How can the agent working the issue get an alert if the priority is critical? Do you have a mechanism that can trigger an alert that needs acknowledgement? Right now all you can do in the slack app is get a notification sound or not. I'm looking for something that generates a different alert for something critical. A different sound or an alarm that needs to be acknowledged. We are looking to hit sub 60 second SLA to respond to the user.
Great questions! You can create SLAs in Halp as well as a priority field, and then you could have tickets that hit a certain priority go to a special channel in Slack. In that channel you could create special notification preferences (such as sending a notification to your phone, etc).
