Support Portal

Search our knowledge base or get in touch

basic

advanced

Exact phrase:

  • Home
  • Categories
  • Sign in
  • Home
  • Categories
  • |
  • Submit a ticket
  • Sign in
  1. Home
  2. Adding Watchers to Tickets
  • General Questions 20 Articles

    • Billing and Pricing 2 Articles
      • LiveHelpNow pricing schedule
      • Cancellation policy
    • Services and Features 30 Articles
      • Integration with other CRM systems
      • Custom information feed
      • Why LiveHelpNow Help Desk Software is Different
      • LiveHelpNow proprietary Whisper Technology
      • Is there a limit to the number of chats I can have each month?
      • Can I place chat buttons on more than one site/domain?
      • Visitor Tracking
      • Mobile Chat - Live Chat for Mobile
      • SMS Chat with landline phone. Under the hood
      • LiveHelpNow Prohibited Content & Commerce Statement
      • Banning IP Addresses
      • Occupancy and Utilization Report
      • Analyze Campaign Data (UTMs) in relation to number of page views, chat sessions and conversions.
      • KB Updates for April 26th, 2022
      • Time Duration in Excel
      • Integration with Google Analytics & Google AdWords
      • How to setup live chat queuing for call centers
      • How LiveHelpNow Systems Work Together
      • Mail Profile Setup - Email "From" address setup
      • KPI Dashboards Set-Up
      • Email-Ticket Management system description
      • Chat, Ticket, Call tagging explained
      • Using the LiveHelpNow Real-Time Language Translator
      • How to Setup Visitor Automations and Lead Scoring
      • Sentiment Analysis
      • Operators explained
      • Outsource customer service to a BPO
      • LiveHelpNow Analytics Report List
      • Streaming API - Eventing API (Webhooks)
      • Salesforce Integration for LiveHelpNow Chat System
    • Security and Privacy 5 Articles
      • LiveHelpNow PCI certification, HIPAA compliance, and Safe Harbor compliance
      • GDPR
      • LiveHelpNow Cookie Policy
      • Recommended LiveHelpNow chat settings for HIPAA, PCI compliance
      • Live Chat in California
    • Can my agents handle multiple chats at a time?
    • How many web agents does my site require?
    • Why LiveHelpNow Help Desk Software is Different
    • Is there a limit to the number of chats I can have each month?
    • I have multiple web sites I would like to support. Is this possible with LiveHelpNow ?
    • Chatting with multiple customers at the same time
    • Visitor's raw log data storage
    • LiveHelpNow Prohibited Content & Commerce Statement
    • LiveHelpNow Section 508 Compliance & Accessibility for Visually Impaired Users
    • Live Chat in California
    • Occupancy and Utilization Report
    • Time Duration in Excel
    • KPI Dashboards Set-Up
    • Email-Ticket Management system description
    • Adding Watchers to Tickets
    • Are there any limitations in the Trial account?
    • Sentiment Analysis
    • Operators explained
    • What is LiveHelpNow? Why should i choose LiveHelpNow for my business?
    • Salesforce Integration for LiveHelpNow Chat System
  • Getting Started 13 Articles

    • Installation 9 Articles
      • How to customize LiveHelpNow
      • Automatic Department Routing
      • Live chat installation on multiple websites
      • Installation in Wordpress
      • How to upgrade LiveHelpNow WIndows App.
      • BigCommerce Plugin Installation Guide
      • Installing LiveHelpNow on Magento
      • I have Google Tag Manager (gtm), Google Analytics Classic (gaq) and Universal Google Analytics (ga), but it always defaults to ga with the embedded window
      • Integrating Google Tags Manager with the embedded window
    • Training Resources 18 Articles
      • LiveHelpNow proprietary Whisper Technology
      • How to Search Chat History
      • How do I view the Browsing History for a visitor?
      • Chatting with multiple customers at the same time
      • Creating and administering Live Help Bot
      • Accepting and transferring chats
      • How to add canned messages
      • Occupancy and Utilization Report
      • Time Duration in Excel
      • Changing customer provided chat information
      • Adding Watchers to Tickets
      • How to view closed tickets
      • Email-Ticket Workflow
      • How to Generate Reports On-Demand
      • Callbacks Workflow
      • Using the LiveHelpNow Real-Time Language Translator
      • Abandoned live chat requests. Causes and solutions.
      • Outsource customer service to a BPO
    • Account Setup 7 Articles
      • Recommended LiveHelpNow chat settings for HIPAA, PCI compliance
      • Assigning Administrators and choosing extra permissions for operators
      • Managing Departments
      • How to do a "unattended / silent installation" so you can push the LiveHelpNow Alerter software to client computers remotely
      • How to Setup Support Ticket Automations
      • Department Isolation
      • Operator Auto Logout Settings
    • How to customize LiveHelpNow
    • How to Search Chat History
    • How do I view the Browsing History for a visitor?
    • Chatting with multiple customers at the same time
    • Creating and administering Live Help Bot
    • Occupancy and Utilization Report
    • How to Generate Reports On-Demand
    • Steps to upgrade your trial
    • Offline window settings
    • Operators explained
    • Firewall setup for LiveHelpNow service
    • I have Google Tag Manager (gtm), Google Analytics Classic (gaq) and Universal Google Analytics (ga), but it always defaults to ga with the embedded window
    • Integrating Google Tags Manager with the embedded window
  • Customization 14 Articles

