The External Subscriber feature allows agents who are not associated with a ticket’s category to stay informed and contribute to ticket progress.
Adding an External Subscriber:
To add an agent as an external subscriber:
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Open the ticket you want to share.
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Click Add Subscribers at the top right of the ticket details page.
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Go to the External Subscribers tab.
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Search and select the agent you want to add.
Note: Only agents with the Access subscribed tickets in unassociated categories (external subscribers) permission will be listed here.
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Upon clicking Save, a warning will be displayed indicating that the selected agent will gain access to the ticket and receive notifications. The agent must confirm this action and click the Add button to complete the subscription.
- The selected agent will now receive updates about the ticket.
Access Permissions for External Subscribers:
The agent’s ability to interact with the ticket depends on the “Access subscribed tickets in unassociated categories (external subscribers)” permission in their role.
1. Without Permission Enabled:
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Agents receive email notifications for ticket updates.
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Agents cannot access or view the ticket in the Helpdesk.
2. With Permission Enabled:
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Agents can view the ticket directly in Helpdesk.
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Agents can add private notes, update ticket fields such as Due Date and Time Spent, and unsubscribe from the ticket if needed.
Note: External subscribers cannot send replies to contacts.
This feature is useful when:
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Grant visibility to subject matter experts without changing category assignments.
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Enable cross-functional collaboration on restricted tickets.