We are thrilled to introduce a highly requested feature called "Ticket Watchers."
Now, you have the option to add or remove additional email addresses in the ticket contact section to CC Ticket Updates.
Currently, only technical replies from the ITFlow App are operational.
Here are some important points to consider:
Ticket watchers can only observe the ticket's progress; they do not have the capability to reply to a ticket via email. Only the designated ticket contact can respond to a ticket.
When ticket watchers receive an email, there will be a message at the bottom stating their status as a watcher and advising against replying since their response will not be added to the ticket.
Work in Progress:
The Watchers list will be displayed on the right-hand side of the ticket details page.
Each ticket reply will include information about who received the email.
When watchers are added or removed this will appear in a private ticket response update
We are working on sending emails to watchers when a ticket is closed.
Watchers will receive emails when a ticket is open.
There will be an option to grant watchers the permission to interact with tickets, or it may be enabled by default.
The email body will now include the names of the watchers.
We are working on allowing the addition of watchers by selecting an existing contact or manually typing an email address in the appropriate field.
We hope these updates will enhance your ticket management experience and improve collaboration within your team. Thank you for your continued support!