• Supporting tickets with the issues assignment SAN Updates to Mike's team
    • the current tickets coming to ATD is fine
    • when ATD has a question send a note through Freshservices
    • lessons learn- having a test group, we don't have a test site for SAN so it's challenging to get feedback,
    • If a ticket becomes an issue with data- change the group to web application team, Agent- blank, add a tag Tier 3 to the ticket, send a message to the request about the handoff and make ticket pending, once the ticket is resolved assigned group/agent will - take the final steps of closing out the communication to the requested and the ticket. 
      • Uses best judgement when decided note type (private vs Public) 
    • when ticket is finally resolved Tech Team (Mike) will cc last agent to ensure all are informed