User events

User events are published when users are mentioned in comments or when user-related activities occur. These events enable real-time notification systems and user engagement tracking. All user events are published to the AWS_SNS_TICKET_TOPIC_ARN topic.

Event types

`user:mentioned`

Triggered when a user is mentioned in a comment across any entity type (tickets, account tasks, activities, or notes). Payload structure:

interface UserMentionEventPayload {
  user: {
    id: string;
    email: string;
    name: string;
    userType: string;
    status: string;
    organization: {
      id: string;
      name: string | null;
    };
    teams: Array<{
      id: string;
      name: string;
    }>;
    metadata?: Record<string, unknown>;
  };
}

Event metadata:

interface MentionMetadata {
  mentionedUserId: string;
  mentionedByUserId: string;
  entityId: string;
  entityType: string; // "TICKET", "ACCOUNT_TASK", "ACCOUNT_ACTIVITY", "ACCOUNT_NOTE"
  commentId: string;
  timestamp: string;
  organizationId: string;
  teamId?: string; // Present for ticket mentions
}

Event structure

User events follow the standard SNS event structure:

interface UserSNSEvent {
  eventId: string;
  eventType: string; // "user:mentioned"
  timestamp: string;
  orgId: string;
  actor: {
    id: string;
    type: string;
    email: string;
  };
  payload: UserMentionEventPayload;
  metadata: MentionMetadata;
}

Mention context

Entity types

Users can be mentioned in comments on different entity types:

Ticket mentions

Entity type: TICKET
Additional context: teamId is included in metadata
Common use cases: Agent collaboration, customer escalation, knowledge sharing

Account task mentions

Entity type: ACCOUNT_TASK
Context: Task collaboration and assignment discussions
Common use cases: Task handoffs, status updates, collaboration requests

Account activity mentions

Entity type: ACCOUNT_ACTIVITY
Context: Activity discussions and follow-ups
Common use cases: Activity reviews, next steps planning

Account note mentions

Entity type: ACCOUNT_NOTE
Context: Note discussions and clarifications
Common use cases: Knowledge sharing, note reviews, clarifications

Event processing

Mention detection

The system automatically detects mentions in comment content using patterns like:

@username
@user.email
@"Full Name"

Deduplication

Multiple users can be mentioned in a single comment, generating separate events for each mentioned user.

Self-mention filtering

Users mentioning themselves may be filtered out based on the ignoreSelf flag in the comment metadata.

Integration examples

Real-time notification system

function handleUserMention(payload) {
  const { user, metadata } = payload;
  
  // Get mention context
  const context = getMentionContext(metadata.entityType, metadata.entityId);
  
  // Create notification
  const notification = {
    userId: user.id,
    type: 'mention',
    title: `You were mentioned by ${payload.actor.name}`,
    message: createMentionMessage(context, payload.actor),
    actionUrl: generateActionUrl(metadata),
    createdAt: new Date(payload.timestamp)
  };
  
  // Send real-time notification
  sendRealtimeNotification(user.id, notification);
  
  // Send email if user preferences allow
  if (await shouldSendEmailNotification(user.id, 'mention')) {
    sendMentionEmail(user, notification, context);
  }
  
  // Send mobile push notification
  if (await shouldSendPushNotification(user.id, 'mention')) {
    sendPushNotification(user.id, notification);
  }
}

Mention analytics

function trackMentionMetrics(payload) {
  const { metadata } = payload;
  
  // Track mention frequency
  trackEvent('user_mentioned', {
    mentionedUserId: metadata.mentionedUserId,
    mentionedByUserId: metadata.mentionedByUserId,
    entityType: metadata.entityType,
    organizationId: metadata.organizationId,
    teamId: metadata.teamId,
    timestamp: metadata.timestamp
  });
  
  // Update user engagement scores
  updateUserEngagement(metadata.mentionedUserId, {
    type: 'mention_received',
    weight: 1
  });
  
  updateUserEngagement(metadata.mentionedByUserId, {
    type: 'mention_sent',
    weight: 0.5
  });
  
