Replys from SAP to end-user

Hello colleagues,

I'm a VAR analyst and currently facing a doubt about the ITSM process.

The question is;

In the case that we end up sending the message to SAP, is the end-user (user who opened the incident) allowed to view the response from SAP?

Currently I'm the only one able to interact and view messages with SAP, if the enduser want to check it, I need to copy information from SAP and reply back to the customer as "Response".

So, is this the standard way of ITSM?

Thanks in advance,

Marlon Frasson