What is the use of Interaction For Incident And Request ?

[John160]

Hello all, 

when the email is received in service now, it should create an interaction. From the interaction, the service desk agent should be able to decide that if it's an incident or a request. Can someone tell me What is the use of interactions?

[sachin_namjoshi · Accepted solution]

Interactions are 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.

Check below for more details on interactions.

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/interaction/concept/interaction-management.html

Regards,

Sachin

[Hadex]

@sachin_namjoshi Can interaction management be used without workspace or is it dependent on workspace ?