Phone call for isolated devices | Voters

Phone call for isolated devices

complete

Danielle Painter

I spoke with an MSP who would like to request a phone call in addition to the ticket/incident report for after hours incidents that have triggered host isolation. Tickets are not monitored at this MSP 24/7 but they do have an on call after hours line.

October 15, 2021

James O'Leary

This feature now supports international phone numbers! See below for the list of countries we now support: 
Canada
US
China
India
Pakistan
Philippines
Belgium
Croatia
Germany
Norway
Poland
Czech Republic
Greece
Ireland
Sweden
United Kingdom
France
Netherlands
South Africa
Australia
New Zealand
USA

James O'Leary

marked this post as

complete

James O'Leary

We're excited to share that this new feature "Critical Incident Notification" is now live. This new feature allows partner admins to add phone numbers to get notified out of band for critical incidents via phone call and SMS text notification. Follow along with this support article to see how you can add Incident Notification Contacts within Account Settings: https://support.huntress.io/hc/en-us/articles/19569313742099-Critical-Incident-Notifications-SMS-Call-

Robert Ellis

I think this is critical. Even some automated call would be fine.

Henry Washburn

How are other incidents handled like a server down? Afaik I think there are a couple of tools that pass critical tickets to an on call phone or something of that ilk. Which i think would be a better solution than just 1 tool calling them.

Brian Cook

Henry Washburn: Truth is for most MSPs if a server goes down at 2am the client is asleep and would be upset if we called them, they just want us standing at the door when they open aware of the issue. While I think a phone call is excessive I would like to see an option for an email sent to additional email addresses then the ticket one in an isolation request, this would allow for different handling.