Thanks for your answer.

This is the behavior I expect. In fact, it happens as you say in all my tests.

However, users insist that there are notifications that are not received by them.

Thanks, again, for your interest on this, Jaideep.

It seems that the top right icon of conversations is not automatically refreshed. It can be refreshed by pressing F5. If the users display the ticket in the meanwhile, the notification never appears and they can miss this new message in the chatter.

I asked one of my users to regularly press F5 in order to confirm this.

Hi Josep,

Thanks for sharing the learnings. It seems the notifications require the window to refresh to show new notification. Yes, the notification is available only until the time the ticket is unread.

Would you know how the desktop or mobile notifications behave?

Since your client handles tickets (customer service/support), using Inbox in discuss app as primary would ensure they don't miss updated tickets while being reliant only on notifications. The notification in Inbox is available until the individual notification has been marked as read or user clicks through to the ticket.

Thanks again