Agents may sometimes want to monitor the progress of a ticket that has not been allocated to them. They will become a watcher of that ticket so that they receive an email notification if there is an update (such as a ticket reaction or a status change).
Supervisors can keep an eye on newcomers as they fix problems and navigate the helpdesk as ticket watchers. They can set up Business rules to automatically add themselves as watchers to tickets that contain specific words or are sent by specific requesters as soon as they are produced.
