Last updated: 2024-07-09

Source: https://support.freshservice.com/support/solutions/articles/50000003776-using-freshservice-on-call-management

Using Freshservice On-Call Management

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

    • Previous > Learn all about Freshservice On-Call Management