    • Live Chat System 35 Articles
      • Trigger chat invitations
      • Customizing system messages used in a chat conversation
      • System chat messages customization - Welcome message
      • Mobile Chat - Live Chat for Mobile
      • Live chat installation on multiple websites
      • Creating and administering Live Help Bot
      • Call Deflect
      • Banning IP Addresses
      • Recommended LiveHelpNow chat settings for HIPAA, PCI compliance
      • Live Chat in California
      • Email Transcripts
      • Connecting Twilio Messaging with your LiveHelpNow account
      • Supporting customer via text
      • How to setup live chat queuing for call centers
      • How to export chat transcripts for your records
      • Decrease wait time for customers before chat is accepted
      • Mail Profile Setup - Email "From" address setup
      • New visitor notification
      • Chat, Ticket, Call tagging explained
      • Managing Operator View Access
      • How to send visitors their chat transcript by email and include a survey
      • Chat Session Timeout
      • How to Setup Visitor Automations and Lead Scoring
      • Live Chat Skill routing and overflow
      • Right-to-left language support
      • Perform an action in a custom code before chat launch
      • Dynamic Department Routing
      • "Live chat is currently unavailable" message
      • Importing Canned and Knowledge base content from other systems
      • New visitor notification
      • Department Isolation
      • How to set up department routing via pre-chat requirements
      • Chat System Customization
      • Showing operator photo in chat
      • How to Setup a Post Chat or Ticket Survey
    • Ticket System 14 Articles
      • Allow customers to submit inquiries via URL, link
      • Activating post ticket survey
      • Mail Profile Setup - Email "From" address setup
      • Add customer satisfaction surveys to your ticket responses and resolutions
      • Adding Watchers to Tickets
      • Managing Ticket-Email Notifications
      • Supporting multiple brand with email-ticketing system
      • How to Setup Support Ticket Automations
      • Right-to-left language support
      • Ticket SLA and Reminders
      • Importing Canned and Knowledge base content from other systems
      • Dealing with SPAM
      • Ticket Autoresponder Email Templates
      • Using LiveHelpNow Support Ticket Software for Drip marketing (Lead nurture)
    • Knowledge Base 12 Articles
      • Publish knowledge base system by pointing CNAME record for your domain
      • Hiding [Sign In] link within support portal header
      • Embed video content within an article
      • KB Updates for April 26th, 2022
      • Content blocks explained
      • Gain SEO benefit for your main website domain after publishing a support portal or Knowledge Base
      • Configuring the Customer Support Portal
      • Setting Up Multiple Knowledge Bases
      • Knowledge Base Update - June 2021
      • How to customize the look of the published Knowledge Base
      • Importing Canned and Knowledge base content from other systems
      • How to publish Knowledge Base system
    • Embedded Widget 3 Articles
      • Customization options for the Embedded Widget
      • CSS customization of the Embedded Widget
      • Hiding embedded widget when all agents are offline
    • Workforce Management 2 Articles
      • Workforce management - Shifts and Holidays
      • Occupancy and Utilization Report
    • How to customize LiveHelpNow
    • Live chat installation on multiple websites
    • Creating and administering Live Help Bot
    • Pre and Post inquiry Customer satisfaction surveys
    • Integration with Google Analytics & Google AdWords
    • Configuring the Customer Support Portal
    • Setting Up Multiple Knowledge Bases
    • How to send visitors their chat transcript by email and include a survey
    • Exporting leads in Auto-Lead Data Format (ADF XML)
    • Offline window settings
    • Operators explained
    • Right-to-left language support
    • Customize with different languages
    • Salesforce Integration for LiveHelpNow Chat System
  • Advanced Customization 17 Articles

