Speaker 1: Let's map out how a tricky issue moves through support teams. The goal is to fix things fast without clogging the pipeline.
Speaker 2: Each tier focuses on what it does best. Knowing where your ticket belongs saves everyone time.
Speaker 2: Tier 1 is the front desk. They reset passwords, guide users through quick checks and follow scripts.
Speaker 1: If the script doesn't solve it, they escalate so the queue keeps moving.
Speaker 1: Tier 2 technicians dig deeper. They have access to system logs and configuration tools to unravel stubborn faults.
Speaker 2: When they spot a code bug or design flaw, it's time to bring in Tier 3 specialists.
Speaker 2: Tier 3 is often the product developers or vendor engineers. They tackle root causes and push permanent fixes.
Speaker 1: Once resolved, details flow back down so Tier 1 can handle similar issues faster next time.