I think this is the most critical issue / bug with Zendesk: An agent sent an internal note, mentioning another agent, but on this another agent side, he doesn't see any notification about it, and thus - misses the note.
Steps to reproduce:
- End-user sent an email to the system.
- Agent1 takes the ticket.
- Agent2 (follower) adds an Internal Note, mentioning me, @Agent3.
- Agent1 Solves the ticket.
- Agent3 sees no notification about the internal note in his dashboard. The mention does not even appear in Home > Updates to your Tickets, because this is not "my ticket"
Being able to get a notification when mentioned in a note is critical for us. We cannot afford ourselves to have miscommunication.
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