This week's Feature Friday video takes you through the options to manage the visibility of updates made to an incident.
In a collaborative service desk it is important to communicate and share updates and the progress of a incident. It is equally important to make sure that the updates are relevant to the audience reading them.
Service Manager can help control which updates are made available to the customer to help get them up and running without drowning them in unnecessary information. At the same time the support staff can collaborate on an issue either with the customer or in privacy with their team.