OnPage – Freshdesk Integration

Integration Overview
Freshdesk makes it easy for support teams to manage customer issues, but it’s not always built for urgency. When high-priority tickets come in, or when SLAs are close to breach, you need more than just email or in-app notifications to get your team moving.

With OnPage, your critical Freshdesk tickets trigger loud, persistent mobile alerts that cut through the noise. Your support staff, engineers, or on-call teams are automatically notified instantly, and escalations ensure nothing gets missed. Whether you’re managing VIP customers, critical bugs that impact end users, or technical incidents, OnPage ensures your Freshdesk workflows drive fast, accountable responses.

Integration Benefits

• Automatically trigger OnPage alerts from Freshdesk when specific ticket types, priorities, or tags are matched

• Deliver mobile-first alerts via push, SMS, voice, and/or email to the right team based on routing rules

• Escalate alerts until acknowledged so that no ticket sits unresolved

• Include ticket metadata like customer info, issue summary, and urgency level in every alert

• Automatically close OnPage alerts when the Freshdesk ticket is resolved or closed

• Support bi-directional alerting logic that allows for deeper, use-case specific workflows

How It Works

1. Use Freshdesk’s webhook or automation features to send ticket events to OnPage

2. OnPage processes these events and triggers alerts based on your routing and escalation logic

3. Alerts are delivered instantly to mobile devices with persistent notification tones and retry logic

4. Any response on the OnPage ticket automatically syncs into Freshdesk, and vice-versa

5. All alert actions are tracked and logged for auditing, reporting, and continuous improvement