If an agent is added as a watcher on a ticket but does not receive notifications, the most common reason is that the required personal notification settings are disabled in that agent’s profile.

Watcher notifications are controlled individually for each agent. This means the affected agent must enable the required notification events from the agent profile settings.

To review or update watcher notification settings:

1. Click the Profile icon in the Agent Portal.

2. Click View Profile and Settings.

   

3. Open the Notifications tab.

   

4. Scroll to the Tickets section and make sure the following events are enabled:

   • Notes added to ticket I am watching
   • Reply added in ticket I am watching

   After enabling the required events, click Update.

   

Additional Checks

1. Verify the Main Notifications Toggle
On the Notifications tab, make sure the main Notifications toggle at the top of the page is turned ON.

If this toggle is turned OFF, individual ticket notification events will not be delivered even if they are enabled.

2. Verify Browser or Device Notification Permissions
If the agent expects to receive browser or device notifications, check whether notifications are allowed for the support site in the browser or operating system.

Troubleshooting Steps

1. Agent still does not receive watcher notifications
If the agent still does not receive notifications after updating the settings, verify the following:

• Both of these watched-ticket events are enabled:
  • Notes added to ticket I am watching
  • Reply added in ticket I am watching
• The agent clicked Update after changing the settings.
• The main Notifications toggle is turned ON.

2. Browser notifications do not appear
If browser notifications are expected but nothing appears, verify the following:

• The browser permission for the support site is set to Allow notifications.
• Operating system notification settings allow notifications for the browser application.

Frequently Asked Questions

1. Which settings control watcher notifications?
   In Notifications > Tickets, these events control watcher notifications:

   • Notes added to ticket I am watching
   • Reply added in ticket I am watching

2. Why do some watchers receive notifications while others do not?
   Watcher notification settings are configured separately for each agent. If an agent has the watched-ticket events disabled, notifications will not be sent to that agent.

3. Do browser permissions affect watcher notifications?
   Yes, if the agent expects browser or device notifications. Even when notification settings are enabled in BoldDesk, browser or operating system permissions can still prevent notifications from appearing.

Related Articles

1. How to Personalize Agent Portal Settings
2. How to Enable Browser Notifications on Windows and Mac