# IncidentHub Documentation

Need help? Email us at support\@incidenthub.cloud

{% content-ref url="/pages/Hz2aEXQfl4uN00Ebxi1t" %}
[Account Management](/incidenthub-documentation/account-management)
{% endcontent-ref %}

{% content-ref url="/pages/EDlWhkFL5taTANZC40AT" %}
[Subscriptions and Billing](/incidenthub-documentation/subscriptions-and-billing)
{% endcontent-ref %}

{% content-ref url="/pages/JbOP9Nzop4iic6U3vWwT" %}
[Services](/incidenthub-documentation/services)
{% endcontent-ref %}

{% content-ref url="/pages/FVxd7593DD4gvDzRsJ0m" %}
[Channels](/incidenthub-documentation/channels)
{% endcontent-ref %}

{% content-ref url="/pages/X7mxxuM9Ky1K1jMWcuid" %}
[Teams](/incidenthub-documentation/teams)
{% endcontent-ref %}

{% content-ref url="/pages/CfuUx1H9GS9A15J1v0An" %}
[Public Status Page](/incidenthub-documentation/public-status-page)
{% endcontent-ref %}

{% content-ref url="/pages/ziYeLeT5X9oR34HGCrOP" %}
[Per-client Public Status Pages](/incidenthub-documentation/per-client-public-status-pages)
{% endcontent-ref %}

{% content-ref url="/pages/OZ1mRCxjQ8FsxQ7lpFa2" %}
[Availability](/incidenthub-documentation/availability)
{% endcontent-ref %}


# Account Management

How to manage your IncidentHub account

{% content-ref url="/pages/MFKbPbVuUJ2HeFNS86g6" %}
[Creating an Account](/incidenthub-documentation/account-management/creating-an-account)
{% endcontent-ref %}

{% content-ref url="/pages/x00qL71SraRSwbL9ZrYS" %}
[Logging in and Managing your Account](/incidenthub-documentation/account-management/logging-in-and-managing-your-account)
{% endcontent-ref %}

{% content-ref url="/pages/bDIntiaseW9s2c0G2kR6" %}
[User Management](/incidenthub-documentation/account-management/user-management)
{% endcontent-ref %}


# Creating an Account

How to create an IncidentHub account

You can create an IncidentHub account by visiting <https://incidenthub.cloud/#pricing>

Choose the option you wish to sign-up with.&#x20;

Before proceeding with any option, please read the privacy policy and the terms of service. They are linked from the sign-up page. You will not be able to proceed with sign-up until you check the box against this condition.

<figure><img src="/files/plI3IZB5N89lWLqIDc3L" alt=""><figcaption><p>Sign Up page</p></figcaption></figure>

## Google Login

Choose this option to use your Google account to sign up.&#x20;

## Email Address / Username

Choose this option if you wish to use your email address. You will be asked to set a username as part of the process. Once you enter these details a verification link will be sent to your email. Click on the link and you will be able to login to IncidentHub. If you don't receive the email or the link does not work, please contact us at <support@incidenthub.cloud>


# Logging in and Managing your Account

How to login and manage your IncidentHub account

You can login to your IncidentHub account by visiting <https://incidenthub.cloud/sign-in>

## Managing Your Account

Once you are logged in, click on your profile icon on the top right corner in your IncidentHub dashboard. It has an option called Manage Account.

Once you click on Manage Account you will see two options.

### Profile

You can change your username and update your profile picture here.

<figure><img src="/files/uQ8cskx7p3psK0r2QLVK" alt="Profile management"><figcaption></figcaption></figure>

### Security

This section shows you your current login activity.&#x20;

You can also delete your IncidentHub account from here.&#x20;

<mark style="color:red;">**WARNING**</mark> Once you delete your IncidentHub account there is no way to get your settings and account back.

If you need any assistance regarding your account please reach out to us at <support@incidenthub.cloud>


# User Management

Add/remove users in your IncidentHub account

You can add more users to your IncidentHub account who can view/edit your monitored services, channels, and public status page elements.&#x20;

Login to your IncidentHub account and click on your user logo on the top right and then click on "Manage Account".

<figure><img src="/files/DP55xctRxkMmZD9mI74x" alt=""><figcaption></figcaption></figure>

In the popup window that opens, click on "Add email address" under Profile Details -> Email addresses

1. Enter the email of the user to whom you want to give access.
2. The user will receive a verification link.
3. Once they click on the link they can login to your IncidentHub account using the same email.

Note that adding more users to your IncidentHub account gives them complete access to add/delete/change things in your account.


# Subscriptions and Billing

Everything related to subscriptions and billing.

{% content-ref url="/pages/I6zgU0yoSxeZwX4Q6BOa" %}
[Upgrading your Account](/incidenthub-documentation/subscriptions-and-billing/upgrading-your-account)
{% endcontent-ref %}

{% content-ref url="/pages/7VOm5rqrQ1tjsfCrxu7M" %}
[Canceling your Subscription](/incidenthub-documentation/subscriptions-and-billing/canceling-your-subscription)
{% endcontent-ref %}


# Upgrading your Account

How to upgrade your IncidentHub Account

When you sign up for an IncidentHub account, you can sign up for the Free Plan or one of the paid plans - Starter, Pro, Multi-Client or Business.

## Upgrading From a Free Account

If you signed up for the Free Plan and wish to upgrade your account later, follow these steps:

1. Login to your IncidentHub account.
2. Click on the "Upgrade" button near the bottom left corner.

<figure><img src="/files/EV4KKEXkE8gy9esqyaV3" alt=""><figcaption></figcaption></figure>

Once you click on Upgrade, you will see a popup:

1. Choose your plan depending on the features you want. You can find a detailed list of features at [this link](https://incidenthub.cloud/#pricing).
2. Monthly payment - Your payment method will be charged every month, starting from the time you make the first payment, and until you cancel the subscription.
3. Annual payment - Your payment method will be charged every year, starting from the time you make the first payment, and until you cancel the subscription.
4. Click on the option you want and you will be taken to a checkout page where you can enter your payment details and submit.
5. Once the payment is successful, you will be taken back to the dashboard automatically. You can verify that you are on a paid plan by checking for the purple-colored icon near "IncidentHub". Your usage limits would also show the higher numbers on the bottom left.

Your subscription starts immediately and you can start using all the features in your plan without any delay.

