New Feature: @-mention users

Here’s how it works:

When writing an internal note, just type @ and you’ll see a list of your teammates. Select one (or more), and they’ll get tagged in the note. Simple as that.

But it’s not just tagging for the sake of tagging. This is about seamless collaboration, right inside your helpdesk: no more jumping between tools or reassigning tickets back and forth just to get a second opinion.

Why It Matters

Before, if you wanted a teammate’s input on a ticket, you probably had to:

• Reassign the ticket to them
• Ping them in Slack or email to explain why
• Hope they saw it
• Then get the ticket back later

Now? Just @mention them. They’ll get an email notification, and the ticket stays with you unless you choose to assign it.

You can use this to:

• Loop in someone who knows more about a tricky order
• Ask a manager to review your reply before sending it
• Tag multiple team members in a high-priority situation
• Keep others in the loop without adding noise

New “Mentions” Folder 📂

To make it even easier to keep track, we’ve also added a Mentions folder in the sidebar.

Whenever you’re tagged in a note, the conversation will appear there, so you can quickly jump into the places where your input is needed without digging through inboxes.

Email Notifications ✅

You’ll also get notified by email when:

• You’re @mentioned in a conversation
• A ticket is assigned to you

You can turn these notifications on or off depending on how you prefer to work.

Live Now for All Plans

The new @mention feature is available right now for all Herodesk Basic and Plus users, on every plan.

We built this to reduce friction and help support teams collaborate faster, more naturally, and without workarounds. If you’re already using Herodesk, give it a try in your next internal note. You’ll feel the difference immediately.