Currently it feels like the @mention feature could do with some additional development.
While I like the idea behind the feature, it's a little limiting to only receive real-time notifications in Support when someone mentions you, or email notifications to notify you that you've been added as a follower to a ticket due to an @mention.
And navigating to my user profile to view tickets I'm following isn't helpful, since it doesn't show me the tickets that are mentioning me that I haven't looked at yet.
What I'd like to see is something similar to other tools such as Jira where there's a bell icon, and when someone mentions you, and you haven't read the comment, it's displayed as unread under that bell icon. Very intuitive, user friendly, and ensures you don't miss a beat :-)
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