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What a good handover ticket contains, with real examples from escalations.",[154,160,164,169,183,235,239,243,248,252,256,260,264,268,272,285,289,293,337,341,345,383,393,397,409,419,423,440,483,525,529,533,537,541,545,549,553,557,561,565],{"type":155,"children":156},"paragraph",[157],{"type":158,"text":159,"bold":21},"text","The most expensive minute in support is the one in which 2nd level asks the same question again.",{"type":155,"children":161},[162],{"type":158,"text":163},"Escalation is not the problem. Some cases belong with 2nd level, with a specialist or with the vendor. The problem is what travels with the case. If the ticket only says “Printer doesn't work”, the next level starts from scratch – with the same questions and the same checks. In our agent's escalations, you can clearly see what makes a usable handover. And what doesn't.",{"type":165,"level":25,"children":166},"heading",[167],{"type":158,"text":168},"What does a bad handover cost?",{"type":155,"children":170},[171,173,175,181],{"type":158,"text":172,"bold":21},"Time on both sides and one more level.",{"type":158,"text":174}," MetricNet puts the full cost per ticket in North America at around 22 US dollars at 1st level and around 70 US dollars at 2nd level (2020). Anyone who escalates pays more anyway – and every repeated follow-up question comes on top. 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The printer is at “error”, and the queue was already cleared. The print spooler was restarted, but the problem persists. The driver is installed …",{"type":155,"children":249},[250],{"type":158,"text":251},"The 2nd level knows right away: It's not the network, it's not the queue, it's not the spooler. What remains is the driver, the device, the print server. Nobody has to call the employee again.",{"type":155,"children":253},[254],{"type":158,"text":255,"bold":21},"Second real example:",{"type":244,"children":257},[258],{"type":158,"text":259},"Chrome cannot open Wikipedia (ERR_CONNECTION_REFUSED) while other websites and browsers work. Ping, DNS and port 443 to Wikipedia are successful. Proxy and DNS cache reset in Chrome brought no improvement.",{"type":155,"children":261},[262],{"type":158,"text":263},"Symptom, delimitation, checks, attempts – in three sentences. 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The difference is whether the checks and their results are in the text.",{"type":165,"level":25,"children":290},[291],{"type":158,"text":292},"So what belongs in it?",{"type":273,"format":274,"children":294},[295,301,307,313,319,325,331],{"type":277,"children":296},[297,299],{"type":158,"text":298,"bold":21},"Symptom in the employee's words",{"type":158,"text":300}," – “Printer no longer prints any pages”",{"type":277,"children":302},[303,305],{"type":158,"text":304,"bold":21},"Delimitation",{"type":158,"text":306}," – “other websites and browsers work”",{"type":277,"children":308},[309,311],{"type":158,"text":310,"bold":21},"What was checked, with result",{"type":158,"text":312}," – “Ping successful, status error”",{"type":277,"children":314},[315,317],{"type":158,"text":316,"bold":21},"What was tried, with result",{"type":158,"text":318}," – “Spooler restarted, no improvement”",{"type":277,"children":320},[321,323],{"type":158,"text":322,"bold":21},"What is ruled out",{"type":158,"text":324}," – “Network, queue”",{"type":277,"children":326},[327,329],{"type":158,"text":328,"bold":21},"Open question for the next level",{"type":158,"text":330}," – “Driver or device?”",{"type":277,"children":332},[333,335],{"type":158,"text":334,"bold":21},"Urgency",{"type":158,"text":336}," – “Device not usable” or “still works”",{"type":165,"level":25,"children":338},[339],{"type":158,"text":340},"When should you escalate at all?",{"type":155,"children":342},[343],{"type":158,"text":344,"bold":21},"When knowledge, permissions or hands are missing – not because the finding is missing.",{"type":273,"format":274,"children":346},[347,353,365,377],{"type":277,"children":348},[349,351],{"type":158,"text":350,"bold":21},"Knowledge:",{"type":158,"text":352}," line-of-business software, servers, network infrastructure.",{"type":277,"children":354},[355,357,359,364],{"type":158,"text":356,"bold":21},"Permissions:",{"type":158,"text":358}," passwords, user accounts, firewall – with SuperSupport, a person deliberately does that, see ",{"type":176,"url":360,"children":361},"\u002Fen\u002Fblog\u002F1st-level-ai-support",[362],{"type":158,"text":363},"1st-level AI: What it can do – and what it can't",{"type":158,"text":182},{"type":277,"children":366},[367,369,371,376],{"type":158,"text":368,"bold":21},"Hands:",{"type":158,"text":370}," mechanics, hardware replacement – see ",{"type":176,"url":372,"children":373},"\u002Fen\u002Fblog\u002Fprinter-making-noise-not-printing",[374],{"type":158,"text":375},"Printer makes noises",{"type":158,"text":182},{"type":277,"children":378},[379,381],{"type":158,"text":380,"bold":21},"Urgency:",{"type":158,"text":382}," A device that no longer starts belongs with a person immediately.",{"type":155,"children":384},[385,387,392],{"type":158,"text":386},"What can be solved via approval at first contact doesn't have to move on in the first place – see ",{"type":176,"url":388,"children":389},"\u002Fen\u002Fblog\u002Ffirst-contact-resolution-it-support",[390],{"type":158,"text":391},"Increasing the first-contact resolution rate in IT support",{"type":158,"text":182},{"type":165,"level":25,"children":394},[395],{"type":158,"text":396},"What does an agent on the device change about escalation?",{"type":155,"children":398},[399,401,403,408],{"type":158,"text":400,"bold":21},"The handover starts with a finding instead of a description.",{"type":158,"text":402}," The agent checked on the device before escalating: reachability, queue, services, logs. 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