Agents can subscribe to incidents to stay updated on changes and discussions. Additionally, with the latest enhancement, agents can now unsubscribe other agents from an incident.

Subscribe to an Incident:

Agents can subscribe to an incident using the following methods:

• From the Incident Listing or Detail Page

  • Click the Star icon next to the incident in the ticket listing or at the top of the incident detail page to subscribe yourself.

• Using the Share Button

  • Click the Share button at the top-right corner of the incident detail page.

  • Select Self or another agent.

  • Click Save to complete the subscription.

• While Replying to an Incident

  • Click More Actions while composing a reply.

  • Select Add Subscriber and choose the agent(s) to be subscribed.

• Auto-Subscription

  • Agents are automatically subscribed to an incident when they add a reply or a private note to the incident.

Unsubscribe from an Incident:

Agents can unsubscribe other agents from an incident, ensuring only relevant team members receive updates.
 

Steps to Unsubscribe an Agent:

• Open the incident detail page

• Click on the Share button at the top-right corner.

• In the list of subscribers, search for the agent under:

  • Subscribers – Agents currently associated with the incident's team.

  • External Subscribers – Agents not currently associated with the incident's team.

• Uncheck the respective agent.

• Click “Save” to apply the changes.

Once unsubscribed, the agent will no longer receive notifications related to the incident.