Using Freshservice On-Call Management

Introduction

In Freshservice On-Call Management, each service is covered through an on-call schedule. Each schedule consists of shifts based on time of the week, geography, or both. The escalation within all shifts in a schedule are decided by escalation policies. Let’s explore how to navigate each of these modules in detail.

Process

• Configure phone numbers correctly 

• Create an on-call schedule

• Create an on-call shift

• Design an escalation policy

• Create an override

• Edit or delete an on-call schedule

• Get one or more agent groups to respond to a ticket (multiple responder groups)

• Using Slack as a notification channel for on-call management

• Using WhatsApp as a notification channel for on-call management

• Using the Freshservice mobile app as a notification channel for on-call management

• Using the On-Call Calendar

Additional resources:

• Regions where SMS support for On-Call Management is available

• Download VCF files to identify on-call notifications from Freshservice

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