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?
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