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Handle urgent requests

How emergencies and requests for a person reach you, and how escalation works.

Emergencies, requests for a person and unhappy customers go to Urgent as well as the inbox.

What happens

  1. The customer gets your safety or holding message right away.
  2. The first person in the on-call chain is notified (push, SMS or email, following their notification settings).
  3. If nobody opens the item in time, the next person in the chain is notified.

Stop the chain

Open the item. Opening it records who took it and stops further escalation.

Set the chain

Owners set the on-call order under Team → On-call chain.

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Updated September 26, 2026. Still stuck? Contact support.