Agent Mentions
Moderator: crythias
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daynaa
- Znuny newbie
- Posts: 4
- Joined: 15 Sep 2026, 22:27
- Znuny Version: 7.3.6
- Real Name: Dayna Kobrzynski
Agent Mentions
Hi all, I am using 7.3.6 and we have it working with our LDAP. I am wondering how to go about getting the mention feature for our agents to allow them to also be able to mention a customer as well. Right now, our agents are able to mention other agents. However, for our departments, we need our agents to be able to mention certain customers in tickets for review purposes. How can I go about doing that? Any help is appreciated.
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root
- Administrator
- Posts: 4355
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Agent Mentions
Hi Dayna,
The mention feature is available only to agents in the agent interface. To reach out to a customer a response should be written.
- Roy
The mention feature is available only to agents in the agent interface. To reach out to a customer a response should be written.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
daynaa
- Znuny newbie
- Posts: 4
- Joined: 15 Sep 2026, 22:27
- Znuny Version: 7.3.6
- Real Name: Dayna Kobrzynski
Re: Agent Mentions
Hi Roy,
What I meant is in our case, sometimes when a ticket is submitted they will need to @someone that is NOT an agent. This could be a particular faculty member that needs to take a look before the process is completed. So, we would need the agent to @ that person. For example, customer A submits a ticket and the Agent reviews it. He/she knows that for this ticket customer B must be able to provide input before proceeding. So, in this case we would need the Agent to @ that person for the ticket.
What I meant is in our case, sometimes when a ticket is submitted they will need to @someone that is NOT an agent. This could be a particular faculty member that needs to take a look before the process is completed. So, we would need the agent to @ that person. For example, customer A submits a ticket and the Agent reviews it. He/she knows that for this ticket customer B must be able to provide input before proceeding. So, in this case we would need the Agent to @ that person for the ticket.
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root
- Administrator
- Posts: 4355
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Agent Mentions
Dayna,
This is what Communication -> E-Mail Outbound is for. If a person is not an agent mention is not possible, sorry.
- Roy
This is what Communication -> E-Mail Outbound is for. If a person is not an agent mention is not possible, sorry.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
daynaa
- Znuny newbie
- Posts: 4
- Joined: 15 Sep 2026, 22:27
- Znuny Version: 7.3.6
- Real Name: Dayna Kobrzynski
Re: Agent Mentions
Hi Roy, thank you for your response. I was also wondering, if the agent uses that to reach out to a customer should the customer be able to reply to that email? One of my users tried and got an error that it could not be delivered. So, I was wondering what I needed to configure to get a response recorded into the ticket. Or is that not possible?
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root
- Administrator
- Posts: 4355
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Agent Mentions
Replying to an email that was sent from a ticket should always be possible. What was the reason for not delivering the email? I suggest that there is something wrong in the set up.daynaa wrote: ↑13 Oct 2026, 16:30 Hi Roy, thank you for your response. I was also wondering, if the agent uses that to reach out to a customer should the customer be able to reply to that email? One of my users tried and got an error that it could not be delivered. So, I was wondering what I needed to configure to get a response recorded into the ticket. Or is that not possible?
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
daynaa
- Znuny newbie
- Posts: 4
- Joined: 15 Sep 2026, 22:27
- Znuny Version: 7.3.6
- Real Name: Dayna Kobrzynski
Re: Agent Mentions
User stated that the message said "unknown to address". I set up the system email, and outgoing mail. So, not sure what I should edit or enable so that replies to agent emails from Znuny work.
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root
- Administrator
- Posts: 4355
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Agent Mentions
Check the sender address of the queue, this is wher the reply goes to.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?