Ticket Watchers: Watch out for what's changing on that ticket

Written by on January 31, 2013

I’m looking at a ticket from a hot lead, the contents of which could mean a huge windfall this month for the company. I knows my excellent sales team will do what needs to be done, but I still wants to keep an eye on the goings on, you know, so if some technical assistance is needed, I can jump in. Mark, our newbie support guy is working on this ticket, and it just happens to be Mark’s first day on the job. And yes, Joan our head of support wants to keep an eye, just in case (no offense Mark)…

So here’s my fix. I need to keep an eye on this ticket’s progress, so I can be ahead on my next sales conversation with this lead. And Joan needs to be on this ticket’s tail and make sure Mark doesn’t have a bad satisfaction score on his first ticket. Sounds familiar?

Get on the night watch!

Now you can stay updated on a ticket’s progress, get email notifications and stay on top, without having to assign it to yourself. In fact, you can have as many “Watchers” on a ticket as you need, and keep them updated on all the ticket’s conversations. And as a watcher, you can even reply to email notifications and use email commands, and Freshdesk will do all the magic for you…

Nominating Watchers on a Ticket

Click on the "Star" icon from any ticket to start adding watchers to it.

You can nominate a watcher for any ticket by clicking on the “Star” button on the top. Select the watchers for the ticket, and that’s it! All the watchers you add will get an email notifying them that they are now watching the ticket. Of course, they can unwatch a ticket if they’d prefer…


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  • Anonymous

    It might be helpful to add screenshots to your blog posts, so we can get an idea of what it looks like. 

    • Vikram Bhaskaran

      Thanks for the feedback Mikhail. We’ll definitely try to include more screenshots in our feature posts going forward…

  • Sean Schroeder

    If a supervisor wants to see all communications from your help desk, would “watching” every ticket accomplish this? If so, can watchers be automatically added to each ticket? If not, what’s the best way to accomplish this?

  • Yes, this sounds neat, but there are no instructions on how to actually add a Watcher…

    • Vikram Bhaskaran

      Thanks Allen. I’ve made an update with where to go, and what to do..