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Anyone know if there’s any documentation around the below Responders tile that appears on some tickets?  I’m trying to understand when it appears, and what happens when you click the Acknowledge button.  I can’t find any documentation.

 

 

Hi.

Responders are the agents that you setup in On-Call Management.

 

You may find more information here:

https://www.freshworks.com/freshservice/it-operations-management/what-is-on-call-management/

https://support.freshservice.com/en/support/solutions/articles/50000003776-how-to-use-freshservice-on-call-management

https://support.freshservice.com/en/support/solutions/articles/203318-how-to-find-the-user-id-or-responder-id-of-an-agent

 

Hope this helps and clarifies.

 

Regards,

 

Hi @mschallmo 

You’ll find that option when the Ticket is assigned to an On-call Group where you’re a part of it. When you acknowledge, The Ticket will be assigned to you. Sample Screenshots for reference:

 

 

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