Ticket Watchers: Watch out for what’s changing on that ticket
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…
[Update]
Nominating Watchers on a Ticket
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…
