Notification bubbles on new tickets

Hi, there. I noticed when a user creates a new ticket, that in the network admin area the support menu item has the red bubble with the count of new messages over it. I love this feature. It only seems to work when a ticket is first created, though. Not for every unread followup message. And it doesn't seem to work on the user's end at all.

Am I seeing this correctly? Or should those bubbles show up for all new messages on both the admin and the user side?

Thanks!