Interactions vs Incidents

[nickke]

Hi Everyone,

Our team manages onsite support and we typically operate at a second level, with most staff initially contacting the helpdesk. I've been unable to locate any information on ITIL best practices, but I'm curious about the benefits of using interactions. Our technicians often find it cumbersome to create an interaction and then generate an incident ticket if it's required.

What I'm trying to understand is whether it's best practice to use interactions. If so, do other teams use it or do their technicians simply create incidents without initiating interactions?

Thanks

Nick

Any guidance or advice would be greatly appreciated.

[Dr Atul G- LNG]

Hi @nickke 

According to SN

Interactions provide a centralized location for all communication channels in the platform. Each interaction represents a request for assistance through a given channel, for example, a call or a chat.

 

according to me it is first place for user and SD team and once it confirms that there is actually a service breakdown or interpretation then go for Incident Creation.

Or interaction can be used as way to communicate with user where Incident is already raise.

My thoughts say both has its own purpose and now you as Business need to decide which to pick first.