Notification when a side conversation reply comes in

Additional information from the 1LS team : 

Description: Teammates rely on system notifications to stay informed when a side conversation email or internal note is added to a ticket. However, the current notification process is not reliable, which forces us to use workarounds that negatively affect our efficiency and response times.

For tickets in a “Waiting for 3rd Party / Dev / IT Ops” status, the system does not notify us when:
- A side conversation receives a reply
- An internal note is added

As a result, we often miss important updates because there is no automatic alert to bring the ticket back to our attention. To avoid missing these messages, we were advised to snooze tickets manually. This is not an efficient solution because by doing so, we will have to leave the ticket “in progress” and when checking the reports, it will not show the real status, which is waiting for 3rd Party / Dev / IT Ops.

Approximate time of handling such a ticket: On some examples, we saw the update after 2 working days. We sometimes find some replies or notes after 3 or 4 working days, when we check the entire list.
 
Impact: We do not take action in time because we are unaware of the update.
Our response times to clients increase, negatively affecting SLAs and customer satisfaction.
The overall workflow is slowed down, as we spend time checking or snoozing tickets rather than actively resolving issues.