They way we do it is we have a support group much like your walk up helpdesk, they get a majority of tickets filtered through them. If its a specialty application that is only ever handled by a certain department we have tech groups for that specified ticket category. The majority of the time our support group receives initial tickets and escalates on an as needed basis, as 80% of all issues can be resolved by level 1 techs. Most of our tickets have quite a bit of crossover, we are hoping for multiple techs to be assigned to a single ticket in future releases to alleviate this issue.
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