Best approach for handling issue escalation between a local entity helpdesk and support group

[Patricia Campos]

Hi!

We are using Jira Service Desk Next Gen

Our business setup comprises of multiple local helpdesks (helpdesk A) for each of the entities we have worldwide and centralized support group for specific applications (helpdesk B).

Our target is to establish the local helpdesk (helpdesk A) as the first line of support to local users. If the issue would need to be escalated, the local support can create an escalation ticket to the application support helpdesk (helpdesk B) and link the two together.

We know that when the local support escalates ticket to (helpdesk B), the new ticket's requester becomes the local support. What we want to happen is to keep the original requester / user to be looped into the conversations made in the escalating ticket since the local support may not have the specifics of the issue.

We also want to automatically sync the status and progress between the two helpdesks.

Any thoughts how we can establish this or if there is a best practice / approach we can follow for this case?

Thanks in advance!

Pat