Providing high performing IT Service teams with smart issue assignment, on-call rosters, and intelligent issue escalation

Getting Started

The Basics

Selecting a Roster Type

Setting up an Escalation roster

Setting up a Team Allocation roster

Understanding the Escalation process

Notification Channel Setup

Create a Leave request

Administration

Editing a roster

Permissions

Product Usage Analytics / Data Security & Privacy

Amend a Leave request

Support

Contact Us

Integration

Setting up HipChat integration

Setting up Email Integration

Setting up Webhook Integration

Setting up slack integration

Integrate with JIRA Service Desk

The Escalation Status custom field

Setting up automation though JIRA Workflow

Notifications

Setting up My Notifications

Setting up team Notifications

Notification Channel Setup

Reporting

Issue Escalation History

Roster Reporting