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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 users are 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 Software 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.

Additional Help