Jitbit Helpdesk - @mentions from within ticket body reply : Ideas forum

Implemented Suggested 11/4/2019 by Hector Bas

72

votes

@mentions from within ticket body reply

Most other ticketing systems have this. It would be beneficial to be able to "mention" someone without automatically subscribing them to the ticket. One idea would be to make it to where @user just sends them an email about the single reply, while ##user actually subscribes them to the ticket. Any thoughts on that? We would find this extremely useful, especially for internal/private comments.

comments mentions

Alex 11/4/2019 2:48 PM Tech

Hell yeah, I'm upvoting this.

Hector Bas 11/4/2019 2:49 PM

Hector Bas 11/4/2019 3:51 PM

Was curious to see what I could do via custom loaded JS, but got some pretty ugly JS out of it. Is that editor.js (wswgEditor) something you wrote OR picked up from somewhere else?

var userName;

function MentionUser(keyEvent) {
console.log(keyEvent.key, keyEvent);

if (keyEvent.key == "@") {
userName = ""; //start userName collection
return;
}

if (keyEvent.keyCode != 8 && (keyEvent.keyCode < 48 || keyEvent.keyCode > 222)) // special characters
userName = undefined;

if (userName == undefined) return;

if (keyEvent.keyCode == 8 && userName.length > 0) // backspace
userName = userName.substr(0, userName.length - 1); // remove single character
else if (keyEvent.keyCode == 8) {
userName = undefined; // '@' removed
return;
}
else
userName += keyEvent.key; // add single character

if (userName)
$.get("../ajaxusersearchautocomplete.ashx?q=" + userName).complete(FillMentionUserDropDown);

console.log(userName);
}

function FillMentionUserDropDown(resp, status) {
console.log(resp.responseText, resp);

//provide a selectable dropdown preview near cursor position
}

$(wswgEditor.getEditorDoc()).keydown(MentionUser);

Hector Bas 11/18/2019 3:01 PM

Noticed another idea post submitted for a pretty much the exact same request, so a little older than mine:

https://support.jitbit.com/helpdesk/Ideas/8276

Petr Vanek 2/3/2020 11:44 AM

Could we merge these ideas into a single ones please?

https://support.jitbit.com/helpdesk/Ideas/12364
https://support.jitbit.com/helpdesk/Ideas/8276

Petr Vanek 2/3/2020 11:45 AM

Hmm, my reply was lost, let me send once again:

Could you please merge these together?

https://support.jitbit.com/helpdesk/Ideas/8276
https://support.jitbit.com/helpdesk/Ideas/12364

Petr Vanek 2/3/2020 11:46 AM

Hmm, my reply was lost, let me send once again:

Could you please merge these together?

Ideas/8276
Ideas/12364

Js P 6/2/2020 11:30 AM

Such a @mention feature should also allow to mention ticket categories

Would definitely need to be able to use as Automation rules trigger, that way you can choose what it does

Petr Vanek 6/4/2021 5:09 AM

Keeping my fingers crossed that this makes it into helpdesk. :)

Renault DEMANGER 10/20/2021 10:11 AM

This could be interesting in the IDEAS also (IDEA\Detail + Reply)
Maybe considerable globally in same time

Petr Vanek 1/7/2022 5:04 AM

🤞 this happens in 2022 :)

Alex 1/15/2022 6:08 PM Tech

Almost ready https://twitter.com/jitbit/status/1482383211330215942

Petr Vanek 1/16/2022 1:46 AM

Thank you Alex, that is awesome! 💪