On call
Set up on call
On call helps the team know who should be paged when a ticket needs urgent attention.
Turn on on call
- 1Go to Settings, then Workforce Management.
- 2Open Scheduling.
- 3Turn on Enable on-call.
- 4Create an on call schedule from the On-call page or calendar on call view.
- 5Add escalation policies if tickets should page an on call schedule.
What a schedule includes
Schedule name
A clear name such as Support on-call.
Rotation
Daily, weekly, or custom hour rotation.
Roster
The people who rotate through primary, secondary, or tertiary coverage.
Timezone and hours
The timezone and optional restricted hours for the schedule.
Cover
Temporary cover when someone else needs to take a span.
Escalation policies
Escalation policies decide which tickets page an on call schedule. They can look at ticket details such as priority, team, or tag, then notify the selected schedule.
Calendar shortcut
On call can also appear from the Calendar page when it is enabled for the workspace.