Which statement describes the process of escalating a help desk trouble ticket?

Which statement describes the process of escalating a help desk trouble ticket?

• The help desk technican resolves the customer problem over the phone and closes the trouble ticket.
• Remote desktop utilities enable the help desk technician to fix a configuration error and close the trouble ticket.
• After trying unsuccessfully to fix a problem, the help desk technician sends the trouble ticket to the onsite support staff.
• When the problem is solved, all information is recorded on the trouble ticket for future reference.

Exam with this question: CCNA Discovery 2: DsmbISP Chapter 2 Exam