Request for this - A way for someone that is @ mentioned in a case (conversation or email) to be able to get notifications beyond the mention? For example, our support team is handling a customer questions or situation. The success manager is @ mentioned in the case for sightline and doesn't need to take over the case as the owner but would like to continue to see how the customer is responding and what happens with the case. We would rather not have to cc someone - looking for the agent to receive notification / be pinged with the customer responds for sightline. Thanks for any help!
FinAI said:
Unfortunately, we don't currently have a built-in feature to enable ongoing notifications for specific conversations without being the case owner. However, there's a workaround you can use. You can @mention yourself in a note on the conversation you wish to follow. This will make the conversation appear in your mentions folder, allowing you to keep track of it.
If you'd like to see this feature implemented, you can upvote and comment on the feature request in our Product Wishlist. In the meantime, using @mentions is the best way to loop in teammates or teams for specific conversations.