Never miss portal comments that tag support agents in cases

Support agents miss portal comments, leaving customer issues unacknowledged and cases stalled. Send direct messages to assigned agents so they can review comments and accelerate resolution.

Overview

Support agents risk leaving customer comments unacknowledged and cases stalled when portal mentions go unnoticed. This workflow routes those mentions as direct messages to the assigned agent and logs the alert on the case, transforming passive inbox monitoring into active case ownership. Expect fewer missed follow-ups, faster review, and a clearer activity trail for audits.

Notable Features

Send direct messages to agents
Filter out system-generated comments
Attach comment to case timeline