We’ve just rolled out another improvement to our Support Case Management system, this time focused on making life easier for our customers.
You can now add Case Watchers in the Support Portal. Watchers receive no-reply email notifications whenever a case is updated, whether that is via Email or Portal Post.
Why this matters:
✅ Great for Realm and Account Admins who want lifecycle visibility without being CC’d on every thread
✅ Enables executive awareness on high-profile or sensitive cases
✅ Clean, structured notification including case ID, subject, who updated it, and the update content
✅ Sent from our no-reply mailbox to keep communication intentional and clutter-free
Click image to enlargeWe're proud to be delivering something customers have explicitly asked for.
A watcher can be added to a case initially, at the time you create your request, but also later - from the case layout. The updates are much clearer and targeted, eliminate mailbox clutter and work with both Chat post and Email. Adding someone as a Watcher is “set and forget” for the case lifecycle (unless they are removed manually).
Case Watcher is now available to all customers who have access to the support portal, regardless of their plan!
Celebrate with us this next step toward stronger transparency and enterprise-grade case management 🚀
