Support groups & routing

Topic 04 · Service Desk Fundamentals

Support groups & routing

Beyond levels, support is split into groups by domain: network, identity, collaboration, applications, onsite, vendors. Routing is the skill of getting a ticket to the right one.

In this topic

1. 01What an assignment group is1 min
2. 02The routing map / dispatching matrix1 min
3. 03Reading for the real owner2 min
4. 04The cost of mis-routing1 min
5. 05Accountable group owners1 min

What you'll learn

• Read a ticket for its real owner, not the surface symptom.
• Use a routing map / dispatching matrix to send a symptom to the owning group.
• Avoid the cost of mis-routing: ping-pong, delay, a frustrated user.

Coming soon