What is the best way to handle a tiered service desk configuration?

We have been using the KACE SMA Service Desk for the past year with great success. We have one queue and three technicians, and whomever is available typically grabs the ticket and handles the case. We don't have any SLA or escalation rules in place, so it's a pretty straight forward configuration. When something is beyond one of our abilities, we typically just re-assign the ticket to the SME for the issue.

However, we have just hired a new help desk technician that we want to act as our Tier 1 support and be able to escalate issues beyond his ability to Tier 2, which we would like to handle in a similar fashion to how we do things now -- the first one of us that's available grabs the ticket and handles it. 

It seems as though a separate queue would be appropriate here, one for Tier 1, and one for Tier 2. I'm not sure the best way to handle the escalation portion, however. When the tech moves the ticket to the Tier 2 queue, how do we remove him as the ticket owner and set it back to unassigned?

And, is this two-queue approach even the best way to handle this? It seems to be a pretty common feature for help desk software, so I'm surprised there's not a way to configure this out of the box. 

Any suggestions would be appreciated!

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Answers (2)

Posted by: Nico_K 3 years ago
Red Belt

it is a good way, probably added with a procedure which opens a new ticket in the Tier 2 and links it to the Tier 1 or copies/moves it depending on how you want to work with it.

Posted by: Hobbsy 3 years ago
Red Belt

Why not create a fresh Tier 1 queue, and add into that queue a custom single select field that "escalates" the ticket to the Tier 2 queue. This would be done via a ticket rule, so you would be able to set the assignment of the ticket back to Null in the process.

This is the sort of engagement we do regularly on behalf of Quest for KACE customers, so if you need help, then feel free to contact us #weareQuest

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