Email communication is a common method for keeping your customers up to date on the issues that they have reported to the service desk. To ensure that this takes place during the different stages of an incident, automated email notifications can be added as part of the Business Process Workflow. An automated email may be that initial communication to the customer letting them know that their incident has been raised or it could be getting that valuable resolution information to them to let them know that their issue has been fixed. Automation not only frees up time for the support staff but it also keeps a level of consistency to when emails are sent and their contents.
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