How to Add a Watcher to a Ticket in Freshservice
Managing IT service tickets efficiently is crucial for any IT team. One of the key features in Freshservice that aids in collaboration and ensures that the right team members are informed about ticket updates is the "Watcher" feature. In this blog post, we will walk you through the simple steps to add and manage watchers in Freshservice.
Checkout out video! https://youtu.be/Nz9ZHSjPA0Q
Step-by-Step Guide to Adding a Watcher
Adding watchers to your Freshservice tickets allows you to keep relevant team members in the loop without overwhelming them with unnecessary notifications. Here's how you can add a watcher to a ticket in Freshservice:
Step 1: Locate the Ticket
First, you need to find the ticket you want to add watchers to. Log into your Freshservice account and navigate to the specific ticket.
Step 2: Open the Ticket
Once you have located the ticket, open it by clicking on it.
Step 3: Press the Star Icon
In the ticket interface, look for the star icon located at the top right-hand side of the screen. Click on this star icon.
Step 4: Add Watchers
After clicking the star icon, a new option will appear allowing you to add watchers. Click the plus sign (+) to start adding other agents as watchers.
Step 5: Select Agents
A list of available agents will be displayed. You can choose any agent from this list to add as a watcher. If you want to add yourself, you can do that as well.
Step 6: Removing a Watcher
If you need to remove a watcher, the process is just as simple. Click the negative button (-) next to the watcher's name to remove them from the list.
And that's it! You've successfully added and managed watchers on your Freshservice ticket.
Why Use Watchers?
The Watcher feature is a powerful tool for several reasons:
Improved Communication: Ensures that all relevant team members are aware of ticket updates.
Better Collaboration: Facilitates seamless collaboration between different team members.
Efficient Management: Helps in monitoring the progress of important tickets without being the primary assignee.
Conclusion
Adding watchers to your Freshservice tickets is a straightforward process that can significantly enhance your team's productivity and communication. By following the steps outlined above, you can easily manage who stays informed about ticket changes, ensuring that everyone is on the same page.
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Happy ticket managing!