    • Adv Installation 3 Articles
      • Install LiveHelpNow widget on Shopify.
      • Routing chat to individual operators
      • Integrating LiveHelpNow into Google Tag Manager
    • Adv Troubleshooting 3 Articles
      • My browser notification do not show for LiveHelpNow events
      • Unable to upload files while using LiveHelpNow Windows App
      • Troubleshoot: Keep going offline issue.
    • Adv Customization 8 Articles
      • Embeddable Widget SDK
      • Allow customers to request callback via URL, link
      • Building SMS Chat bot
      • Mapping the flow for your Live Help Bot
      • Live Chat Skill routing and overflow
      • Ticket SLA and Reminders
      • Dealing with SPAM
      • Embedded Widget - Enable names and Times for Each Chat message
    • Integrations 21 Articles
      • Custom information feed
      • Google Business Messages Integration
      • MS Teams Integration
      • Slack Integration
      • Developers: LiveHelpNow API
      • Embedded Widget - Optional Mobile tweks
      • Installation within a mobile app
      • Integration with Sage
      • Connecting Twilio Messaging with your LiveHelpNow account
      • Facebook integration
      • Supporting customer via text
      • Integration with Google Analytics & Google AdWords
      • How to export chat transcripts for your records
      • Using LiveHelpNow Events with Google Tag Manager
      • Facebook integration troubleshooting
      • Integration with ZenDesk
      • I have Google Tag Manager (gtm), Google Analytics Classic (gaq) and Universal Google Analytics (ga), but it always defaults to ga with the embedded window
      • Integrating Google Tags Manager with the embedded window
      • Streaming API - Eventing API (Webhooks)
      • Using LiveHelpNow Support Ticket Software for Drip marketing (Lead nurture)
      • Salesforce Integration for LiveHelpNow Chat System
    • HelpOut Tab 1 Articles
      • Supplying already known pre-chat fields
    • Chat Buttons 3 Articles
      • Install live chat as a link
      • Custom Live Chat Buttons
      • Supplying already known pre-chat fields
    • Chat Windows 4 Articles
      • Redirect to custom offline window when all operators are offline
      • Customizing chat windows for different languages
      • Mail Profile Setup - Email "From" address setup
      • Supplying already known pre-chat fields
    • Chat Invitations 1 Articles
      • Trigger chat invitations
    • Install live chat as a link
    • Trigger chat invitations
    • Custom information feed
    • Redirect to custom offline window when all operators are offline
    • Custom Live Chat Buttons
    • Two-Factor Authentication (MFA, 2FA)
    • Configuring SSO in Azure AD
    • Configure SSO in Google SAML
    • How to export chat transcripts for your records
    • Using LiveHelpNow Events with Google Tag Manager
    • Perform an action in a custom code before chat launch
    • Dynamic Department Routing
    • Dealing with SPAM
    • I have Google Tag Manager (gtm), Google Analytics Classic (gaq) and Universal Google Analytics (ga), but it always defaults to ga with the embedded window
    • Integrating Google Tags Manager with the embedded window
    • Streaming API - Eventing API (Webhooks)
    • Supplying already known pre-chat fields
  • Troubleshooting 24 Articles

    • Live Chat auto invitations do not appear when testing
    • Time Duration in Excel
    • Troubleshooting Android App notifications
    • Published knowledge base articles display incorrectly
    • Why is there a message when installing the Alerter that says: "Object already exists"?
    • Using traceroute to diagnose network routing issues
    • Find Alerter notification software icon in Windows 7
    • Hardware Firewall SonicWall Issues
    • How to determine if your network has issues connecting to LiveHelpNow
    • Error: "There is a problem with this Windows Installer package. A DLL required for this install to complete could not be run. Contact your support personnel or package vendor"
    • Using LiveHelpNow Events with Google Tag Manager
    • Viewing Exported CSV files containing Arabic characters
    • New visitor notification
    • The installer was interrupted before LiveHelpNow could be installed. You need to restart the installer to try again.
    • Hiding embedded widget when all agents are offline
    • This installation package could not be opened
    • There is a problem with this Windows installer package. A DLL required for this install to complete could not be run.
    • LiveHelpNow operator panel loads slowly, shows "Page not found" errors or freezes.
    • How to fix audio notifications for LiveHelpNow Windows App
    • "Live chat is currently unavailable" message
    • LiveHelpNow Windows App MSI installer fails with error 2503 and 2502
    • Windows App (Alerter) is showing "Connecting to notifications" message
    • Troubleshooting live chat button status
    • Forgot Password
  • Security and Compliance 3 Articles

