The fresh service Notification system isn't particularly helpful for managing urgent tickets. At the very least, We need to be able to see the priority of the tickets in the "Ticket Assigned to your group" notification. However, ideally, we'd be able to set rules to allow tickets/responses with certain criteria to be delivered to our agents via SMS.
Right now our employees can't rely on sending an "Urgent" ticket because we can't promise to hear it.
It'd also be nice to set a different notification sound for the fresh service app - a sound that lasts a little longer
We use the Pagertree app for this, you can create a rule to send Urgent tickets to it and it will text out the agent on call, ideally though I would like the feature build within the product itself