Helpdesk ticket 1st line support in General Discussion Posted 7 hours ago Assigning tickets to an escalation group differs greatly depending on the company and their practices. They could want certain KB's listed that where used for troubleshooting, some could want templates used. Others might want only specific information. It depends on the escalation groups requirements to fulfill their job quickly and efficiently. This also changes depending on if your company is contracted as a Service provider or an internal service desk, the attitude for tickets and information used can be greatly different. The only way to learn Tickets and how ticket creation works is to get experience. As most of the popular ticket systems Service Now or RemedyForce are customized to the clients needs. They can look and act drastically different making basic "How to" hard.