Use internal notes and @mentions to collaborate with your teammates
The internal notes feature is a great way to leave handy notes on customer messages either for your own reference or to help out your teammates.
To add a note just click on the note tab in the reply box.
@Mentioning your teammates in an internal noteYou can also @mention a teammate in a note in order to get their help to resolve an issue quickly. As soon as you type the "@" within a note you will get a menu of your teammates to choose from. Just select the teammate whose help you need and they’ll be notified.
Where to find tickets that you’re mentioned on
Tickets that you’re @mentioned on can be found in the @Mention category of your eDesk mailbox.
How to quickly mention your teammate without a note
There’s a quicker way to get your teammate's attention for cases where a ticket needs their attention but doesn’t require you to write a note to give them any context.
- Click the @mention button on the top right of the ticket
- Select the teammate whose help you need.
The message will automatically go into your teammates' Mention category for their attention.