On-Call Management

TABLE OF CONTENTS What is On-Call Management? Why do we need On-Call Management? What is Freshservice On-Call Management? Components of Freshservice On...

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...

Summary Before you create an on-call schedule that includes SMS and/or phone calls as notification channels, ensure that the contact numbers of agents to b...

Summary An on-call schedule is an availability plan that ensures that the most suitable person is always available – whether day or night, weekday, weekend...

Summary A shift is a pattern for time slots by day or time zone or both. For example, there could be a weekday shift, a weekend shift, APAC shift, North Am...

Summary As you add agents to the rosters, you might see an error message if the associated phone number isn't stored in the correct format in the ag...

Summary An escalation policy offers a comprehensive view of who receives notifications and through which channels along the escalation path. A single escal...

Summary At times, you might have to update an on-call shift to accommodate changes in availability of agents. In Freshservice, it is easy to provide covera...

Summary Updating an on-call schedule can be necessary to accommodate evolving requirements for agent coverage. In Freshservice, it is easy to update or del...

Summary When an L1 agent receives a ticket, they can rope in one or more agent groups that have on-call schedules associated with them. This enables agents...