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Use incident reporting to keep a written record of something seen on camera. Your permissions determine which cameras and incident actions are available.

Create a report

  1. Open the camera and choose Flag to record the moment.
  2. Check When it happened. Times are shown in your business’s local timezone.
  3. Enter the report details under What happened.
  4. Choose Team only, or Share with customers and check the intended recipients. Your workspace may use a different word for customers.
  5. Review the details and choose Save team note or the Share with… action.
If there are no eligible customers for the selected time, check the time or save an internal team note.

Choose who should see a report

Keep a report internal when it is only for your team. For a customer-facing report, explicitly select the involved customers. Only the selected eligible customers receive the incident notification and can see the report. Check each person carefully when a subject has several owners or contacts. Sharing the same subject or camera does not automatically add someone to the report’s audience.

Review a report

Open Incidents and use the camera filter to find the report. Active contains reports whose visibility window is still open; Archive contains reports whose window has ended. Use Watch this moment to open the camera at the reported time. The video must still be retained and available to the viewer.

When reports move to Archive

A report’s active window follows the visit or camera access that covered the reported time. Early checkout, cancellation, revocation, or expiry can end customer visibility sooner. Reports without a bounded matching visit or access window archive seven days after creation. An archived report retains its text, tags, author, and captured snapshot for authorized staff. Archiving a report does not preserve its video or extend recording retention.

Keep access in mind

Customer access to a report and access to the camera’s video are separate checks. Selecting recipients narrows who sees the report; it does not change what footage other customers are already authorized to watch. Review Recording settings if your team needs footage available for investigation after a visit ends.