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Announcing Incident watchers: Subscribe to incidents and receive incident updates in real-time

Oct 6, 2022
Last Updated:
May 1, 2024
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Announcing Incident watchers: Subscribe to incidents and receive incident updates in real-time
Table of Contents:

    Introduction

    Hey folks, We’re back with another feature update for all our customers! We have recently gone live with the Incident Watchers feature which nests within an Incident Details page. This blog will outline how you can access the feature, its primary functionalities and how we foresee it helping improve your Incident Management process.

    Note: This feature will be available to pro, premium and enterprise plan users only. To know more, check out our pricing page.

    Accessing Incident Watchers

    To access incident watchers, click on any incident created on the Squadcast incident list view. This takes you to the incident details page where you can take various actions to achieve incident resolution.

    Once within the incident page, there are two flows that help you use the feature. The first is subscribing to an incident yourself and the second is adding other team members as watchers to that particular incident. Both flows play a significant role in keeping you and your stakeholders updated on the incident lifecycle.

    As shown below the first flow is done using the watch toggle next to the incident ID, you are now a subscriber to this particular incident.

    The second flow can be done by mentioning a team member, stakeholder or yourself using the ‘@’ symbol in the notes section of the incident. This action automatically adds the user as a subscriber of an incident.

    Options available to subscribe to an incident

    There are three levels of watch options that a user can opt into with incident watchers, each with varying levels of detail on the incident lifecycle.

    • Incident lifecycle
    • Incident lifecycle + notes
    • All activity

    Incident lifecycle: With this option, the subscriber will only receive email updates on the states of an incident i.e. acknowledgement and resolution.

    Incident lifecycle + notes: It will add updates on any notes added during the incident, In addition to updates on the states of an incident.

    All activity: It is the most comprehensive as it will result in sending updates for any action taken within an incident. These can include runbook activities, task additions, updates to status pages and the creation of postmortems among others. Choosing this option is recommended for high severity incidents which require information on a granular level to be passed on to yourself, team members or stakeholders.

    For more information on this check out our incident watchers support documentation.

    Benefits of Incident Watchers

    On the face of it, subscribing to an incident to receive notifications is a straightforward and possibly an additional communication channel. We believe there are tangible and intangible benefits to using this feature.

    • Collaboration:
      • A team lead or Squad lead can closely keep track of a severe incident and keep additional team members on the watch list apart from the first responders.
      • The subscribers of the incident on the team can then contribute towards the resolution of the incident if a resolution of the event has not been reached by the incident assignees.
      • Another benefit is that the incident responders can subscribe to important stakeholders in the organization such as the customer success team during an incident. By doing this, the incident responders can focus on resolving the incident instead of keeping stakeholders abreast of the incident lifecycle. Stakeholders can then keep either customers or other stakeholders updated based on the email updates received.
    • Non-Intrusive alerting: A user or team member can subscribe to an incident based on his/her choice and unsubscribe by using the watcher toggle. The same applies to users or stakeholders that have been added to the watchlist. The combination of the option to unsubscribe at any point and email as a notification channel ensures that it does not add to any further alert fatigue for the user.

    Conclusion

    As we move ahead with the evolution of Squadcast, we hope that being able to subscribe to an incident with this feature will further add to the ease of responding to, managing and collaborating on your incident management process. Keep watching this space as we have more, exciting product updates ahead!