<figure><img src="/files/bEs49wWsftlYyXK9JLW2" alt=""><figcaption></figcaption></figure>

## Upgrading From a Trial Account

If you signed up for a trial plan for one of the paid plans and wish to continue using the same plan once trial period is over, follow these steps:

1. Click on the "Start Subscription" button on the bottom left.

<figure><img src="/files/CMgwyZ5BWsyMGoEE9Ezc" alt=""><figcaption></figcaption></figure>

2. In the popup, choose your plan and your monthly/annual payment mode. The rest of the steps are the same as detailed above.

*Note:* IncidentHub uses Paddle as the Merchant of Record to process payments. Your payment will be processed by Paddle and you will receive the receipt from Paddle. IncidentHub does not store any payment method related information.

If you have any questions about billing or your subscription that are not answered in the docs, please get in touch with us at <support@incidenthub.cloud>


# Canceling your Subscription

How to cancel your IncidentHub subscription

If you have a paid subscription for IncidentHub and wish to downgrade to a Free Plan account, here are the steps:

1. Cancel your subscription: When you sign up for an IncidentHub paid account, Paddle (IncidentHub's Merchant of Record) will send you a subscription confirmation email. You can cancel your subscription by clicking on the link in the email with this text "**To cancel your subscription, please click here**". The email(s) will have the subject "Your subscription to IncidentHub".
2. Alternatively, you can reach out to IncidentHub support at <support@incidenthub.cloud> with your request.


# Services

This page is the starting point on how to monitor services in IncidentHub.

A service is a Cloud or a SaaS vendor that you can monitor - e.g. Google Cloud Platform, Zoom, PayPal, Office 365, etc.

{% content-ref url="/pages/C1KjY3BjB6dh6uYQIFKV" %}
[Monitoring a Service](/incidenthub-documentation/services/monitoring-a-service)
{% endcontent-ref %}

{% content-ref url="/pages/q8KfgFnawM7bN8522amu" %}
[Outages and Maintenance](/incidenthub-documentation/services/outages-and-maintenance)
{% endcontent-ref %}


# Monitoring a Service

How to add/remove/edit services to monitor and filter out specific components

You can start monitoring a service in a few easy steps.

1. Login to your IncidentHub dashboard
2. In "My Services", click on "Add"
3. Choose the service you wish to monitor from the dropdown
4. Click "Save"
5. The monitored service will now show up in the list under "My Services"

<figure><img src="/files/zERl7fHUrTEFjEjC3oub" alt=""><figcaption><p>Monitor a new service</p></figcaption></figure>

## Choosing Components to Monitor

For some services you can monitor specific components. If the service supports it you will see two options - Monitor all components and Monitor specific components.&#x20;

<figure><img src="/files/g0OgWeHxV8gwYjmr8IuX" alt=""><figcaption><p>Choosing your monitoring strategy</p></figcaption></figure>

Select "Monitor all components" if you wish to be notified of outages in all the components in that service. This can result in a lot of alerts for some services, so make sure you understand this option well before choosing it.

Select "Monitor specific components" if you know the components your applications use. You can type in the search box to narrow down the components you want. Once you select the components, click "Save changes". These changes take effect immediately.

<figure><img src="/files/xN0OXyTdtfyqGtdhp8xP" alt="Component filtering"><figcaption></figcaption></figure>

## Auto-Detecting Components

*Note: This feature is in beta and is available for Google Cloud Platform only at the moment.*

For services with many components, manually choosing components can be cumbersome. IncidentHub supports auto-detection of components if you upload your billing data as a CSV. You can remove the financial information from the CSV before uploading. IncidentHub does not store this data - it is used only for detection.

<figure><img src="/files/evASZ6DAEAXjJuWjTwQn" alt=""><figcaption><p>Component auto-detection</p></figcaption></figure>

## Adding and Removing Components

You can always go back later and add/remove components for a service. In your IncidentHub dashboard, you should see the Edit icon next to your list of services.

<figure><img src="/files/VxYYTy8vi3wDLuJb0Ags" alt="Add/Edit Services"><figcaption></figcaption></figure>

Click on the button and you will be presented with the same list of options as shown in the "[Choosing Components to Monitor](#choosing-components-to-monitor)" section. Make your selection and click on "Save changes".

You can always go back later and add/remove components for a service. In your IncidentHub dashboard, you should see the "Edit Components" button next to your list of services.

## Choosing Which Notifications to Receive

When you add or edit a service, there is a tab called Notifications which lets you fine tune the kind of alerts you will receive for that service.

There are two settings:

<figure><img src="/files/c7KViZKxiYrU1eBST3xM" alt=""><figcaption></figcaption></figure>

### See Maintenance events

For each service, you can choose whether you want to see Maintenance events or not. Checking the option will enable the following:

1. Maintenance alerts will be sent to your notification channels
2. Maintenance events will show up in your availability dashboard, incident timeline, maintenance widget on your dashboard (if available for your plan), and maintenance widget on your status pages (if available on your plan).

Note that all maintenance events and alerts are filtered through your selected components.

A typical use case for this setting is when you wish to turn off maintenance alerts but keep outage alerts for a particular service.

The default setting is maintenance events are turned off.

Note that not all services support maintenance alerts. Some services do not publish maintenance events, and for those service you will not see any maintenance events even if the option is checked.

### For each maintenance or outage alert, receive all lifecycle events or just start/end

To take an example, if you monitor Cloudflare, an outage will result in an initial notification, followed by possibly several updates as the team works on resolving the outage, and finally a resolved notification. For some services, you might wish to receive only the beginning and the end of an outage. For others, you might want to be notified for each update - especially for services that are critical for your business.

This setting allows you to choose.

Note that this setting is per-service, so you can set it differently for different services. The default is to send all notifications. There is no global setting across services for this.&#x20;

Don't see a service that you want? Email us at <support@incidenthub.cloud> and we'll add it.


# Outages and Maintenance

Viewing outages and maintenance in your IncidentHub account

The [dashboard](https://incidenthub.cloud/dashboard) shows you an overview of outages and maintenance events with your monitored services.

## Outages Widget

The Outages widget gives you:

1. The number of total outages across all your monitored services
2. A list of the services with outages. You can click on each service box to view only that service's ongoing outages.
3. You can also look at all ongoing outages across your monitored services by clicking on the "View Ongoing Outages" button.
4. You can look at previous outages across your monitored services by clicking on the "View Past Outages" button. This takes you to the [Availability](/incidenthub-documentation/availability) page.Auto-Detecting Components

The Outages widget is available on all user plans, including free.

