With the Freshservice Mobile app, you can now configure notification settings to override Do-Not-Disturb (DND), Focus, and Silent modes on your on-call agents’ mobile phones. This ensures that critical incident alerts are received by on-call agents, even when DND or similar modes are enabled on their iOS or Android devices.


Additionally, your on-call agents can enable custom notification sounds for critical alerts on the Freshservice Mobile app to differentiate on-call (high-priority alerts) and regular notifications. The mobile app also detects and notifies users when these notification settings are disabled, prompting them to enable the critical alerts notification access.


This article contains the following topics:


Configure DND alerts override

To configure the DND alerts override:


  1. Open the Freshservice Mobile app on your iOS or Android device.

  2. Tap the notifications bell icon.



  1. Or, tap More > Settings > Account preferences > Notifications.


The Notifications screen opens.


  1. Tap the settings gear icon.



The Notification settings screen opens.


  1. Ensure On-call alerts toggle is enabled.

  2. Enable the Allow alerts even in DND mode toggle.



The Override Do Not Disturb alert opens.



  1. Tap Go to settings, and add the Freshservice Mobile app (as an exception) to the Do-Not-Disturb list on your mobile device notification settings.


Configure custom notification sound

To configure custom notification sounds for critical alerts:


  1. Open the Freshservice Mobile app on your iOS or Android device.

  2. Tap the notifications bell icon. The Notifications screen opens.

  3. Tap the settings gear icon. The Notification settings screen opens.

  4. Ensure On-call alerts and Allow alerts even in DND mode are enabled.

  5. Tap On-call alert sound, and set a custom notification sound.



Prompt users to configure Freshservice Mobile app notification permissions 

When on-call agents have previously dismissed configuring the Freshservice mobile app notification permissions, the app prompts users to complete this configuration.


On the Freshservice mobile app Notifications screen, users will see the following prompt.



Additionally, a similar prompt is also shown on the Notification settings screen.