How to 'Watch' Another Advisor's Ticket

While ExpertConnect tickets only have one assigned advisor, tickets can have multiple watchers. This feature allows advisors to receive notifications for tickets that another advisor is assigned to. Within any ticket, advisors can assign themselves or their colleagues as watchers and specify what types of notifications they want to receive regarding the ticket activity.

Reasons to watch a ticket:

• Monitoring a ticket while waiting on another team - If you need a response from parts or service before you can proceed, watching the ticket ensure you see their update immediately.
• Supervisor following new advisor tickets - Managers or mentors can watch tickets created by new advisors to ensure accuracy, provide coaching, or jump in if help is needed. 
• Staying updated after transferring ownership - If you transfer a ticket for escalation or team change, watching it lets you continue to follow progress without remaining the owner. 
• Tracking high - priority or sensitive issue - For important customers, repeated problems, or potential escalations, watching the ticket helps advisors and managers stay informed.
• Coordinating between multiple locations - If multiple locations are involved in the same customer issue, customers can watch the same ticket to stay aligned.
• Monitoring ticket after providing instruction - If you gave guidance to another advisor on resolving an issue, watching help you ensure instructions are followed successfully.
• Staying in the loop on long-running cases - Some customer issues may stay open for days of weeks, watching ensure you don't miss any updates

If you want to watch a ticket that you are not the assigned advisor on, click into the ticket's Watch Options and select the green “Start Watching” box on the top of the pop out.

On the Web Dashboard and mobile app, to see tickets that you are a Watcher on navigate to the Watch tab in between Team Tickets and All Tickets