  // Track cross-team collaboration
  if (metadata.teamId) {
    trackCrossTeamCollaboration(
      metadata.mentionedByUserId,
      metadata.mentionedUserId,
      metadata.teamId
    );
  }
}

Smart notification routing

function routeMentionNotification(payload) {
  const { user, metadata } = payload;
  
  // Check user availability
  const availability = await getUserAvailability(user.id);
  
  if (!availability.isAvailable) {
    // User is out of office or busy
    if (metadata.entityType === 'TICKET' && isPriorityTicket(metadata.entityId)) {
      // Route to team lead for high-priority tickets
      const teamLead = await getTeamLead(metadata.teamId);
      notifyTeamLead(teamLead, payload, 'user_unavailable');
    } else {
      // Queue notification for later
      queueNotificationForLater(user.id, payload, availability.returnTime);
    }
  } else {
    // User is available, send normal notification
    sendImmediateNotification(user.id, payload);
  }
}

Mention context enhancement

function enhanceMentionContext(payload) {
  const { metadata } = payload;
  
  // Get rich context based on entity type
  let context = {};
  
  switch (metadata.entityType) {
    case 'TICKET':
      context = await getTicketContext(metadata.entityId);
      break;
    case 'ACCOUNT_TASK':
      context = await getAccountTaskContext(metadata.entityId);
      break;
    case 'ACCOUNT_ACTIVITY':
      context = await getAccountActivityContext(metadata.entityId);
      break;
    case 'ACCOUNT_NOTE':
      context = await getAccountNoteContext(metadata.entityId);
      break;
  }
  
  // Get comment context
  const comment = await getComment(metadata.commentId);
  
  // Create enhanced notification
  const enhancedPayload = {
    ...payload,
    context: {
      entity: context,
      comment: {
        id: comment.id,
        excerpt: truncateText(comment.content, 100),
        author: comment.author
      },
      urgency: calculateUrgency(context, comment),
      suggestedActions: generateSuggestedActions(context, comment)
    }
  };
  
  return enhancedPayload;
}

User preference management

function handleMentionWithPreferences(payload) {
  const { user } = payload;
  
  // Get user notification preferences
  const preferences = await getUserNotificationPreferences(user.id);
  
  // Check if mentions are enabled
  if (!preferences.mentions.enabled) {
    logSkippedNotification(user.id, 'mentions_disabled');
    return;
  }
  
  // Check time-based preferences
  if (preferences.mentions.quietHours) {
    const now = new Date();
    const userTimezone = user.timezone || 'UTC';
    
    if (isInQuietHours(now, preferences.mentions.quietHours, userTimezone)) {
      queueNotificationForLater(user.id, payload, 
        getNextActiveTime(preferences.mentions.quietHours, userTimezone));
      return;
    }
  }
  
  // Check entity-specific preferences
  const entityPrefs = preferences.mentions.entityTypes[payload.metadata.entityType];
  if (!entityPrefs?.enabled) {
    logSkippedNotification(user.id, `mentions_disabled_for_${payload.metadata.entityType}`);
    return;
  }
  
  // Process mention with user preferences applied
  processMentionWithPreferences(payload, preferences);
}

Mention patterns and best practices

Mention syntax support

The platform supports various mention formats:

// Standard username mention
@john.smith

// Email-based mention
@john.smith@company.com

// Display name mention (with quotes for spaces)
@"John Smith"

// Department/role mention (if supported)
@support-team

Integration best practices

Deduplication: Handle duplicate mentions gracefully
Rate limiting: Implement rate limiting for mention notifications
Context preservation: Maintain mention context for better user experience
Privacy: Respect user privacy settings and availability status
Fallback handling: Handle cases where mentioned users don’t exist

