Watchers
Herodesk PlusStay across it, without owning it.
Watch a conversation to be notified when it changes and keep it in your Watched folder. Perfect for the cases you care about but should not be handling yourself.
The problem
You need to know, but it is not yours
A complaint from a key account, a case you escalated, a tricky return a new colleague is handling: you need to know how it goes without taking it over.
- Manually re-opening the same conversation to check on it
- Taking ownership just to stay informed, then blocking the queue
- Escalated cases going quiet with nobody following up
- Managers finding out a case went wrong days later
Why teams love it
Awareness without interference
Watching separates "I need to know about this" from "I am the one handling this": two things a shared inbox usually conflates.
- Keep an eye on what matters
- Follow a key-account case or an escalation and hear about every change, without becoming its owner.
- Your own Watched folder
- Everything you follow collects in one place, so checking on your open concerns takes one click.
- Coach without taking over
- A manager can watch a new teammate’s harder conversations and step in only when it is actually needed.
- Set it up automatically
- A rule can add watchers for you, so every conversation from a VIP account is followed by the right person from the start.
What’s inside
Follow one, or a whole category
Watchers can be added by hand when something catches your eye, or automatically when it always should.
- Watch and unwatch any conversation
- Follow a conversation whenever you want to stay informed, and stop following it when you no longer need to.
- The Watched folder
- Everything you are following sits in its own folder, separate from your assigned queue.
- Add watchers in bulk
- Select a batch of conversations and follow (or unfollow) all of them in one action.
- Added automatically by a rule
- Let the rules engine put the right watcher on a conversation as it arrives, based on tag, company or channel.
- Notifications you opt into
- Watch notifications only fire if you have turned them on in your profile, so following something never means noise.
- Several watchers per conversation
- More than one person can follow the same case, so a manager and a specialist can both stay across it.
Pricing
Herodesk PlusFrom Herodesk Plus
Watchers come with Herodesk Plus and above, alongside AI and the rest of the collaboration tooling. Try any paid plan free for 14 days.
Included from Herodesk Plus and up.
Customer stories
Read about our customers’ experience with Herodesk
Meet some of the businesses that use Herodesk for their customer service every day.
Pricing
Choose the plan that fits your needs
Alongside a free version with a selection of features, you can choose from three Herodesk plans. Then add a separate AI agent plan to suit your usage. Right now, you can try Pro free for 14 days.
Herodesk Free
For working on your own
$0
Herodesk Basic
Bring your team together
$34per user / month
Herodesk Plus
Spend less time on routine work
$57per user / month
Herodesk Pro
Keep service consistent as you grow
$80per user / month
Watchers: follow the conversations you care about
A shared inbox usually has only one idea of involvement: the person it is assigned to. Watchers add a second. Follow a conversation to be notified when it changes and to keep it in your own Watched folder, without taking ownership away from whoever is handling it. It is the natural fit for escalations, key-account complaints, and a manager keeping an eye on a newer colleague’s harder cases.
Watchers can be added one at a time, in bulk across a selection, or automatically by AI agents, so every conversation from a particular company or carrying a particular tag is followed by the right person from the moment it arrives. Notifications only fire if you have turned watch notifications on in your profile, so following something never turns into noise.
Watchers are part of Herodesk Plus and up, used by webshops, B2B companies and SaaS companies across Europe. Herodesk is built and hosted in Scandinavia and 100% GDPR compliant. See pricing for what each plan includes.
Give your team time back
Start your free trial with free VIP onboarding. Meet a product specialist online and get personal help until everything is up and running to your satisfaction.

Ken Primby
CEO · Pluspige
From a Herodesk customer
4–6
hours saved on cleanup after live sales
Read the customer story“Herodesk brought all our channels together, saved us several hours of manual cleanup after our live sales and gave the team a clear overview.”















































































