Hi all, we have an alert come up which goes to our Level 1 support. but if they ACK it and then realise that its complicated, they want to assign to a level 2 person.
Now we've asked level 2 team members to switch on "phone call" but the issue is what happens if the level 2 person doesn't get it (say away etc?) and when to ask the next level 2 person.
How are people dealing with this? In some way I feel we want to second ACK it of the Level 2 person or something?
Weirdly I notice people are switching it to snooze which then allows them to wait for the new assignee person (level 2) to come on and ACK it themselves just so users can see it got ACKed by level 2.
