Agents and managers can watch work requests which they are interested in. These work request will be added to their watch items list and they will be sent an email notification
when the work-request is resolved.
Watch an item: To watch an item right-click on the work-request and click Watch Item.
The watched item will appear in your watched items list.
To remove a watched item, right-click on the item and click on Remove from watchlist.
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