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.

  1. Click the @mention button on the top right of the ticket.
    Mentions button in the ticket
  2. 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 note

You 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?

Tickets that you’re @mentioned on can be found in the Mentioned category of your eDesk mailbox. 

Further Readings

 

If you would like to find out more about responding faster with snippets, click here.

To learn more about Message Rules in eDesk, click here.