How are you prompting / notifying/ escalating issues in Service Desk to Tier 2 & 3 agents

[Brant Schroeder]

I was wondering how others have setup their service desks to do the following:

• Escalate issues to tier two agents while keeping tier one total ownership?
• Bumping tier two agents if their SLAs are getting near expiring?  (Would like to prompt outside of the default service desk automation)

[Jack Brickey]

i recommend a custom field for Tiering. Everything comes in at T1 and if it needs to be escalated then it is changed to T2/3. From there, you can use Queues, Automation, Groups/Roles etc. to notify folks as needed. You can easily illustrate the different tiers on Dashboards. 

[Meg Holbrook]

@Brant Schroeder - We use tagging a lot in my organization, but I realize this may only be effective in smaller group settings. 

I use the Automation for JIRA addon to email/slack message users as well as to ping them when the SLA is nearing breach with either a slack message or a direct email.

[Brant Schroeder]

How many agents and users do you have?

[Meg Holbrook]

We have 16-20 agents active typically. There are only a handful of Tier2+ support to handle escalations though. 

We handle internal and external issues though, so that user number is easily in the thousands.