A ticket's followers are everyone kept in the loop on it. When someone replies to the ticket, every follower gets that reply by email.
People are added as followers automatically. You can also follow a ticket yourself.
Who becomes a follower
The customer who raised the ticket.
The agent the ticket is assigned to. If you reassign it later, the previous agent stays a follower.
Anyone who replies to the ticket or adds a note, including customers who reply by email.
Any agent mentioned in a note.
The agent who created the ticket on a customer's behalf.
Any agent who follows the ticket themselves.
Automation rules and the AI assistant never become followers, so they do not collect email on tickets they touch.
What followers receive
Followers get an email for every reply on the ticket. You never get an email for your own reply.
Notes are different. A note only emails the people mentioned in it, not everyone following the ticket.
Seeing who follows a ticket
Open the ticket and look at the Followers section in the right sidebar. It lists everyone following the ticket, with the customer who raised it marked Requester.
Your own row is marked You. A line above the list says whether you are getting emails for every reply on the ticket.
Following a ticket yourself
Follow a ticket when you want an email for every reply on it, even if it is not assigned to you and you have not replied to it.
Open the ticket.
In the Followers section, click Follow.
To stop getting emails for that ticket, open it and click Unfollow in the Followers section. If you reply to the ticket again later, you are added back as a follower.
Removing someone from a ticket
Someone who replied once can keep receiving every later message on the ticket. Remove them to stop it.
Open the ticket.
In the Followers section, click the delete icon next to their name.
Click Remove.
The customer who raised the ticket cannot be removed from it. Your own row has no delete icon. To stop following a ticket yourself, click Unfollow.
Removing someone is not permanent. If they reply to the ticket again, they are added back, because replying means they are part of the conversation again.
Turning off follower emails for yourself
To stop receiving email for every ticket you follow:
Go to My preferences in the left sidebar.
Turn off Notify me for tickets I follow.
Each agent sets this for themselves. It changes email only. Browser and mobile notifications have their own settings and are not affected.