Hmm... I think the wording in the requirement is ambiguous. Tagging somebody automatically sends out an email. So, you ITIL agent already has everything set up OOB. 😊
You only have to let your client know how to tag somebody from the worknotes
Tagging someone in the work notes is OOB I know. However, the requirement is that the agent should be able to mention/tag someone in the email sent from his/her outlook
