Response (or lack of) Pagerduty page response updates Freshdesk ticket

[alison985]

If page is answered and accepted then update Freshdesk ticket by assigning it to the person who accepted.

If page is answered and not accepted, pagerduty pages the next person.

If page is answered and does not result in an acceptance than update Freshdesk that the request can not be filled.

If page is not answered and escalation tiers do not result in acceptance than update Freshdesk that the request can not be filled.

Freshdesk ticket update of any status change notifies ticket creator (i.e. customer, the lawyer).