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Introducing Webforms - Involve end users directly into your Incident Management process

Sep 14, 2022
Last Updated:
Sep 14, 2022
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Introducing Webforms - Involve end users directly into your Incident Management process

Over the years we’ve received requests from our customers for a feature that can enable their customers and their end users to create/ report incidents directly on Squadcast. To our valued customers - we heard you! We are excited to introduce Webforms to do exactly that.

Table of Contents:

    In the past, we’ve addressed the challenges pertaining to On-Call processes and best practices that teams can implement. Today, we’re proud to announce a new feature called Webforms that not only enables users outside Squadcast’s ecosystem to report incidents but also promotes a healthy On-Call practice.

    The modern alternative to Live Call Routing (LCR) 

    Traditional implementations focused on solving this problem involved a phone-based system for users to call in to open incidents. These features were typically marketed under the term “Live Call Routing (LCR)”. LCR required enterprises to maintain dedicated phone numbers for users to call in to, have support engineers on staff to receive these incoming calls, limited the richness of data that could be shared and led to mistakes as issues were translated from one user to a support engineer and so on up the chain.

    Webforms solve all of these issues. It achieves the same outcome as LCR but is also a modern way of collecting feedback async from end users and customers. With Webforms, engineers don’t need to manually create incidents on Squadcast. 

    It enables end-users (customers/ stakeholders) to automatically report incidents by filling out a web-based form with all the necessary details regarding the incident's impact and the affected service(s). Once this form is submitted, the issue is automatically routed to the right engineers who are on call. This not only eliminates the dependence on having dedicated support personnel to receive incoming calls, but will also help teams discover issues sooner, report quicker, and remediate faster

    The On-Call challenge

    While the monitoring tools of today do a fantastic job of routing issues to Squadcast’s platform, there are still numerous issues that are caught only by the human eye. Issues such as UI glitches, issues in the field, and other minor bugs are just not meant to be captured by monitoring tools. 

    So how are engineers to know of such issues? After all, they can only fight what they can see.

    If this is missed by internal testing and gets deployed to production, then there is a risk of a bad user experience as and when it gets exposed to customers and stakeholders. Surely, there are various processes that can be established to test applications better before deployment, but the fact of the matter is, that bugs will find a way to permeate and upset end users. Hence it's always a good practice to enable users to report issues and complaints.

    Voila! This is where Webforms come into the picture. 

    With Webforms, you can enable your organization’s stakeholders & customers to report issues by themselves.

    Unified Incident Response Platform
    Try for free
    Seamlessly integrate On-Call Management, Incident Response and SRE Workflows for efficient operations.
    Automate Incident Response, minimize downtime and enhance your tech teams' productivity with our Unified Platform.
    Manage incidents anytime, anywhere with our native iOS and Android mobile apps.
    Try for free

    More on Squadcast’s Webforms… 

    As the name suggests, this is a simple web-based form which can be used to expand your customer support by hosting public Webforms, so your customers (or anyone else for that matter) can quickly create an alert from outside the Squadcast ecosystem. Not only this, internal stakeholders can also leverage Webforms for easy alert creation.

    The form can be either hosted on Squadcast’s domain (by default) or you can provide a custom CNAME to host it on your own domain, say https://support.example.com.

    By lodging issues directly from end-users, Webforms itself acts as a support portal of sorts. And once an issue has been recorded, an entry for the same will get created on Squadcast’s Incident Dashboard

    and So what’s the outcome here? On-Call engineers get notified right away!

    You can also enable users filling out the form to include more details such as the service that is affected and establish the severity (or priority) of the service impact, while also notifying other users that they wish to keep looped in. Now, depending on the severity of the impact and the escalation policies in place, the relevant On-Call engineers can get notified to remediate the issue. 

    Improved Incident Metrics

    There are a couple of important metrics that will naturally improve if you start distributing Webforms to your most valuable customers.

    1. Mean Time To Detect-

    By definition, Mean Time To Detect or Discover (MTTD) is a measure of how long a problem exists in an IT deployment before the appropriate parties become aware of it. 

    The sooner users are able to report issues, the sooner those issues can get fixed, and a lesser number of users get impacted by the same issue or face a poor user experience.

    2. Mean Time To Acknowledge-

    By definition, Mean Time To Acknowledge (MTTA) is the average time required for an alert to result in the initiation of action, usually the issuing of a service ticket, on the part of the IT operations team. 

