We are moving from our own helpdesk system to Freshdesk and so far we are enjoying it.
One thing that's a huge deal for us in our existing help desk is the ability to allow a customer to determine if the ticket is an emergency or urgent, especially after our normal support hours.
Basically our support hours are Mon-Fri 9-5 for all issues.
Outside our normal hours, the customer can still submit a ticket and it will be answered during normal business hours.
Here is the important part: If it's after normal hours, and they submit a ticket with a status of "Emergency" then we have our helpdesk send an email to a special email address that makes SMS and other alerts go off on the techs phone and wakes them up.
Is there any way in Freshdesk to allow the customer to submit an urgent ticket after hours and have Freshdesk send the agent alert to a different email address or an additional email address?
Thanks in advance for any help you can provide.