To keep an eye on a ticket you are not working, add yourself as a follower. Followers get an email on every update to the ticket, even after it moves to another group. Light agents and full agents can both follow tickets. You don't need a macro.
Follow a ticket
- Open the ticket.
- In the ticket properties panel on the left, find the Followers field (below Assignee).
- Click follow, the link at the right-hand end of the Followers label. You are added to the field.
- Submit the ticket. The button at the bottom right reads Submit as followed by the ticket's current status. Leave the status as it is.
To add someone else, click into the Followers field, type their name, and pick them from the list that appears (each entry shows the person's name and email address). Then submit the ticket.
Stop following a ticket
Click the × on your name in the Followers field and submit the ticket.
Tickets you follow automatically
Light agents don't need to follow their own tickets. When a ticket is assigned to you with Light Agent - Assign, or you take it with Light Agent - Update, you become a follower automatically, and you stay a follower after the ticket moves on to someone else. See Zendesk Light Agent Training.