    With the right escalation policies in place to mobilize response teams, and a detailed description of the issue coming directly from the source, teams will stand a better chance at understanding the root cause of the incident and not just the symptom. 

    3. Mean Time to Respond-

    By definition, Mean Time To Respond (MTTR) is the average time it takes to recover from a product or system failure from the time when you are first alerted of that failure. 

    When the severity of the impact and the importance of the user (special/ valuable customers) reporting the issue becomes known in advance, there is an added incentive to resolve issues on priority.

    In short, Webforms can act like a hotline of sorts for a select set of customers who are very valuable to your business and whose requests are of utmost importance and need a high-priority response.

    Email notifications to track resolution status

    Speaking of providing a good user experience, all is not lost when a buggy feature is reported by customers. Yes, they might get disappointed in the moment, but that is understandable and is a common occurrence in the software world. But what can be done to combat this disappointment is the promise of quick fixes & appropriate responses in the form of Email notifications to the reporter and associated stakeholders. 

    When reporting an issue via Webforms, users can include the email id(s) of other members they would like to keep notified. And whenever the On-Call engineers acknowledge or resolve the issue, an email notification will indeed be sent to the reporter(s) along with the incident status. 

    This is the added incentive for On-Call engineers to quickly remediate open issues, no matter how severe they turn out to be. 

    Use Case: Leverage Webforms if you are an…

    In-house Support / Engineering team

    Having an in-house engineering or support team means that stakeholders will directly report issues to the concerned engineers when they spot an issue. This creates an over-dependence on the availability of those engineers because the incident will have to be created on the Squadcast platform. The unavailability of engineers will only result in an increased MTTA and MTTR which is an unhealthy sign.

    By sharing Webforms for incident reporting, you enable stakeholders within your work ecosystem or external customers to directly report an issue with the necessary details (covered in the previous use case) highlighting the impact of the issue. This process will substantially reduce the MTTA from the time the incident was initially discovered.

    Integrated Reliability Automation Platform
    Platform
    PagerDuty
    FireHydrant
    Squadcast
    Incident Retrospectives
    APM, Monitoring, ITSM,Ticketing Integrations
    Incident
    Notes
    On Call Rotations
    Built-In Public and Private Status Page
    Advanced Error Budget Tracking
    Try For free
    Platform
    Incident Retrospectives
    APM, Monitoring, ITSM,Ticketing Integrations
    Incident
    Notes
    On Call Rotations
    Built-In Public and Private Status Page
    Advanced Error Budget Tracking
    PagerDuty
    FireHydrant
    Squadcast
    Try For free

    MSPs / NOC / SOC teams that manage multiple clients 

    If you are a Managed Service Provider (MSP) for various clients or if you are a Network Operations Centre (NOC) or Security Operations Centre (SOC) ensuring service reliability of multiple clients from a single Squadcast account, then Webforms is the way forward.

    You can create a separate Webform for each client based on how important they are to your business. Whenever they want to report an issue, they can directly go to the form URL and fill out the details of the service(s) affected and explain the issue in detail, indirectly acting like a hotline to your Support Portal.

    Take away…

    Since Live Call Routing is an outdated practice and promotes a stressful On-Call culture, we should innovate better alternatives that will give the same outcome, while at the same time making on-call more pleasant.

    We believe that Webforms is the way forward. Whether you’re part of an in-house team or an MSP providing service to clients, we recommend you set up Webforms for your users to lodge complaints.

    Most of all, Webforms symbolize the SRE-esque approach that helps in collecting feedback swiftly and deploying improvements in a timely manner.

    To setup Webforms for your users, refer to our documentation: https://support.squadcast.com/webforms/webforms.

    Squadcast is an incident management tool that’s purpose-built for SRE. Get rid of unwanted alerts, receive relevant notifications and integrate with popular ChatOps tools. Work in collaboration using virtual incident war rooms and use automation to eliminate toil.

    squadcast
    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:
    September 14, 2022
    September 14, 2022
    Share this post:
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    Introducing Webforms - Involve end users directly into your Incident Management process

    Introducing Webforms - Involve end users directly into your Incident Management process
    Sep 14, 2022
    Last Updated:
    Sep 14, 2022

    Over the years we’ve received requests from our customers for a feature that can enable their customers and their end users to create/ report incidents directly on Squadcast. To our valued customers - we heard you! We are excited to introduce Webforms to do exactly that.

