If you need to keep more people in the loop on a particular Ticket, just add them as followers!
When you add someone as a Follower on a Ticket, they will be able to contribute to the Ticket by updating status, adding notes, and even adding further followers. They will also receive all notifications surrounding the Ticket as well.
Adding Followers on the Mobile App
1) While in Tickets, tap on the Ticket you wish to add Followers to.
2) On the mid-right of your screen, you will see "Followers (0)." Tap here to start updating the Followers!
3) In the popup menu, scroll or search for the users you wish to add as Followers.
4) Tap the checkbox next to a users name to add them as a Follower! To remove a Follower, tap the "X" next to their name above.
5) Drag down the popup menu to close, and you now have Followers on your Ticket.
6) You will now see next to Followers the amount of Followers on the Ticket. In this example, (2).
Adding Followers on the Web App
1) While in Tickets, search for the Ticket you wish to add Followers to.
2) While the Ticket is pulled up on the right, locate "Followers" on the right side of your screen. Click to begin adding Followers.
3) In the popup menu, scroll or search for the users you wish to add as Followers.
4) Click the checkbox next to a users name to add them as a Follower! To remove a Follower, click the "X" next to their name above.
5) Click "Close" to save and end adding Followers!
Suggested Articles:
- How to Update a Ticket Status
- How to Mute a Ticket
- Ticket History
- How to Communicate with Notes on Tickets