I witnessed this live. Sometimes when my agents @ another agent in their ticket it will add the agent as a follower, sometimes it does not. Anyone know how to fix this or what may be causing the inconsistency?
Also does anyone know how I can change the email trigger for the agents for internal notes. I have set it up where they only get an email if the ticket has an @ in the private note vs just any private note. But the emails are not consistent either.