We use Interactions as the entry point on the insourced IT Service Desk for our health system. When the IT Service Desk agent recognizes that the interaction results in an incident, they open one. Question: in that flow interaction to incident, what ...

We are using Interactions which at times can result in an Incident to be opened to resolve or escalate the issue, but not always. How has everyone who have implemented Interactions for the Service Desk changed their approach to calculating First Leve...

I am trying to understand how First Call Resolution Metric is calculated for both interaction and incidents. I can't seem to find what the out of box calculation math is. Also, what happens to the First Call Resolution metric when a Interaction opens...

Hello all, I am looking for anyone willing to share any great ideas on how to address delays to Incident resolution or Request fulfillment due to no response from customers. When an incident/request is submitted and it does not contain enough informa...

Is there a way to highlight or identify a ticket when the customer updates the ticket with notes via a reply to the email sent from the platform? Either by color, alert or some other method to notify the Service Desk rep that the customer replied via...