Can a customer use "@"?

[partha.sarker]

We are using JSM internally as a test phase. One of the things I noticed that our customers (in this colleagues) are not able to utilize the "@" function to address someone in particular. When a team is involved in responding a ticket/issue, it will be nice if a customer could ask a particular question to a particular person. Can a customer use "@" feature in Jira Service Management? If so how to enable that? Currently, only the team members are able to use that feature.

[Mikael Sandberg]

No, customers cannot @ mention team members in JSM, unless you give your customers access to Jira. Only agents within the project and any Jira users that you have given the project role users can use @ mention.

[partha.sarker]

@Mikael Sandberg Thank you Mikael for your reply. At least, I was able to use @ here. I wish Jira introduces the functionality some day. We are currently using JSM free version, that sort of restricts us to change someone's role to "trusted" from "basic".