If you have [configured components](/incidenthub-documentation/services/monitoring-a-service#choosing-components-to-monitor) for a service, you will see only see those outages that are affected by at least one of those components. If you did not configure any components, all outages for a service will show up in the list. This is true for the maintenance view also.

<figure><img src="/files/OirPwKdOv29vYgcV4d9n" alt=""><figcaption><p>Outage panel</p></figcaption></figure>

## Maintenance Widget

This gives you an overview of the upcoming and ongoing maintenance events in your monitored services.

<figure><img src="/files/58TUOgFVixBA7mtyQ0Gm" alt=""><figcaption></figcaption></figure>

You can click on the link under the Summary column to view the details of the maintenance on the service's official status page.&#x20;

The status of events on the Maintenance widget can be in one of two states:

1. Scheduled (light blue)&#x20;
2. In Progress (yellow)

### Maintenance Reminders

Click on the "Remind Me" button to set up advance maintenance reminders for your services.

1. Make sure you have one or more notification channels set up first.
2. Click on Remind Me on the Maintenance widget.
3. The popup will let you choose when you wish to receive reminders for maintenance events. Choose the number of hours and click Save.&#x20;

<figure><img src="/files/eiu7hqYsb9HQ5Z66Dzci" alt=""><figcaption></figcaption></figure>

A few points to note about maintenance reminders

1. The hours setting is for all your monitored services. E.g. if you set 6 hours, you will get an upcoming maintenance reminder 6 hours there is a future maintenance in your services.
2. Not all services support upcoming maintenance reminders.
3. Setting a maintenance reminder does not affect your outage alerts, or alerts for maintenance events that are ongoing. You can configure the latter on a per-service basis. This setting is only for advance reminders.
4. Your maintenance reminders will be sent to all your notification channels, except ticketing systems like Zendesk, Freshdesk, etc.

A maintenance reminder looks like this (example from a Slack channel):

<figure><img src="/files/ia3TYIswRH6IuFAALonJ" alt=""><figcaption></figcaption></figure>


# Channels

How to configure channels in IncidentHub

A channel is an endpoint where you can receive notifications - e.g. email, Slack, Discord, Webhooks, PagerDuty, Microsoft Teams etc.

Notifications are sent within a few seconds of an incident being detected.

{% content-ref url="/pages/3BIG5lmgMqFbGgNINDqV" %}
[Integration for Discord](/incidenthub-documentation/channels/integration-for-discord)
{% endcontent-ref %}

{% content-ref url="/pages/miEWFGmVyRIdACxD0tOR" %}
[Integration for Email](/incidenthub-documentation/channels/integration-for-email)
{% endcontent-ref %}

{% content-ref url="/pages/ZQaa4fTQQrsjC0MWHREL" %}
[Integration for Microsoft Teams](/incidenthub-documentation/channels/integration-for-microsoft-teams)
{% endcontent-ref %}

{% content-ref url="/pages/KipjWVcKXs3Pi90CW4XJ" %}
[Integration for Slack](/incidenthub-documentation/channels/integration-for-slack)
{% endcontent-ref %}

{% content-ref url="/pages/Pb7v4c1xFmK8kkN1lWrD" %}
[Integration for Zendesk](/incidenthub-documentation/channels/integration-for-zendesk)
{% endcontent-ref %}

{% content-ref url="/pages/8kYgICjRmopDAbAPjCZt" %}
[Integration for BoldDesk](/incidenthub-documentation/channels/integration-for-bolddesk)
{% endcontent-ref %}

{% content-ref url="/pages/LgCB5cYawkFTF2gePwKg" %}
[Integration for Freshdesk](/incidenthub-documentation/channels/integration-for-freshdesk)
{% endcontent-ref %}

{% content-ref url="/pages/nOkjC1mh5TXVb5a0cQyk" %}
[Integration for Atlassian Jira Service Management](/incidenthub-documentation/channels/integration-for-atlassian-jira-service-management)
{% endcontent-ref %}

{% content-ref url="/pages/ce8qilJjkL94MAGg5MGZ" %}
[Integration for PagerDuty](/incidenthub-documentation/channels/integration-for-pagerduty)
{% endcontent-ref %}

{% content-ref url="/pages/NFjhVbBYTvzCpRE7bBo7" %}
[Webhook Integration](/incidenthub-documentation/channels/webhook-integration)
{% endcontent-ref %}


# Integration for Discord

How to configure Discord in IncidentHub to receive alerts

You can integrate Discord with IncidentHub to get notified when incidents occur.

Discord supports integrations using its webhooks feature. However, please note that you must use the "Discord" option in IncidentHub to integrate with Discord, and not "Webhook".

IncidentHub will send messages to your Discord channel when any of the following happens:

1. An incident or maintenance is triggered, updated, or resolved in any of your monitored services.
2. An upcoming maintenance reminder is triggered based on your chosen time interval.

Follow these step-by-step instructions to integrate Discord:

## In Your Discord Server

You must have the correct permissions on your Discord server to be able to do this.

* Go to Server Settings
* Click on "Integrations" under the "APPS" section in the left navigation bar
* Click on "Create Webhook" under "Webhooks"
* Discord will create a Webhook and give it a random name.
* Click on it and edit the name to something descriptive like "IncidentHub alerts"
* Choose the channel where you want the IncidentHub alerts
* Click on "Copy Webhook URL" and keep it - you will need it in the next steps
* Click on "Save Changes"

<figure><img src="/files/wQ0koVGCjiTbApP6Hdox" alt="Discord webhook configuration"><figcaption><p>Discord webhook configuration</p></figcaption></figure>

## In Your IncidentHub Account

1. Login to your IncidentHub account and click on Channels -> Add -> Discord
2. Add a Name and Description
3. Under "Discord webhook URL", paste your webhook URL that you had copied earlier.

<figure><img src="/files/ILOPWv8YSggkKBXcjmyP" alt="Add to Discord"><figcaption><p>Add to Discord popup</p></figcaption></figure>


# Integration for Email

How to configure Email in IncidentHub to receive alerts

You can setup IncidentHub to get notified on your registered email address when incidents occur.&#x20;

IncidentHub will send messages to your email address when any of the following happens:

1. An incident or maintenance is triggered, updated, or resolved in any of your monitored services.
2. An upcoming maintenance reminder is triggered based on your chosen time interval.

