Status page feeds

This is part of Cliedesk Pro. Connect the status page you already use. When one of your services stays down for a few minutes, Cliedesk shows an incident notice to your customers and tells your team. Cliedesk does not check your services itself: it reads your status page.

People with the Manage settings permission connect feeds. People who manage notices (the Manage knowledge permission) see the feeds, check them and publish incident notices.

Connect a status page

1. Go to Settings → Channels → Status page feeds and select Connect a status page.
2. Choose the Service: Atlassian Statuspage, Instatus, Better Stack, JSON feed or RSS or Atom feed.
3. For Statuspage, Instatus and Better Stack, enter the Status page name: the first part of its address, for example acme for acme.statuspage.io. For a JSON or RSS feed, enter the Feed address (https only) and, if the feed needs one, a Token. The token is kept in the credential vault.
4. Choose When something is down: Prepare a draft notice for the team or Publish the notice at once.
5. Set Minutes down before a notice (default 3). Turn on Slow (degraded) also counts as down if you want.
6. Choose where the notice shows: Widget home, Customer portal, Help center and Site banner.
7. Select Connect. Cliedesk shows a webhook address and secret once. You need them only for the webhook (below).

What happens during an outage

Cliedesk checks each feed every minute. When a service is down for longer than the minutes you set, Cliedesk opens one incident. A short problem that is fixed before that opens nothing.

• With drafts, a banner appears in the inbox. Select Publish notice to show it to customers, or Dismiss.
• With Publish the notice at once, customers see the notice right away.
• Your team gets a notification either way.

A published incident is a normal incident notice with a tracker conversation. See Notices, banners and status emails. When the status page shows that everything works again, the notice ends. Resolve the tracker to send the update to the customers you linked.

Link conversations to the incident

While an incident is live, open a conversation and select Link to this incident in Service status in the side panel. The customer then gets the update when you resolve the tracker.

Check now and the webhook

Select Check now to read the feed at once and see the services it reports. To make Cliedesk check at once when your status page changes, call the webhook address from your status page tool and sign each call with the secret (the Cliedesk-Signature header, as for webhooks). Select New webhook secret if the secret was lost. The text of the call is never used: Cliedesk always reads the status page itself.