Watchers: follow any conversation

Not every conversation you care about is one you’re assigned to. There’s the escalation you handed off but still want to see through, the VIP customer a teammate is handling, the tricky case you’d like to know the outcome of. Watchers, spotlighted as part of the Got Your Back release, is how you keep those in view without taking them over.

Watch anything you want to follow

Watch a conversation and two things happen: it shows up in your own Watched folder, so it’s one click away, and you can be notified when it changes. It’s a light touch: watching doesn’t assign the conversation to you or change who owns it. You’re just keeping an eye on it.

One at a time, in bulk, or by a rule

Add or remove a watcher on a single conversation, or select a batch and do it in bulk. You can also let a rule do it for you, so every conversation tagged for a certain customer, or landing in a certain inbox, gets the right people watching it automatically, without anyone remembering to.

Notifications, only if you asked for them

Watching a conversation and being pinged about it are separate choices. Notifications fire only if you’ve turned on watch notifications in your profile, so you can quietly collect conversations in your Watched folder and check them on your own schedule, or opt in to be told the moment something moves.

Where to find it

Watch a conversation from the conversation itself or from a bulk selection; your Watched folder sits with your other folders. Watch notifications live in your profile.

Watchers are available on Herodesk Plus. Read more on the Watchers feature page.