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Super Magic can tag teammates when it adds a note to a ticket. The tag works exactly like typing an @-mention in the Inbox composer yourself: the teammate gets a notification and is added to the thread. Use it to loop someone in without leaving your Super Magic chat.

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Before you start

  • Super Magic must be enabled for your workspace. See the Super Magic admin guide.
  • Write access must be on. Adding notes is a write action, so it is unavailable in read-only mode or when your admin has turned off the add-note tool.
  • The person you tag must be a member of your Thread workspace. Super Magic cannot tag clients or contacts this way.

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Ask Super Magic to tag a teammate

In a Super Magic chat, name the teammate as part of your note request:
“Add an internal note to ticket 48213 tagging Jordan Lee: the firewall config is ready for review.”
“Post a note on this ticket and mention Sam and Priya so they know the migration window moved to Friday.”
Super Magic looks up the teammate in your workspace, places the mention at the start of the note, and posts it. You don’t need to type the @ symbol or spell the name exactly as it appears in Thread. Super Magic matches the person for you and confirms before writing, like any other write action. Notes are internal (staff-only) by default. Say “external note” or “client-visible note” if you want the client to see it. Both kinds support mentions.

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What the mention does

Tagging a teammate through Super Magic triggers the same mention behavior as a manual @-mention in a thread:
  • The teammate receives a mention notification, following their notification preferences.
  • The teammate is added to the thread as a member, so the ticket shows up in their mention-based views. Learn more about thread members.
  • In Inbox, the tag renders as a normal mention chip at the top of the note. In your PSA, the note shows the teammate’s name as plain text.

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Tag teammates from Super Magic Agents

Mentions also work when a note is added by an automated run, such as a Super Magic Agent step inside a Flow. An agent can post a note that tags the right teammate, for example flagging an on-call technician when an escalation lands. See Build a Super Magic Agent for how to set up automated steps.

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If Super Magic can’t find the teammate

Super Magic only tags real members of your workspace. If a name doesn’t match anyone, Super Magic tells you it couldn’t find that member instead of posting a broken tag. Try again with the teammate’s full name as it appears in Thread, or ask Super Magic to search your members first, for example “who on my team is named Jordan?”.