servicecontact

Servicecontact is a term used in customer service and information systems to describe an interaction initiated by a customer or user with a service provider. In software tools, it often appears as a distinct record or entity and may be written as ServiceContact or servicecontact. It serves to capture the details of an outreach and to link it to the customer and to subsequent service work.

A servicecontact records multiple attributes related to the outreach, including the channel (phone, email, chat, web form, social media, in-app message), timestamp, subject, description, status, priority, category, and owner or assignee, as well as any resolution notes. It may reference related tickets, cases, orders, or components of a broader service workflow. The record is designed to support tracking, routing, and reporting, and to serve as the basis for follow-up actions and historical analysis.

Lifecycle and usage: a servicecontact is created when a customer reaches out, routed to an appropriate agent or team, and updated as interactions occur. It can be closed when the issue is resolved or escalated if needed. Organizations use servicecontacts to measure response times, manage service level agreements, and analyze trends in inquiries. Potential integrations include linking to knowledge bases, workflows, and customer relationship management data to provide context for support agents.

Variants and terminology: the concept is sometimes referred to as a contact record, a support ticket, a case, or a customer inquiry. The exact definition can vary by system, but the core idea is to capture and manage one customer-initiated service interaction.