Sometimes agents might want to follow the progress of a ticket which has not been assigned to them. They can become a watcher of that ticket so that whenever there’s some update (like ticket reply or status change), they receive an email notification.
As ticket watchers, Supervisors can keep an eye on newbies as they solve issues and navigate through the helpdesk. They can create Business rules to add themselves as watchers to tickets containing certain words or sent by certain requesters as soon as they are created.