Sadly it is impossible to give you a difinitive answer with the information you're providing.
* how are customers registering the tickets? service desk?
* how are they choosing to contact 1st or 2nd level? different portals?
* what parameter defines the current escalation level?
* what parameter defines the "service area"?
Still impossible to answer with the information you provide... I asked you 4 questions and you've answered none of them.
In order to define the JQL you're looking for anyone would need to know what custom fields, statuses, sources... are involved in the whole proccess.
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