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Tested it and it's a little overeager in the number of emails but more is always better. Now I want to see if my non-quickbase account can open the ticket and add comments?
I logged on to my gmail and replied to the Support ticket, it didn't appear in QB Support. I didn't get a bounce in Gmail. I'm thinking this Watcher feature is a listener and not a conversation. Any conversation by watchers must be held outside the QB Support ticket.
An alternative to is to build a QB Support ticket app and use it as the local conversation. The watcher is a service account. An automation receives the watcher email, creates/updates the local QB Support ticket (on case number as a UNIQUE field in the table). Writing to the UNIQUE field means no lookup/search required.
Next steps for QB Support is to add the service account as a watcher for realm. This way we are aware of all support tickets taking place. We have a local static copy of the tickets. hmmm this could be useful.