Allow Ticket Followers

This article explains how any user who follows a ticket can view the actions related to a ticket. A Ticket Follower will be notified to the key personnel about ticket activities and events (Updates to a ticket). Users can be added/removed from the list to send the notification. Users can also add themselves to follow a ticket. All the notifications triggered will be notified to the Followers if this token ${notification_followers} is added to the respective communication templates.

To allow a user to get notifications for the tickets they follow, set the configuration parameter TICKET_FOLLOWER_FOR_NOTIFICATIONS to Yes. If the configuration parameter is set to No, the Follow/Unfollow button will be hidden.

Follow the below steps to see the notifications for a ticket:

Navigate to WORKSPACES> SERVICE DESK> Ticket Center.
Open the Ticket that you would like to view.
Click on the Follow button to follow a ticket
Click on the Unfollow in case you do not want notifications.
The list of followers can be viewed under the Followers section on the ticket.

Note: Notification will not be sent if the token ${notification_followers} is not added to the respective communication templates