Disable incident creation using inbound action, instead go with Interaction? Thoughts?

[Suggy]

We are planning to disable incident creation using inbound action, instead go with creation of Interactions so that the Service Desk can convert them into INC or SR or CASE etc.

What are your thoughts on this? Do you see any challenges?

[Dr Atul G- LNG]

Hi @Suggy 

Actually, inbound and interaction are built for two different purposes. Inbound actions work when a user sends an email, with no direct involvement of an agent at the initial stage. In contrast, interactions require the agent to be the primary person to start or work on the incident and create the incident. So, if you remove inbound actions, you are blocking a major function and it will directly impact agents who always need to communicate first before creating an incident or record.