There are times when you might want to follow the progress of an interesting ticket, even though it's assigned to another agent in your team - it might be a high-priority customer, it might be an interesting bug that you want to keep an eye on. You can monitor such tickets by clicking the Star icon within that ticket. Once you do, you'll receive email notifications of all forthcoming conversations made on the ticket.
A quick guide to monitoring important tickets:
- Login to your support portal.
- Click on the Tickets icon on the left panel to open up your list of tickets.
- Open up any ticket of your choice, which you'd like to monitor/watch.
- Click on the Watch (w) button and then click on + Add me to add yourself as a watcher.
- This ticket will now be added to your watched tickets list, which can be found on the Tickets I am Watching view.
You can remove yourself from being a watcher on a ticket by clicking the Star icon and then click on the - symbol next to your name. You can add other agents as watchers to a ticket; however, you can only remove yourself from the watcher list.
Tip: The keyboard shortcut for adding and removing yourself as a watcher on tickets is the w key.
There are times when you might want to follow the progress of an interesting ticket, even if it is assigned to another agent in your team. It might be a high priority customer, it might be an interesting bug that you want to keep an eye on. You can monitor interesting tickets by clicking on the 'Star' icon within that ticket. Once you do, you'll receive email notifications of all forthcoming conversations made on the ticket.
A quick guide to monitoring important tickets:
Login to your support portal.
Click on the Tickets tab to open up your list of tickets.
Open up any ticket of your choice, which you'd like to monitor/watch.
Click on the Star icon available on top.
This ticket will now be added to your watched tickets list. You can view all your monitored tickets by selecting the 'Tickets I am Watching' view.
You can remove yourself from being a watcher on a ticket by clicking on the 'Star' icon and then clicking on the '-' symbol next to your name. You can add other agents as watchers to a ticket, however, you can only remove yourself from the watcher list.
Tip: The keyboard shortcut for adding and removing yourself as a watcher on tickets is the w key.