    What you should do now
    • Schedule a demo with Squadcast to learn about the platform, answer your questions, and evaluate if Squadcast is the right fit for you.
    • Curious about how Squadcast can assist you in implementing SRE best practices? Discover the platform's capabilities through our Interactive Demo.
    • Enjoyed the article? Explore further insights on the best SRE practices.
    • Schedule a demo with Squadcast to learn about the platform, answer your questions, and evaluate if Squadcast is the right fit for you.
    • Curious about how Squadcast can assist you in implementing SRE best practices? Discover the platform's capabilities through our Interactive Demo.
    • Enjoyed the article? Explore further insights on the best SRE practices.
    • Get a walkthrough of our platform through this Interactive Demo and see how it can solve your specific challenges.
    • See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management.
    • Share this blog post with someone you think will find it useful. Share it on Facebook, Twitter, LinkedIn or Reddit
    • Get a walkthrough of our platform through this Interactive Demo and see how it can solve your specific challenges.
    • See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management
    • Share this blog post with someone you think will find it useful. Share it on Facebook, Twitter, LinkedIn or Reddit
    • Get a walkthrough of our platform through this Interactive Demo and see how it can solve your specific challenges.
    • See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management
    • Share this blog post with someone you think will find it useful. Share it on Facebook, Twitter, LinkedIn or Reddit
    What you should do now?
    Here are 3 ways you can continue your journey to learn more about Unified Incident Management
    Discover the platform's capabilities through our Interactive Demo.
    See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management.
    Share the article
    Share this blog post on Facebook, Twitter, Reddit or LinkedIn.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    Compare our plans and find the perfect fit for your business.
    See Redis' Journey to Efficient Incident Management through alert noise reduction With Squadcast.
    Discover the platform's capabilities through our Interactive Demo.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    Compare Squadcast & PagerDuty / Opsgenie
    Compare and see if Squadcast is the right fit for your needs.
    Compare our plans and find the perfect fit for your business.
    Learn how Scoro created a solid foundation for better on-call practices with Squadcast.
    Discover the platform's capabilities through our Interactive Demo.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Learn how Scoro created a solid foundation for better on-call practices with Squadcast.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Discover the platform's capabilities through our Interactive Demo.
    Enjoyed the article? Explore further insights on the best SRE practices.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    Enjoyed the article? Explore further insights on the best SRE practices.
    Written By:
    October 6, 2022
    October 6, 2022
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    Announcing Incident watchers: Subscribe to incidents and receive incident updates in real-time

    Announcing Incident watchers: Subscribe to incidents and receive incident updates in real-time
    Oct 6, 2022
    Last Updated:
    Oct 6, 2022

    Introduction

    Hey folks, We’re back with another feature update for all our customers! We have recently gone live with the Incident Watchers feature which nests within an Incident Details page. This blog will outline how you can access the feature, its primary functionalities and how we foresee it helping improve your Incident Management process.

    Note: This feature will be available to pro, premium and enterprise plan users only. To know more, check out our pricing page.

    Accessing Incident Watchers

    To access incident watchers, click on any incident created on the Squadcast incident list view. This takes you to the incident details page where you can take various actions to achieve incident resolution.

    Once within the incident page, there are two flows that help you use the feature. The first is subscribing to an incident yourself and the second is adding other team members as watchers to that particular incident. Both flows play a significant role in keeping you and your stakeholders updated on the incident lifecycle.

    As shown below the first flow is done using the watch toggle next to the incident ID, you are now a subscriber to this particular incident.

    The second flow can be done by mentioning a team member, stakeholder or yourself using the ‘@’ symbol in the notes section of the incident. This action automatically adds the user as a subscriber of an incident.

    Options available to subscribe to an incident

    There are three levels of watch options that a user can opt into with incident watchers, each with varying levels of detail on the incident lifecycle.

    • Incident lifecycle
    • Incident lifecycle + notes
    • All activity

    Incident lifecycle: With this option, the subscriber will only receive email updates on the states of an incident i.e. acknowledgement and resolution.

    Incident lifecycle + notes: It will add updates on any notes added during the incident, In addition to updates on the states of an incident.

    All activity: It is the most comprehensive as it will result in sending updates for any action taken within an incident. These can include runbook activities, task additions, updates to status pages and the creation of postmortems among others. Choosing this option is recommended for high severity incidents which require information on a granular level to be passed on to yourself, team members or stakeholders.

    For more information on this check out our incident watchers support documentation.

    Benefits of Incident Watchers

    On the face of it, subscribing to an incident to receive notifications is a straightforward and possibly an additional communication channel. We believe there are tangible and intangible benefits to using this feature.

