avatar  


Recently viewed tickets

Log out

New Suggested 11/4/2019 by Hector Bas

35

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.

avatar
Alex Tech
Hell yeah, I'm upvoting this.
11/4/2019 2:48 PM
avatar
Hector Bas
:)
11/4/2019 2:49 PM
avatar
Hector Bas
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);
11/4/2019 3:51 PM
avatar
Hector Bas
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
11/18/2019 3:01 PM
avatar
Petr Vanek 2/3/2020 11:44 AM
avatar
Petr Vanek
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
2/3/2020 11:45 AM
avatar
Petr Vanek
Hmm, my reply was lost, let me send once again:

Could you please merge these together?

Ideas/8276
Ideas/12364
2/3/2020 11:46 AM
avatar
PILON Jean-Sebastien
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
6/2/2020 11:30 AM
avatar
Petr Vanek
Keeping my fingers crossed that this makes it into helpdesk. :)
6/4/2021 5:09 AM

Log in to comment...