> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/ticket/guan-zhu-gong-chan.md).

# Followed tickets

Followed tickets let you keep track of important cases even when you are not the primary agent handling them. When others update or delete a ticket, followers can stay informed through notifications.

As the number of tickets increases, in addition to the cases you are directly responsible for, there are often cross-department issues, major customer complaints, or important customer cases that the team needs to keep tracking.

“**Follow Ticket**” lets you subscribe to follow-up changes on a specific ticket. Even if you are not the ticket's assignee, you can still keep track of updates others make to the ticket.

{% hint style="info" %}
Following a ticket does not change the ticket's assignee, nor does it mean you have taken over responsibility for the ticket. It is mainly used to let people who need to monitor case progress continue receiving related change notifications.
{% endhint %}

## Situations where following is appropriate

For example:

* A supervisor wants to keep track of the handling progress of major customer complaints or high-priority tickets.
* After a frontline agent creates a ticket, they need to continue tracking the follow-up handling results from other departments.
* Multiple departments handle the same case together, but the ticket only needs to be primarily handled by one agent.
* Important customers or special incidents require additional staff to keep tracking.

These situations do not necessarily require assigning everyone as the assignee; following alone can keep the relevant people informed and maintain visibility into the case.

## Follow Ticket

The 'Follow' function is located in the action area above an individual ticket.

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNRu7dk70ei7JV9HlW9%2F-MNXRzJJ0sWuZlUuhe-D%2F-MNXcP0K0jkNwEJ0Vm9Q%2Fimage.png?alt=media\&token=3bfd7f27-704d-45b3-b4ed-fd9ac6e0c22c)

After opening the follow menu, you can view the people currently following this ticket and the number of followers.

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MNRu7dk70ei7JV9HlW9%2F-MNXRzJJ0sWuZlUuhe-D%2F-MNXcSdWPdGPMFDBbu1u%2Fimage.png?alt=media\&token=ffb91e4d-1918-4005-be66-0f1e0dc7e3bc)

If you are not yet following this ticket, you can toggle the follow status or click 'Follow'; if you are already following it, repeat the action to unfollow.

A single ticket can have multiple followers at the same time, allowing different roles to keep track of the case progress together.

## What notifications you will receive after following

When someone else updates a ticket you follow, FIRST LINE will notify you of the relevant changes.

Ticket changes include not only the title, status, or content, but may also include updates to other ticket fields. When a ticket is deleted, other followers will also receive a corresponding notification.

{% hint style="info" %}
If you made the ticket change yourself, the system will not send you an additional identical ticket update notification, to avoid duplicate alerts.
{% endhint %}

Therefore, following is especially suitable for situations where you are not the actual operator but need to keep track of someone else's handling progress.

## Difference between a follower and an assignee

| Function      | Primary purpose                                                                                  |
| ------------- | ------------------------------------------------------------------------------------------------ |
| Assignee      | Indicates who is currently primarily responsible for handling this ticket.                       |
| Follow Ticket | Lets other people who need to track progress receive notifications of subsequent ticket changes. |

For example, a ticket can be handled by Customer Service A while Supervisor B and Product C follow it. A remains the primary assignee, while B and C track case changes through following.

## Unfollow

When you no longer need to track a ticket, you can unfollow it from the same location.

After unfollowing, you can still view the ticket according to your original ticket permissions, but you will no longer receive subsequent ticket change notifications through the follow mechanism.

{% hint style="info" %}
If you only need to keep track of a ticket temporarily, you can unfollow it after it is resolved to avoid the notification center accumulating ticket alerts you no longer need to follow.
{% endhint %}