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:
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From the Incident Listing or Detail Page
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Click the Star icon next to the incident in the ticket listing or at the top of the incident detail page to subscribe yourself.
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Using the Share Button
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Click the Share button at the top-right corner of the incident detail page.
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Select Self or another agent.
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Click Save to complete the subscription.
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While Replying to an Incident
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Click More Actions while composing a reply.
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Select Add Subscriber and choose the agent(s) to be subscribed.
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Auto-Subscription
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Agents are automatically subscribed to an incident when they add a reply or a private note to the incident.
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Unsubscribe from an Incident:
Agents can unsubscribe other agents from an incident, ensuring only relevant team members receive updates.
Steps to Unsubscribe an Agent:
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Open the incident detail page
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Click on the Share button at the top-right corner.
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In the list of subscribers, search for the agent under:
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Subscribers – Agents currently associated with the incident's team.
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External Subscribers – Agents not currently associated with the incident's team.
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Uncheck the respective agent.
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Click “Save” to apply the changes.
Once unsubscribed, the agent will no longer receive notifications related to the incident.