How do you consider inbound emails - Incident or interactions?

[Tomas L]

Hello,

I am trying to get an answer about processing emails sent to Service Desk function. Do you let your users to send emails (to report an issue or for inquiries)? If so, do you create incidents, interactions or something else? I know some use incidents but then you need to convert them into service requests in many cases which is not the best approach I guess. Moreover, it may affect reports (incidents created/ service requests created)

Thanks a lot for sharing your experience!

BR

Tomas

[Musab Rasheed]

Hello,

It is always better to create Incidents directly through email rather than creating Interactions because Interactions are generally used through 'Chat' and if you follow 'Interaction' + 'Incident' approach you may have to do more maintaince in terms of co-ordination between teams and all so I suggest you stick to creating incidents directly through email rather than first creating interaction then incidents and so on. This is just not required.

Please hit like and mark my response as correct if that helps

Regards

[Tomas L]

Hello Musab, thanks for your reply. I am aware of more maintenance.

But how do you deal with reporting? If you search for open incidents, the date would be incorrect as big portion of incidents created via email will be transferred into service requests.