Both Kayako (our old tickets system) and Redmine (our current bugtracker for software development and organizational tickets) feature the ability to watch tickets.
That is, an agent can click on a “Watch” button on a ticket he has access to, and the system will keep him up-to-date on everything that happens to the ticket (both systems use e-mail for this because they don’t support browser notifications).
Since we’ve migrated to Zammad, I have already received several questions how to this in Zammad, but unfortunately, Zammad doesn’t seem to be able to do this yet. I would imagine it to work like this:
In the ticket zoom, a new option “Watch” is added to the Ticket drop down list in the sidebar (where History, Merge and Change customer are located). The option changes to “Unwatch” when the user is already watching the current ticket.
Beneath “tags” and “links”, a new list “watchers” is added to the sidebar which lists which agents are watching this ticket.
A new overview “My watched tickets” shows a list of all tickets that the current user is watching. It only filters by watched tickets, that is, it will list all watched tickets, regardless of their state open/closed etc.
To remove a ticket from the list, the agent has to unwatch it.
The user will receive notifications for all tickets he is watching, for everything that happens to the ticket. The notifications are configurable in the notification tab of the user profile.