It’s a given that customers expect software and IT services to be high-performing and always on. And, because incidents and downtime will always be a thing, we believe that how you respond can make or break the customer experience. We’ve learned this lesson first hand while refining our own incident management process over the last decade.

When incidents occur, the key to a fast resolution is seamless communication. Traditionally, folks would gather in a “war room” – a room with four walls that served as a gathering place for various teams to solve high-impact problems. As incident management modernizes, teams are more dispersed, and therefore need a higher-tech way to assemble. Opsgenie developed the Incident Command Center (ICC) with exactly this in mind.

Opsgenie was built by real people who truly understood the pain of on-call, alert fatigue, and collaboration roadblocks. We empower our customers to resolve incidents faster by leveraging the tools they already use. As part of our mission to keep your always-on services up and running, we’ve worked with three key partners to strengthen the integrations we offer. It’s important that during an incident you can use the tools you’re accustomed to.

If your phone is constantly interrupting your beauty sleep with false alarms, you eventually stop paying attention. And once faith is lost in alerting, you start to assume that every alert is false, and inevitably issues are missed. This phenomenon is known as alert fatigue.

Our new app makes it incredibly easy for Zendesk users to escalate customer-reported issues to the proper team, right from the Zendesk UI. Customer service agents can also check on the status of existing alerts without leaving their dashboard. The launch of this app is more critical than ever, as constantly changing customer expectations demand that IT and service companies are high performing and always on.

For customer-facing SaaS companies, setting up an alerting tool is a no-brainer. In the current climate of always-on services, companies need assurance that customers are getting the service they demand and expect – all the time. But many organizations still struggle to notify the right people at the right time. If your data center is on fire and you alert Karen while she’s vacationing in the Greek Isles, you (and poor Karen) have a problem.