Incidents that are recorded in Freshservice are sent to the right people based on on-call schedules by PagerTree after integration.
PagerTree acts as the dispatcher for incidents created in Freshservice, determining the right people to notify based on on-call schedules. PagerTree notifies them via email, sms, voice, and/or push notifications until the incident is acknowledged or closed. This integration will support the following:
- When an incident is created (ticket_public_url is unique) in Freshservice, an incident is created in PagerTree automatically.
- When an incident is pending (ticket_status == 'Pending') in Freshservice, the incident is acknowledged in PagerTree automatically.
- When a incident is resolved or closed (ticket_status == 'Resolved' || `ticket_status == 'Closed') in Freshservice, the incident is resolved in PagerTree automatically.
Please copy paste the link https://pagertree.com/knowledge-base/integration-freshservice/ to get a detailed step by step guide for the integration.