Use the Alerts feature to ensure issues get a timely response.
Alert email notifications can be sent as a reminder in advance of a deadline or to a manager / user group to flag a missed deadline. These alerts can be configured based on the value of a pulldown field. You can set different response time levels such as:
- Severity 1 tickets trigger an alert within 1 hour
- Severity 2 tickets trigger an alert within 4 hours
- Severity 3 tickets trigger an alert within 1 day
See more in the video below or get detailed steps in this Alerts Knowledge Base article.