Watching a Case

If you are not involved in a case or need to reassign it to another user, but you still want to receive updates on it, you can use the WATCH button to generate notifications when any changes occur to the case.

The notifications you receive depend on your notification preferences.

See also: Set Up Your Dashboard Notifications

When you watch a case, you'll see those cases on the Watching tab of the Cases page.

From the All Cases Page

If you're on the All Cases page and see a case you want to start watching, you can start watching it right from there, but you will need to add the WATCH column if it is not already available.

1. Click the Gear icon.
2. Find and select the Watch checkbox in the list of columns.
3. Move the column up so it's easily accessible. It is recommended putting it at the top, so the column appears in the far left. This can be done by clicking on the hamburger icon beside Watch and dragging it to the top of the list.
4. Click SAVE CHANGES.

From the WATCH column, click the icon to toggle between watching and not watching the related case. The page will refresh, and the icon will update to indicate if you're watching the case. 

• Blue with white for Watching
• White with grey for Not Watching

From the Case Page

Start Watching

If you have a case open, it's easy to start watching it. Beside the Case number, you will see a drop down that says not watching. Click the Drop down to select Watching. When you click watching the drop down will change to Watching and the case will now appear on the Watching tab.

Stop Watching

If you have a case open you are already watching, it's easy to stop watching it. Beside the Case number, you will see a drop down that says Watching. Click the Drop down to select Not Watching. When you click Not Watching the drop down will change to Not Watching and the case will no longer appear on the Watching tab.