What are the limitations of the Essentials plan?
On the Essentials plan, some of the features are simpler/restricted compared to Standard and Enterprise plans. See the list of restrictions below:
Notification rules
Only one Notification Rule is available to set per type on the Essentials plan. Types are limited to New Alerts, Schedule Start/End, and Other Notifications. Custom notification rules are not available and you are able to configure one rule per event (such as New Alert, Schedule Start, etc.).
Alert actions and adding notes and attachments
Alert actions include only Ack, Close, Add Team, Add Recipient, and Delete for Essentials plan. No custom actions are available under this plan. Adding notes and attachments to alerts is not available.
Routing and escalation rules
Routing can only be based upon priority or tags, and a team is allowed only one routing rule on the Essentials plan. On the Essentials plan, escalation options do not include:
Notify Group
Notify next user in schedule
Notify previous user in schedule
Notify random member of team
Repeat option
Team dashboard
The tabs under the team dashboard are limited to Main, Integrations, Members, and Activity Stream.
Integrations
On the Essentials plan, you can only add the integrations from the team dashboards.
ITSM, ticketing tool integrations (except Jira and Jira Service Management), outgoing integrations (or the outgoing feature of other available integrations excluding chat tools) are not available. Also, advanced settings and action mappings for integrations aren't available on the Essentials plan.
Reporting
Reporting includes Notifications and API usage reports. Advanced reporting is available only on the Standard and Enterprise plans.
Service and incident operations through API
Service API and Incident API are only available on the Standard and Enterprise plans.
Single Sign-On (SSO)
Single sign-on capabilities are only available on the Standard or Enterprise plans.
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