First Line Support vs Escalations
We have a first line of support and other teams as the below
- Helpdesk : 1st line of support
- System Admin , Voice & Network teams are higher tiers
We here as Helpdesk must be the team who closing the issue/request with the requesters.
But yet our reports being inaccurate as we assign the ticket to another group then when System admin as example complete their part it's being assigned to helpdesk again.
Is there anyway to submit another ticket depending on this ticket to another tiers ?