@user in Internal notes on Child tickets no longer results in email notification | Community
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@user in Internal notes on Child tickets no longer results in email notification

  • November 15, 2023
  • 1 reply
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Jingjie

Hi Zendesk Community

We've recently found that when mentioning a user E.g.(@johnDoe) in an Internal Note on Child Tickets, this no longer results in an email notification being sent to the mentioned user. 

We have checked our spam folders and nothing seems amiss.

We have also checked our email notification triggers and while there is a email trigger rule that is activated so long as the ticket is not a child ticket, it hasn't been modified since we launched our Zendesk instance. 

Any ideas? (or has it always been this way!)

Thanks!

JJ

      1 reply

      Paolo14
      • Paolo14
      • November 26, 2023
      Hi Jingjie,
       
      Using the @mention feature in the side conversation child ticket will add the mentioned agent as a follower of that ticket. They should also receive email notifications if they are added as a follower. However, if the followers feature is disabled, @mention agents are not added as CCs or followers.
       
      For more information about this, please refer to the article Using @mentions
       
      Best,
      Paolo | Technical Support Engineer | Zendesk
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