Context: Our company has recently moved our IT tickets to Expert Connect and we have several users that communicate together, but find that there isn't an easy way to talk to each other within a ticket timline.

Example: A member of the team has an issue that they're managing and require information from their manager, but will remain the one managing the ticket. At this stage, they can try and add the manager to the watch list, then add a comment and hope the manager sees it, but there's a chance they don't and the manager is going to get extra notifications they don't need.

Solution: Allow users to tag other internal users so that we can deliver only the message the other user needs to see.

You can mention someone in a message by typing @ followed by their name.

Being able to do an @coworker to call them into the situaiton

Public and private notes

It would be great if there was a way in the chat in a ticket to tag an advisor in a comment. If I were working a ticket, but had a comment or a question for another advisor, to just tag him in the comment. Not add him as a watcher, just tag him. Add their name and it highlights it right in the comment. Almost like the @ or # work in other applications.