I wonder if you could help: ?
We have been looking for Role-Based Access.
Level1 and level 2 support.
We are looking to accomplish: If Level 1 cannot complete the task it gets escalated to a Level 2 support operative.
Is there a way around this?
I would think that this could be accomplished through the set-up of Teams and using Ticket Filters.
You can assign Tickets to entire teams.
Thank you I will give it a try.