Mentions and team notifications
A mention pulls a specific teammate into a conversation and notifies them, without changing who owns the ticket. You type @ inside a private note, pick the person, and they get pinged with a link straight to that conversation. It is the fastest way to ask for help, get a second opinion, or hand off context mid-thread.
How do I mention someone?
- Open the conversation and switch to the Note tab (the composer turns yellow, which means the text stays internal).
- Type @. A list of your teammates appears.
- Start typing a name to narrow it down, then pick the person you want.
- Finish your note and send it. The mentioned teammate is notified right away.
Mentions live inside private notes, so the customer never sees them. For more on notes themselves, see private notes for your team.
What happens when I get mentioned?
You get a notification that links directly to the conversation, so one click takes you to the exact thread. Mentions show up in your notification bell in the dashboard alongside your other alerts, like a conversation being assigned to you or a new message arriving. Open the conversation, read the context your teammate left, and reply or take over from there.
Where do mention notifications show up?
- In the dashboard. The notification bell collects mentions and your other conversation alerts in one place.
- By email. Mentions can also reach you by email so you do not miss them when you are away from the dashboard.
- Push. Mentions trigger a push notification, including to the Deskwoot iOS app, so you get tapped on the shoulder even when the tab is closed.
Can I control which notifications I get?
Yes. Go to Settings -> Notifications to choose, for each event type, whether you want it by email, by push, or both. You control alerts for things like a conversation being assigned to you, a new message, and being mentioned. Being mentioned is the one type where push always stays on, because a mention is a direct request for your attention and missing it usually means a customer waits longer.
When should I mention instead of assign?
Mention when you need a teammate's input but the ticket should still belong to you. A quick question for billing, a sanity check from an engineer, a manager's sign-off on a refund. Reassign when ownership genuinely needs to move to someone else. You can also do both: leave a note with a mention to explain the situation, then reassign so the next person has the full story. For the mechanics of ownership, see assigning conversations to agents.