Mentioning Others in Issues

Mentions are one of the most useful collaborative features of a support ticketing system. With GitHub's mention features, you have the ability to bring in more people and teams to your conversations than you do in the average email inbox. There are a few ways in which this can be useful for you and your team:

Mentioning other support team members

Use mentions to bring other team members into a conversation. You may want to pass a ticket off to a team member or get their eyes on something before you respond to a user. Mentions are a great way to ask for help without assigning the ticket to them directly.

Mentioning non-support team members

Support teams often work on problems that span the breadth of the project or company. They will run across bugs and questions about edge cases nobody has considered. In those cases, it's normal to want to ask for some help or clarification from someone more deeply involved in that area of the product. Using mentions, you can ask questions of anyone that has access to the repository. This is great when you want to verify your assumptions with someone in engineering, or confirm a billing process with someone from finance, but you don't want to open a new issue with the team. Mentions are a way to get the help you need, where you need it, without adding extra noise.

Etiquette

When mentioning people in issues, there are some basic guidelines that you should keep in mind. These may vary from team to team, but they are a good starting point:

  • Tell the person why you are mentioning them. Give them enough context to help quickly.
  • Summarize what they need to know. If an issue has more than one or two comments, give a one or two sentence summary of the problem to bring the person up to speed withing wasting anyone's time.