How to add !mentions function to your Zendesk

What?

There has been some interest in having a mentions function in Zendesk. The idea is that by using !agentname in a ticket comment, the agent would receive notification of the comment. Additionally, a team mention would allow anyone using !myteam to notify all members of the team.

Love it! - How?

To add this function - follow the tutorial below.

Go to Settings > Triggers

Create a new trigger named Mentions !yourname (replacing name as required)

Set conditions as follow…

• Meet all of the following conditions - Status not changed to Closed.
• Meet any of the following conditions - Comment text contains the following string !yourname (replace ‘yourname’ with your username or handle)
• (optional) Meet any of the following conditions - Comment text contains the following string !yourname-alternative (maybe you want to cover your bases for a possible variation)

Set ‘Perform these actions’…

Notifications: Email User > Select applicable agent user

Email Subject: Mentions on ticket {{ticket.id}}

Email Text: {{current_user.name}} mentioned you on ticket {{ticket.id}}

{{ticket.latest_comment_formatted}}

Obviously, repeat the process for each agent/username. It is possible to extend this to notify non-agents, using email targets.

That’s it - Enjoy!