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The role of L2 support in modern organizations
The increased level of complexity in modern organizations with complex infrastructure means that no single team is familiar with every aspect of the platform. As the user base grows, so do the challenges faced by L2 support teams. This is due in part to the complexity and breadth of technical issues related to L2 teams.
L2 teams must be able to stay on top of customer issues as they arise and act proactively to ensure that customer experience (CX) is not compromised. Organizations that rely on Jira to manage issues manually frequently face the issue of an uncoordinated response to rapidly evolving customer issues. To ensure that L2 teams can function effectively, a tool that acts as an intermediary between L3 Support, Jira, and L1 teams is required.
Jira and Slack are the foundations of modern technical support. L2 support teams are usually required to monitor Jira for any open issues that need to be resolved. While this support system is manageable for many, it is not scalable. This method of handling problems is also inefficient and will harm your team's morale in the long run.
Troopr addresses these concerns by providing a unified view of the defect resolution process, increasing the productivity of L2 support teams significantly. Without leaving Slack, your L2 team can now assess the severity of a customer complaint, assign it to the L1 team if necessary, and automatically create tickets in Jira.
Challenges faced by L2 support personnel during peak hours
During peak hours, the volume of alerts received by an IT support professional may be daunting - if considerable automation measures are not applied, it is easy to get overwhelmed very fast. If the technological infrastructure declines for IT support teams working on mission-critical systems, the company bottom line and customer experience suffer.
- Alert fatigue
Alert fatigue can set in as the support engineer is exposed to a high frequency of notifications . The alerts may have varying degrees of importance, with many being unimportant and some of the more significant alarms going unnoticed as a result.
- Manual tasks (Jira ticket creation)
These include manually copy-pasting error notifications from Slack to Jira. If the number of concurrent alerts increases the likelihood of mistakes happening.
- Inefficient coordination
As the context around each issue is stored in Jira tickets, L1 support has to manually go through a list of Jira tickets before they are able to understand the problem thoroughly. This manual work means that in case of high severity incidents precious time is lost while the L1 and L2 teams work together to determine what needs to be tackled first.
- Context Switching
Due to non-existent alert categorization support teams have to juggle issues from different product and service degradations.
How Troopr helps
Troopr empowers support teams by letting them focus on what matters most - deciding which issues are of the highest priority and rerouting those to L1 support teams.
Since your customer experience is linked with how quickly your technical support teams can resolve issues it is vital to have a system in place to quickly categorize and route alerts as needed.
If the number of alerts increases beyond a certain number it becomes very challenging to keep track of the progress and create a trail of accountability.
Troopr lets you quickly track open issues and deal with them accordingly.
When a defect notification comes to the L2 support teams it is possible for them to instantly create a new issue in Jira with a single command. This eliminates the need to manually create a ticket.
It is also possible for them to route the issue to L3 support if it is a serious issue and requires immediate intervention from the development team.
With Troopr thanks to the context around each incident it is far easier to figure out the steps that were taken and introduce ways to make the error-resolution process more efficient.
With Troopr thanks to the emoji supported classification it becomes much easier to categorize issues as high , medium or low severity. It is also possible to quickly take a look at unresolved issues with the help of context-rich search in Troopr. Open issues that have been tagged as high priority can be seen and assigned to appropriate on-call staff.
Conclusion
For organizations dealing with hundreds of user issues per hour if a system to reduce automation is not introduced the on-call staff’s ability to quickly respond to issues that will affect customer experience will be compromised. The core idea is to ensure that technical faults do not negatively affect the customer experience. With Troopr your team can collaborate more swiftly and reduce the amount of context-switching required. The ability to quickly categorize and reroute open issues is a game changer for your L2 support team.
