Home Integrations with Helpdesks [Zendesk] Transfer of Tickets to Level 2 (L2)

[Zendesk] Transfer of Tickets to Level 2 (L2)

Last updated on Nov 24, 2025

Introduction

Some tickets require more advanced technical knowledge or special permissions. For these cases, Zendesk allows transferring tickets from Level 1 (L1) to Level 2 (L2).

This article details what a transfer is, when to use it, how to perform it manually or automatically, and what precautions to take, including a step-by-step guide to ensure tickets are correctly routed.

1. What is a transfer to L2?

A transfer to L2 involves forwarding a ticket from L1 to L2 when:

  • Advanced technical knowledge is required.

  • Access to restricted tools or settings is necessary.

⚠️ If there are no specified rules, ClaudIA uses the default group to ensure tickets are transferred correctly.

2. When to transfer a ticket to L2?

A ticket should be transferred to L2 when:

  1. It requires detailed technical investigation.

  2. The customer’s request could not be resolved in the first contact.

  3. Access to restricted settings or tools is needed.

  4. There is a request to speak with a human agent.

3. How to manually transfer a ticket to L2

Step-by-step:

  1. Open the ticket in Zendesk.

  2. Locate the Group field.

  3. Click and select the group corresponding to L2.

  4. Verify that the ticket status is appropriate (Open or Pending).

  5. Click Send or Update to record the transfer.

  6. Confirm that the ticket appears in the L2 queue and that ClaudIA notified the customer about the transfer.

4. How to automate the transfer to L2

When Zendesk is integrated with ClaudIA, the platform already creates default triggers to enable automatic ticket transfers to L2. In other words, most cases do not require creating new triggers, unless the client desires additional actions or custom conditions.

Step-by-step using triggers (for custom actions):

  1. Access the menu Admin > Business Rules > Triggers.

  2. Click Add Trigger.

  3. Define a descriptive name for the trigger (e.g., “Automatic L2 Transfer”).

  4. Set the conditions:

    • Specific tags added to the ticket.

    • Contact reason selected by the customer.

    • Keywords in the title or description.

    • Ticket status or priority.

  5. In actions, select Change Group and choose the L2 group.

  6. Save the trigger.

    How to turn ClaudIA On and Off:
    https://cloudchat.cloudhumans.com/hc/claudia/articles/1748445691-zendesk-ligar-desligar-claudia-no-helpdesk

Result: Tickets that meet the conditions will be automatically sent to L2, reducing customer wait time.

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5. Communication with the customer

When a transfer occurs, ClaudIA sends an automatic message informing that the ticket will be handled by an agent. This ensures the customer knows that service will continue with a specialized human.

6. What to do if the L2 group is not active

Step-by-step:

  1. Access Admin > People > Groups.

  2. Check if the L2 group exists and is active.

  3. If it does not exist, click Add Group, name it L2, and set responsible members.

  4. If the group is inactive, click Activate.

  5. Test transferring a ticket to ensure the destination is working.

Tip: Always keep the L2 group active to avoid tickets with no destination.

7. N1 access after transfer

After the transfer:

  • The N1 continues to see the ticket (depending on group permissions).

  • The N2 takes over the primary responsibility for handling.

  • This maintains the ticket history visible to all teams, avoiding rework.

8. Ticket distribution with Round Robin

In the integration between Zendesk and ClaudIA, it is possible to use the Round Robin model, which distributes tickets in a rotating and balanced manner among group agents.

Each new ticket is directed to the next agent in the list, respecting the ticket limit set per analyst. When reaching the last agent, the cycle restarts.

This method prevents overload and maintains fair distribution, especially useful for Level 2 (L2) support.

How it works:

  • Tickets sent to the L2 group are automatically assigned to the next agent in order.

  • The system goes through the list and restarts at the end.

  • Distribution remains balanced among all agents.

✅ Summary of best practices:

  • Always configure an active L2 group with assigned members.

  • Use automatic triggers to streamline repetitive transfers.

  • Ensure that ClaudIA informs the customer about the transfer.

  • Use Round Robin to balance ticket distribution among agents.

  • Regularly test the flow to prevent tickets without destination.

Step-by-step Guide for Integration:
https://cloudchat.cloudhumans.com/hc/claudia/articles/1740226846-zendesk-guia-passo-a-passo-da-integracao