Ticket followers\subscribers

Question:

Are there watchers (or followers) function for the ticket? I mean – can I add a user/users who will be “attached” to the ticket and get every update by email?

Answer:

Yes, you can add users as "subscribers" to the ticket. Those subscribers are listed on top of the "reply" area. You can additionally control which subscribers will get your particular reply. To add new subscribers to the ticket simply click the "add..." link on the toolbar above the Reply area and then select the users to be added to the ticket.

Subscribers will receive email notifications every time the ticket is updated and will be able to send their comments to the ticket by replying to those notifications.

When you send a new EMAIL to the helpdesk app, the "CCed" users are added as subscribers to the new ticket. Unless this feature is not disabled in the admin area.

P.S. Some of our clients have been asking "can I share a ticket between two customers?" - yes, this can be done by adding another user to ticket subscribers!