to manage 2 or more levels support

[Ramata]

I'm considering to manage at least 2 level supports. The 1st level support is Service Desk. The 2nd level is the specialist team. The 3rd level will be manager.
I don't want customers directly interface with 2nd level support; they should go to 1st level support.
Assumptions:
Once customers inform a ticket, Service Desk agent will update to them. Later Service Desk can't answer. He/she forwards/moves to 2nd level.
So I'd like to know how good procedures are applied in OTRS. With my understanding:
1. 2nd level solves it. Then update to 1st level.
During this process, customer don't know his/her ticket is in process if Service Desk moves to 2nd level support.
2. After getting the solution from the 2nd level, 1st level will inform to customer. Thus, the 2nd level support has to move to the original queue.

If you have good scenarios, would you please share me.

[crythias]

Among other ways, Level 1 splitting the ticket to level 2, with level 2 queue being in a group that's not users and not a CustomerGroup (if enabled).

[Ramata]

Thanks!

Another way, if I consider to change or assign the owner of this ticket to 2nd level agent. However the 2nd level agent will see a new ticket generated from customer, because I have to overlap between 2nd level and 1st level groups. This is a good choice, isn't it?

[crythias]

I may not be understanding your question.

As long as the contributors add "Note Internal" or email internal (like for a forward), it is my understanding that correspondence is not visible to the customer.

That said, splitting the ticket allows a different overlap, completely separate from what the customer can see. It also enables the Level 2 to acknowledge, accept, update and complete a ticket without disturbing the original ticket.

The caveat on split is that further information from the customer would need to be copied to the split ticket if necessary.

Well, the other problem with the split is how to maintain correspondence between level 1 and level 2 on the split ticket (forward works, but notes may not). Further, if you have enabled customer notification on closed via Notification Event, you'll want to ignore Level 2 closing so as not to alert your customer.