@mention and followers do not load, forced @mention does not trigger an email notification | Community
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@mention and followers do not load, forced @mention does not trigger an email notification

  • January 14, 2022
  • 8 replies
  • 0 views
Harper12

We are experiencing a number of issues around @mentions in tickets, Followers, and email notifications for all of the above consistently failing.

  • frequently cannot @mention an agent in an internal note by name (the @mention popdown displays a loading icon, but never populates a list of agents)
  • same issue as above when attempting to manually add an agent as a Follower
  • if you do finally manage to manually add a follower to a ticket, that follower will randomly drop back off the ticket upon Save

The only work-around I've found is to use @email@domain.com as the mention string (instead of @name). This seems to more frequently populate the tag correctly. However, even using this workaround, team members are frequently not being automatically added as a Follower and additionally, they are not receiving an email notification from the mention.

      8 replies

      Cheeny
      • Cheeny
      • January 23, 2022
      Hi Harper, 

      Our Team might need to take a closer look into your issue. I created a ticket on your behalf. I'd be waiting for your reply via email
      A
      • Andrew128
      • January 25, 2022

      We are experiencing the same issue. It started a few weeks ago. @mentions randomly not loading as ticket followers. We've had several instances where light agents have not received responses (via Internal comments) and are having to chase up. I've instructed my agents to check that @mentions are being added as followers, but may have to advise them to stop using @mentions until the issue is resolved.

      Cheeny
      • Cheeny
      • January 25, 2022
      Hi Andrew, 

      I also created a ticket on your behalf. I'll look forward to your reply via email
       
      Ron14
      • Ron14
      • February 8, 2022

      Hi @cheeny, 

      A colleague of mine is also experiencing this. Is there any solution already or is root problem which causes this known? 

      Regards,

      Ron

      Cheeny
      • Cheeny
      • February 13, 2022
      Hi Ron, 

      There is an ongoing bug regarding this issue. Please have your colleague initiate a conversation with us so we can further check 
      Ron14
      • Ron14
      • February 13, 2022

      Hi @cheeny

      A ticket was created already #10045635 but advice was to clear cookies. I'll add this post to that request. 

      Regards,

      Ron

      T
      • Tavish
      • November 24, 2022

      Hi @cheeny

      We are experiencing the same issue, Approximately 10 of our agents cannot add a specific agent as a follower as the suggestion drop-down keeps on loading forever. This happens occasionally. We created a ticket and Zendesk suggested clearing the cache and cookie. Clearing the cache and cookies did not help at all.

      Dane13
      • Dane13
      • December 5, 2022
      Hi Tavish,
       
      I would suggest to have your agents follow the steps in General performance issues troubleshooting guide. 

      If all the steps have been followed and the same issue persisted, please have and Admin contact our support directly.
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