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).
