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End users get in touch with Resellers
Resellers get in touch with Spielberg support - L1 in FD, L2 in Reality
Spielberg Support might escalate it to Germany. - L2 in FD
Escalation could happen as Forwarding, or as Parent Child Ticket and Re-assignment
Forwarding issues that might come up - Easy mix up between Forwards and Replies - Colour demarkation
There will be a lot of back and forth, he's okay with manual copy-pasting between parent and child tickets
Links to Child ticket available in the Parent ticket - Forward Child ticket,also okay to add them as agents, maybe just one generic support address for the Germany team.
LogMeIn integration
Skype plugin
Support Email address setup, and agent forwarding a customer email to the support address - check this scenario over demo
http://www.spielberg.de/en/spielberg-solutions-ltd/
http://www.spielberg.de/en/spielberg-solutions-ltd/resellers-uk/
http://www.spielberg.de/en/spielberg-solutions-ltd/support-uk/
http://www.spielberg.de/en/spielberg-solutions-ltd/contact-uk/
http://www.spielberg.de/en/spielberg-solutions-ltd/contact-form-uk/
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