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Helpline Software

On-call Management Software for Support Teams

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Your on-call line is getting called.

And your team can't miss those calls.

We make sure each call goes to the right person.

Based on your schedules.

24/7.

Will on-call management help our team?

Enterprise Support Teams

Connect customers facing an outage to the right L3 engineer quickly.

Reduce MTTR.

Provide premium customer support.

Manufacturing Plants

When equipment malfunctions, factories need immediate support.

Resolve emergency maintenance issues fast.

Limit downtime.

Field Service

Each on-call emergency needs to be sent to the right person.

Route calls based on who's available.

Skip people already dispatched on a response.

How do I know if I need on-call management software?

On-call management is complex.

You don't want to miss a call.

But your schedules rotate often.

And technology can fail silently. Call drops. Reception issues.

You're left tracking the phone line, schedule, and tech.

Just to ensure reliable phone coverage.

An Integrated On-call Management Tool

Disconnected systems miss things.

They require buying and maintaining multiple tools.

Helpline Software is an integrated on-call management system.

It connects your phone line to the on-call schedule.

So service calls automatically go to the right person. Even after hours.

It lets you manage shift scheduling in one place.

Approve shift requests. Split shifts. Make bulk edits.

And call routing updates instantly.

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Speech bubble menu routing options for on-call call management

How does on-call management software work?

Customize the caller menu in our emergency call management system.

Each menu option can connect to a different on-call service team.

Create as many schedules as you need.

Set backups and roll over rules for each.

Scheduling Integrated with Call Routing

Call routing follows the live on-call schedule.

Changing the schedule automatically updates routing.

Realtime call logs show you where each call went:

Who picked up? Who didn't? And who was out of reception?

Why Teams Choose On-call Management Software

Integrated Scheduling

Schedule changes automatically update call routing.

Keep Your Number

Use the number callers are familiar with.

Callback Management

It happens - sometimes all 6 layers of backups miss the call.

Capture callback requests and return them with one click.

Easy to Use

On-call is hard enough.

You need a system that's easy to use and intuitive.

Call Reporting

Get call-level data and summary charts.

Report call data with confidence.

Burnout Prevention

Track staff shift and talk hours.

Distribute call load fairly.

What the Best On-call Management Software Offers

  • Forms

    Optionally track data after calls. Integrate your intake forms.

  • Texting

    Allow people to text the on-call via your existing number.

  • Dispatch

    Update coverage with a single text when someone is dispatched.

  • Shift Reminders

    Automate daily text reminders for shifts.

  • Overrides

    Let staff pick up shifts. Create custom overrides.

  • Data Retention Policies

    Save the caller data you need.

Trusted by Leading On-call Teams

Helpline Software is rated 5/5 on G2 with verified reviews.

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150% Money Back Guarantee Badge

150% Money Back Guarantee

Start with confidence. If you're not satisfied within 30 days, we'll refund every dollar you paid, plus up to $500.

Available when included in your signed agreement. Claims must be made within 90 days of the contract effective date. In rare cases, the guarantee may not be included in your agreement. For example, in agreements that involve fraud risk or use cases outside the scope of our standard agreements. Cancellation requests must be submitted in writing. Void where prohibited. No cash value unless required by law. This offer may be redeemed once per organization.

See How On-Call Management Could Work for You

Just input your schedules, and watch the calls route automatically.

FAQs

›What is on-call management software?
On-call management software helps teams send incoming calls to the right person. Helpline Software routes calls according to the live on-call schedule, with automatic backups and optional manager escalation. It is an all-in-one platform for shift scheduling, seeing call logs, tracking forms, and managing texts.
›How do I choose the best on-call management software for my support team?

The best software depends on how your line receives support requests. If you get support tickets from an automated system, incident management software might be a good fit.


If you receive important inbound calls for support, specialized systems like Helpline Software are a strong option. Helpline Software connects each call to the right on-call 24/7. Its automatic backup escalation and callback options helps reduce missed calls. Realtime call logs show how each call was routed, so you can fix any coverage gaps.

›How is Helpline Software different from standard on-call management software?

Helpline Software is designed around inbound voice calls. It routes callers according to the live on-call schedule and uses backup routing, manager notifications, and wake-up calls to help important calls reach an available responder.


Standard on-call management software is typically designed to notify responders after an incident or system alert has been created. Those alerts often originate from monitoring and observability tools rather than from a person calling for support.

›What are the best options for my on-call service team?
If your main goal is to manage jobs, consider service systems like Jobber or ServiceTitan. For teams who need to connect callers to the right person, including after hours, Helpline Software is a good option.
›What's the best option for nonprofits?
If your nonprofit gets important calls that need to reach a specific person, consider hotline software.
›Can on-call management software route calls to my cell phone?
Yes. Helpline Software routes calls to cell phones. It has special features to do this reliably, including features that try to break through 'do-not-disturb' and 'sleep modes' for after hours coverage.
›What should IT leaders know about on-call management before choosing a solution?

It helps to know the different categories of on-call management systems. On-call incident management systems are good at escalating automatically generated alerts from core dumps or crashes to engineering teams. They generally integrate with cloud systems like Prometheus and Grafana.


That's not on-call management software. Software built for on-call teams routes inbound calls to the right person. It's designed for teams that receive calls from humans, not alerts from their software stack.


If you're not sure which you need, see our guide to on-call software vs. incident management.