Confused by what you mean by a customer passing an incident.
You can have techs re-assign tickets to other techs. Or as was posted by AshC the tech changes the customer.
Customers from my experience just open/close and edit incidents. Nothing more.
For your watchlist question. You can create a trigger to add all employees to the watchlist and then they will always receive notifications.
Hi Ryan,
When a customer raises an incident, we work on it, and may respond the the customer a week later. However sometimes the customer who raised the incident will miss the reply as the customer is on annual leave etc. So we want to be able to send updates about to all customers for that company.
It seems that watchlists are only for technicians, as opposed to customers. How do we add company employees to a watch list so they can be motified about updates to support tickets for their company?
