Ticket watchers
Watchers are people who receive notifications when a ticket is updated. They can be internal teammates (concorbit users) or external email addresses (a customer, a vendor, anyone else who needs to follow along).
Who gets notified
When a ticket gets a public reply, status change, or reassignment, every watcher receives a notification:
Internal watchers get the same in-app + email notification that the assignee gets, subject to their own notification preferences in profile settings.
External watchers receive the same update by email only (they have no Concorbit account, so there's no in-app inbox for them). Every external notification includes a one-click unsubscribe link.
Watchers do not receive internal notes; those stay between staff. The assignee also doesn't appear in the watcher list automatically; they're notified through a separate path. If an agent wants to follow a ticket they're not assigned to, they add themselves as a watcher.
Watching a ticket yourself
Open the ticket and click Watch this ticket in the Watchers panel on the right rail. The eye icon turns teal and you'll get notifications on every public reply. Click again to stop watching.
This is a one-click action available to anyone with permission to view the ticket.
Adding another watcher
Anyone with the Edit tickets permission can add other people as watchers. In the Watchers panel:
Type an email address into the Add email… input.
Click Add.
The address is matched against existing users on your tenant; if it matches, that user is added as an internal watcher and gets the in-app notification. If it doesn't, the address is added as an external watcher and gets the email notification only.
Removing a watcher
Hover over a watcher in the list and click the × that appears. Anyone with Edit tickets can remove any watcher; anyone can remove themselves (via the Watching eye-toggle).
What watchers can't do
Watchers don't get any extra access to the ticket; they see it the same way any other user with the same permission level would. The watcher list is purely about who gets pinged when something changes.
External watchers and unsubscribe
External watchers manage their own subscription via the unsubscribe link in every email. The link uses a per-recipient signed token, so a watcher can unsubscribe without logging in. Unsubscribing stops ticket-activity emails to that address on this tenant — it does not remove them from any ticket's watcher list (so re-subscribing later, or being added back, resumes email delivery without re-adding them by hand). Staff can still see the address on the watcher list either way.