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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. Super Magic can also tag contacts on external notes to add them to the conversation.

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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.
  • A teammate you tag must be a member of your Thread workspace.
  • A contact you tag must belong to the ticket’s client company, and the note must be external. See Tag contacts in external notes.

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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 teammate 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 contacts in external notes

Super Magic can also tag a contact when it adds an external (client-visible) note:
“Add an external note to ticket 48213 tagging Dana Wu: the replacement laptop ships tomorrow.”
A contact mention behaves differently from a teammate mention:
  • The contact is added to the conversation and to the ticket in your PSA, so they see the thread going forward.
  • The contact does not receive a notification. If they should know about the note right away, ask Super Magic to send the note by email or send an approval instead.
Contact mentions have two requirements:
  • The note must be external. Super Magic rejects a contact mention on an internal note, because internal notes are staff-only.
  • The contact must belong to the ticket’s client company. Super Magic rejects a contact from a different company and tells you which contact didn’t match, so you can search your contacts and try again.

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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?”. The same applies to contacts: if a name doesn’t match a contact at the ticket’s client company, Super Magic says so instead of posting the note. Ask it to search the client’s contacts first, for example “who at Acme is named Dana?”.