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Incidents and Response

Stakeholder Communications

An on-call engineer can tag stakeholders to an incident. These stakeholders can be notified by Zenduty about critical incident updates they should be aware of.

Adding a Stakeholder

To add a stakeholder, simply click on the Stakeholders tab inside an incident's details. From the panel in the right, choose the user or team you want to send incident communications to. Select the name from the dropdown and click on Add.

We can also add an external e-mail for the Stakeholder messages to be sent to by selecting the Email button instead of the Team or User mode.

Sending a Stakeholder Message

Once we have formatted our message, we can then proceed to send the message by clicking on the Add button, sending the formatted message to all the parties added as a stakeholder to the incident.

Creating Stakeholder Communication Templates

A stakeholder communication template allows for standardized messages to be sent to stakeholders from Zenduty, keeping them in the loop with just a few clicks.

To create a Stakeholder Communications Template, click on the Use Stakeholder templates button and then click on + Create a custom template.

In the popup, input the name of the template, and other relevant information for the message.

  • We can also add Dynamic variables that take information from the incident and automatically append it to the stakeholder message once the template is used.

  • Dynamic variables can also be used on the message subject.

  • We can also add images to the stakeholder message by dragging and dropping the image onto the stakeholder message box.

Email Text Highlighting

We can highlight certain text in the Stakeholder emails that are sent by wrapping the text with color tags.

The color gets applied in the sent email automatically.

Color Start End
Red ((:red:)) ((:end_red:))
Yellow ((:yellow:)) ((:end_yellow:))
Green ((:green:)) ((:end_green:))
Blue ((:blue:)) ((:end_blue:))
Cyan ((:cyan:)) ((:end_cyan:))
  • For Example

    ((:blue:)) THIS TEXT WILL BE BLUE IN COLOR. ((:end_blue:))