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Zendesk Community - @ function not finding customer

  • April 25, 2024
  • 1 reply
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T

Hello All,

 

I was wondering if you can help me with a functional question. I've opened up the Zendesk Community for my team. I would like to know why some customers are available using the @ function, and why some aren't. 

Here are some examples:

I'm able to locate these names using the @ function:

 

However, I am unable to locate "Sadie". Sadie is a name that appears on our Customer list:

Would you be able to provide some insight on this? Or steps on how to make sure our entire Customer's table is searchable while using @?

Much appreciated!

    1 reply

    Destiny
    • Destiny
    • May 7, 2024

    Hi Tai Nguyen,
     
    Thank you for contacting Zendesk Support.
     
    I understand that you're seeking clarification as to why certain customers might not be appearing when you try to use the @mention feature on your Community page. Unfortunately, the screenshots you provided seem to be broken, so I couldn’t review them directly. However, I can offer some guidance on how the @mention feature operates with the help of this support article: How do I use mentions in the community forum at Zendesk?
     
    Based on the information provided in the article:
     

    You can @mention any user who has a help center account and has posted or commented in the help center in the past. If a user has an account but hasn't posted or left a comment, they cannot be @mentioned.

     
    This detail should help shed some light on your situation. If you continue to encounter issues or have further questions regarding the feature, please don't hesitate to get in touch with our support team for more in-depth troubleshooting following this link: Contacting Zendesk Customer Support.
     
    Thank you once again for reaching out.
     

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