{"id":26848,"date":"2024-03-30T07:12:22","date_gmt":"2024-03-30T07:12:22","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&p=26848"},"modified":"2026-03-16T11:59:47","modified_gmt":"2026-03-16T11:59:47","slug":"understanding-the-watcher-feature-in-desk365","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/understanding-the-watcher-feature-in-desk365\/","title":{"rendered":"Understanding the watcher feature in Desk365"},"content":{"rendered":"\t\t
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\nAvailable with:<\/span>\n\n\n<\/circle>\n<\/path>\n<\/svg>\nPlus<\/span>\n<\/span>\n|<\/span>\n\n\n<\/circle>\n<\/path>\n<\/svg>\nPremium<\/span>\n<\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Desk365 offers a range of powerful features designed to streamline your ticketing experience and enhance collaboration within your team. Among these is the Watcher feature, which plays a crucial role in keeping all agents added as Watchers informed and engaged throughout the ticket resolution process. In this user guide, we’ll delve into what Watcher is, how it works, and how you can leverage this feature in Desk365 to improve your workflow.<\/span> <\/span><\/p>\n

Watchers are individual agents within your organization who are interested or involved in the resolution of a particular ticket. By adding someone as a Watcher to a ticket, you ensure that they receive notifications and updates when there is a reply to a ticket or when a comment is added to a ticket. This helps keep all relevant parties in the loop and promotes transparency and collaboration within the team.<\/span> <\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Adding Watcher to a ticket <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Adding a Watcher to a ticket is a straightforward process. When viewing a ticket in Desk365, <\/span>you’ll<\/span> find <\/span>an option<\/span> to add Watchers. Simply enter the name of the agent you wish to add as Watchers in the “Type to Search” box, and they will be automatically included in the ticket’s Watchers list. You can also add yourself as a Watcher.<\/span><\/span>\u00a0<\/span>
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Note<\/span><\/span>: <\/span><\/span><\/strong><\/em>Being designated as a Watcher on a ticket grants visibility to the ticket, overriding any existing scope-related restrictions. For instance, if an agent’s role typically restricts them to viewing tickets solely within their own group (such as Finance), being added as a Watcher on a ticket allows them to bypass these limitations, providing them with complete access to the ticket.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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In the Agent Portal, by clicking the view “Tickets I’m Watching,” agents can access watched tickets.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Once added, Watchers will receive notifications <\/span>via Email and Microsoft Teams <\/span>whenever there are <\/span>new <\/span>replies, <\/span>c<\/span>omments<\/span> or assignments.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Note:<\/strong> When a Watcher responds to a ticket by clicking the reply option within the email, it is added as a public note. No emails will be sent to the contacts or CCs.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Watcher notifications<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Notifications are sent when an agent is added as a Watcher to a ticket. Watchers will receive notifications for key events, keeping them informed throughout the ticket’s lifecycle. <\/span>Teams<\/span> notifications<\/span> are instantaneous and <\/span>system-generated<\/span>. Additionally, you can <\/span>customize the email templates<\/span> for each notification to meet your needs.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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You can also use the \u201cWatchers List\u201d placeholder<\/a> in email notifications. This placeholder dynamically populates the list of all agents added as Watchers to a ticket and ensures that your messages reflect the current stakeholders involved. <\/span>It\u2019s<\/span> especially helpful when sending automated updates or building custom notifications, giving you more control over who is informed and what they see.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Here are the key events for which Watcher notifications are sent:<\/span>\u00a0<\/span><\/p>