freshservice

Reliable Alerting and On-call Management for Freshservice

freshservice-signl4

 Why SIGNL4

Freshservice is the sleek SaaS IT helpdesk system from Freshworks. This service allows teams to streamline their support channels and communicate effectively to solve issues as this happens. Support does not have to end at the dashboard. Integrate Freshservice with SIGNL4 to extend your support team’s operations with actionable real-time alerting.

 How it Works

Setting the ticket notification to be directed to your SIGNL4 team ensures that everyone on the team can see a new ticket has been created.  More importantly, with SIGNL4 they can take ownership of that ticket and eliminate the redundancy of having multiple team members working on the same. The SIGNL4 connector app for Freshservice supports the retrieval as well as the update of ticket information.

  • Forwards ticketing information to SIGNL4 for mobile alerting
  • Easy integration using the Freshservice connector app in SIGNL4
  • Staff can acknowledge tickets and take ownership
  • Alerts are escalated in case of no response
  • In-alert chat for quick collaboration with other team members
  • On-call scheduling to alert the right people at the right time
  • Two-way integration to update ticket information

 Scenarios

  • 24×7 support operations
  • Anywhere critical incidence response
  • On-call scheduling of support teams

Benefits

  • Significantly shorter response times
  • Ensures attention for critical alerts and minimizes false alerts
  • Clear responsibilities and transparent ownership of incidents
  • Collaboration with team members when assistance is needed
FS_neu_2

Tickets and incidents are sent to SIGNL4

Event categorization, routing and automated delivery

Persistent Notifications by push, text and voice call with tracking, escalation and confirmation to staff on duty, plus ticket status update in Freshservice

HOW TO INTEGRATE

The integration can be done either flexibly via an Automator rule and the Freshservice Connector App in SIGNL4 or simply by e-mail.

freshservice-automator

Integration via Connector App

The Freshservice connector app makes 2-way integration with Freshservice a a child’s play and responding to service desk tickets can be done conveniently via the SIGNL4 mobile app. The following steps describe how to configure the integration.

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Integration via Email

From the Admin settings, access the Support Channel and then go to Email and then click Add Bcc.

freshservice-email-bcc

Here you configure your SIGNL4 team email address here.

Once that is in place you will then receive alerts to your SIGNL4 team each time a ticket is created.

ALERT OPTIMIZATION
SIGNL4 can further increase the visibility of alerts through its Signals and Services section. Augmenting the color and icon of alerts will provide more relevant information at a glance without having to open the alert.

alertoptimization

Change alert color and override title + text 

Override text, colors and titles are triggered by keywords set within the mobile app.

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