How to Manage Ticket Watchers for Email Notifications in BoldDesk
In BoldDesk, Ticket Watchers allow agents to receive email notifications for ticket updates even when they are not the assigned agent. This helps teams stay informed, collaborate effectively, and monitor ticket progress without changing ticket ownership.
This article explains how to add or remove agents as watchers, how watcher notifications work, and where to view tickets you are watching.
Check out this video tutorial for more details.
Use Cases
Use ticket watchers when you want to:
- Keep supervisors informed about critical tickets
- Collaborate with other agents without reassigning tickets
- Monitor ticket progress across teams
- Receive updates on tickets you are not assigned to
- Only agents can be added as ticket watchers.
- Contacts or customers cannot be added as watchers.
- To notify customers or external users, use the CC field instead.
How Ticket Watcher Notifications Work
- Watchers receive email notifications for ticket updates, similar to the assigned agent
- Notifications respect email notification settings
- Watchers do not gain edit or assignment permissions unless their role allows it
Add or Remove Yourself or Another Agent as a Ticket Watcher
Use the Watchers Option
Navigation Path
Tickets → Open Ticket → Watchers
Steps
- Open the required ticket.
- Click Watchers in the ticket header.
- Select your name to add yourself as a watcher or select another agent (if permitted) to add them as a watcher.
- To stop watching the ticket, click the Remove icon next to the agent’s name.
To add or remove other agents as watchers, the agent must have the Add or remove other users as watcher permission enabled.
Use the Keyboard Shortcut
- Press W while viewing a ticket to:
- Add yourself to the watcher list
- Remove yourself from the watcher list
This shortcut works only for the current agent.
Use @Mention in Ticket Replies or Notes
When you @mention an agent in a ticket reply or internal note:
-
The mentioned agent is automatically added to the watcher list
-
The agent starts receiving email notifications for the ticket
Remove an Agent from the Watcher List
Navigation Path
Tickets → Open Ticket → Watchers
Steps
-
Open the ticket.
-
Locate the agent in the Watchers list.
-
Click the Remove icon next to the agent’s name.
View Tickets You Are Watching
BoldDesk provides a predefined ticket view for tracked tickets.
Navigation Path
Tickets → Views → Tickets I Am Watching
This view displays all tickets where you are added as a watcher.
Allow Adding Other Agents as Watchers
By default, agents can manage their own watcher status. To add or remove other agents, the following permission must be enabled.
Navigation Path
Admin → Roles & Permissions → Agent Permissions
Required Permission
Add or remove other users as watcher
Once enabled, agents can manage watchers for other agents on a ticket. Explore further instructions about Managing Agent Roles and Permissions in BoldDesk.
Frequently Asked Questions
-
Can customers be added as ticket watchers?
No. Only agents can be added as watchers. -
Do watchers receive the same notifications as assignees?
Yes. Watchers receive email notifications for ticket updates. -
Does adding a watcher change ticket assignment?
No. Watchers do not affect assignment or ownership.
