Understand contacts versus tickets

Know when a conversation needs a linked operational record.

Before you start

AgentHub access for practical use.

Steps

1. Use the contact to manage the customer conversation and its owner.
2. Use an incident for operational investigation, assignment and resolution.
3. Link an existing incident or create one from the conversation when appropriate.
4. Check each record separately before closing or resolving it.

Expected result

The customer exchange and specialist work remain connected without confusing their lifecycles.

Important behaviour

Contacts and tickets can have multiple links. Closing a contact does not close the incident, and assigning the incident does not automatically transfer conversation ownership.

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