Follow conversations and manage unread work

Use followers to identify teammates interested in a conversation, unread markers to organize your own reading, and reminders for a personal follow-up. None of these replaces assigning an owner or setting the conversation's status.

Follow or unfollow a conversation

1. Open the conversation in Threads.
2. Open its three-dot menu and choose Followers.
3. Select Follow this ticket to add yourself.
4. To stop following, return to the same menu and select Unfollow this ticket.

The menu also lists workspace teammates. Select a teammate to add or remove them; a checked entry indicates a follower. Check the menu again after the change to confirm it was saved.

Following does not reassign the conversation, change its status, or grant a teammate new workspace access. The current follower list alone is not a guarantee that every reply will produce a notification. If a particular person needs to act, assign the work or mention them in an internal note and agree on the next step.

Mark a conversation unread

Opening a conversation marks it read for you. To flag it for another look, open the conversation's three-dot menu and select Mark as unread.

Unread state is personal, not a signal that the whole team has or has not read the request. It does not reopen a closed conversation or tell the customer that you have replied. Opening the conversation again can mark it read again.

To focus the list on unread work, open the filters control, shown as a sliders icon, and enable Unread. Other filters still apply. If a conversation is missing, check the workspace, inbox, status, assignment, and archive/spam views before assuming the record is gone.

Be careful with Mark all read

Current limitation: the bulk Mark all read action marks conversations across the workspace as read for you. It is not reliably limited to the visible list, selected team, or current filters, even though the button and confirmation describe a narrower scope.

Do not use it when you only intend to clear a few filtered conversations. Open the individual conversations instead. It does not mark conversations read for every teammate and is separate from marking notification-bell items read.

Mention a teammate or set a personal reminder

For a teammate's attention, switch the composer to Note, type @, select the teammate, and post the internal note. This keeps the mention out of a customer reply. Check your notification preferences separately; in-app mentions do not guarantee delivery through every notification channel.

For your own follow-up, open the conversation's three-dot menu and choose Remind me later. If you already have a reminder, the menu shows Edit reminder. A reminder is personal; it does not transfer ownership or snooze the conversation for the team.

Use Snooze when the team's conversation should wait until later, and use assignment when someone must own the next action. An unread marker by itself is not a scheduled reminder.

If a change does not stick

Refresh the conversation and check the saved follower selection or unread state. Another teammate can change the shared follower list, while reopening a conversation can change your read state. If an error continues, send your administrator the conversation reference and the action that failed without copying private message contents unnecessarily.