Support Hierarchy

[Joris Schellekens]

Our company sells hardware and software to distributors. These distributors sell the hardware/software to end-users.

When a support-issue arises, we want to encourage our distributors to first attempt to solve it themselves (using our documentation, or other resources).
When they can't find the answer, they are of course welcome to ask the question directly to us.

I'd like to know whether Service Desk can support such a flow. I.e. first assigning a support ticket to specific person (based on the geographical region of the user, or some other characteristic).

[Manon Soubies-Camy]

Hi @Joris Schellekens and welcome to Community!

Jira Service Desk can definitely do this: a ticket can be assigned to different users through its lifecycle, and you can automate this based on certain fields (e.g., if the ticket is about wifi, assign it to John).

You could also benefit from the Jira Service Desk-Confluence integration to help users solve issues by themselves, see documentation: Serving customers with a knowledge base.

Here are some articles you may find useful:

• Jira Service Desk – Don’t be afraid, the journey begins with curiosity!
• Jira Service Desk – Who does what?

Hope this helps!

- Manon