    • LiveHelpNow Data Protection and Storage
    • Configuring SSO in Azure AD
    • Configure SSO in Google SAML

Popular Knowledge Base Articles

  • Integration with other CRM systems
    • 23720
    • 57
  • How many web agents does my site require?
    • 25490
    • 59
  • Custom information feed
    • 35995
    • 29
  • Install live chat as a link
    • 33887
    • 62
    • 0

Adding Watchers to Tickets

  • Date updated 2021-06-03
  • Rating
  • Categories
  • General Questions
  • Training Resources
  • Ticket System
  • Tags
  • add cc to ticket
  • watcher

What is a watcher? When should I add watchers to my support tickets? How do I do that?

A quick Google search will tell you that a watcher is "a person who observes something attentively or regularly".

The 'watchers' feature is best described as an 'ongoing carbon copy' of ticket updates to people that need to be kept informed of changes to the ticket's (or customer's) status.

This term is widely used in ticketing systems for software development that track bugs however there are many other reasons to add watchers to your tickets:

  • You're using the ticketing system as a task manager and you want to keep your project team informed about the status of a task.
  • Keep other operators informed when a customer's ticket is touching on their functional area (without reassigning the ticket to them) in case:
    • Additional help from technical support will be necessary.
    • Changes to a bill or invoice will be needed.
    • A sales opportunity is emerging.
    • A department manager or company owner needs to be informed of a ticket's progress.
  • Keep external stakeholders (partners, affiliates, distributors, etc) informed of ticket updates when you both have a relationship with the customer.

 

How to add watchers to a ticket:

  1. Open the Operator Panel & switch to the TICKETS tab.
  2. Select a ticket worth watching from the Tickets grid.
  3. Click the 'watchers' icon (looks like a set of binoculars).



  4. Select operators from the right column (using the + sign).
    Emails will be sent to each operator you've added as a watcher informing them that they are now watching a ticket. They will be emailed each time the ticket is updated by either the customer or the ticket assignee (you).
  5. (Optional) Add one or more external watchers by entering their email addresses.
    External watchers will be emailed each time the ticket is updated by either the customer or the ticket assignee (you).
  6. Click [Update Watchers] to save your changes.

 

Watcher FAQs:

Q: Can watchers respond to the ticket-email updates they receive? If they do, what happens?
A: Yes, If a watcher responds to a ticket update via email their comments are marked private and will be invisible to the customer since they are not the ticket assignee.

Q: Can operators remove themselves as watchers?
A: Yes they can, in fact any operator can remove a ticket watcher in the same manner that a watcher is added (explained in steps 4 & 5 above).

Related articles

  • What is LiveHelpNow? Why should i choose LiveHelpNow for my business?
    • 34078
    • 30
  • Why LiveHelpNow Help Desk Software is Different
    • 35118
    • 34
  • I have multiple web sites I would like to support. Is this possible with LiveHelpNow ?
    • 25135
    • 57
  • How many web agents does my site require?
    • 25490
    • 59
  • Are there any limitations in the Trial account?
    • 28655
    • 59
  • How do I view the Browsing History for a visitor?
    • 28897
    • 59
  • Chatting with multiple customers at the same time
    • 31602
    • 61
  • Email-Ticket Management system description
    • 33004
    • 66
  • Accepting and transferring chats
    • 22370
    • 58
  • Salesforce Integration for LiveHelpNow Chat System
    • 62080
    • 74
  • What is a watcher? When should I add watchers to my support tickets? How do I do that?
Rate this article
Subscribe to alerts for this article below
Your email is now subscribed to alerts for this article
Your email is not subscribed to alerts for this article
Unsubscribe to alerts for this article below

Company Sites

Home

Blog

Test Agents

Hire Agents

GDPR Info

Privacy policy

Categories

  • General Questions
  • Getting Started
  • Customization
  • Advanced Customization
  • Troubleshooting
  • Security and Compliance
  • -- All Categories --

Connect With Us

  • LiveHelpNow
  • The most agent friendly contact center software
  • 515 S West End Blvd Suite 202
    Quakertown, PA 18951

  • 877-548-3001
  • help@livehelpnow.com
  • https://www.livehelpnow.net
    Powered by LiveHelpNow customer support suite