Possibility of defaulting @mention to caller of the incident?

[Sanny007]

Whenever any user does a mention (@ mention ) inside the work notes we are trying to default the search result to the Caller of the incident and rest of the results to follow. (similar requirement for CHG as well)
For example: If I have three users in sys_user table (ABC, DEF, XYZ) and an incident is raised by user "DEF", when an agent do the @mention results should show as below -
DEF (default and first on the result list)
ABC
XYZ

I was able to write a before query business rule to filter our the result or sort but unable to pre-set something as default.

[Mark Manders]

What's the use case behind this? It sounds like a lot of trouble/technical debt to just have a name popup first. You have already applied filters/sort and the options change on every character you type. It sounds like a requirement not worth the time/effort/technical debt just to get some people not to type a few letters.

[Sanny007]

Hello Mark,

80-85% of the incidents and cases communication happens with the caller and we have a very large user base across the company. That's why it's to save some time for the Tier1/Tier2 Agents. For example, we have 27 people with first name as Brian, now in order to mention every time agents have to write the full first name and one or two characters from last name. We are trying to save this effort as our ticket volume is also high.
There are other tools like JSM, Hubspot does this same thing.