Bell Notifcations for Help Desk SR's

Summary

Is it possible to turn on bell notifications for on Help Desk SR's for Specific Users?

Content

When our internal Help Desk staff composes a response on an SR to go back to the point of contact (POC) the system creates an email to the POC alerting them to go look. I recall there is an option to have a bell notification, an email, or both. I believe we disabled the bell notification (prior to me being in my current role). In talking with some  of our Tier 1 agents they, along with some customers, stated they lose the email and wondered if it is possible for a bell notification for our Help desk staff but remain as just the