## Steps

1. Go to your IncidentHub account and click on Channels -> Add -> Email
2. Click Save.

The email address is the same as your primary email address.

<figure><img src="/files/S9DZqFdekuZS2SBxrdzA" alt=""><figcaption></figcaption></figure>


# Integration for Slack

How to configure IncidentHub with Slack to receive alerts

You can integrate IncidentHub with Slack to get notified in your Slack channels when incidents occur.&#x20;

## Steps to Configure and Install the IncidentHub App for Slack

1. Click on Notification Channels -> Add -> Slack.
2. Click on the Add to Slack button.

<figure><img src="/files/kdY0VL0KEwciA8keUzvo" alt="Add to Slack popup"><figcaption></figcaption></figure>

3. On the app installation page, you will be asked to choose the channel where you want the IncidentHub notifications should be sent.
4. Choose the Slack channel and click on "Allow".
5. If the installation is successful, you will be taken back to your IncidentHub dashboard and the newly added IncidentHub app for Slack will show up under "My Channels".

<figure><img src="/files/UEsUb3W6HvUjZsbl3UJJ" alt="List of channels with a Slack app"><figcaption></figcaption></figure>

Once the IncidentHub app for Slack is installed in your workspace, you do not need to configure it any further.

You can send a test message to check that the IncidentHub app for Slack is installed correctly by clicking on the "Send a Test Message button".

## Messages

IncidentHub will send messages to your Slack channel when any of the following happens:

1. An incident or maintenance is triggered, updated, or resolved in any of your monitored services.
2. An upcoming maintenance reminder is triggered based on your chosen time interval.

This is what a typical message looks like:

<figure><img src="/files/4RJcd3Kf8PWEScbWLTLh" alt="Example message sent by IncidentHub App for Slack"><figcaption></figcaption></figure>

## Steps to Uninstall

To uninstall the IncidentHub app for Slack, click on the Delete icon near the integration under "Notification Channels"


# Integration for Microsoft Teams

How to integrate Microsoft Teams with IncidentHub to receive alerts

You can integrate IncidentHub with Microsoft Teams to receive notifications in your chosen channel. IncidentHub sends these notifications using AdaptiveCards.

IncidentHub will send messages to your Teams channels when any of the following happens:

1. An incident or maintenance is triggered, updated, or resolved in any of your monitored services.
2. An upcoming maintenance reminder is triggered based on your chosen time interval.

## In Your Microsoft Teams Account

1. Login to your Microsoft account and click on "Teams and channels" on the left sidebar.

<figure><img src="/files/hX308YavmYHbRsNhSY7j" alt=""><figcaption></figcaption></figure>

2. Click on the 3 dots (...) next to the channel you wish to receive notifications in.
3. Click on "Workflows" in the menu.
4. In the popup window, search for "webhook" and choose the template "Send webhook alerts to a channel".

<figure><img src="/files/dnL5iYd8ljxVkM1D2amo" alt=""><figcaption></figcaption></figure>

5. Put a descriptive name for the workflow.

<figure><img src="/files/T4dOqsSmQq9pe4sZH7s0" alt=""><figcaption></figcaption></figure>

6. Confirm the Team and the Channel name.

<figure><img src="/files/RM5GOPx4rfrj0VxQNuXh" alt=""><figcaption></figcaption></figure>

7. Click on Add workflow.
8. Copy the HTTPS URL on the next screen. You will use it in the next steps.

<figure><img src="/files/RP1dFDukYEXNFl88B30z" alt=""><figcaption></figcaption></figure>

## In Your IncidentHub Account

1. Login to your IncidentHub account and click on Channels -> Add -> Microsoft Teams.
2. Add a Name and and a Description.
3. Under "Microsoft Teams Workflow URL", paste the URL that you had copied earlier.

<figure><img src="/files/ku0CQJgK4zvD7vdGq6va" alt=""><figcaption></figcaption></figure>

4. To ensure the URL is valid and IncidentHub is able to connect to it, you can click on "Send a test message". This will send a test notification to your Microsoft Teams channel.
5. Click Save.

## Understanding Notifications

A Microsoft Teams notification sent by IncidentHub looks like this:

<figure><img src="/files/FuxAMiMywuntZKxysL5m" alt=""><figcaption></figcaption></figure>

The colored bar on the left indicates the type of the notification.&#x20;

The different color codes are:

<div align="center" data-full-width="false"><figure><img src="/files/Xr1sNVwthBPHTFxcjQjN" alt=""><figcaption><p>Incident triggered or updated</p></figcaption></figure></div>

<div align="center"><figure><img src="/files/vqNvCYqbn1Taw8oK1447" alt=""><figcaption><p>Incident resolved or maintenance completed</p></figcaption></figure></div>

<div align="center"><figure><img src="/files/HgoatcvBo0lCVcYoNkJ0" alt=""><figcaption><p>Maintenance ongoing</p></figcaption></figure></div>

<div align="center"><figure><img src="/files/vd5Tu2izHSJV7mAZoohp" alt=""><figcaption><p>Upcoming maintenance reminder</p></figcaption></figure></div>

The notification title also has the type of the notification, but the color gives you an easier way of quickly identifying it.


# Integration for Zendesk

How to integrate Zendesk with IncidentHub to receive alerts

You can integrate IncidentHub with Zendesk to receive notifications as support tickets in your Zendesk workspace.

IncidentHub will create tickets in your Zendesk workspace when any of the following happens:

1. An incident or maintenance is triggered (started).

IncidentHub does not send follow up notifications to Zendesk for the same incident or maintenance, including for updates and resolved events. It also does not send upcoming maintenance reminders to Zendesk.

## In Your Zendesk Account

1. Login to your Zendesk account and click on "View Profile" on your account icon's menu on the top right.
2. On the profile page, click on "Manage in Admin Center" which will open in a new window. The URL is usually similar to <https://mycompnay.zendesk.com/admin/home>.
3. On the left navigation bar, select "Apps and Integrations" -> "APIs" -> "API tokens".

<figure><img src="/files/xkiKdBCEDiHGV4s1aAD7" alt=""><figcaption></figcaption></figure>

You may have to enable token access if you have not done so before.

