Skip to main content

 I would like to add a feature request - for watching another Agent's tickets.

The Watch feature only works for tickets that the Agent already has access to.

I would like to increase the ability so an Agent can view (and possibly edit) tickets that aren't assigned to them, or are outside their Group.

Eg, Agent A in Sales Group gets a ticket.  Works on it.  Assigns it to Agent B in Technicians Group.  Agent B now works on the ticket.  However Agent A from Sales Group has no view, no access or information on the ticket (apart from notifications with Watch).

This is also an issue if Agents don't have Group view access on tickets, they can't even Watch tickets not assigned to them.

Hello,


Providing access to tickets that are outside the scope of the agents would fail the fundamental principle of the feature itself. We have worked on a feature that provides access to agents on invite basis ie. there will be some tickets where an agent needs to collaborate in order to help resolving the ticket. In such cases, the Team Huddle can come handy as it allows agents to tag another agent or a group to invite them for a discussion on the ticket. 


The agent can also follow the thread to get instant updates on every message in the Huddle conversation. This is certainly different from the watcher notifications as stated in this article.


Cheers!

Terms of UseAccessibility statement