I am looking for suggestions on how to better handle escalations from service desk (help desk) to another jira project (application development).
How we currently handle
Help desk takes the call and requests escalation from development team. Dev team escalates issue. Issue is automatically cloned and reporter copied issue in the dev project. Help desk closes their ticket as escalated and advises user to follow the newly created ticket.
One problem we encounter is that the reporter no longer has visibility into their open requests from the service desk portal.
It was suggested that help desk keep their issues open until the escalated issue is resolved and follow up with the reporter upon resolution. This leaves us with an overwhelming number of tickets in service desk
Are there add-ons that can handle the follow up once the escalated issue is marked as resolved? Any suggestions on how to better handle the escalation process?
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