4. Generate a new token and copy it. You will need it in the subsequent steps.

## In Your IncidentHub Account

1. Login to your IncidentHub account and click on Channels -> Add -> Zendesk.
2. Add a Name and and a Description.
3. Under "Zendesk Workspace URL, put your workspace URL. It usually looks like <https://mycompany.zendesk.com> but it can be a custom domain also.
4. Under "Zendesk Email", enter the email of your Zendesk account from which you created the token.
5. Under "Zendesk Token", paste the token you created earlier.

<figure><img src="/files/w47NbgziBDbHXcThVf23" alt=""><figcaption></figcaption></figure>

1. To ensure that the details are valid and IncidentHub is able to connect to your Zendesk workspace, you can click on "Create a test ticket". This will create a test support ticket in your Zendesk workspace.
2. Click Save.

## Notification Example

A Zendesk support ticket created by IncidentHub looks like this:

<figure><img src="/files/fBu8jODbKYbdVtHTY4iI" alt=""><figcaption></figcaption></figure>


# Integration for BoldDesk

How to integrate BoldDesk with IncidentHub to receive alerts

You can integrate IncidentHub with BoldDesk to receive notifications as support tickets in your BoldDesk portal.

IncidentHub will create tickets in your BoldDesk workspace when any of the following happens:

1. An incident or maintenance is triggered (started).

IncidentHub does not send follow up notifications to BoldDesk for the same incident or maintenance, including for updates and resolved events. It also does not send upcoming maintenance reminders to BoldDesk.

## In Your BoldDesk Account

1. Login to your BoldDesk account and click on "My Profile" on your account icon's menu on the top right.
2. On your profile page, click on "API Keys.

<figure><img src="/files/aW2PNnlTMQgpKI0Jgsue" alt=""><figcaption></figcaption></figure>

3. Click on Create API Key and name it with something descriptive.

<figure><img src="/files/wV5WxAxdRbj0FNQgmXtv" alt=""><figcaption></figcaption></figure>

4. Copy the API Key - you will need it in the next step. Note that you cannot view the API key later after you close the popup.

<figure><img src="/files/CupqWwm1QodK2jo4QN9M" alt=""><figcaption></figcaption></figure>

## In Your IncidentHub Account

1. Login to your IncidentHub account and click on Channels -> Add -> BoldDesk.
2. Add a Name and and a Description.
3. For "BoldDesk Domain URL", enter the domain of your BoldDesk portal. This usually looks like `https://mycompany.bolddesk.com`.
4. For "BoldDesk Requester Email ID", enter the email of your BoldDesk account from which you created the token.
5. For "BoldDesk Requester Name", enter the name of the account associated with the email in step #4.
6. For "BoldDesk API Key", enter the API key you created earlier.
7. For "BoldDesk Brand ID", enter the brand id of your BoldDesk account. You can find the ID by
   1. Logging in to your BoldDesk account
   2. Clicking on "Admin" on the left sidebar.
   3. &#x20;Searching for "Brands". It will show you a list of all your brands along with the ID in the first column.
8. To ensure that the details are valid and IncidentHub is able to connect to your BoldDesk portal, you can click on "Create a test ticket". This will create a test support ticket in your BoldDesk workspace.
9. Click Save.

<figure><img src="/files/OTcMumNZ7tWACSdhfHZn" alt=""><figcaption></figcaption></figure>

## Notification Example

A BoldDesk support ticket created by IncidentHub looks like this:

<figure><img src="/files/mGCbJJGQaEe35w2NSNvE" alt=""><figcaption></figcaption></figure>


# Integration for Freshdesk

How to integrate Freshdesk with IncidentHub to receive alerts

You can integrate IncidentHub with Freshdesk to receive notifications as support tickets in your Freshdesk portal.

IncidentHub will create tickets in your Freshdesk portal when any of the following happens:

1. An incident or maintenance is triggered (started).

IncidentHub does not send follow up notifications to Freshdesk for the same incident or maintenance, including for updates and resolved events. It also does not send upcoming maintenance reminders to Freshdesk.

## In Your Freshdesk Account

1. Login to your Freshdesk portal and click on your profile picture on the top right corner.
2. Go to the "Profile Settings" page.
3. Your API key is available on the right-hand side of the page.
4. Copy the API Key - you will need it in the next step.

## In Your IncidentHub Account

1. Login to your IncidentHub account and click on Channels -> Add -> Freshdesk.
2. Add a Name and and a Description.
3. For "Freshdesk Portal URL", enter the domain of your Freshdesk portal. This usually looks like `https://mycompany.freshdesk.com`.
4. For "Freshdesk Requester Email", enter the email which you use to login to your Freshdesk account.
5. For "Freshdesk API Key", enter the API key you copied earlier.
6. To ensure that the details are valid and IncidentHub is able to connect to your Freshdesk portal, you can click on "Create a test ticket". This will create a test support ticket in your Freshdesk workspace.
7. Click Save.

<figure><img src="/files/AJ5RRZGzDO9iEeMTEKZa" alt=""><figcaption></figcaption></figure>

## Notification Example

A Freshdesk support ticket created by IncidentHub looks like this:

<figure><img src="/files/pt1jFK6fTpMtfgr5Kowu" alt=""><figcaption></figcaption></figure>


# Integration for Atlassian Jira Service Management

How to integrate Atlassian Jira Service Management with IncidentHub to receive alerts

You can integrate IncidentHub with Atlassian Jira Service Management (JSM) to receive notifications as support tickets in your JSM space.

IncidentHub will create tickets in your JSM space when any of the following happens:

1. An incident or maintenance is triggered (started).

IncidentHub does not send follow up notifications to Atlassian Jira Service Management for the same incident or maintenance, including for updates and resolved events. It also does not send upcoming maintenance reminders to JSM.

## In Your Atlassian Jira Service Management Account

1. Login to your Atlassian account and click on your profile picture on the top right corner.
2. Click on "Account Settings" in the menu.
3. On your account page (typically <https://id.atlassian.com/manage-profile/profile-and-visibility>) click on Security, then "Create and manage API tokens".
4. You will see a list of your API tokens.&#x20;

<figure><img src="/files/gahAaB1gWUf6HIRJWgAY" alt=""><figcaption></figcaption></figure>

5. Click on "Create API token" and give it a descriptive name. Set "Expires on" to the maximum value which is 1 year. Note that Atlassian tokens cannot be set to remain valid for longer than a year - so you will need to re-do this integration when the token expires.

