Move Your Customer Support Line from Opsgenie

Yes, you can often keep the number your customers already know. Number setup depends on ownership and carrier arrangements. Customer-owned numbers and Opsgenie-provided numbers follow different paths. Opsgenie-provided numbers may require coordination with Atlassian and Twilio, as described in Atlassian’s guidance on switching Opsgenie phone numbers to Twilio. We review your numbers during planning and confirm the right connection steps before you move live calls.

Yes, Helpline can replace Opsgenie for customer-facing call workflows and live on-call schedules when that is how you use Opsgenie today. Helpline routes incoming customer calls by schedule, backup escalation, menus, and call records. This page focuses on customer call operations. It does not replace every Opsgenie monitoring, machine alert, or incident-management workflow. Those needs are assessed separately.

Yes, we will help configure your schedules and escalation rules. We work with you to translate coverage requirements into Helpline schedules, routing rules, and backup paths. That is assisted configuration and testing, not an automatic Opsgenie import. Your team confirms how each support line should behave before customer calls move.

Yes, you can test before switching. You can exercise incoming calls, schedule changes, backup escalation, and callback handling against your configured workflows before launch. Testing is part of the migration plan so your team sees real call paths in Helpline first.

Not necessarily. Helpline works alongside your phone service provider. We review forwarding, porting, or transfer options according to your current carrier and number setup, then confirm connection requirements during planning.

Yes, you can move multiple numbers or support teams. Organizations often run more than one customer line or regional team. We review each number, schedule, and escalation path during planning so coverage maps correctly in Helpline before you switch customer calls.

Helpline follows the backup escalation path you configure. When live responders are unavailable, callers can request a callback that dispatches when someone becomes available. Your team defines the order, timing, and fallback behavior during setup and testing, consistent with how incoming call routing is planned in Opsgenie today.

Pricing depends on your users, numbers, call and message volume, channels, and configuration. Helpline confirms quotes through the current pricing and sales process rather than published per-user list prices on this page. We review usage, lines, and workflow scope when preparing your quote.

Migration timing depends on how many numbers, teams, schedules, and carrier steps are involved. Straightforward support lines can move faster. Complex routing, multiple regions, or number ownership changes need more planning and testing. We outline steps and dependencies after reviewing your setup rather than promising a fixed duration.

When included in your signed agreement, the 150% money-back guarantee refunds what you paid within 30 days if you are not satisfied, plus up to $500. Claims must be made within 90 days of the contract effective date. The guarantee may not apply in every agreement. See the full conditions in the Switch with Confidence section on this page.