This option is especially relevant for communication with your partners, with whom you can communicate within the framework of a client's request. For example, you have received a request from a customer regarding the delivery of goods and you need to clarify this issue with the delivery service.

To do this, you need to mention your partner (in this case from the “delivery service”) in the comment via @ symbol + partner's name/email, and they will receive a notification to their email:

The partner's reply via email will come in the same request as an internal note and an end user will not see it, but you will have the opportunity to quote this internal note. 

Please note that a partner's contact must be registered in the system!

You can edit the content of the notification in the menu “Notifications” -> Letter template - Mention of the user in the request”, where you can change the template at your discretion. For example, add the tag “last 7 replies in the request” to the notification:

ТакYou can also send notifications using dispatcher rules. To do this, turn off notification sending in Notifications and create a new rule in the Manager

Create a mandatory condition “Mention user in comments” and send an email to the mentioned users. You can define the content of the e-mail yourself using tags:

Please note that a partner in the system can be registered as an end user and, accordingly, it is not necessary to pay for it.