<figure><img src="/files/ekaHVsKCkr9UWXJzy0gq" alt=""><figcaption></figcaption></figure>

6. Copy the API token - you will need it in the next step.

## In Your IncidentHub Account

1. Login to your IncidentHub account and click on Channels -> Add -> Jira Service Management.
2. Add a Name and and a Description.
3. For "Atlassian site URL", enter the URL of your JSM portal. This usually looks like `https://mycompany.atlassian.net`.
4. For "Atlassian Email", enter the email which you use to login to your Atlassian account.
5. For "API token", enter the API token you copied earlier.
6. For "Project Key", find your project key. You can find it from your URL when you open your Space in the browser. E.g. for [`https://cloud566.atlassian.net/jira/servicedesk/projects/INT/`](https://cloud566.atlassian.net/jira/servicedesk/projects/INT/queues/custom/) the Project Key is `INT`
7. For "Issue Type", find the possible types first. Click on "Create" in your Atlassian portal. In the form which opens, under "Work type" you will see a list of valid values. In the example below, the type is "\[System] Incident". Choose whichever value that you wish to be associated with tickets by IncidentHub.

<figure><img src="/files/GkxVqB8H3xwHc5SKamka" alt=""><figcaption></figcaption></figure>

8. To ensure that the details are valid and IncidentHub is able to connect to your Atlassian account,  click on "Create a test ticket". This will create a test support ticket in your Jira Service Management space.
9. Click Save.

<figure><img src="/files/ugaE1NlYo9w2puLyyTAm" alt=""><figcaption></figcaption></figure>

## Notification Example

A Jira Service Management ticket created by IncidentHub looks like this:

<figure><img src="/files/ZCo1A7JpqSj1CV8i3tI2" alt=""><figcaption></figcaption></figure>


# Integration for PagerDuty

How to configure PagerDuty with IncidentHub to receive alerts

You can integrate PagerDuty with IncidentHub to get notified when incidents occur. Incidents will get both triggered and resolved in PagerDuty.

IncidentHub will send messages to PagerDuty when any of the following happens:

1. An incident or maintenance is triggered, updated, or resolved in any of your monitored services.
2. An upcoming maintenance reminder is triggered based on your chosen time interval.

<mark style="color:red;">**Important Note**</mark>: IncidentHub does not support the EU region for PagerDuty yet. This integration works only for the US region.

## In Your PagerDuty Account

1. Login to your PagerDuty account
2. Go to Services -> Service Directory
3. Click on "New Service"
4. Add Name and Description
5. Choose the Escalation Policy to apply to the service
6. Under "Integrations", choose "Events API V2" and click on Create Service
7. Once you create the service, copy the "Integration Key"

## In Your IncidentHub Account

1. Login to your IncidentHub account and click on Channels -> Add -> PagerDuty
2. Add a Name and Description
3. Under "Webhook integration key", paste the key that you copied earlier and click Save

<figure><img src="/files/j7KbJ358CMf68xnrOIpu" alt="Add a PagerDuty channel"><figcaption></figcaption></figure>


# Webhook Integration

How to configure Webhooks in IncidentHub to receive alerts

You can integrate IncidentHub with your own webhook endpoint to get notified when incidents occur.

IncidentHub will send messages to your webhook when any of the following happens:

1. An incident or maintenance is triggered, updated, or resolved in any of your monitored services.
2. An upcoming maintenance reminder is triggered based on your chosen time interval.

## Webhook Event Format

The webhook request will be made in the following format

HTTP Method: POST

HTTP Headers

* Content-Type: application/json

Body:

```
"type": "triggered | updated" | "resolved",
"event": "incident | maintenance",
"timestamp": time as a string with time zone indicator,
"data": {
    "service": Service name,
    "statusPage": Link to official status page,
    "eventURL": Link to the event,
    "content": Content of the event,
    "title": Title of the event,
    "affectedComponents": An array (can be empty) of the affected components for the event,
}

```

Example payload:

```
{
    "type": "updated",
    "event": "incident",
    "timestamp": "2024-10-01T22:38:01.725-07:00",
    "data": {
        "service": "Twilio",
        "statusPage": "https://status.twilio.com/",
        "eventURL": "https://stspg.io/mjg3188vltfh",
        "content": "We are experiencing call dialling delays to Indosat Ooredoo Indonesia phone numbers. Our engineers are working with our carrier partner to resolve the issue. We will provide another update in 1 hour or as soon as more information becomes available.",
        "title": "Call Dialling Delays To Indosat Ooredoo Indonesia  Phone Numbers",
        "affectedComponents": [
            "CARRIER NETWORK (Voice, APAC)",
            "CARRIER NETWORK (Voice, EMEA)"
        ]
    }
}

```

## Payload Fields

**type**

triggered : Start of an incident.

updated : Intermediate update for an active incident.

resolved : End of an incident. Also sent for post-mortem updates after an incident "resolved" is sent.

**event**

incident : Indicates an outage, an unplanned event.

maintenance: Indicates a planned maintenance.

**timestamp**

The timestamp when this event took place.

**data**

Information about the event. Fields inside data:

service: Name of the monitored service.

statusPage: A link to the service's official status page.

eventURL: A link to the event on the service's official status page.

content: More information about the event.

title: A summary of the event.

affectedComponents: An array of strings which indicate the components affected in the event. This can be empty.

## Steps

1. Go to your IncidentHub account and click on Channels -> Add -> Webhook.
2. Add a Name and Description.
3. Under "Webhook URL", paste your webhook URL.&#x20;
4. You can check if the endpoint is working by filling in the Webhook URL and clicking on the "Send a test message" button.
5. Click "Save".

<figure><img src="/files/QCdKXzuckHEqrOUJCfHf" alt=""><figcaption></figcaption></figure>

#### [<sup>Set up your Webhook now</sup>](https://incidenthub.cloud/#pricing)


# Teams

This page is the starting point on how to manage Organizations and Teams in IncidentHub

A Team is an independent sub-account inside an IncidentHub account. Multiple Teams let you manage different sets of monitored services, channels, and status pages independently of each other.

{% content-ref url="/pages/IRoK0Lxs7tTXsbUuQoCQ" %}
[How IncidentHub Teams Work](/incidenthub-documentation/teams/how-incidenthub-teams-work)
{% endcontent-ref %}

{% content-ref url="/pages/6DSzTeMCanqq1CSoQcSe" %}
[Managing Teams](/incidenthub-documentation/teams/managing-teams)
{% endcontent-ref %}


# How IncidentHub Teams Work

Understanding how IncidentHub Teams work and what to use them for

IncidentHub Teams give you a seamless way of managing independent sets of monitors, channels, and public status pages from the same IncidentHub account.&#x20;

Each Team in IncidentHub has its own set of

1. Monitored services.
2. Alert configuration - component filters, lifecycle filters, outage/maintenance toggle.
3. Notification channels.
4. Availability dashboard.
5. Public status page and configuration.

