Guide

1. On the Views tab, select a ticket from the list and open it afterwards.

2. Navigate to the message box and change the privacy settings from 'Public Reply' to 'Internal Note'.

3. Following that, start composing your reply. Somewhere around your message, type '@' to mention an agent.

4. Choose the specific agent you intend to tag and bring into the loop.

5. Once done, click 'Submit as Open'.

6. After completing these steps, the agent tagged in your reply will immediately receive the notification.