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What will the suitable role for second and third support levels?

unknown

Hi,

What will be the suitable role for second and third support levels

1- JSD agents

2- Jira core/Jira software users

Please note that we have to track OLA (operational level agreement) for second and third support levels.

Thanks

Accepted answers

All comments

Jack Brickey

That depends on your preferences and a bit more detail.

If you want the other tiers to actually own the original ticket and communicate with the customer then they should be agents of JSD.
If the T2/T3 effort is associated with software effort then use JSW if not then maybe Core will meet your needs.

You can can make any solution work but some are better than others based on your situation

unknown

Hi,

T2/T3 should not communicate to customers. However, we have to track SLA for them (Time to fisrt response/Time to resolution), escalation, access to owened issues only...

Thanks

Nic Brough -Adaptavist-

They need to be agents then. Who you train not to use external comments.

unknown

What's the recommantion of Atlassian? JSD or JC/JS? and Why?

Thanks

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