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  1. Glossary
  2. Ticket watcher

Ticket watcher

Ticket watcher is a tool that allows tracking the progress of a ticket without being assigned to it, helping with efficient customer support management. LiveAgent offers this option, notifying the watcher of updates such as replies or status changes. It is recommended for businesses that want to enhance their customer service.

Ticket watcher

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.

LiveAgent automated ticket distribution

Frequently Asked Questions

  • What does ticket watcher mean?

    Ticket watcher is a person who tracks the progress of a specific ticket but is not responsible for it. He receives a notification when an update occurs, such as a ticket reply or status change.

  • Why should you use a ticket watcher?

    Ticket watcher is worth using when a ticket has been created, for example, by a VIP client, or you need to check whether the new employee is doing well with the tickets or you just need to have control over a specific ticket.

  • Does LiveAgent provide the ticket watcher option?

    LiveAgent provides a ticket watcher option. A given ticket can be linked to the view of a specific agent or the entire department.

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Expert badgeExpert’s note

Ticket watcher is a useful tool for tracking the progress of a ticket, even if you're not responsible for it. LiveAgent provides this option for better customer service.

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LiveAgent offers customer service software with various features, including a customizable ticketing system, VoIP phone systems, and inbound call center software. It has received praise for its ease of use, reliability, and cost-effectiveness, with pricing starting at $9/month/agent. LiveAgent enables efficient ticket management, allowing businesses to handle customer inquiries systematically and analyze performance metrics. Customers praise its prompt support, categorization of tickets, chat options, and ease of use. Overall, it is considered a reliable and cost-effective solution for efficient customer service.

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