    In the past, we’ve addressed the challenges pertaining to On-Call processes and best practices that teams can implement. Today, we’re proud to announce a new feature called Webforms that not only enables users outside Squadcast’s ecosystem to report incidents but also promotes a healthy On-Call practice.

    The modern alternative to Live Call Routing (LCR) 

    Traditional implementations focused on solving this problem involved a phone-based system for users to call in to open incidents. These features were typically marketed under the term “Live Call Routing (LCR)”. LCR required enterprises to maintain dedicated phone numbers for users to call in to, have support engineers on staff to receive these incoming calls, limited the richness of data that could be shared and led to mistakes as issues were translated from one user to a support engineer and so on up the chain.

    Webforms solve all of these issues. It achieves the same outcome as LCR but is also a modern way of collecting feedback async from end users and customers. With Webforms, engineers don’t need to manually create incidents on Squadcast. 

    It enables end-users (customers/ stakeholders) to automatically report incidents by filling out a web-based form with all the necessary details regarding the incident's impact and the affected service(s). Once this form is submitted, the issue is automatically routed to the right engineers who are on call. This not only eliminates the dependence on having dedicated support personnel to receive incoming calls, but will also help teams discover issues sooner, report quicker, and remediate faster

    The On-Call challenge

    While the monitoring tools of today do a fantastic job of routing issues to Squadcast’s platform, there are still numerous issues that are caught only by the human eye. Issues such as UI glitches, issues in the field, and other minor bugs are just not meant to be captured by monitoring tools. 

    So how are engineers to know of such issues? After all, they can only fight what they can see.

    If this is missed by internal testing and gets deployed to production, then there is a risk of a bad user experience as and when it gets exposed to customers and stakeholders. Surely, there are various processes that can be established to test applications better before deployment, but the fact of the matter is, that bugs will find a way to permeate and upset end users. Hence it's always a good practice to enable users to report issues and complaints.

    Voila! This is where Webforms come into the picture. 

    With Webforms, you can enable your organization’s stakeholders & customers to report issues by themselves.

    Unified Incident Response Platform
    Try for free
    Seamlessly integrate On-Call Management, Incident Response and SRE Workflows for efficient operations.
    Automate Incident Response, minimize downtime and enhance your tech teams' productivity with our Unified Platform.
    Manage incidents anytime, anywhere with our native iOS and Android mobile apps.
    Try for free

    More on Squadcast’s Webforms… 

    As the name suggests, this is a simple web-based form which can be used to expand your customer support by hosting public Webforms, so your customers (or anyone else for that matter) can quickly create an alert from outside the Squadcast ecosystem. Not only this, internal stakeholders can also leverage Webforms for easy alert creation.

    The form can be either hosted on Squadcast’s domain (by default) or you can provide a custom CNAME to host it on your own domain, say https://support.example.com.

    By lodging issues directly from end-users, Webforms itself acts as a support portal of sorts. And once an issue has been recorded, an entry for the same will get created on Squadcast’s Incident Dashboard

    and So what’s the outcome here? On-Call engineers get notified right away!

    You can also enable users filling out the form to include more details such as the service that is affected and establish the severity (or priority) of the service impact, while also notifying other users that they wish to keep looped in. Now, depending on the severity of the impact and the escalation policies in place, the relevant On-Call engineers can get notified to remediate the issue. 

    Improved Incident Metrics

    There are a couple of important metrics that will naturally improve if you start distributing Webforms to your most valuable customers.

    1. Mean Time To Detect-

    By definition, Mean Time To Detect or Discover (MTTD) is a measure of how long a problem exists in an IT deployment before the appropriate parties become aware of it. 

    The sooner users are able to report issues, the sooner those issues can get fixed, and a lesser number of users get impacted by the same issue or face a poor user experience.

    2. Mean Time To Acknowledge-

    By definition, Mean Time To Acknowledge (MTTA) is the average time required for an alert to result in the initiation of action, usually the issuing of a service ticket, on the part of the IT operations team. 

    With the right escalation policies in place to mobilize response teams, and a detailed description of the issue coming directly from the source, teams will stand a better chance at understanding the root cause of the incident and not just the symptom. 

    3. Mean Time to Respond-

    By definition, Mean Time To Respond (MTTR) is the average time it takes to recover from a product or system failure from the time when you are first alerted of that failure. 

    When the severity of the impact and the importance of the user (special/ valuable customers) reporting the issue becomes known in advance, there is an added incentive to resolve issues on priority.

