Cases - Watchlist
The Watchlist tab allows all your employees to see the cases in which they are involved. All cases in which an employee has been @mentioned will be shown in this tab.
To see your watchlist:
- Go to Cases > Watchlist.
- Navigate to cases in which you are tagged in based on the case status such as Open, In progress, Pending, On hold, and Closed.
- Click on the case in the watchlist to reply or add your comment about the case.
- Actions you can do in the watchlist:
- Write a comment.
- Add a new FAQ related to the case, which will be added to the FAQ section.
- Attach FAQ, use this option to retrieve the existing FAQ and provide it as a reference to resolve this case.
- Change the Subcategory, Case Status, Priority, and agent.
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