> For the complete documentation index, see [llms.txt](https://softability.gitbook.io/xreach/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://softability.gitbook.io/xreach/webclient/hidden-expert.md).
# Expert support levels
The **Hidden Expert** feature has been created to address a specific use-case, where it is beneficial to be able to first assess a situation (on *1st level*), and then further assign it to a specific hidden expert.
There are total of three different levels of Experts.
The 1st level expert (**Visible Expert**) can assign the case to **First level** **Hidden** **Expert** (on 2*nd level*). And if needed, the 2nd level expert can further assiged the case to a specific expert on 3rd level (**Second level Hidden** **Expert)**.
### The 1st level Expert (Visible Experts)
The *1st level Experts* (**Visible Experts**) are always visible to **Remote Users.**
They can be contacted by any **Remote User** from the **XReach Mobile** or **RealWear** app. They are shown in the **Expert List**, when a **Remote User** presses/taps/says **Call**. If the **Remote User** calls "**Any Expert**", these *1st level Experts* are contacted.
These 1st level experts evaluate the reported issue, and can attempt to solve it.
However, if they are unable to solve the issue, and they identify a need to escalate the issue further, they can **Assign the Ticket** to a *2nd level Expert* - in this case, **First Level Hidden Experts**.
1st level Experts can see the 2nd level Experts **(First Level Hidden Experts)**, if the permission to view is granted in group settings.
*1st level Experts* cannot directly contact *3rd level Experts* **(Second Level Hidden Experts)** But in case the 2nd *level Expert* has assigned the ticket to a *3rd level Expert*, all calls specific to that ticket, from the **1st level Experts** and **Remote Users,** will go directly to the *3rd level Expert*.
### The 2nd level Expert (First level Hidden)
The 2nd *level Experts*, are not visible by default - therefore the term **First Level Hidden Experts**.
Term **Hidden Expert** comes from the behavior, where these 2*nd level Experts* are not visible to the **Remote User** in the **Expert List** when a **Remote User** taps or says **Call** on a **Ticket** they have created. They cannot therefore be called directly.
Once the *1st level Expert* has assigned a ticket to a *2nd level Expert*, all calls for that specific ticket by the **Remote User** will go directly to the assigned *2nd level Expert.*
Once the **First level** **Hidden Expert** has answered and solved the ticket, the **Ticket** is assigned back to the original *1st level Expert* upon **Resolving the Ticket.**
In case the **Ticket** is re-opened, the **Remote User** will have the list of *1st level Experts* available to them. The 1st level expert can then evaluate the solution to the ticket, and assign the ticket a new *2nd level Expert* if unable to find the solution him/herself.
If the 2nd level Experts are not able to solve the ticket, they can further assign that ticket to a 3rd level Expert (**Second level Hidden Experts)**
The 2nd level Experts (**First Level Hidden**) can see the 3rd level Experts (**Second Level Hidden**), if the permission to view is granted in group settings.
### The 3rd level Expert (Second Level Hidden)
The 3rd *level Experts (***Second Level Hidden)**, are not visible by default - therefore the term **Second Level Hidden Experts**. They can see the 2nd level experts **(First level Hidden)** as well as experts on same level. But they cannot see 1st level experts.
Similar to the 2nd level experts, they are not visible to the **Remote User** in the **Expert List** when a **Remote User** taps or says **Call** on a **Ticket** they have created. They cannot therefore be called directly.
Once the 2nd *level Expert* has assigned a ticket to a 3rd *level Expert*, all calls from the **Remote User** and **1st level Experts,** for that specific ticket, will go directly to the assigned 3rd *level Expert.*
Once the 3rd level expert has answered and solved the ticket, the **Ticket** is assigned back to the original 2nd *level Expert* upon **Resolving the Ticket.**
### Using the Support Levels tab
As a **GroupAdmin**, you need to click on the **Management Cog** from the **Sidebar** and then select **Groups.**
In the **Groups** view, you need to select a **Group** and click on the **Edit** icon placed right of the Group name.
The **Edit Group** page will open, and you can either change the settings of the **Group**, or click on the **Support Levels** tab.
Click on the Support Levels tab
The **Support Levels** tab will show *1st level Experts on top*, *2nd level Experts in the middle* and *3rd level Experts* at the bottom. To demonstrate the behavior, three **Experts** are with self-explanatory names are displayed below:
1. **I am 1st level Expert RemoteUser Will See Me**
2. **I am 2nd level Expert RemoteUser Will Not See Me**
3. **I am 3rd level Expert RemoteUser and 1st level Will Not See Me**
An Example of Support Level Experts view
In this case, you need to go through the process of first adding **Experts** to **Groups**, and then to **Edit the Group**, and then to move the **Experts** from one level to other levels by using these buttons (Move to 1st/2nd/3rd)
After a Group has been modified in this way, any ticket created by the **RemoteUser** will have **Assign Expert** list only showing the **Visible Experts** (*1st level Experts*). The Experts will will see the whole *Expert space* of the **Group,** and will be able to use the **Assign Expert** feature to assign both **Visible** and **Hidden Experts.**