Customer to tag another person on Case in Customer Service Portal?

[KimB9]

Is there a way for a customer to tag someone else on a Case in the Customer Service Portal?

For example, KB is the customer and has opened a Case via the Customer Service Portal.

JD is the agent working the Case.

KB wants to include her manager on the Case to keep the manager in the loop of what's going on in the Case.

Is that possible for a customer to do via the portal?

(I know on the backend the watchlist and tagging can be used - but - I have not seen this done on the customer side in the portal).

Thanks in advance!

[Jamie Battin]

Not sure if there is a baseline function, but in our portal we have an manage subscribers options.  Customer can add others from their account to receive email updates about the case.  Subscribe is the term we use for consistency across our portal, but essentially it is adding them to the watchlist.

[KimB9]

@Jamie Battin Assuming this is a customization?

[Jamie Battin]

Hi Kim,
Yes it was a customization, not sure the lift for it, but our customers love it.  It is a great way for them to get updates on cases without having access to create cases.  

[Community Alums]

Hi @KimB9 ,

Unfortunately NO!!

Even @mention doesn't works on the portal.

 @Jamie Battin mentioned about  "manage subscribers options" which is not something comes with OOTB functionality, it's a custom solution.