Mobile alerting with tracking & escalation for Freshservice
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 email 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
Integration Capabilities
- Forwards ticketing information to SIGNL4 for mobile alerting
- Uses SMTP email to connect to your SIGNL4 team
- Staff can acknowledge tickets and take ownership
- Alerts are escalated in case of no response
- On-call scheduling to alert the right people at the right time
Scenarios
- Customer Support
- IT Operations
- Asset Management
- Sales and CRM
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
HOW TO INTEGRATE
From the Admin settings, access the Support Channel and then go to Email and then click Add 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.
Change alert color and override title + text
Override text, colors and titles are triggered by keywords set within the mobile app.