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Contact Methods and Notification Policies are essential for Incident Management to work seamlessly. In Zenduty, these are defined at a User Level.

Note: Users can edit all of their own details and settings, whereas admins and managers can modify only some configurations of the members of their teams.

Click on the member whose details you wish to edit from the ‘Users’ section. Here, you will be able to make changes in the following categories:

Basic Info

Here, you can edit the name and e-mail address of your own user account. Simply update the details and confirm.

Contact Information

Here, you can add, edit or remove contact information like e-mail, SMS, phone, Slack and Teams integrations for your account [Note: Admins can only edit e-mail, SMS and phone associated with other users’ accounts].

Edit email information

To add an e-mail, click on ‘Add Email’ and fill in the new name and e-mail address. Click the ‘Create’ button to confirm. To remove an e-mail, click on the ‘Remove’ button corresponding to the address and confirm.

Edit SMS Information

To add an SMS Number, click on ‘Add SMS Phone Number’ and fill in the new name and phone number. Click the ‘Create’ button to confirm. To remove an SMS Number, click on the ‘Remove’ button corresponding to the number and confirm.

Edit Phone Information

To add a phone number, click on ‘Add Phone Number’ and fill in the new name and phone number. Click the ‘Create’ button to confirm. To remove a phone number, click on the ‘Remove’ button corresponding to the number and confirm.

Edit Slack integration

To add a Slack integration, simply click on the ‘Link Slack’ button and follow the wizard.

Edit Teams integration

To add a Microsoft Teams integration, refer to our Microsoft Teams Integration documentation and follow the guide.

Forwarding Rules

Here you can set automatic forwarding rules for a respondent in case they are going to be unavailable for a certain period of time. This would ensure that any escalation policies that consist of the user need not be changed back and forth depending upon their absence.

Notification Rules

This section allows you to add and delete notification rules for a user.

To create a notification rule, click on the ‘Create Notification Rule’ button. Fill in the number of minutes to wait for and the channel for notification and confirm.

To delete a notification rule, click on the ‘X’ next to the rule and comfirm.

Analytics

Zenduty provides detailed analytics for each user providing a reliable source of performance evaluation and studying areas where your team can improve on.

Incidents

The user specific incident dashboard conveniently allows you to view open and resolved incidents attached to a particular user.


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