Add Watchers to a Ticket

A watcher is someone (outside of the requester) who needs to be aware of what is happening on a ticket. Having them also helps when you want to take some input from any other user – for example – an approval or a suggestion. 

1. Open the ticket that you want to update from the ticketing list by clicking on the ticket number. 

Note: Ticketing list is the list of all tickets in your queues and can be accessed by Ticket Mgmt -> My Tickets or by Searching for the ticket number in the search field. 

2. Scroll down to the Watcher section 

3. Add watcher as 'To Watcher' or 'CC Watcher' 

Notes: 

• 'To' watcher - Agents can add a 'To' watcher in case they want the watcher to be in the 'To' participants of each Notification email. 
• 'CC' watcher - Agents can add a 'CC' watcher if they want the watcher to be in the 'CC' participants of each Notification email. 
• To notify someone who is not in the system yet, add them using the 'Create User' button in the watcher section.