If you need someone else in your team to help you with a ticket, all you need to do is @mention them and the ticket will appear in the Mentioned section of their Mailbox.
This help file will show you how to @mention teammates in tickets in eDesk.
Before you start
- You’ll need an eDesk account. To find out more, click here.
Note: Don’t forget to bookmark this page, so you can easily come back to it at any time.
01 @mentioning your teammate in a ticket
Need to flag up a ticket to another member of your team, or ask them for help in handling it? It's easy in eDesk.
- Click the @mention button on the top right of the ticket.
- From the list that's displayed, search or select the teammate whose help you need.
The message will automatically go into your teammates' Mentioned category for their attention.
02 @mentioning your teammates in an internal noteYou can also @mention a teammate in an internal note. This allows you to ask a question or include an explanation to help them understand what they need to do. Click here to learn about internal notes.
When you type an @ in an internal note, you'll see a list of your teammates. To @mention a teammate, just select their name from the list. Where can I see the tickets that I'm @mentioned on?