Ability to escalate ticket to Tier 2 without

Ability to escalate ticket to Tier 2 without having to go through pointless troubleshooting with Tier 1

Tickets often get stuck in Tier 1 with engineers who keep asking the same standard questions over and over again (with no results) even though they've already been answered in the initial case submission or after round 1 of questions. For example, I'd like to be able to skip Tier 1 if all I'm asking for is an engineer to review the meeting and/or call logs.

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May 18 2020
Future consideration

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Ability to escalate ticket to Tier 2 without having to go through pointless troubleshooting with Tier 1

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Ability to escalate ticket to Tier 2 without having to go through pointless troubleshooting with Tier 1

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