Why can I not use the @mention feature while adding a comment

Alexander Cerrato
Alexander Cerrato
  • Updated

Author: Alexander Cerrato

Date: April 29, 2024

Audience: Everyone

Environmental details: Cloud and self-hosted customers


Summary: The @mention feature as it relates to comments

Rich text fields, which are the ones found in the activities comments, do not allow the @mention feature. However, while creating the comment you can use the "users" tab to add anyone who you would like to be notified (including groups) as this is part of the commenting process for activities.

Multiline text fields, which are the ones found in the edit item comments, do not allow the @mention feature either. However, here again, you can use the "Groups" or "Users" tab for notifications.

In the "comments" and the "Connected users" comments there is a different field/widget being used which lets you know that you can use the @mention and the hashtag.


Cause: Confusion as to where the @mention feature is expected to be used


Related Articles, Work orders, Zendesk tickets, Defects, etc. 

Additional Information/Metadata:

  • Comments
  • Reviews
  • Hashtag
  • Stream


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