Helpdesk @mentions

Managing tickets in the Helpdesk often requires communicating with other Capacity users in your organization. Public and Private @mentions now allow you to add users just by @mentioning their name in both public and private replies. 

To @mention a user, start by typing the "@" symbol, then the name of the user you wish to add. Either click an option from the dropdown that appears or hit "tab" to autofill the @mention.

Important Notes:

  • Private comment @mentions will add the mentioned user as a "watcher" on the ticket. They will receive all future watcher updates for the ticket.
  • Private comments can only @mention users who are members of teams assigned to the ticket's specific Helpdesk project.
  • Public replies can @mention any user in the organization, and will add that user as a "To" address in your reply.

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