What’s Freshservice?

Freshservice is a widely adopted ticketing system that allows engineers to quickly resolve high-priority issues. It simplifies the ticketing process and ensures that incident response members collaborate with each other to better manage critical events. IT support teams use Freshservice’s collaborative ticketing solution to improve incident response efficiency and productivity.

OnPage's Freshservice Integration

Use OnPage’s Freshservice integration to automatically convert
critical tickets into critical, high-priority mobile alerts. OnPage
notifies the right responder in real time using alerting policies,
routing rules and on-call schedules.

Escalate alerts to the next group or person if a team member is
not available. Enable redundant messaging to phone, SMS and
email.

OnPage alerts rise above the clutter and bypass the silent switch
on all mobile devices. Alerts are easily distinguishable from all
other mobile notifications.

How the Integration Works

Step 1:

The OnPage-Freshservice collaboration is designed to perfect incident response management. Following ticket generation in Freshservice, the system is configured to automatically notify the right person via the OnPage mobile application. Automate the ticketing process and improve incident response time.

Step 2:

The on-call engineer receives an immediate, persistent and intrusive OnPage mobile notification. OnPage alerts are detailed and inform engineers about critical IT-related problems. Regardless of mobile device, OnPage high-priority alerts can bypass or override the silent switch and Do Not Disturb (DND) options. If workload burnout is an issue for IT support teams, managers can leverage OnPage’s dynamic digital scheduler to shift on-call responsibilities.

Step 3:

The on-call engineer immediately addresses and resolves the issue. The Freshservice support ticket is closed after the critical event has been resolved. With OnPage, IT support teams can improve incident response time and ensure that critical systems are always up and running.

Integration Benefits

OnPage’s latest integration enhances ticketing system capabilities.

Through the integration, incident response teams can:

Automate the critical event alerting process
Transform tickets into intelligent alerts that reach the right people at the right time
Facilitate cross-team communication and collaboration
Accelerate IT incident remediation

Schedule a demo today to experience the power of Freshservice and OnPage!

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