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Can you add a @simonsays command to become a watcher on a ticket so that:
1. Agent receives a notification that a ticket has been assigned to their group.
2. They can reply something like @simonsays watchlist:yes @simonsays
3. That agent gets notifications every time the ticket is updated.
+100 to this request. Please give @agent support instead of requiring a separate field where you have to type the agent name to direct the comment. This would reduce mouse clicks and be more aligned with other services. Plus it would free up space on the page. Assembla.com has a great implementation of this you can check out here: http://blog.assembla.com/assemblablog/tabid/12618/bid/91173/Assembla-s-Social-Collaboration-Pack-Makes-Real-Time-Feedback-Fun.aspx
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