How to Troubleshoot Notification Issues for Ticket Watchers

If agents added as watchers on tickets are not receiving notifications, it is usually because their personal notification settings are not properly enabled. To resolve this, agents need to review and adjust their notification preferences in their profile settings.

Click on your profile icon and select View Profile and Settings. Within the settings page, navigate to the Notifications tab. Scroll down to the Tickets section and locate the following notification events:

Make sure the following options are checked and enabled:

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

• Make sure the above options are enabled. If they are not enabled, please enable them and save your changes to update the settings.
• Enabling these ensures that watchers receive alerts whenever someone adds notes or replies to the tickets they are following. After making these changes, notifications should start working as expected for all watchers.

Additional Recommendations:

• Verify that the main Notifications toggle at the top of the Notifications tab is turned ON.
• Confirm that your browser or device allows notifications from your support platform.

Properly configuring these settings helps agents receive timely notifications about watched tickets, enhancing collaboration and response efficiency.

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