Performance considerations

function optimizeMentionProcessing(payload) {
  // Batch process multiple mentions from same comment
  const mentionBatch = groupMentionsByComment(payload.metadata.commentId);
  
  // Pre-load user data for all mentions
  const userIds = mentionBatch.map(m => m.mentionedUserId);
  const users = await batchLoadUsers(userIds);
  
  // Pre-load preferences
  const preferences = await batchLoadPreferences(userIds);
  
  // Process all mentions with cached data
  mentionBatch.forEach(mention => {
    processMentionWithCache(mention, users, preferences);
  });
}

Error handling

Common error scenarios

function handleMentionErrors(payload, error) {
  switch (error.type) {
    case 'USER_NOT_FOUND':
      // Mentioned user doesn't exist
      logInvalidMention(payload.metadata);
      notifyCommentAuthor('invalid_mention', payload.metadata);
      break;
      
    case 'USER_DEACTIVATED':
      // Mentioned user is deactivated
      logDeactivatedUserMention(payload.metadata);
      // Don't send notification
      break;
      
    case 'NOTIFICATION_SERVICE_DOWN':
      // Notification service unavailable
      queueMentionForRetry(payload);
      break;
      
    case 'RATE_LIMIT_EXCEEDED':
      // Too many notifications for user
      queueMentionForLater(payload);
      break;
      
    default:
      logMentionError(payload, error);
      alertDevelopmentTeam('mention_processing_error', { payload, error });
  }
}

Event frequency and scaling

Frequency characteristics

User mention events can vary greatly in frequency:

Low-volume organizations: Few mentions per day
High-collaboration teams: Hundreds of mentions per hour
Customer support teams: Spike during business hours

Scaling considerations

Batch processing: Group mentions for efficient processing
Async processing: Handle mention notifications asynchronously
Caching: Cache user data and preferences for better performance
Rate limiting: Prevent notification spam
Monitoring: Track mention processing latency and success rates

Future enhancements

Potential future enhancements to user events:

Smart mentions: AI-suggested mentions based on context
Group mentions: Mention entire teams or roles
Mention threads: Track mention conversation threads
Mention analytics: Advanced analytics for collaboration patterns
Custom mention actions: Configurable actions when mentioned

Introduction

Core concepts

Apps framework

Platform events

Event types

`user:mentioned`

Event structure

Mention context

Entity types

Ticket mentions

Account task mentions

Account activity mentions

Account note mentions

Event processing

Mention detection

Deduplication

Self-mention filtering

Integration examples

Real-time notification system

Mention analytics

Smart notification routing

Mention context enhancement

User preference management

Mention patterns and best practices

Mention syntax support

Integration best practices

Performance considerations

Error handling

Common error scenarios

Event frequency and scaling

Frequency characteristics

Scaling considerations

Future enhancements

Introduction

Core concepts

Apps framework

Platform events

​Event types

​user:mentioned

​Event structure

​Mention context

​Entity types

​Ticket mentions

​Account task mentions

​Account activity mentions

​Account note mentions

​Event processing

​Mention detection

​Deduplication

​Self-mention filtering

​Integration examples

​Real-time notification system

​Mention analytics

​Smart notification routing

​Mention context enhancement

​User preference management

​Mention patterns and best practices

​Mention syntax support

​Integration best practices

​Performance considerations

​Error handling

​Common error scenarios

​Event frequency and scaling

​Frequency characteristics

​Scaling considerations

​Future enhancements

Event types

`user:mentioned`

Event structure

Mention context

Entity types

Ticket mentions

Account task mentions

Account activity mentions

Account note mentions

Event processing

Mention detection

Deduplication

Self-mention filtering

Integration examples

Real-time notification system

Mention analytics

Smart notification routing

Mention context enhancement

User preference management

Mention patterns and best practices

Mention syntax support

Integration best practices

Performance considerations

Error handling

Common error scenarios

Event frequency and scaling

Frequency characteristics

Scaling considerations

Future enhancements