Create an availability plan with highly customizable on-call schedules

​​Guarantee 24*7 agent availability to address critical incidents. Distribute responsibility by creating shifts and agent rosters for different time zones, weekdays, weekends and holidays. Create an on-call schedule that fits your organizational needs. 

on call mgmt 1 2x on call mgmt 1 2x

Escalate an issue automatically until it’s acknowledged

​​Leave no stone unturned in getting an incident the attention it deserves by configuring multiple and repeatable levels of escalation. Specify the number of times an on-call agent must be notified before automatically escalating to the secondary or tertiary agents on-call. 

on call mgmt 2 2x on call mgmt 2 2x

Notify agents & teams through modern communication channels

Reach your agents and stakeholders on WhatsApp, the Freshservice mobile app, phone, SMS, email, etc. Resolve incidents faster by enabling multiple agent groups to swarm in and collaborate at once. Optimize the intensity of a broadcast by selecting channels based on incident priority and escalation level.

on call mgmt 3 2x on call mgmt 3 2x