Why It Matters
Managers or specialized agents often need to monitor critical issues without officially taking ownership of the ticket. This ensures they stay informed of any updates or potential SLA breaches without cluttering the “Assigned To” metrics.
How to Set It Up
- Access the Ticket: Navigate to Assistance → Tickets and open the specific ticket you want to monitor.
- Locate the Panel: Look at the sidebar on the right and ensure you are on the Overview tab. Locate the Observer field within the ticket details panel.
- Add the Observer: Click the + icon to add yourself or a specific colleague to this field. This action tells the system to explicitly copy that observer on all future email notifications and status changes related to the ticket, keeping them fully in the loop.
Next Steps
Add yourself as an Observer to an active ticket currently being handled by another technician, and verify that you receive an email alert the next time a public reply or status change occurs.
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