A user calls the help desk with an issue that is above what the help desk can fix. The issue is then moved to a more advanced tech who can fix the problem. This is an example of what?
Escalation levels are the different levels of support within an IT service department. The help desk is usually the first to place contacted about an issue. If the help desk is unable to resolve the issue, it is then “escalated” to the next level (also called a tier).
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What does escalation levels mean in IT support?
What are the benefits of using escalation levels in support?
What are some common reasons for escalating a support ticket?