Collaborating on a support ticket

A support ticket belongs to your organisation, not to the person who raised it. Anyone in the organisation who can read tickets sees the whole thread and can follow the conversation from the console.

Notifications work differently. Being able to see a ticket does not mean you are emailed about it — otherwise every ticket would notify everybody. Instead, each ticket keeps a short list of people who are following it, and only they receive email.

Who is following a ticket

Open a ticket and look at Following this ticket in the sidebar. It lists everyone who is emailed when there is a reply, whether from your team or from Bahriya support.

People end up on that list in two ways.

Replying adds you automatically

If you post a reply to a ticket, you start following it. You do not need to do anything else — from that point on you receive every subsequent reply, including support's answer.

This means a colleague who joins a conversation stays in the loop even though someone else opened the ticket.

Adding a colleague explicitly

Sometimes you want someone on the thread before they have anything to say — the engineer who owns the affected service, say, or a manager who needs to see the outcome.

1. Open the ticket and find Following this ticket in the sidebar.
2. Select Add colleague.
3. Choose the person from the list and select Add.

They are emailed straight away to let them know they have been added, and they receive every reply from then on.

Only members of your organisation appear in the list. You cannot add somebody from outside it, or a customer of yours — a support ticket stays inside the organisation that raised it.

Removing someone

Select the × next to a person's name to stop notifying them. They keep access to the ticket and can still read the whole thread in the console; they simply stop receiving email about it.

The person who raised the ticket cannot be removed. They opened the conversation, so they always hear how it ends.

Who can manage the list

Adding and removing people is a change to the ticket, so it needs the same permission as replying:

A viewer can be added to a ticket by a colleague and will receive the emails, but cannot change the list themselves.

When people stop being notified

Following a ticket is tied to your membership of the organisation. If somebody leaves the organisation, or their role changes so they can no longer read tickets, they stop receiving email about it immediately — even if their name was on the list. Nobody outside your organisation ever receives a copy of your support thread.