Handling Escalations

[Corinne Deflaux]

Hello! My team is trying to determine the best way to handle escalations. We have multiple teams operating out of the same service desk, and we are trying to determine best practices when a hand-off in Jira is needed to another team. Right now our method is just re-assigning that ticket to another individual when needed, which may not be a scalable solution long term.

Curious to know how other teams using service management handle escalating in Jira/ and Handoffs.

[BK Paton]

Hey Corinne, 

I would love to hear from other customers how they approach this situation. 

From a product perspective, creating a new ticket in the escalated teams project, then using issue links to connect the two issues together is a good approach. 

Depending on the purpose of your service desk you might handle the original ticket in different ways.

For internal support, you might resolve the original support ticket, and direct the reporter to the escalated issue in Jira Software.

For external support, you might direct the customer to a feature request portal or something to that effect,. Alternatively you might keep their issue open (or in an appropriate status), and have the agent provide updates as the escalated issue changes. 

I hope this helps, and I look forward to feedback from others. 

Cheers, 

Ben.