Watchers

Hello ​@michmi 
Thank you for reaching out, and welcome to the Docusign Community! I understand how confusing and frustrating it can be when some admins can’t see support replies, even though they’re already set as Watchers. I know how important it is for everyone involved to have full visibility on the case.
To help us check this further, please send me the support case number via private message. That way, we can review what’s happening on our end and assist you more accurately. 

As an Admin, how can I view and manage all cases for my account?

Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer."

Hello ​@michmi 

How are you? I'm just checking in to see if you still need help. If yes, please reply here with more context, or confirm if the issue has been resolved. 

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

If you found the response to be a valuable solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Sincerely,

 Ma. Cassandra | Docusign Community Moderator
If this helped. Feel free to Like👍and click "Best Answer."

We receive a reply from DS Support.  The way they are going about it is the sender of the query will be receiving their answer only through email.  We would need to copy and paste the reply in the case ourselves. 

Hello ​@michmi 
Thanks for sharing this! I understand how that can be a bit inconvenient.
What you’re seeing is expected behavior. Docusign Support typically sends replies directly to the case creator via email, rather than updating all watchers in the Support view. Because of this, watchers may not see the response unless it’s shared manually.
So yes, copying the reply into the case or sharing it internally is currently the common workaround.

If you found the response to be a valuable solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Sincerely,

 Ma. Cassandra | Docusign Community Moderator
If this helped. Feel free to Like👍and click "Best Answer."