The 'Ticketing' product’s addition of a Watchers feature in tickets enhances collaboration and transparency within a team or organization. By allowing stakeholders and team members to stay informed about ticket progress without directly participating in its resolution, the feature promotes visibility and accountability. Watchers receive notifications about updates, facilitating communication and knowledge sharing, ensuring everyone remains on the same page. This feature ultimately improves efficiency and effectiveness in managing tickets or tasks by fostering a culture of collaboration and transparency.

MANAGE WATCHERS

All the service tickets can be viewed under the 'Ticketing' tab on the left navigation rail. Once on the 'Ticketing' page, navigate to the 'Watchers' section for any ticket and hover over it. 

You will view the watchers added to the ticket. Click on the 'Manage Watchers' button.

ADD WATCHER

A drawer will appear on the right-hand side of the screen. Here, you can view the users who are watching the ticket, and add users as Watchers for the ticket. 

To add a watcher, check the box next to the user's name. You also have the ability to search for names in the search box. Once the box is checked, click 'Save.'

After saving, a toast message will appear on the screen that reads, "Watchers updated successfully."

REMOVE WATCHER

To remove the watcher, click on the 'Manage Watchers' button; a window will appear. Uncheck the boxes next to the watcher's names, and then click 'Save.'

After saving, the user will be successfully removed as a watcher, and a toast message will appear on the screen that reads, "Watchers updated successfully."

FILTER BY

You can customize the list of tickets using the 'Filter by' tab to view only  tickets  you are Watching/not Watching

Other filters include type, status, time period, and owner in a single-location account, and ticket status, location, city, state, time, and owner in a multi-location account. 

For additional filters, click the 'See all filters' button.

VIEW ACTIVITY

To monitor activity and progress on each support ticket, click the 'View Activity' button located at the bottom right of every ticket.

Upon clicking the 'Activity' button, you can view internal reporting for a specific ticket, as well as track the progress of issue resolution.

From the pop-up window, use the drop-down menu to select the appropriate status update for the ticket. The available statuses for ticket assignment are: New, Assigned, In Progress, Resolved, and Closed. 

To learn more about these statuses, refer to the article: How do I create, assign and manage tickets under the 'Ticketing' tab?

MANAGE NOTIFICATIONS

Birdeye allows you to receive notifications via text or email. You have the ability to manage user notification settings at any point in time.

To change the notification settings for a user, click on the 'User account' icon on the top navigation rail, and select 'Notifications.'

A new screen will appear. Click on 'Edit your notifications.'

On this page, check the businesses for which you wish to change the notification settings, then click on 'Edit notifications.'

It will display the options in this section.

Scroll down to the 'Ticketing emails' section and check the box to receive emails for various options.

Once you have selected your preferences, click 'Save.'

After saving, a toast message will appear on the screen that reads, "Your notification settings have been changed."