Ticketing 2.0 Adding a Watcher 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 you want to add a watcher to

2. Scroll down to the watcher section

3. Click on the icon of an eye next to 'To Watcher' or 'CC Watcher'

• '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.

4. Scroll through the dropdown list and select your watcher

Note: To notify someone who is not in the list, you will have to create a watcher account manually.

5. Click Update when you are done adding your watchers

6. Click on Update at the top of the ticket to save your changes