Internal and external customers of your technology products and systems require expert knowledge to troubleshoot problems that are too technical for them to fix themselves.
Content updates (copy, images, video, static pages etc). Basic styling for web pages managed by a CMS (content management system)
Helpdesk, basic troubleshooting, escalations, and communication routing.
Escalation to application support engineers. They can do more advanced troubleshooting like configuration changes, scripting, and basic programming.
Escalation to a different software development team, software or system architects and subject matter experts who can permanently address the systemic issue.