## Teams are Independent Sub-Accounts

In an IncidentHub account, monitored service configurations in one Team do not affect another Team even if they monitor the same services.

E.g. Team A can monitor Amazon Web Services  EC2 in us-east-1 and Team B monitors Amazon Web Services EC2 in us-central-1 in the same IncidentHub account.

This table shows a limited list of features to demonstrate how this separation extends to everything:

<table data-full-width="false"><thead><tr><th width="116">Team</th><th width="127">Channels</th><th>Services</th><th width="139">Alerting Configuration</th><th width="133">Maintenance Reminders</th><th>Public Status Page</th></tr></thead><tbody><tr><td>Platform Engineering</td><td>Slack #platform-team</td><td>EC2 us-east-1, Jenkins, Docker Hub</td><td>All alerts, Outages</td><td>On, 10 hours before</td><td>Password protected</td></tr><tr><td>Infra Engineering</td><td>Slack #infra-team</td><td>EC2 us-central-1, Terraform Cloud</td><td>All alerts, Outages and Maintenance</td><td>On, 12 hours before</td><td>Password protected</td></tr><tr><td>Customer Support</td><td>BoldDesk</td><td>HubSpot</td><td>Start/End only, Outages</td><td>Off</td><td>Whitelabeled branding and domain, password protected</td></tr></tbody></table>

## Switching Between Teams

Use the dropdown on the left navigation bar to switch between your Teams.

<figure><img src="/files/A0olpQ1P4iYGBPw1jBaO" alt=""><figcaption></figcaption></figure>

Switching to a different Team changes the context of the other links on the sidebar. E.g. if you switch from Team A to Team B, your Dashboard, Availability, Status page will all point to Team B's settings.

## Team Service and Channel Limits

The maximum number of service monitors and channels you can add depends on your IncidentHub plan. In Teams-enabled IncidentHub accounts, the maximum for your account is calculated based on your usage across all teams.

E.g. if your plan has 300 service monitors and 20 channel integrations, and you have 6 teams, the total usage is based on the number of services and channels you add across all 5 teams.

<table><thead><tr><th width="236">Team</th><th width="238">Service Monitors</th><th width="219">Channel Integrations</th></tr></thead><tbody><tr><td>Customer Support</td><td>10</td><td>1</td></tr><tr><td>Data Infrastructure Platform</td><td>25</td><td>1</td></tr><tr><td>Product Engineering</td><td>30</td><td>2</td></tr><tr><td>Security Team</td><td>17</td><td>1</td></tr><tr><td>Marketing</td><td>14</td><td>1</td></tr><tr><td>Staging Platform</td><td>22</td><td>1</td></tr><tr><td>Account Usage</td><td>118/300</td><td>7/10</td></tr></tbody></table>

There is no individual limit for monitors and integrations within a team except the account limit.

You can see your current overall usage as well as the current team's usage on the bottom left of the sidebar.

<figure><img src="/files/jIE5swq7kIIBzZLWv9B3" alt=""><figcaption></figcaption></figure>

## When to Use Teams

Some common use cases for Teams

1. When you have separate Teams in your organization who wish to monitor services, have different notification channels - e.g. Platform Engineering, Security, Data Infrastructure, etc. In this case, do a one-to-one mapping for your organization's teams to IncidentHub Teams.
2. When you wish to route different groups of service alerts to different channels. E.g. send alerts for services critical to your business to PagerDuty, and non-critical services to Slack. In this case, create one Team for each group and add the services you need in each. Set up PagerDuty in the first and Slack in the second.

## When Not to Use Teams

1. If you are an MSP or an agency who wants to give your clients a unique status page that shows the services from their stack only, the [Per-client status pages](/incidenthub-documentation/per-client-public-status-pages) is a better fit. You can use it by signing up for the [Multi-client plan](https://incidenthub.cloud/#pricing).


# Managing Teams

How to add/remove/edit services to monitor and filter out specific components

If you are on the IncidentHub Business Plan, Teams are automatically included in your plan.&#x20;

To start using Teams, please send a message to IncidentHub either through the "Talk to Us" form in your IncidentHub dashboard, or email us at support (at) incidenthub.cloud.

Once Teams are enabled for your account, a default team is automatically created for you.

## Team Management View

You can manage your teams by navigating to the "Teams" link on the sidebar.

<figure><img src="/files/Ct8wOt8lhjxIQMR6r7u5" alt=""><figcaption></figcaption></figure>

The team management widget shows you a list of all your teams.

<figure><img src="/files/MjN6rufoapdA5SDM1ebm" alt=""><figcaption></figcaption></figure>

## Adding a Team

You can add a new Team by clicking on the Add button.

<figure><img src="/files/3aRVS1W5TS1Q0aY7wUJt" alt=""><figcaption></figcaption></figure>

Enter the Team name and then "Save changes" and your new team is ready to use.

## Editing a Team

You can change a Team's name by clicking on the Edit icon next to it.&#x20;

<figure><img src="/files/8z3EeP3M7LvZkjEdsLrE" alt=""><figcaption></figcaption></figure>

## Deleting a Team

You can delete a Team by clicking on the Delete icon next to it.&#x20;

<figure><img src="/files/eJxWjBucM4OsenAJZxCU" alt=""><figcaption></figcaption></figure>

Note that this removes your Team permanently - along with that Team's monitored services, channels, and public status page configuration. Once deleted a Team cannot be recovered.

You cannot delete a Team if it is the only one left.

<figure><img src="/files/1FfSEhUz4LlXSsQkabvV" alt=""><figcaption></figcaption></figure>


# Public Status Page

How to configure your public status page in IncidentHub

If you are looking for how to configure per-client status pages, please visit [this link](/incidenthub-documentation/per-client-public-status-pages).

## Basic Features

IncidentHub's public status page aggregates the status of your monitored services and presents the overall status on a single page. You can customize the status page from your IncidentHub account.

Login to your IncidentHub account and click on "Status Page" to customize.

