A common structure employed by many companies is a three-tiered support system. Typically in this type of system,
T1. These agents solve the simple requests that don’t require much time or energy, so they’ll spend anywhere from one to 10 minutes on the ticket. 80 percent of tickets are solved in the first level of support tier 1
The remaining 20 percent of tickets are resolved in the next level,
T2. In this tier, agents work on complicated tickets that require more time, and often, specialized knowledge. These might take 11-30 minutes of work. Only six percent of all of tickets are escalated to
Tier 3. Here, advocates spend an average of 90 minutes on tickets. These are the really tough tickets that might call for experts
Level 3 in technical support requires high deal of technical knowledge, their main aim is to analyse and resolve the issue as it was not resolved by any prior levels. Issues escalated to level 3 are time consuming and very technical in their own terms.