On "Following" up a case, mail is not triggered to the users when ever case is updated with some worknotes/additional commentsIssue As per the OOB behaviour if you click follow button on any case, then you will be following in connect. You will be notified of any new comments or work notes according to your notification settings. It makes you part of the update process so information is pushed to the user rather than user to come back and check it all the time. ReleaseAll Supported environmentsCauseIt will not trigger notification, messages sent for each and every message populated in the Chat.ResolutionThe notifications which currently exist in place are only meant to work with offline chat messages and "@mentions" i.e On receiving any comments/worknotes on the case. if in case user is offline while you are following a case in connect, then only it triggers mail to the users.