Anticipate service disruptions through intelligent alert management

“A service desk team can have full functionality of the alert module without the risk of then making a change in the monitoring tool itself. That’s really the power of Freshservice Alert Management. We wanted to simplify things for our service desk and NOC teams. We don’t want them to have 15 systems open just to monitor.”

“Alert management is a game changer for us! Before Alert Management, we used to get four to five emails as soon as an issue crops up , and every alert would be logged as a ticket. Our team will have to correlate the alerts together and act accordingly. Our biggest benefit from Alert Management is that we completely got rid of the redundant emails as Freshservice groups similar alerts together and creates one single incident for it. Freshservice has tied alert and incident management systems together and has helped us create a seamless process that automatically logs an incident when there is a critical issue. And, any agent who is working on the incident can automatically track it back to the alert. This has totally stopped us from manually creating incidents in the service desk. Now that we’ve got it, it is hard to live without it.”

“Alert Management system is a pillar of an ITSM solution. The Alert management system in Freshservice generates incidents based on incoming alerts and automatically closes them when the alerts are fixed. With Freshservice, we now have the exact history of each alert and their associated Incidents, and all the support teams could have access to that information at the same time. This increases transparency and agility among our internal teams. Also, their ability to integrate with third-party monitoring tools is limitless with field mapping and API first mindset. And the best part is, it is really easy to set it up!”

“We currently have monitoring systems for different functions - ranging from data center monitoring, network monitoring, to cloud infrastructure monitoring. In the past, we had specialized teams to monitor alerts from these systems and apply their expertise to decide on how to act on critical alerts when they surface in the system. It was manual and time consuming. With Freshservice, we were able to aggregate alerts from all these systems and create a workflow to automatically create alert-based incidents in Freshservice. This saved us cost and also helped us become operationally efficient. I am sure there are plenty of products out there which can facilitate the same outcome, but the ease of use Freshservice brings to the table definitely has a huge impact on the user experience.”

“We use the Freshservice Alerts tool to manage website outage alerts from multiple monitoring tools. This feature has worked flawlessly for us and has saved measurable time compared to our previous system, largely due to the bulk alert management and flood protection features. We are excited to see this tool expanded further with additional features and integrations.”