A watcher can be any User of the system involved in a ticket who will be automatically notified of any updates or changes to said ticket. You become a Watcher of a Ticket when you create a Ticket or reply to it at any point in it's life cycle. You can also add a Watcher to a ticket, someone who hasn't been involved in it's creation or updates as long as they are a user of the system.
Viewing watchers of a ticket, or to add to or edit the list of current watchers of a ticket simply use the Watchers tab found at the top of all tickets.
Initially the first Watcher of a ticket will be the creator as they will want to be notified when the ticket has it's first response. The next Watcher will be the Agent who answers the ticket as again they will want to be informed of any updates or changes made to the ticket by any other Users or even Agents. You may also add any other interested party to the list if you feel they need to have visibility of the Ticket. This is useful when you manage a Team or perhaps you are the account manager for the customer who raised the Ticket and they need some close attention then perhaps you would like to add yourself to their open Tickets.
Adding a Watcher
To add a Watcher simply use the Add Watcher field to type in the name of the User or Agent you want to add. Begin typing and a list of possible Users will appear to choose from. Select the one you require and click add watcher.
The list of Watchers will be available as a list for all tickets and a watcher can be deleted using the trash can symbol.