When trouble tickets need to be transferred to different levels of support within a multi-tiered support system, that move is accomplished by following a set of escalation procedures. These procedures define under what circumstances a ticket can be assigned to a different group and what communication needs to take place to supplement the transfer of “ownership” for the problem. Escalation procedures are critical to the proper functioning of any support department, so it pays to understand the issues you must consider in their design.
Put the Help Desk in Control
Your first step in developing escalation procedures is to define the role of the help desk. Let people know that the help desk is the primary point of contact for ...