Ticketing 2.0 Adding a Watcher to a Ticket
![](https://cdn.prod.website-files.com/63e25be3f4b49456411df88b/63e55183f4392e7cd5fb5414_Blogs_Page.webp)
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.
![](https://cdn.prod.website-files.com/63e3bd1943813b219ca26303/64c821612b6041872a676069_Screen%20Shot%202023-07-31%20at%203.02.14%20PM.webp)
4. Scroll through the dropdown list and select your watcher
![](https://cdn.prod.website-files.com/63e3bd1943813b219ca26303/64c821d0f07536d08d6d8898_Screen%20Shot%202023-07-31%20at%203.04.07%20PM.webp)
Note: To notify someone who is not in the list, you will have to create a watcher account manually.
5. Click Update when you are done adding your watchers
![](https://cdn.prod.website-files.com/63e3bd1943813b219ca26303/64c82226e9af647e26058804_Screen%20Shot%202023-07-31%20at%203.05.32%20PM.webp)
6. Click on Update at the top of the ticket to save your changes
![](https://cdn.prod.website-files.com/63e3bd1943813b219ca26303/64c822546a5591b9403c92e3_Screen%20Shot%202023-07-31%20at%203.06.18%20PM.webp)
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.