I have the organization "organization 1" which is the client to whom the support is provided.
I have 3 sets of 3 different suppliers support the organization A.
Provider 1 (Helpdesk)
Provider 2 (Group Level 1)
Provider 3 (Group Level 1)
I have created another organization "Providers" belonging to the 3 groups.
The delivery model we make between "Providers" and "Organization 1"
So I get to climb the tickets between different groups.
I have not got a technician is a group profile "Support Agent" only see tickets assigned to their group. Have visibility of all tickets of the organization.
How can do this?
On the other hand the Help Desk participates in all tickets. If the Help Desk can resolve the ticket as resolved and if you can not solve scale to another group. If SLAs are assigned for services , how I can measure the Help Desk SLAs and those of other groups? Do I have to create specific services for Help Desk group and if the ticket is scaled change the service in the ticket?
Thank you very much
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Hello,
I have the organization "organization 1" which is the client to whom the support is provided.
I have 3 sets of 3 different suppliers support the organization A.
Provider 1 (Helpdesk)
Provider 2 (Group Level 1)
Provider 3 (Group Level 1)
I have created another organization "Providers" belonging to the 3 groups.
The delivery model we make between "Providers" and "Organization 1"
So I get to climb the tickets between different groups.
I have not got a technician is a group profile "Support Agent" only see tickets assigned to their group. Have visibility of all tickets of the organization.
How can do this?
On the other hand the Help Desk participates in all tickets. If the Help Desk can resolve the ticket as resolved and if you can not solve scale to another group. If SLAs are assigned for services , how I can measure the Help Desk SLAs and those of other groups? Do I have to create specific services for Help Desk group and if the ticket is scaled change the service in the ticket?
Thank you very much
Please, can someone help me with this?
Thank you very much.