Watchers let you add colleagues to a ticket so they can follow its progress without being the requester or resolver. In this article, you'll learn how to add watchers, what they can do, and which notifications they receive.
Overview
The Watchers field lets you add colleagues who need to stay informed about a ticket.
Watchers automatically receive updates about the ticket, including:
- Comments
- Status changes
- Priority changes
- SLA alerts
Watchers can also edit the ticket, just like the requester.
The functionality is available to all Ticketing customers and does not require any setup or activation.
How to use
- In your sidebar, go to Tickets
- Open the ticket you want to add someone to
- The status of the ticket must be Open
- Find the Watchers field under Requester and Assignee
- In Watchers, click on the gear icon on the right
- Select the colleague you want to add as a watcher
- Click on Apply selection
- The colleague is now added as a watcher and receives notifications about the ticket
Only resolvers can currently add watchers. If you're not the resolver, ask the resolver if you want to add a colleague as a watcher.
Watchers receive all ticket notifications, including comments, status changes, priority changes, and SLA alerts. There isn't currently a silent-follow option.
Tips and best practices
- Add managers or other colleagues who need to stay informed about a ticket.
- Use watchers when someone needs ongoing visibility without being the requester or resolver.
- Remember that watchers receive all ticket notifications. There isn't currently an option to follow a ticket without receiving notifications.
- Add watchers who need to make changes to the ticket, as they can edit it just like the requester.
FAQ
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Who can I add as a watcher?
You can add any colleague as a watcher.
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Who can add watchers?
Only the resolver can currently add watchers to a ticket.
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What notifications do watchers receive?
Watchers receive all ticket notifications, including comments, status changes, priority changes, and SLA alerts.
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Can watchers edit tickets?
Yes. Watchers can edit the ticket just like the requester can.
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Can a watcher follow a ticket without receiving notifications?
No. Watchers currently receive all notifications about the ticket.
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Do I need to enable Watchers?
No. Watchers are available automatically to all Ticketing customers.