This feature is available to customers on our Enterprise plan and as part of the Modern Incident Response package. Please contact our Sales Team if you would like to upgrade to a plan featuring Response Mobilizer.
Adding responders enables you to receive assistance from additional users with an incident response. Typical reasons for adding responders include sev-1 responses, critical incident responses, and mobilizing teams.
You can request individual users or escalation policies as responders, with a limit of 300 Responders per incident. The requested users will have the option to accept or decline the request to respond to the incident.
A user, who can take action on the open incident, can request responders within the web UI and mobile app.
In the web UI:
- Within the incident details of open incidents, by clicking the Add Responders button
- While manually triggering an incident, by clicking the Create New Incident button at the top right within the Incidents page or within a Service page.
In the mobile app:
- iOS: Select an open incident, click the More button at the bottom right, and select the Add Responder button.
- Android: Select an open incident, click the three horizontal dots at the top right, and click the Add Responder button.
Note: You can add a conference bridge address in the initial request sent to responders.
As a responder, you’ll receive the request to join an incident response on each of your contact methods used by your high-urgency notification rules which have the lowest notification delay.
Note: Joined responders do not receive additional incident notifications after accepting the request.
To view the status of all requested responders for an incident, head to the incident details section of the particular incident in the web UI. On the right-hand side within the incident, there will be a list of responders and icons to indicate whether they have joined, declined, or have yet to respond to your request.
There are 3 possible responder statuses: Joined if the requested responder accepted the request, Declined if they declined the request, and Pending if they have yet to respond.
In this example, Jay has Joined the incident response, Tony has Declined the request, and Jack has yet to respond to the request
In the timeline of the incident in the web UI, you can see when a requested responder accepted or declined the request.
In this example, Tony Declined the request at 9:18 by SMS
In the mobile app, additional responders have been requested if you see Coordinated Response next to an incident. You can also view if a responder has joined or declined the request within the timeline of the incident.
For repeatable, automated mobilization of responders, you can make use of a Response Play. Response plays are packaged incident actions, and adding responders is one component. You can read further about the response plays feature here.
Mobilizing a coordinated and cross-functional response can sometimes be a complicated task. Check out our guide on the fundamentals of a coordinated incident response.
Instead of adding responders for additional assistance to the incident at hand, you can: