Unable to mention users in service desk comments

[Pebble Beach Systems]

When trying to @mention a user in a Service Desk ticket comment section, only a selective few users show and not all users. Is this an issue with the service desk or a permissions issue?

[Ambika]

same issue. I can't tag few users while other users with exact same permissions are tag-gable. why is that?

[Georges Moubarak]

Hi @Pebble Beach Systems,

In JIRA servie desk you can only tag users that are agents only.

[Chris Dunne]

Actually this is not true. You can tag other team members also.

What used to be called collaborators - these are other users, not agents, that are added to the Service Desk Team role. These users do not have a Service Desk license.

[Pebble Beach Systems]

How do I go about being able to mention users in the service desk comment section? at the moment I can only see a handful of users when using the @ function.