ITSM and ITOM?

@manns we were a beta client for On Call Management and have all of our escalation teams on it now.  We looked at other solutions over the past couple of years and none of them could quite check off the boxes we were looking for.  We were thrilled to hear FS was coming out with the functionality.  

We had a lot of bumps through the beta and that is to be expected.  What I was so impressed with was how much the team at Freshworks valued our feedback and implemented functionality based on that feedback. 

Previous Scenario - The Help Desk agent sends a High Priority ticket to a Tier III.  The HD have always monitored every High Pri ticket until it is acknowledged causing them to multi task and often preventing them from being available to take calls until it was acknowledged.  If a Tier III didn’t respond within 15 minutes, they had to manually track them down.

With OCM, the alerts are set to go out in intervals every 5 minutes until acknowledged.  We have rarely seen an alert go longer than a few minutes without being acknowledged.  Once acknowledged, the Help Desk and the assigned Agent group get an email notification that the ticket has been acknowledged.  This last part is the feedback we gave that ended up being implemented.

We went from a very unreliable email to SMS one-time alert to a full SMS, email, and phone alerting system that seems to be close to foolproof.  The feedback from the Help Desk and Tier III teams have been overwhelmingly positive. 

We are also saving $30/mo per user license by not having to use an external company.  That alone makes it worth it! 

@manns we were a beta client for On Call Management and have all of our escalation teams on it now.  We looked at other solutions over the past couple of years and none of them could quite check off the boxes we were looking for.  We were thrilled to hear FS was coming out with the functionality.  

We had a lot of bumps through the beta and that is to be expected.  What I was so impressed with was how much the team at Freshworks valued our feedback and implemented functionality based on that feedback. 

Previous Scenario - The Help Desk agent sends a High Priority ticket to a Tier III.  The HD have always monitored every High Pri ticket until it is acknowledged causing them to multi task and often preventing them from being available to take calls until it was acknowledged.  If a Tier III didn’t respond within 15 minutes, they had to manually track them down.

With OCM, the alerts are set to go out in intervals every 5 minutes until acknowledged.  We have rarely seen an alert go longer than a few minutes without being acknowledged.  Once acknowledged, the Help Desk and the assigned Agent group get an email notification that the ticket has been acknowledged.  This last part is the feedback we gave that ended up being implemented.

We went from a very unreliable email to SMS one-time alert to a full SMS, email, and phone alerting system that seems to be close to foolproof.  The feedback from the Help Desk and Tier III teams have been overwhelmingly positive. 

We are also saving $30/mo per user license by not having to use an external company.  That alone makes it worth it!