Develop > Processes and Best Practices > Service Desk (Streamlined Interaction) > Service Desk Workflows (Streamlined Interaction) > Interaction Handling (process SO 0.2)

Interaction Handling (process SO 0.2)

The service desk is responsible for handling all user interactions received by the self-service Web portal, email, or phone. The service desk attempts to resolve an interaction of user complaints or compliments.

Handling user complaints or compliments is the process that the Service Desk Manager is responsible for.

When the Service Desk Manager receives assigned interactions, the manager investigates the cause of the complaint or compliment by evaluating the relevant information and talking to the people involved. The manager searches for an answer or solution to satisfy the user who filed the complaint, updates the interaction with the agreed details, and then closes the interaction.

You can see the details of this process in the following figure and table.

Interaction Handling (SO 0.2) is illustrated in the following figure:

Interaction Handling (SO 0.2) process

Process ID

Procedure or Decision

Description

Role

SO 0.2.1

Register new Interaction?

If a new interaction is required, go to SO 0.2.2. If not, go to SO 0.2.4.

Service Desk Agent

SO 0.2.2

Select Interaction category and fill out Interaction details

Select the appropriate Interaction category from the available category list and fill out the required Interaction details such as a full Description, Contact, Service Recipient, and so on.

Service Desk Agent
SO 0.2.3 User complaint or compliment? If the Interaction is a user complaint or compliment, go to SO 0.2.9. If not, go to SO 0.3.1 to determine what requirement of the user request is.

Service Desk Agent

SO 0.2.4

 Link User details to Interaction submitted from Self-Service In Self-Service Interaction, fill in the name of the caller in the Contact field and the name of the User in the Service Recipient field (if different).

Service Desk Agent

SO 0.2.5

Monitor for Self-Service newly created Interactions

If there are new Interactions, follow the same Interaction registration process.

Service Desk Agent

SO 0.2.6

Monitor for Self-Service Interaction updates

If Interactions are updated, they must be reassessed.

Service Desk Agent
SO 0.2.7 Assess Interaction updates Evaluate Interactions that have been updated or resubmitted.

Service Desk Agent

SO 0.2.8

User requests to cancel Interaction?

If the User requests to cancel Interaction, go to SO 0.5.1 to verify the Interaction to be cancelled. If not, go to SO 0.2.3.

Service Desk Agent
SO 0.2.9 Review complaint or compliment information The Service Desk Manager reviews the detailed information.

Service Desk Manager

SO 0.2.10

Is it a User complaint?

If it is a user complaint, go to SO 0.2.11. If not, go to SO 0.2.13.

Service Desk Manager

SO 0.2.11

Investigate complaint cause

The Service Desk Manager investigates the cause of the complaint by looking at the relevant information and talking to the people involved. The Service Desk Manager also searches for an answer or solution to satisfy the User who filed the complaint.

Service Desk Manager
SO 0.2.12 Take action to conciliate the User The Service Desk Manager contacts the User to solve the User’s issue and tries to reach an agreement.

Service Desk Manager
SO 0.2.13 Update Interaction The Service Desk Manager updates the Interaction with the agreed solution, and then go to SO 0.4.1 to close the Interaction.

Service Desk Manager