Creating an override for on-call

At times, you might have to update an on-call shift to accommodate changes in availability of agents. In Freshservice, it is easy to delegate shift in a few clicks. 

Step 1: Navigate to the Shift list page > shift of your choice.

Step 2: Choose the agent for whom you want to provide coverage and select Delegate Shift.

Step 3: Update the on-call agent details and 'save'

Next > Edit or update an on-call shift