# What is Swarming?

> Pulling the right experts onto a hard ticket together instead of passing it up tiers.

Canonical: https://www.decimal.app/glossary/swarming · Last reviewed: 2026-09-23

Swarming is a support model where a difficult ticket stays with one owner, who brings in specialists to work on it collaboratively, often in a shared channel, rather than escalating it through tiers.

## Why it matters

It cuts handoffs and gets hard tickets resolved faster, but it pulls senior people and engineers into many conversations.

## Best practices

1. Keep one owner. The swarm helps; it doesn't take over.
2. Bring evidence to the swarm. Don't ask experts to start from zero.
3. Capture the answer. Turn the result into a note or article.

## How Decimal helps

Decimal does the first round of investigation before a swarm forms, so experts only join when the evidence says they're needed.

## Related terms

- [Tiered Support (L1, L2, L3)](https://www.decimal.app/glossary/tiered-support): A support structure where harder issues move up through levels of expertise.
- [Handoff](https://www.decimal.app/glossary/handoff): Passing ownership of a ticket from one person or team to another.
- [Engineering Escalation](https://www.decimal.app/glossary/engineering-escalation): A ticket support hands to engineering because it needs code-level investigation.

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