A watcher is someone (outside of the requester) who needs to be aware of what is happening on a ticket. Having them also helps when you want to take some input from any other user –for example – an approval or a suggestion.
1. Open the ticket you want to add a watcher to
2. Scroll down to the watcher section
3. Click on the icon of an eye next to 'To Watcher' or 'CC Watcher'
'To' watcher - Agents can add a 'To' watcher in case they want the watcher to be in the 'To' participants of each Notification email. 'CC' watcher - Agents can add a 'CC' watcher if they want the watcher to be in the'CC' participants of each Notification email.
4. Scroll through the dropdown list and select your watcher
Note: To notify someone who is not in the list, you will have to create a watcher account manually.
Update when you are done adding your watchers
6. Click on
Update at the top of the ticket to save your changes