What is the Watch List? How can I be notified of updates on a ticket?

Each agent has a Watch List containing tickets the agent is keeping track of.

The Watch List is especially useful for agents who want to:

• Save or bookmark a ticket for future reference.
• Receive notifications and stay updated on a ticket’s progress—especially when they are not the assignee but they still need to monitor it.

Adding a ticket to the Watch List

To add a ticket to your Watch List:

1. Open the ticket.
2. Click on the gray eye icon in the upper-right corner.
3. Once a ticket is added, you will receive web and email notifications for any changes made to the ticket.

Watch List notifications

Watch list notifications can be customized in the notification center. By default, watch list notifications are set to web and email notifications.

There is a special section for watched ticket notifications in the notification center as captured in the photo below.

Manage Watch List notification subscription

Agents can also manage their own watch list subscription notifications.

To change you personal watchlist notification settings, follow these steps:

1. Click on the notification (bell) icon on the main menu bar to bring up the notification dropdown.
2. Hover over to the last icon (three dots) in the dropdown.
3. Select change notification preferences.
4. Scroll down to the Watched Tickets section.
5. Choose your desired subscription setting. The options are:
   1. none
   2. web notifications
   3. web + email notifications
6. Click done to save.

By leveraging the watch list, agents can efficiently save and track important tickets without overwhelming their inboxes.