Use case: A client leaves a new comment on a request and you need your designer to see it right away. Instead of sending a separate message, you type @ and their name in your reply. Your designer gets notified, checks the update, and the work keeps moving.
How to mention someone
Mentions work in request comments, for your team and for your clients.
Open the request and go to the Activity tab.
In the comment box at the bottom, type
@. A list of people you can mention appears.
Keep typing the person's name to narrow the list, then click their name (or press Enter). The list shows up to five matches at a time.
Finish your comment and send it.
Who you can mention
The list depends on the request and on who you are.
Clients in the request's organization: everyone who belongs to the client organization the request is for.
Account managers: the organization's account managers, even if they aren't assigned to the request.
Assigned team members: anyone assigned to the request.
Your wider team (team members only): when you're a team member or admin, you can also mention admins and any team member who has access to all requests, even if they aren't assigned.
Clients see a shorter list: people from their organization, the account managers and the team members assigned to the request.
Followers who don't fit one of these groups don't appear in the list, but they still get the usual new comment notifications.
What the mentioned person gets
An in-app notification that they were mentioned.
An email with a preview of the comment and a link to the request. The email is skipped if they have already read the comment or have turned off new comment emails.
A mention replaces the regular new comment notification for that person, so they aren't notified twice.
People who can't see the request's activity aren't notified.
Tip: On internal comments, mention only your team. Internal comments are hidden from clients.