Time tracking features
Discover how LiveAgent's time tracking feature can enhance productivity and efficiency for your team. Monitor ticket resolution times, optimize workflows, and b...
6 min read
Time tracking
Productivity
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What is a ticket watcher?
Often, you want to see the progress of a Ticket, even though it might be assigned to a specific agent or a department. This can happen in numerous situations e.g. the ticket was created by a VIP customer or is being answered by a new hire and you simply want to keep an eye on an opened ticket.
Why Use a Ticket Watcher?
Ticket watchers are valuable in several scenarios:
- VIP Client Monitoring: When a ticket is created by an important VIP customer, you may want to monitor its progress closely without being directly responsible for handling it
- New Hire Evaluation: Track how new employees are handling their assigned tickets to ensure quality and provide guidance
- Quality Assurance: Maintain oversight of specific tickets to ensure they meet your service standards
- Escalation Management: Monitor tickets that may require escalation or special attention
How Ticket Watcher Works
A ticket watcher is a person who tracks the progress of a specific ticket but is not responsible for it. When you add someone as a ticket watcher, they receive notifications whenever updates occur on that ticket, such as:
- Ticket Replies: When a customer or agent responds to the ticket
- Status Changes: When the ticket status is modified
- Ticket Updates: Any other changes made to the ticket
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Benefits of Using Ticket Watchers
Real-Time Notifications
Watchers receive instant notifications about ticket activity, ensuring they stay informed about important developments without being directly involved in ticket resolution.
Flexible Monitoring
A given ticket can be linked to the view of a specific agent or the entire department, providing flexibility in how you manage ticket oversight.
Improved Quality Control
By monitoring tickets, supervisors and managers can ensure that customer service standards are being met and provide feedback to agents when needed.
Training and Development
New hires can be monitored through ticket watchers, allowing managers to assess their performance and provide coaching without directly handling their tickets.
