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Best practices for escalating tickets


I am new to JIRA Service Desk and am trying to figure out how to best align it with our processes.  We have a tiered help desk -Tier 1 receives requests and tries to fulfill them, however there are some that need to be escalated to Tier 2.  I was thinking of just assigning them to Tier 2 but then how does the Tier 1 agent not lose track of it?  Tier 1 is the owner of all the tickets and should be responsible for responding to the customer and closing tickets. 

 I am worried that once we assign them to Tier 2 they will get forgotten about.  How do other people handle this?  Should we create an owner field?  



1 comment

LarryBrock Community Leader Apr 30, 2020

Hello @Lindsay Siurna !

I see you asked again about this topic here:

which got some response so I'm linking it into this thread.



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