How are users notified when they are mentioned in a case comment?

 

In Cases, you can add a comment and mention other users. 
For example, as a team manager, you might need to interact with a support rep while reviewing a Case. Or, as a support rep, you might sometimes want to reach out to a colleague to get clarity on a Case.

In such situations, you can mention your team manager or colleague on a Case. To do this, click the Comment button under the Activity section in the case’s Summary View.

When you mention a user, they will be notified under Main Menu > Essentials > Actions.