It is now possible to follow a conversation, even if it is not assigned to you. By following a conversation, notifications are received of every action taken in the conversation. This way you know exactly whether a customer has responded, or whether a colleague has been able to solve the problem.
Where can a conversation be followed?
This function can be found within the contact information in the sidebar on the right side of the screen. At the same place the "Folow" function can be switched off again as well.
All conversations that are followed are added to the "Following" folder in the menu on the left. The folder is not shown when there are no conversations being followed. In addition, notifications are sent after every action taken in the conversation.