Spike app for Freshdesk

Spike is now available on Freshdesk's marketplace as a partnered integration. If you’re using Freshdesk for support, you can now seamlessly link it with Spike to bring your support and operations teams closer.

With this integration, you can: ∟ Create new incidents directly from Freshdesk tickets.

∟ Link existing incidents to keep everyone on the same page.

∟ Sync incident status updates—when an incident is acknowledged or resolved in Spike, it updates in Freshdesk automatically.

∟ Add notes from Freshdesk for better context and coordination with the on-call team.

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→ Install Spike on Freshdesk

→ Read the guide

Replace on-call user with overrides

Introducing a highly requested improvement to on-call management on Spike: User-Specific On-Call Overrides.

Previously, setting overrides for a specific person’s shifts over an extended period required adding multiple overrides manually. It worked, but we knew it could be better.

When adding an override, you can replace an individual’s on-call shifts for a specific time period in one go. Whether it’s for a few days or a couple of weeks, managing on-call schedules has never been this simple.

How It Works:

1. Press O or click Override from on-call page

2. Select the user whose shifts you want to override.

3. Define the replacement user and the time period.

4. Save, and Spike will handle the rest—automatically adjusting all affected shifts.

Examples:

1. Deepa replaces Steven from 1st Jan to 15th Jan while Steven is on leave.

2. Raj replaces Neha for night shifts from 5th Feb to 10th Feb.

3. Anjali steps in for Ravi for weekend coverage on 12th and 13th March.

Visit On-calls

Read the docs

Slack app updates

Big updates to Spike app for SlackHQ

In this update, we have focused on::

→ improved readability

→ more actions against an incident

→ /slash commands to help you work faster

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Learn more → https://docs.spike.sh/alerts/slack

Update your Slack → https://docs.spike.sh/alerts/slack

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What's new?

• /create-incident lets you create new incidents from Slack. Access is open to everyone in your workspace!

• /oncall lets you create new incidents from Slack. Access is open to everyone in your workspace!

• You can escalate an incident from Slack

• and you can create dedicated channels for incidents

There is also increased privacy for Private channels in escalations. Only members of the private channel can view and interact.

Install Spike on Zendesk

Spike for Zendesk enables agents to create and manage incidents associated with support tickets directly in the Zendesk interface, keeping all stakeholders informed and up-to-date.

Here's what you can achieve:

• Create New Incidents for Support Tickets
• Link Existing Incidents
• Live Status Updates
• Add Notes for context

Learn how to get started

Install Spike on Zendesk

Raycast extension

A faster, easier way to check open incidents, take actions, and manage on-call schedules directly from Raycast.

Get the Spike extension

Search any Slack channel to set incident alerts

You can quickly search and select Slack channels to receive incident alerts. While adding or editing an escalation policy, you can easily use this feature—designed specifically for larger Slack workspaces with thousands of channels.

Set up Slack →

Multiple group support for Microsoft Teams

Our Spike bot for Microsoft Teams now supports connecting multiple groups of channels! Admins and responders can easily connect new groups by running the @Spike connect command as usual.

Once connected, you’ll be able to find the list of channels from all connected groups in on-call alerts and escalation policies.

Deprecation notice: The old Microsoft Teams webhook will be deprecated on 26th November 2024. Make sure to update your setup to keep receiving alerts seamlessly.

Install the Microsoft Teams Bot for Spike → https://teams.microsoft.com/l/app/aea2c271-cfd3-4360-86bb-4a16998b2bde?source=app-details-dialog

Learn more → https://docs.spike.sh/alerts/microsoft-teams

Introducing Resolution alerts

Resolution Alerts—configure to get alerts when incidents are resolved, whether automatically or by other members.

Learn more ➝ https://docs.spike.sh/alerts/personal-alerts-management/resolved-incident-alerts

What You Need to Know:

Real-Time Alerts: Receive resolution alerts instantly—within 600ms—via SMS, Email, App notifications, WhatsApp, and Telegram.

Customizable Alerts: Choose how and when you receive resolution alerts. For example, get email notifications during office hours but app notifications afterward.

✅ Green Check for Clarity: Each resolution alert comes with a green check mark and the incident title for quick context.

This feature is designed so everyone is kept in the loop. Only those who were alerted or are currently assigned to the incident will receive alerts when incidents are resolved. Whether it's an automatic resolution or one handled by a teammate, you'll know immediately!

Get the mobile app

• iOS app
• Android app

Hide/Show graphs on status page

You can now further customise your status page by hiding/showing historical status graphs on each component. This would focus only on current status of your service.

This update is especially useful when managing multiple components and streamlining your status page view.

Visit Status page dashboard > Themes to customise