    In short, Webforms can act like a hotline of sorts for a select set of customers who are very valuable to your business and whose requests are of utmost importance and need a high-priority response.

    Email notifications to track resolution status

    Speaking of providing a good user experience, all is not lost when a buggy feature is reported by customers. Yes, they might get disappointed in the moment, but that is understandable and is a common occurrence in the software world. But what can be done to combat this disappointment is the promise of quick fixes & appropriate responses in the form of Email notifications to the reporter and associated stakeholders. 

    When reporting an issue via Webforms, users can include the email id(s) of other members they would like to keep notified. And whenever the On-Call engineers acknowledge or resolve the issue, an email notification will indeed be sent to the reporter(s) along with the incident status. 

    This is the added incentive for On-Call engineers to quickly remediate open issues, no matter how severe they turn out to be. 

    Use Case: Leverage Webforms if you are an…

    In-house Support / Engineering team

    Having an in-house engineering or support team means that stakeholders will directly report issues to the concerned engineers when they spot an issue. This creates an over-dependence on the availability of those engineers because the incident will have to be created on the Squadcast platform. The unavailability of engineers will only result in an increased MTTA and MTTR which is an unhealthy sign.

    By sharing Webforms for incident reporting, you enable stakeholders within your work ecosystem or external customers to directly report an issue with the necessary details (covered in the previous use case) highlighting the impact of the issue. This process will substantially reduce the MTTA from the time the incident was initially discovered.

    Integrated Reliability Automation Platform
    Platform
    PagerDuty
    FireHydrant
    Squadcast
    Incident Retrospectives
    APM, Monitoring, ITSM,Ticketing Integrations
    Incident
    Notes
    On Call Rotations
    Built-In Public and Private Status Page
    Advanced Error Budget Tracking
    Try For free
    Platform
    Incident Retrospectives
    APM, Monitoring, ITSM,Ticketing Integrations
    Incident
    Notes
    On Call Rotations
    Built-In Public and Private Status Page
    Advanced Error Budget Tracking
    PagerDuty
    FireHydrant
    Squadcast
    Try For free

    MSPs / NOC / SOC teams that manage multiple clients 

    If you are a Managed Service Provider (MSP) for various clients or if you are a Network Operations Centre (NOC) or Security Operations Centre (SOC) ensuring service reliability of multiple clients from a single Squadcast account, then Webforms is the way forward.

    You can create a separate Webform for each client based on how important they are to your business. Whenever they want to report an issue, they can directly go to the form URL and fill out the details of the service(s) affected and explain the issue in detail, indirectly acting like a hotline to your Support Portal.

    Take away…

    Since Live Call Routing is an outdated practice and promotes a stressful On-Call culture, we should innovate better alternatives that will give the same outcome, while at the same time making on-call more pleasant.

    We believe that Webforms is the way forward. Whether you’re part of an in-house team or an MSP providing service to clients, we recommend you set up Webforms for your users to lodge complaints.

    Most of all, Webforms symbolize the SRE-esque approach that helps in collecting feedback swiftly and deploying improvements in a timely manner.

    To setup Webforms for your users, refer to our documentation: https://support.squadcast.com/webforms/webforms.

    Squadcast is an incident management tool that’s purpose-built for SRE. Get rid of unwanted alerts, receive relevant notifications and integrate with popular ChatOps tools. Work in collaboration using virtual incident war rooms and use automation to eliminate toil.

    squadcast
    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:
    September 14, 2022
    September 14, 2022
    Share this post:

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      "Mapgears simplified their complex On-call Alerting process with Squadcast.
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      Alexandre Lessard
      System Analyst
      bibam
      "Bibam found their best PagerDuty alternative in Squadcast.
      By moving to Squadcast from Pagerduty, we have seen a serious reduction in alert fatigue, allowing us to focus...
      Martin do Santos
      Platform and Architecture Tech Lead
      tanner
      "Squadcast helped Tanner gain system insights and boost team productivity.
      Squadcast has integrated seamlessly into our DevOps and on-call team's workflows. Thanks to their reliability metrics we have...
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      Squadcast is a leader in Incident Management on G2 Squadcast is a leader in Mid-Market IT Service Management (ITSM) Tools on G2 Squadcast is a leader in Americas IT Alerting on G2
      Best IT Management Products 2024 Squadcast is a leader in Europe IT Alerting on G2 Squadcast is a leader in Enterprise Incident Management on G2
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