Remove Watcher from ticket

Hello Kyle,

Thanks for your feedback - this certainly seems like a valid use case. I will put this on our backlog and keep this thread posted on the ETA for the fix.

Thanks,
Sudha

Yes, I vote to allow watchers to be removed.

Looking deeper, I think it is good that agents can not remove WATCHERS. If I want to follow a new employee's tickets, I can "watch it", and they can not remove me.

@Issac - I'm an org admin. I presented a very specific use case. I would rather not have to pay for a DayPass simply to remove an agent from watching a ticket.

Good point. It would be good if only Admin can remove watches.

just came across this as well.  would like the ability for an admin to remove a watcher.  

Hi,

I also think that at least Admin should be able to remove watchers. However, could it be that the person that has added a watcher could also remove it? Sometimes it might be that someone accidentally types in a wrong agent for watcher field and then cannot remove it. This creates unnecessary hassle since the one that accidentally added the watcher then needs to inform the incorrect watcher that he/she was accidentally added and that he/she personally needs to remove himself/herself from watcher. 

Please fix this!

Yes, PLEASE allow admins to remove watchers on tickets. I have someone out on vacation, who's automated out of office email responds anytime there is an activity on his watched tickets.

- adding a vote for this functionality

- the typical problem on my portal is:

- we use groups to segment ticket queues and ensure that content of different queues is confidential and restricted to certain regions

- a ticket automatically gets assigned to a given group

- an agent from that group picks up the ticket

- the agent adds a watcher to the ticket but accidentally mistypes their name and so ends up adding an agent that wasn't in that group

- (instead of restricting the list of potential watchers to agents with access to that group freshdesk instead lets you add anyone as a watcher to a ticket which seems like a design issue)

- the agent therefore accidentially adds a watcher that isnt from the group and so shouldnt get access to the ticket

- the agent who mistyped their name cant remove the watcher

- the agent who was mistyped cant remove themselves because they dont have access to the ticket

- however, they continue get alerts when there are updates to the ticket (which defeats the purpose of having groups to restrict confidential information) 

- the only workaround seems to be to close the ticket and migrate to a new one which is messy for the users that the agents are supporting

- software like Atlassian JIRA is much better at managing watchers on issues and letting admins set permissions for ticket watchers

- would be nice to see something like this in freshdesk

- (ie., since there isnt just one use case here you should provide admins with multiple options for controlling addition of watchers to tickets)

@Sudha - any update on this functionality?

@Sudha - any update on this functionality?

A ludicrous aspect of this is that any agent can delete any private note or message (inbound or outbound). Which is glaringly non-optimum.

But even an Admin on the Freshdesk instance cannot remove someone from the Watch list.

Can't believe this was requested two years ago and is still not implemented, even in Mint.

Our use case is that we have an agent who has moved to a different department and thus has been changed to an Occasional agent. They have been added as a watcher by accident as they share a first name with a different agent and we can't remove them now. Bizarre, if you ask me.

Any plans here, Freshdesk staff?

We again have an agent out, who's away message replies to every email from FD about a ticket he is a watcher on. This out of office reply re-opens the FD ticket, which notifies the watchers, which prompts his out of office reply - on loop until he gets back. 

Please let admins remove watchers. 

This would be really useful to have -- especially for when the wrong agent watcher is accidentally selected! 

Since this is still not fixed, can we at least get the ability for the Account Administrator to Assume Identity of other Agents? Right now I can do that with any of our Contacts. IF I could also do that as an Agent, I could just remove them as Watchers on specific tickets.

Freshdesk, can you at least tell us if this is in the pipeline or not?

I realize that it's not something that's high on your list of priorities, but some feedback would be appreciated, looking at how annoying this is for your users.

Hello Karthik, 

We know that you currently don't support this option. 

This thread is to request that you add it as a feature. 

We are not all admins in our Freshdesk instances, and not having this feature at a lower level -- or allowing admins to assign this permission to users -- presents a great hindrance to use of the system. 

One would note that your competitors Zendesk and UserVoice both have this feature at a lower access level, presenting a nicer user experience for *all* support desk agents. 

Warm regards, 

lai

Hi, I'm an Admin and the agent who accidentally added two users to a ticket as Watchers. When I click on their name it does nothing. They really don't want notifications for this ticket and it's a bit nuts they can't be removed. 

I would like this facility. It seems counter productive that an admin cannot remove watchers from tickets.

I'd also like the ability to be able to automate the removal of watchers from tickets when the ticket is closed.  I shouldn't have to remove myself from watching a closed ticket.