Manny Rubio-McMillon

Abigail Iliesi, I agree. 

Currently I am a follower in a couple of tickets because our team assist with any issues referencing our Salesforce instance. The issue here is that we work with a lot of volunteers where team members submit the tickets for them and they are not within our system. In addition, we are in a role where we cannot send public comments. Therefore, I have to use side conversations and the lack of ease in adding the follower in being able to receive notifications when a side conversation is replied to is not helping in answering the ticket fast enough. 

Our amazing tech team found a work around with a tag, but that also requires a manual input and it does not provide me the details of the side email conversation. Also, I can add my email in the CC, but the problem that arises there is that the volunteer might answer me versus the zendesk email that attaches it to the ticket. 

I hope this comment helps in developing the follower feature.