Mentions & watchers
Notify people with @-mentions and keep end-users subscribed as watchers.
Mentions (@)
In the comment composer you can @mention people so they get notified.
On staff (team) tickets
- Mention staff members (and, when the product allows, company end-users on customer-visible replies).
- Mentions respect participant rules: not everyone is always mentionable on every surface.
- Mentions in internal notes stay staff-side; do not rely on them to reach portal users.
On the portal
- End-users only mention participants allowed for that ticket (usually peers already involved).
- Mentions drive email like other notification events (when SMTP is configured).
Watchers
Watchers are end-users who receive email updates on a ticket without being the only assignee.
| Who | Can manage watchers? |
|---|---|
| Staff | Yes, on ticket detail (sidebar) |
| Portal end-users | Yes, for company peers (when not on a guest portal) |
| Guest portal visitors | No — watchers are hidden |
Self-subscribe (“I’m watching now”) appears in the activity timeline.
Notifications prerequisites
Customer-facing mail uses the tenant SMTP config (Settings → Notifications). Staff-side mail may use platform SMTP. If nothing is configured, in-app activity still records events but email may not leave the system.