Hello! We have 5 tiers of support within our workflow. All requests start with Tier 1 (Customer Service) and a ticket can potentially end up at Tier 5 if it is not resolved between Tiers 2-4. Only our Customer Service department Tier 1 communicates directly with our customers. They are responsible for communicating updates along the way, following up with questions from our Business Application Management, DBAs or Development teams and ultimately provide closure when the issue is resolved. I am wondering if anyone else has a similar workflow and how you accomplish this so that your Tier 1 reps maintain visibility of the ticket and while mainlining reporting integrity?
Currently we are maintaining this through tags and many custom views but this no longer works for us due to the number of groups we have grown to in the past 2 years and the ticket is never "reassigned" from Tier 1 so we do not have accurate reporting for the Tier 2-5 groups.
Appreciate any feedback and comments on this workflow! Thank you so much in advance.
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