Watch List: Tracking and Notifications

The Watch List is a personal list of tickets an agent wants to monitor.

The Watch List is commonly used to:

• Save or bookmark tickets for future reference
• Monitor ticket activity without being the assignee
• Receive notifications when updates or changes are made to a ticket

Add a ticket to the Watch List

To add a ticket to the Watch List:

1. Open the ticket.
2. Click the gray eye icon in the upper-right corner.

Once added, web and email notifications are sent whenever changes are made to the ticket.

Where to find Watch List notifications

A dedicated section for watched ticket notifications appears in the Notification Center, as shown in the screenshot below.

Watch List notifications can be customized in the Notification Center. By default, watched ticket notifications are enabled for both web and email.

Manage Watch List notification settings

Agents can manage their own Watch List notification preferences.

To update Watch List notification settings:

1. Click the notification (bell) icon in the main menu bar.
2. Hover over the three-dot icon in the notification dropdown.
3. Select change notification preferences.
4. Scroll to the Watched tickets section.
5. Choose one of the following options:
   1. none
   2. web notifications
   3. web + email notifications
6. Click done to save changes.

Using the Watch List makes it easy to track important tickets without unnecessary notifications.

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