Only using JSM to acknowledge alerts

[Ben Silver]

Hey all!
We currently use OpsGenie just for alerts.

If a customer submits a specific ticket to Zendesk, OpsGenie alerts the on-call staff.
We're moving from Zendesk to Hubspot, which doesn't have an integration like that.

How will JSM handle the OpsGenie migration for just alerts?

Here's what I'm thinking:

1. We dual-deliver emails to JSM and Hubspot
2. If a ticket comes in and matches a priority, it notifies the on-call staff.
   1. If the email isn't a priority, it autocloses the ticket.

We really only want on-call staff to get an alert when a certain ticket is opened, and then "acknowledge" it to take ownership

[John Funk]

Hey Ben,

I'll ask my usual question - why are you using Zendesk and not JSM? Then you wouldn't have this issues.  :-)