<figure><img src="/files/a40xJT6Lnspl9xfFbqsj" alt=""><figcaption></figcaption></figure>

You can modify the following properties of your status page:

1. Page title
2. Company name
3. Company URL
4. Company logo
5. Support email (optional)

## Disabling Your Status Page

You can also disable the page completely by unchecking "Enable this status page" and then "Save". Visitors to a disabled page will see a 404.

## Hosting

IncidentHub will host your status page on a dedicated subdomain. You can find this under "Status page URL".

A typical status page will look like this:

<figure><img src="/files/KroRlC3EbvIWXNuzGkHR" alt=""><figcaption></figcaption></figure>

## Status Page Components

If you have [configured components](/incidenthub-documentation/services/monitoring-a-service#choosing-components-to-monitor) for a service, you will see only see those outages that are affected by at least one of those components. If you did not configure any components, all outages for a service will show up in the list. This applies to the historical trends also (see below). The same thing applies to maintenance - if you turned off maintenance events in the service configuration, you won't see maintenance events (upcoming, ongoing) on the status page.

Clicking on the "i" icon next to the "Operational" or "Outage" indicator will open a detailed view of that service in a popup.

In the popup, you can view the currently affected components:

<figure><img src="/files/759bzNj6wgliEwUmKzTO" alt=""><figcaption></figcaption></figure>

In the same popup, you can also view historical trends for that service:

<figure><img src="/files/Q0p5vukbi6Mhxhvsk5ft" alt=""><figcaption></figcaption></figure>

Your users can toggle between light and dark themes by using the button towards the bottom of the page:

<figure><img src="/files/iZmH2kX8uxiQ4r5mGqlT" alt=""><figcaption></figcaption></figure>

## Upcoming Maintenance Widget

The upcoming maintenance widget (available on some plans) shows you a collapsible summary of future maintenance in your services. It is at the top of your status page. If you have turned on the maintenance checkbox for a service, that's service's maintenance events will show up in this widget.

<figure><img src="/files/2aCwaB2vuEXaoikKyhcF" alt=""><figcaption></figcaption></figure>

## Security Features

You can set up password protection for your status page to control access to it. This is available on some plans.

<figure><img src="/files/ofVDhnqjdlhSAmkOJvdV" alt=""><figcaption></figcaption></figure>

You can change the password, or disable it at any time.

<figure><img src="/files/HsufV99348n2meIaFPaZ" alt=""><figcaption></figcaption></figure>

Users will be presented with a password prompt when they open the page.

<figure><img src="/files/b7UYaB5RMuJG6dhP7jpl" alt=""><figcaption></figcaption></figure>

## White-labeling Features

If you plan includes it, you can white-label your status page with your organization's branding and custom domain.&#x20;

<figure><img src="/files/toZeJdFAnamfxlleIY84" alt=""><figcaption></figcaption></figure>

Check the box next to "Remove IncidentHub Branding" to remove the "Powered by IncidentHub" message and logo on your status page's footer.

To enable a white-labeled custom domain for your status page, reach out to our team using the "Talk to Us" button in your IncidentHub dashboard or email us at support (at) incidenthub.cloud.

## Auto Refresh

Every status page has an auto-refresh option at the bottom. The end-user can use this to control how often the page refreshes. The default is set to 5 minutes.&#x20;

Note that the status page auto-refresh has nothing to do with how often IncidentHub fetches outage data. IncidentHub fetches outage data periodically at a fixed cadence. The status page shows that data, and the auto-refresh forces the page to fetch the latest data.

<figure><img src="/files/cDFXDURYFbCqzikHMkQx" alt=""><figcaption></figcaption></figure>


# Per-client Public Status Pages

How to configure multiple public status pages - one per client - in IncidentHub

## Per-client Status Pages for MSPs and Agencies

In IncidentHub's Multi-client plan, you can create up to 50 public status pages from the same account. MSPs managing per-client stacks of vendors can create one status page each for each client, where each page shows the stack for that client. Multi-client status pages function like different, independent views of the same account.

Login to your IncidentHub account and click on "Status Page" to customize.

If Multi-client is enabled on your plan, you will see a drop-down selector on the top right.

<figure><img src="/files/K46rkXGaF2FAn7WlCY6H" alt=""><figcaption></figcaption></figure>

The drop-down shows the currently selected status page (one is created for you by default). The count shows how many you have created (e.g. 2 out of 50)

Click "+ New" to create a new one and then customize it.

Click "Duplicate" to duplicate the settings of the current page. This lets you create new pages fast if you just want to change a few things in them.

You can delete a page by clicking on the icon on the right. The last page in your account cannot be deleted.

There is an additional setting in when per-client pages are enabled. It is the ability to choose which services you want to show on a particular page.

<figure><img src="/files/9ougRvKt5ZW4ClGcHsM4" alt=""><figcaption></figcaption></figure>

Under "Services", select the services you want to show. This will be a subset of your monitored services. If you don't select any, all will be shown.

<figure><img src="/files/IPAR54JR47tnFO6YxpaR" alt=""><figcaption></figcaption></figure>

The other features and settings are the same as that for [single status pages](/incidenthub-documentation/public-status-page).

In the case of per-client status pages, you can choose custom domains independently - each page can be hosted on its own domain. Custom domain setup is not self-serve yet - please email us if you need this configured on your Multi-client or Business plans.


# Availability

How to interpret the availability page on IncidentHub

The Availability page gives you an overview of service health over the last 30/90 days.

Login to your IncidentHub account and click on "Availability" to view this page.

<figure><img src="/files/hS3MYUEHk3HwORnS46A3" alt=""><figcaption></figcaption></figure>

If you have [configured components](/incidenthub-documentation/services/monitoring-a-service#choosing-components-to-monitor) for a service, you will see only see those outages that are affected by at least one of those components. If you did not configure any components, all outages for a service will show up in the list.&#x20;

The green bars show days when everything was fine as reported by the service's own status page. The red bars indicate when there were one or more incidents.

Some incidents can span multiple days. The Availability bars are a high-level view of a service's availability - they don't show the exact time of the outage. It's a quick and easy way to view the status of your third-party dependencies.

## Incident History

Click on the "History" button next to a service's availability graphs to see a list of incidents and maintenance events. Similar to the vertical bars, this list will show you only those incidents and maintenance which affected your configured components.

<figure><img src="/files/3BDpjeWDQ6pdK79RoA8j" alt=""><figcaption></figcaption></figure>