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
