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Blog » How To: Multi-Tier Support with Beetil
We’re often asked if Beetil has multi-tier support built-in, and how to escalate an incident from first-level support to second-level support. I’ll outline a method we recommend to best implement this within Beetil.
In Beetil Admin, create a new group for each of the layers of support you want to provide. In the screenshot below you’ll see I’ve created a new group called “First Level Support” which is comprised of a few internal team members with access to our Beetil service.
Checking the “send email to group members” check box will send email notifications out to each individual member (as opposed to the group’s email address) when an incident is raised or updated.
Now we have to set First Level Support to be the default assignee for newly raised incidents. If we go into a service and edit the details, we can set the default assignee (for both Customer Portal raised incidents, and incidents raised within Beetil) to be the First Level Support group.
Now when anyone creates an incident for this service the assignee will default to First Level Support (this will not in fact be an actual person but will remain in a pool of ‘First Level Support – Unassigned’ until someone from the group picks it up).
To view the incidents assigned to First Level Support on the Incident Dashboard change the “Show Dashboard For:” dropdown to “First Level Support – Unassigned”.
This is different from showing the Incident dashboard for “First Level Support” which shows each member of that group and all their incidents.
What we tend to do here at Beetil HQ, is when an incident gets assigned to First Level Support everyone in the group gets notified, and if it’s something that someone in the group can answer and/or work on, then that user will take it from the group and re-assign it to themselves.
From here, to escalate to Second Level Support (for example) we recommend creating and running a custom report – the example below showing incidents assigned to First Level Support that are older than 24 hours that no one has picked up yet. You can either chase up these incidents with your First Level Support team or manually escalate these incidents to Second Level Support by re-assigning it to this group.
This wraps up how to achieve multi-tier support in Beetil, as usual we strongly recommend you have a play for yourself and find out how this could possibly work for you! 
In the near future, we’ll be working on some automated trigger functionality so you won’t have to manually do this, but in the meantime this should hopefully keep you going.
If you have any questions please don’t hesitate to get in touch. As usual suggestions are more than welcome. If you need to send an SOS to support you can catch us on the normal channels at support@beetil.com, +64 4 8949110, or catch us around the Campfire.