Glossary
Mention
Also called: @mention · At-mention · Tagging a teammate
A mention is a reference to a person, written as @ followed by their name, that notifies them and brings them into a conversation or note.
In support tools, mentions are how an agent asks a colleague for help without handing over the whole conversation. They usually work in internal notes, so the customer never sees the exchange.
Mentions only help if people see them, so most tools send a notification and collect mentions in one list.
How Risti does it
In a Risti Private note, type @ and pick a teammate. The person gets a notification, and becomes Following if they couldn’t see the conversation yet; mentions are collected on the Mentions page.
Following is the lightest of the three roles on a conversation, beside Responsible and Helping. Notifications reach people as push and desktop notifications; see the shared inbox.