After creating a case through the support portal, you may need your colleagues added to the ticket for visibility or assistance answering the questions asked by support. When viewing the case you created in the support portal; the below steps will show you how to add your colleagues
Go to the Contact Support location to view your open cases and click on the case
Click on the Share field
If your colleague has an account in the support portal, type their name in the field that displays after clicking the Share button. The name will autocomplete, so you can select that person if they are already in the system.
If you don’t see your colleague there, then ping the support contact you are working with, share your colleague’s email address and name, and request that they be added to the support portal and be connected to your organization. This will ensure they will be discoverable the next time you need to add them as a watcher to the case. If your colleague doesn’t have a login to the support portal, then you should share this page with them so they can be able to log in and track support tickets.
