Followers are client contacts who get notified about a request even though they didn't submit it, such as a marketing lead or a project manager on the client's side. You can make some members of an organization follow every new request automatically, or add followers to one request at a time.
Use case: at Northwind Studio, several people submit design requests, but the head of marketing wants to stay in the loop on all of them. Add her as a default follower once, and she follows every new request from her organization without anyone tagging her.
Followers get notified when someone comments on the request (except internal comments), when its status or priority changes, and about comments on its files and when those comment threads are resolved.
How to add default followers to an organization
Default followers are added to every new request created for that organization, by any of its members, by your team or through Zapier. The client the request belongs to is added as a follower too.
Go to Users > Clients and open the Organizations tab.
Click the organization to open its details.
In the right panel, click the avatars (or the plus icon) next to Default followers.
Tick the members who should follow every new request, then click Update.
Good to know: only members of the organization can be default followers. Changing the list doesn't touch existing requests: add or remove followers on those one by one (see below). Portal admins and admins can always change default followers; other team members need the permission to manage clients.
Default followers are not the same as the Account manager. Account managers are team members who are automatically assigned to the organization's new requests. See How to auto-assign team members to client requests.
How to add followers to a single request
You, your team and your clients can change the followers of a request. The list shows the members of the request's organization.
From the request page
Open the request and go to the Details tab.
Under Following, click the avatars (or the plus icon).
Tick or untick people, then click Update.
From the requests list
Go to Requests.
Click the arrow at the end of a row to expand it.
Under Following, click the avatars (or the plus icon), tick people, then click Update.
FAQ
I added a default follower, but they don't follow an older request. Why?
Default followers only apply to requests created after you set them. Add the person on the older request from its Details tab.
Can I add a team member as a follower?
No. Followers are client contacts from the request's organization. To involve a team member, assign them to the request instead.
Why don't I see Following on a request?
The field only shows on requests that belong to a client and an organization.