I’ve tagged this as a bug report because I can’t believe this doesn’t exist.
When you @mention/tag someone in a whisper it does not notify that person they have been mentioned?! If you have emails turned off (which any company with significant ticket volume would have) you will have no way to know that you were mentioned and that a colleague is waiting for your response.
This is a VERY standard workflow
Customer submits a ticket
Agent reads ticket and realises they need input from another colleague
Agent tags colleague in that ticket using a notes or in your case “Whisper” function
Colleague is notified when they log into the platform.
Colleague assists/actions/advises the agent to help resolve the ticket
Agent is notified of the reply
Ticket gets resolved
Customer is happy!
I’m a bit frustrated with the response I got from your “human” agent
The whisper feature is primarily used for internal communication between agents, allowing them to discuss specific tickets or issues without involving the visitor. However, since whispers do not trigger notifications, it may require agents to be proactive in checking tickets for any whispers left by their colleagues.
this conversation goes on
me:
So you work in support. If you want to flag a ticket to a manager by name so when they come on line they will read that ticket and action whatever you need, how do you do that?
agent:
We use a different channel to raise a ticket or chat to the higher support. We do not use the whisper; it did not trigger any notifications.
me:
ok please provide the workflow of how you do that
me:
what is the channel, how do you make sure the thread is published to the ticket and kept separate from other tickets?
agent:
We use a different software in our internal communication and that’s how we communicate escalation to the dev and higher support.
my mind is blown, as I mentioned all the other platforms I have used - zendesk, zoho, intercom all have this basic feature. We can’t expect agents and managers to comb through every ticket on the off chance they were tagged in one and it makes no sense to log issues related to a specific ticket outside of that ticket, or worse have to type the note into the ticket, go elsewhere to resolve it and then come back and hope you/your agents remember to paste it all back into the ticket for record.
Am I missing something? Why wouldn’t the @mention trigger a notification? What is the point of @mention/tag if not for notification?!?! Is the workflow I described handled elsewhere?
Please make this make sense?!?!
Sorry for my tone, I’m fresh off a chat and a bit frustrated also by your agent’s “I’m only the support person” mentality.