Hello,
We have clients that are in different timezones than most of our support staff. We use service desk for support during work hours, however in some cases if there is a time zone difference we monitor for critical incidents via the mobile app on our off hours. There is no way to set a different ringtone on the phone for incoming incidents in service desk app. So incoming incidents just use the default ringtone which is the same for email, and many other apps.
Ideally, if a critical incident comes into the servicedesk while we are monitoring via the app, it would have a different ringtone to catch our attention. Otherwise, we have to basically watch the phone continuously for new incidents, and continually refresh it to make sure we can maintain our SLA goals.
Thanks,
Mel Pfirman
