How tickets Escalation Matrix Works in BORG ERP?
The BORG Suite ERP service desk is organized into five tiers / levels➖
Help Desk Co-Ordinator :
A Help Desk Coordinator is primarily responsible for assigning incoming tickets to the appropriate departmental teams. The coordinator's dashboard provides a comprehensive view of all tickets across all departments.
Level 1 :
All incoming tickets are initially assigned to Level 1 Person, who are responsible for triage and initial resolution. This ensures timely action, even in organizations without dedicated Help Desk Coordinators. If a Level 1 Person is unable to resolve an issue, they can escalate the ticket to a higher-level support team.
Level 2 :
If a Level 1 person is unable to resolve a ticket, they will escalate it to a Level 2 person within the specific department. Level 2 person will only be able to view tickets that have been assigned to them, not those assigned to other person or those that are still unassigned.
Level 3 :
If a Level 2 person is unable to resolve a ticket, they will escalate it to a Level 3 person within the specific department. Level 3 person will only be able to view tickets that have been assigned to them, not those assigned to other person or those that are still unassigned.
Level 4 :
If a Level 3 person is unable to resolve a ticket, they will escalate it to a Level 4 person within the specific department. Level 4 person will only be able to view tickets that have been assigned to them, not those assigned to other person or those that are still unassigned.
Note :
Service Desk Person at all tiers/levels have the ability to assign tickets to appropriate team members.
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