Adding watchers is a great way of keeping everybody updated on what is happening on a ticket. Having a watcher also helps when you want to take some input from any other user – for example – an approval or a suggestion.
Access level needed - Ticketing Agent Role
Rezolve.ai ticketing system allows agents to add watchers as 'To' and 'CC'
'To' watcher - Agents can add a 'To' watcher in case they want the watcher to be in the 'To' field of each Notification email. 'CC' watcher - Agents can add a 'CC' watcher if they want the watcher to be in the 'CC' field of each Notification email. Where can you view watcher tickets - All the system users will see the ticket being watched by them in the 'Tickets as Watcher' tab. Adding an Anonymous Watcher The agents can also notify someone who is not a system user yet. They can do this by using the 'Create User' button in the watcher section. Note - The watchers who are not in the system, will only receive an email notification. They can access the ticket when they are added as a 'Ticket User' by the 'Ticket Admin.'