topic Re: @ mention in Helpdesk in Tickets & Conversations

@ mention in Helpdesk

VLibersat — Thu, 09 Jan 2025 16:00:58 GMT

Hello all,

I have been using the @mention in Helpdesk to communicate with my team about those specific tickets.

I never realized that the tickets with a mention are not being removed from the @ mention queue even after being closed. This creates a lot of white noise with obsolete call outs.

How can we make these tickets disappear from the @ mention queue? I know I can detele my own callout but it's nice to have it as a potential future reference.

Any thoughts or way to make closed tickets or tickets where the @ mention is no longer requiring attention?

Thanks!

Re: @ mention in Helpdesk

Jnix284 — Thu, 09 Jan 2025 17:27:11 GMT

@VLibersat the filters for the view should take care of that - "@ mention AND ticket status = open", can you share more details about the specific views filters that you're using?

Re: @ mention in Helpdesk

VLibersat — Thu, 09 Jan 2025 18:42:19 GMT

Hey @Jnix284 thanks for gettign back to me! Do you mean closing the ticket will remove the mention notification in the queue?

Thanks!

Re: @ mention in Helpdesk

Jnix284 — Thu, 09 Jan 2025 18:51:53 GMT

Hi @VLibersat, not quite, closing the ticket doesn't remove the mention, but it would remove it from a filtered view for mentions - can you clarify what queue you're referring to? maybe we aren't talking about the same thing, a screenshot would be helpful.

Re: @ mention in Helpdesk

VLibersat — Thu, 09 Jan 2025 18:59:07 GMT

@Jnix284 I understand what you are saying. That works, thank you!

Re: @ mention in Helpdesk

Jnix284 — Thu, 09 Jan 2025 19:00:26 GMT

That's great @VLibersat, glad you got it sorted!