Shared watchlists

Watchlists are hand-picked lists of tickets. Watchlists in the Staff Guide covers personal watchlists and adding tickets to them. This article focuses on the supervisor concern: how to set up a shared watchlist the whole team can use.

Personal versus shared

1. Personal watchlists are visible only to their owner. Anyone on the team can create one for themselves.
2. Shared watchlists are visible to every staff user. Tickets added by anyone show up in everyone’s view of the watchlist, and removed-by-anyone takes them out for everyone.

Only administrators can create or convert a watchlist to shared. This is on purpose — shared watchlists are a team-level affordance, not a per-user one.

The watchlist library lives at Settings → Watch lists. Each entry shows its name, an icon, a description and a Shared or Personal tag. Clicking Add opens the Add watchlist dialog:

Creating a shared watchlist

1. Open Settings → Watch lists.
2. Click Add.
3. Name — a short label (e.g. Warranty claims, Compliance issues).
4. Description — optional notes explaining what the watchlist tracks.
5. Display mode — Card or List, controlling how the watchlist’s auto-perspective renders the ticket list.
6. Show in my perspectives — tick this to add the watchlist’s primary perspective straight to your own panel; otherwise the perspective exists but is not pinned for you. This only affects you, not other staff.
7. Shared — tick to make the watchlist visible to everyone. The label Only admins can set shared appears next to the toggle; non-admins can read the field but cannot change it.
8. Choose an icon — pick a colour swatch. The icon shows up next to every ticket in the watchlist and on the watchlist’s row in lists, so make it distinctive.
9. Click Save.

Anyone can now add and remove tickets from the watchlist via the Add to watchlist button on a ticket.

Good shared watchlist patterns

1. Warranty / claims — the warranty lead reviews this daily. Anyone who handles a warranty case adds it.
2. Escalated by legal — anything legal has flagged for review. Limited contributors, broad audience.
3. VIP customer X — a high-value customer’s active tickets, regardless of which agent picked them up.
4. Carrier outage Y — tickets affected by a temporary courier disruption. Delete the watchlist when the outage ends.

The auto-perspective

Tickiti automatically generates a primary perspective named watch:<watchlist-name> for every watchlist. Pinning that perspective to your panel gives you a one-click view of the watchlist’s tickets in the regular ticket browser.

The auto-perspective filters out closed tickets, so a busy watchlist with hundreds of historic entries still shows a tractable open-only list day-to-day. Closed tickets remain in the watchlist’s membership; they are just hidden by the default view. To see them, set up a custom perspective for the watchlist that drops the closed-status filter (see Managing perspectives).

For a shared watchlist the auto-perspective is itself shared, so every staff user has a one-click route to the watchlist’s open tickets without each having to add the perspective manually.

Pruning shared watchlists

Shared watchlists accumulate over time. The auto-perspective hides closed tickets so the day-to-day view stays clean, but the membership list grows indefinitely. Build a habit:

1. Each watchlist has an owner (the admin who created it). They are responsible for keeping the watchlist’s purpose clear and for retiring it when it is no longer needed.
2. Retire watchlists when the project they tracked is done. Deleting the watchlist also removes its auto-perspective from everyone’s panels, which keeps the panel itself uncluttered.
3. Rename to archive: ... if you want to keep the data around for reference. The auto-perspective will follow the rename.

Pairing watchlists with perspectives

The most powerful supervisor pattern combines a curated shared watchlist with a custom shared perspective built around it. The perspective can layer additional rules on top of watchlist membership — for example “in Warranty claims AND priority Urgent” — to surface a tighter slice. See Managing perspectives for the editor.