    • Collaboration:
      • A team lead or Squad lead can closely keep track of a severe incident and keep additional team members on the watch list apart from the first responders.
      • The subscribers of the incident on the team can then contribute towards the resolution of the incident if a resolution of the event has not been reached by the incident assignees.
      • Another benefit is that the incident responders can subscribe to important stakeholders in the organization such as the customer success team during an incident. By doing this, the incident responders can focus on resolving the incident instead of keeping stakeholders abreast of the incident lifecycle. Stakeholders can then keep either customers or other stakeholders updated based on the email updates received.
    • Non-Intrusive alerting: A user or team member can subscribe to an incident based on his/her choice and unsubscribe by using the watcher toggle. The same applies to users or stakeholders that have been added to the watchlist. The combination of the option to unsubscribe at any point and email as a notification channel ensures that it does not add to any further alert fatigue for the user.

    Conclusion

    As we move ahead with the evolution of Squadcast, we hope that being able to subscribe to an incident with this feature will further add to the ease of responding to, managing and collaborating on your incident management process. Keep watching this space as we have more, exciting product updates ahead!

    What you should do now
    • Schedule a demo with Squadcast to learn about the platform, answer your questions, and evaluate if Squadcast is the right fit for you.
    • Curious about how Squadcast can assist you in implementing SRE best practices? Discover the platform's capabilities through our Interactive Demo.
    • Enjoyed the article? Explore further insights on the best SRE practices.
    • Schedule a demo with Squadcast to learn about the platform, answer your questions, and evaluate if Squadcast is the right fit for you.
    • Curious about how Squadcast can assist you in implementing SRE best practices? Discover the platform's capabilities through our Interactive Demo.
    • Enjoyed the article? Explore further insights on the best SRE practices.
    • Get a walkthrough of our platform through this Interactive Demo and see how it can solve your specific challenges.
    • See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management.
    • Share this blog post with someone you think will find it useful. Share it on Facebook, Twitter, LinkedIn or Reddit
    • Get a walkthrough of our platform through this Interactive Demo and see how it can solve your specific challenges.
    • See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management
    • Share this blog post with someone you think will find it useful. Share it on Facebook, Twitter, LinkedIn or Reddit
    • Get a walkthrough of our platform through this Interactive Demo and see how it can solve your specific challenges.
    • See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management
    • Share this blog post with someone you think will find it useful. Share it on Facebook, Twitter, LinkedIn or Reddit
    What you should do now?
    Here are 3 ways you can continue your journey to learn more about Unified Incident Management
    Discover the platform's capabilities through our Interactive Demo.
    See how Charter Leveraged Squadcast to Drive Client Success With Robust Incident Management.
    Share the article
    Share this blog post on Facebook, Twitter, Reddit or LinkedIn.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    Compare our plans and find the perfect fit for your business.
    See Redis' Journey to Efficient Incident Management through alert noise reduction With Squadcast.
    Discover the platform's capabilities through our Interactive Demo.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    Compare Squadcast & PagerDuty / Opsgenie
    Compare and see if Squadcast is the right fit for your needs.
    Compare our plans and find the perfect fit for your business.
    Learn how Scoro created a solid foundation for better on-call practices with Squadcast.
    Discover the platform's capabilities through our Interactive Demo.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Learn how Scoro created a solid foundation for better on-call practices with Squadcast.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Discover the platform's capabilities through our Interactive Demo.
    Enjoyed the article? Explore further insights on the best SRE practices.
    We’ll show you how Squadcast works and help you figure out if Squadcast is the right fit for you.
    Experience the benefits of Squadcast's Incident Management and On-Call solutions firsthand.
    Enjoyed the article? Explore further insights on the best SRE practices.
    Written By:
    October 6, 2022
    October 6, 2022
    Share this post:
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      bibam
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      By moving to Squadcast from Pagerduty, we have seen a serious reduction in alert fatigue, allowing us to focus...
      Martin do Santos
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      tanner
      "Squadcast helped Tanner gain system insights and boost team productivity.
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