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Can I add an agent as "Follower" to a new case?

Hi

When a new case is in the inbox and I assign it manually to an agent, is it possible to add another agent as follower? So he will find this ticket in his subscription list and he will always get notfied when something going on with that ticket?

Further on, would it be possible to add an external email adresse as “follower” so each time changes are done on that case, this adress will be notified?

Thanks in advance for your help.

Hi, I still haven’t found a way to proactively subscribe another agent to the ticket. Is there a way to do so?

Hi,
while adding a note to a ticket you have the option to notify staff and/or external mail adresses. With the option “Subscribe selected” you can at least subcribe other staff members to a ticket.

Hth,
Ronald

1 Like

Thank you very much, Ronald. That’s exactly what I was looking for!!