Title: Customer managers can watch tickets they didn’t create and get notifications when replying
- Original issue:
Customer managers often want to follow tickets from their team. Even if they reply once, they don’t receive further updates unless we add them manually. - When it hurts most:
Managers miss answers or status changes, create duplicate tickets, or ask agents for updates. - Why not solvable with standard:
Zammad notifies only ticket creators or CCs. There is no “watch/subscribe” function for customer users, and replying does not auto-subscribe them. - Expectation:
- Allow customer users to “watch” tickets they can see.
- Auto-subscribe a customer when they reply to a ticket.
- Send them normal customer notifications for future updates.
Environment:
4 agents, B2B software customers with organization managers who oversee many tickets.