Each country has different regulations for SMS usage. At Freshservice, we are working towards obtaining requisite government permissions for all geographies our customers are located in. 

As of June, 2022, SMS support for On-Call Management is available in: 

  1. USA
  2. Canada
  3. UK
  4. Germany
  5. Netherlands
  6. Australia

As and when a new country is added to the list, users will be updated via release notes. Until then, you could try notifying your agents over WhatsApp or through in-app notifications in the Freshservice mobile app.

VCF files for identifying calls from Freshservice