View Incidents Submitted by a Customer

You can tailor your assistance to customers if you know what issues they are experiencing. For example, if a customer has an open incident in Service, you can view the contents of the incident while chatting with the customer.

1. While chatting with a customer, click the Incidents tab.
   
   
   
2. Double-click an incident to open it.
   See Incident Creation.
3. After reviewing the customer’s current incidents, click the Engagement tab to return to the chat.