FAQ

For adding additional agents to get email alerts for changes made in tickets, add them as a watcher in the ticket.

Yes, @mentioning done by an agent in the ticket public reply/notes will add a user in a watch list and they will receive email notifications as like watchers.

Only Active agents can be @mentioned. Customer/Contact cannot be @mentioned.

No, only the agents can be added to the watch list. To add customers/contact, use the Additional Notification (CC) instead of the watcher.

Use the CC field to add additional Customer Email IDs.

Yes, agents can use Add Worklog available on the ticket details page to log the time spent on a ticket.

No, priority can be changed only in the agent portal by agents. Customers can’t change a priority. If you want customer to set a priority, you can create a custom field for customer priority and use automation triggers to change

Yes, agents use the Add Link option to create a parent-child relationship between tickets.

Yes. By using the Add Web Link feature available in Agent Portal ticket details page, the external web URLs can be linked to a ticket.

The ticket can be moved to the Hold status. This will temporarily pause the SLA timer and prevent it from being escalated.