If you would like to keep an eye on the progress of an important ticket, even though it is assigned to another agent, you can subscribe to it. Once you subscribe to it, you will get notifications of all upcoming updates on that ticket.

Watch a Feature Walkthrough 📽:

Adding yourself as a Subscriber on a ticket:

• Log in to your agent portal.
• Go to Tickets from the module switcher.
• Click on the desired ticket to go to its details page.
• Click on the "Star icon" to add yourself as a subscriber. You can also perform this action from the ticket list page.
• To remove yourself as a subscriber, click the "Star icon" again.

Subscribing from ticket details page:

Subscribing from ticket list page:

Viewing list of /Adding other agents as subscribers on a ticket:

• Log in to your agent portal.
• Go to Tickets from the module switcher.
• Click on the desired ticket to go to its details page.
• Lookout for the small profile icon along with a "+"  symbol just above the ticket updates section. 
• Hover over the profiles to see the list of current subscribers on a ticket. Click the "+" symbol to add other agents as subscribers to a ticket.

Note: You can only add agents under the associated category as subscribers to a ticket.

Pro tip: You can automate the process of subscribing to tickets - Check out this article to know how.