There are sometimes when you might want to follow the progress of a ticket, even if it is assigned to another agent in your team. As the help desk manager, you might want to keep a tab on a ticket submitted by a high value customer. You can monitor interesting tickets by clicking on the “Star” icon within that ticket.
Quick guide to monitoring important tickets:
Click on the Tickets tab to open up your list of tickets
Open up any ticket of your choice, which you'd like to monitor/watch
From the message on the top, click on the Star icon
- This ticket will now be added to your watched tickets list. You can view all your monitored tickets by selecting the "Tickets I am Watching" view.
Please select attachment for an image walk through below:
