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Interactions: Logging a Call or Chat

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In this lesson, you will learn:

  • What an interaction is
  • Why SNWR logs every call
  • How to create an incident from an interaction
  • How interaction and incident stay linked

🔁 Quick look back: Last time: Creating Knowledge from Incidents. You learned how agents turn good incident fixes into draft knowledge articles.

1 “We only count half the work”

Abel answers 60 calls a day.

  • Half are quick questions he answers on the spot.
  • None of those are logged.
  • Reports say the desk handles 30 contacts a day. Daniel can’t get more staff.

🎯 The problem: Quick calls and chats disappear, so the real workload is hidden.

👉 The fix: log every call and chat as an interaction. Create a ticket only when one is needed.

2 What is an interaction?

Key term: Interaction

A record of one conversation with a person, like a phone call, chat or walk-up visit.

Key term: Related record

A ticket created from the interaction, like an incident or request.

An interaction and what it can lead to. Sam phones the desk. Abel creates interaction IMS0001234, type Phone, opened for Sam Lee. Outcome one: a quick question, answered on the call, and the interaction is closed. Outcome two: a real issue, so Abel creates an incident from the interaction, and the two stay linked. Outcome three: Sam needs something, so Abel creates a request.
Figure 1. Every conversation is logged. Only real work becomes a ticket.

3 Why it helps

Benefit For whom
Every contact is counted Daniel, for staffing
The conversation is kept with the ticket The next agent
Quick answers still show up in reports Anita, for the value of the desk

📝 Note: Interactions are created for you when chat is used. For phone and walk-up, the agent creates them.

💡 Good to know: Abel can start a new interaction from Service Operations Workspace while he’s still on the call.

4 Let’s try it: log a call and create an incident

  1. As Abel, in Service Operations Workspace, create a new interaction. Type: Phone. Opened for: Sam Lee.
  2. Add a short description: “VPN drops every hour”.
  3. Use the option to create an incident from the interaction.
  4. Open the new incident. Check the caller and description came across.
  5. Go back to the interaction and check the incident is listed as a related record.

5 Quick recap

  • An interaction records one conversation
  • Log every call and chat, even quick ones
  • Create an incident or request from it only when needed
  • The interaction and ticket stay linked
  • Counting every contact shows the real workload

6 Check yourself

Think of your answer first. Then tap to check.

1 Sam asks a quick question on the phone. Does Abel log anything? Show answer

Yes, an interaction. He answers and closes it.

2 How does Abel turn an interaction into an incident? Show answer

He creates an incident from the interaction, and they stay linked.

3 Why does Daniel want every call logged? Show answer

So reports show the real workload, for staffing.

4 Who creates the interaction for a chat? Show answer

It’s created for you when chat is used.

Nice work! No conversation is lost at SNWR. 🎉
Next up: On-Call Scheduling

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