Ticket Watchers
The Watchers feature allows you to follow tickets without being assigned as the resolver. Watchers receive notifications about changes on the ticket.
When to Use Watchers
- A manager wants to follow the progress of an important ticket
- A colleague is collaborating on a resolution but is not the primary assignee
- A team lead monitors their team's tickets
- Another specialist needs to stay informed about developments
How to Watch a Ticket
Self-watch
On the ticket detail page, click the Watch button in the sidebar. Click again (Unwatch) to stop watching.
Adding Another Watcher
In the Watchers section of the sidebar, select a colleague from the dropdown and click Add. You can remove a watcher by clicking × next to their name.
Who Can Be a Watcher
Only support team members and above (support, admin, super admin) can be watchers. Customers cannot be watchers.
Email Notifications for Watchers
Watchers receive automatic email notifications for the following events:
- New comment — public comments only (internal notes are excluded)
- Status change (e.g. open → in progress, resolved, closed, waiting)
- Assignee change — when the ticket is assigned or reassigned
No Duplicate Emails
The system automatically prevents duplicates — if you are both a watcher and the assigned resolver (or comment author, customer), you will only receive one email.
Tip: Use watchers instead of forwarding emails to colleagues — all interested parties will be automatically notified about ticket developments.