You will automatically get notifications if you are subscribed to “Helpdesk Notifications” in your user’s account settings.
Helpdesk notifications includes: when you are assigned to a helpdesk ticket and when the ticket gets updated.
To get update notifications even when you are not assigned to a ticket, you can follow a ticket.
Following tickets also helps if you want to quickly find a ticket in your ticket list.
The helpdesk ticket follower feature has been added in v1.21.09.
How to follow helpdesk tickets on the ticket list:
Go to Workflow –> Helpdesk Ticket List
Click on the bell icon button next to the View Ticket button to follow a ticket.
How to follow a helpdesk ticket that is opened:
You can also follow a ticket when you are viewing a ticket by clicking on the “Follow” button next to the “Assign” button.
You can view all ticket followers on a ticket on the right side when you view a specific ticket.
How to quickly find tickets you are following:
Go to Workflow –> Helpdesk Ticket List
Choose “Followed” in the following filter next to the user filter.
Now you will see all tickets you are following.
Ticket following notifications:
When you follow a ticket and the ticket gets updated, you will receive a notification about the changes and a link to the ticket.
Email subject: “A ticket you are following has been updated”
