Often a ticket is relevant to more than one agent, or different agents contribute to a process. By mentioning an agent in the ticket, the agent is tagged, notified and can henceforth observe the ticket without it being assigned to them.
Since the release of version 4.0 Zammad offers the possibility to tag other users in a ticket.
It's simple: imagine you're editing a ticket and you have a query for a colleague. (Let's call her Emma.) By entering "@@Emma" you can tag her in the ticket (we call this "mentions"). Emma will then be notified that she was mentioned in this ticket and should take a look.
Not only does Emma receive the notification, but she can continue to watch the ticket. This way she stays in the picture about the latest actions, even if the ticket is not assigned to her. Of course, she can also "unfollow" once the ticket is no longer relevant to her.
By the way: You can also set yourself as a follower of a ticket without having been linked before. You can see all the tickets you are watching in a separate overview. This way you can keep an eye on everything.
Thanks to this feature, you no longer have to assign the ticket to Emma first and then get it back from her. Instead, you can both monitor the ticket, which saves time and gives the customer a faster response. It also gives you and your team a far better overview and prevents you from losing track of tickets you've assigned to colleagues.
You can find more information on this feature in our documentation.