You can try these steps, I think this should work. In Intercom, notifications are designed to alert users based on activity status. To address the issue you're experiencing:

Adjust Notification Preferences:  
   Make sure your notification settings are configured to receive alerts for mentions and ticket assignments regardless of activity status. You can customize this in the Notification Settings section of Intercom.

Enable Desktop/Mobile Notifications:  
   If you're not getting real-time updates in the app, ensure that desktop or mobile notifications are enabled. This can serve as an alternative even when the Intercom tab is open.

Email Notifications:  
   Set up email notifications for mentions and ticket assignments. This ensures you’ll be alerted via email, which you can check frequently.

Activity Status Override:  
   Unfortunately, Intercom's system doesn’t always send notifications when a user is marked as "active." You can work around this by closing or minimizing the Intercom tab when not actively engaging, forcing the system to consider you inactive.

Workflow Customization:  
   Use Workflows or rules to generate automatic reminders or assign follow-ups for mentions and ticket assignments, ensuring you don’t miss any updates.

Provide Feedback to Intercom:  
   If this feature isn’t working as expected, share your feedback with Intercom. They are often receptive to suggestions about improving notifications. 

For a detailed walkthrough, check the Intercom support documentation or contact their support team for assistance.

Hi Nur,

Thank you for your reply.

“Make sure your notification settings are configured to receive alerts for mentions and ticket assignments regardless of activity status.”: My notifications settings are configured to send me emails when mentioned or assigned tickets. But I can’t see in there how you can specify “regardless of activity status”. Can you please explain where I can set that? Thank you.