New
Response times based on how urgent each case is
Set how long a case can wait based on its urgency and alert your team if time runs out. What nobody picks up escalates on its own.
No urgent case is left waiting
- Times based on urgency: a blocking case gets an answer within an hour and a minor one can wait a day. You decide what each answer is worth.
- Alerts on time: if time runs out, your team gets an alert and the case stays where it was.
- Unclaimed cases escalate: if nobody picks up a new case within the time you choose, it moves to a separate stage and alerts whoever needs to see it.
- Longer timers: up to 30 days, for long-term follow-ups.