The Helpdesk Badge needs to be acquired by a team member of the CS that should work with the Helpdesk. This is true for either first-level or second-level Support. This Badge shows the whole flow of a ticket from the customer who creates it, to the Helpdesk Queue and from there to the Support Board to be handled by the developers. It needs to be decided if in the future, first-level Support should even transition between the different JIRA Projects (if there even is more than one in the future).

After the team member achieved this Badge, he/she should be able to know where to find new Helpdesk Tickets, and how he/she needs to handle them in different situations. If it is needed he/she can forward the issue to the developers.