Trigger email notifications to users for various events like when an issue gets created, assigned, or resolved. You can set up notification patterns for your issues as per your organization demands.
Build a library of rules to automatically perform a set of actions like changing the severity of an issue, or assigning it to a user. Define when the rules get triggered, and you're all set!
Want to be notified when an issue is escalated or if it remains unresolved past the due date? Configure rules to send an SMS, push a message in Slack, or forward notifications to any third-party application with the help of Webhooks.
Once an issue is escalated to the highest level, you might want to assign it to the manager, notify the manager via SMS, add a comment to the issue or inform the client that the issue is being resolved. Custom functions let you automate such notifications, call webhooks and perform any logic once a rule is triggered.
Draw up client contracts about the level of service you provide by defining rules for issues—when an issue should be escalated and to whom, and goals for how quickly an issue should be resolved. Keep your customers well-informed and make sure your guarantees are never broken by setting up timely escalations.