Weird suggestions for the @@ mention function

[Claud11]

Infos:

• Used Zammad version: 6.4.0
• Used Zammad installation type: Package
• Operating system: Debian 12
• Browser + version: Any

Expected behavior:

• When putting in “@@” to mention someone there should be a suggestion with colleagues that closely match the characters I already put in.
• Like in this example where I put in @@mi and it gave me my colleague Michelangelo
  

Actual behavior:

• For some of our agents the suggestions do not match at all

• For example here I am looking for “Vincent”, so I put in @@vi

• It shows me Vincent, but also Felix for some Reason?
  

  

• Even if I put his full name, it shows Felix:
  

  

• We even have Agents where it is way worse

• Here for example Patrick

• It just shows almost ALL of our Agents
  

  

Steps to reproduce the behavior:

• It happens for everyone with the same Agents
• Some Agents have correct suggestions, some have wrong suggestions
• But it is the same for us all, so the same thing happens if another colleague tries to mention for example Vincent

Did anyone experince this behavior before? Any suggestions?

Best Regards,
Claudia

[YetAnotherGerrit]

Currently there is almost no relevance tuning happening in the search. There is usually one timestamp field, that is used to sort the results. I think in your scenario the updated_at field. In case of ticket search it is updated_at.

In your Patrick example, I guess Patrick is an admin that created all those users, that’s why Zammad/Elasticsearch finds the name “Patrick” somewhere in the records of those agents.

If you think Zammad should has some kind of relevance tuning, feel free to create a feature request. I would be the first to “like” it.

[Claud11]

Oh wow, didn’t expect the mention function to use elastic search as well. Thank you for the explanation.
Maybe I will create a feature request, yes.