The key priority for many businesses is keeping those systems running as smoothly as possible to keep customers happy and build their loyalty. However, we all know that the digital world will have hiccups from time to time, and to keep things moving, customer service teams are often at the center of any response. 

PagerDuty for Customer Service has proven to be essential for proactive teams who can help speed up downtime resolution, proactively communicate to customers, and provide unparalleled levels of customer service.  We recently expanded our CSOps capabilities by announcing the launch of PagerDuty for Customer Service in ServiceNow CSM. Building on an already tight integration that reflects our real-time digital operations into ServiceNow, without the need to switch between platforms, we are building a tighter connection between customer service agents and engineering teams. 

PagerDuty’s new app for ServiceNow provides an integrated experience into the ServiceNow CRM and gives customer service teams the visibility they need to manage cases from start to finish. With PagerDuty’s integrated, real-time customer service operations, teams can see the status of active incidents right from ServiceNow CSM. Teams can now create incidents and view any notes or status updates made by development or ITOps teams to accurately and efficiently respond back to the end customer in PagerDuty from ServiceNow. This bridges the gap between customer service and technical teams, engaging the right people at the right time to get ahead of customer issues.

Curious to learn more? Check out the full integration guide. 

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Establishing proactive, detailed communication around the ongoing status of an issue is crucial to building customer trust and loyalty. For too many enterprises, though, the process required to communicate quickly and proactively with customers has too many manual steps, too many handoffs, and too much complexity. 

PagerDuty Status Pages, now generally available, cut through that complexity. PagerDuty Status Pages enable brands to proactively inform and assist their customers in all situations by providing visual, real-time insights into an organization’s operations. When an incident occurs, PagerDuty users will be able to securely communicate real-time operational updates with customers directly from the PagerDuty Operations Cloud, and leverage their preferred audience-specific communication service. This new add-on feature extends PagerDuty’s customer service and incident response solutions to our partners and customers alike. 

The Benefits
We aim to make service agents’ lives easier, as well as save time and money for our customers. Now, with proactive communication, teams can let customers know there’s an issue before they’re even aware. This will reduce the number of tickets that pour into the customer service organization for review when there is an outage, as well as reduce the labor cost of each ticket. Having this single source of truth for the latest updates will also deflect other requests for information about the issue being routed to engineering teams, especially when time is paramount. Both DevOps and CSOps teams can easily stay on the same page, saving time and resources. 

The deep value to our customers also lies in the open transparency that you’re now able to create, especially during large-scale outages and events. With PagerDuty Status Pages, you’ll be able to cultivate trust in your relationships with your customers, allowing them to quickly know whenever a service is experiencing a problem while staying informed about the status they care most about. This will all be in the same place: a single source of truth.

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Over the last year, we have deepened our integration with Salesforce Service Cloud, allowing users to work directly within the platform, reducing the need to context switch. version 3.5, we have even more features which, taken together, create a “single truth source” for teams working to solve incidents as fast and efficiently as possible.

Incident Objects in Service Cloud

This new version unites the Customer Service, DevOps, and ITOps organizations. Incident Objects offers bi-directional integration with PagerDuty incidents and Service Cloud incidents and keeps them in both places – in sync and up to date. 

We aim to make service agents’ lives easier, empowering them to engage and collaborate across teams. Now they can link cases to incidents, and the backend team can now link incidents to cases, ensuring everyone is on the same page. Agents can now engage with key stakeholders across the organization to work together, which will drive down case resolution times and protect SLAs. 

There are some great new features in this version meant to help agents to work faster, and  more seamless. With version 3.5, agents can now escalate, add subscribers, search for open incidents, and quickly and easily link a Salesforce case to an existing PagerDuty Incident, all from within the PagerDuty command console within Salesforce. 

Automation in CSOps 

With the introduction of Automation Actions into Customer Service Operations, we give agents the ability to validate problems and capture critical information via automation to diagnose and resolve cases faster. Agents are now empowered to validate customer-impacting issues and run automated actions directly from the PagerDuty app in Service Cloud. This service will help reduce resolution times and ease the load on backend teams by instantly adding critical customer information to help resolve the problem. 

Automation Actions also helps reduce the number of issues escalated to the engineering teams, especially if they are non-urgent or not directly impacting customers. 

With all of these new features, PagerDuty for Customer Service continues to break down silos of collaboration and communication between teams, giving agents the tools they need to help customers and the company overall. 

Learn more about PagerDuty Customer Service Ops here. Plus contact sales or sign up for a 14-day free trial to get started.

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To ensure these seamless digital experiences, technology teams have doubled down on reliability, user experience, and building new features. Yet, the digital world isn’t perfect,  and companies need customer service teams now more than ever to ensure that even when problems happen, customers are reassured and retained.

PagerDuty for Customer Service helps customer service teams get proactive, reduce the time spent on cases, beat SLAs, and provide unmatched levels of customer service. 

Last fall we launched the PagerDuty application for Salesforce Service Cloud, which allows users to work directly in Salesforce Service Cloud, reducing the need to context switch. This helps customer service teams work quickly, efficiently, and cross-functionally where they work. Now we’re excited to announce even more features for our customer service users. These new features will help teams understand the blast radius of customer-impacting issues, and help them respond faster.

Incident Subscription

With Incident Subscription, CS agents are now able to subscribe to an incident directly inside SFDC via our real-time service status console. With a single click, Agents can receive real-time updates on the progress and resolution of an incident (without the need to manually “link” a ticket and an incident, which was how it was set up previously). Once subscribed, Agents can work other customer tickets in their queue, knowing that PagerDuty will re-engage them when it’s time to close the loop with impacted customers. 

Dashboard Toggle

With this new feature, customer service agents can have a Status Dashboard that is specific/relevant to them. They can separate the view between overall back-end system health and system health as it directly relates to customers, as you can create a Status Dashboard with business services specific to customer-facing services. This gives CS more simplicity.

Customizing PagerDuty Incident Titles With Salesforce Data

Agents can further empower teams to customize PagerDuty incidents based on key information from the Salesforce case. With this data, it’s easier to identify the customer, problem,  urgency, and link multiple cases to a PagerDuty incident. Agents can see at a glance what incident a case relates to and give as many details as possible without having to drill down too much, context switch between tools, and look for real-time updates on case progression. 

Visibility Into linked SF Cases in PD Web

Ever wonder about the blast radius of an incident to your customers or how many customers are impacted by an issue?  Well, wonder no more! Whether in PD Web, Mobile or email, PD for Customer Service links and reports on cases related to incidents (and vice versa). Why? It’s to allow Customer Service Agents to justify the urgency of a specific incident based on the number of cases they’re getting. For incident response, it also allows IR to see how many customers are complaining about a disruption, after all, customers are a key signal to the health of digital assets. 

With these new features, we are providing customer service teams with more ways to continuously break down the silos between support and response teams and to respond quickly and easily to any incident. This empowers customer service agents to own cases from end to end. 

Learn more about PagerDuty Customer Service Ops here. Plus contact sales or sign up for a 14-day free trial to get started.

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This streamlining of tooling and simplifying our work process is especially true for the IT professionals and developers charged with keeping our digital systems up and running. When things break and interruptions happen, how — and how quickly — IT responds is increasingly critical. Nevertheless, jumping across screens and tabs — first your monitoring tool, then your chat app, then PagerDuty, into your homegrown application, etc. — doesn’t really help with the whole “streamline and simplify” thing. 

Our goal at PagerDuty is to meet our customers where they work, whatever tool that may be, and we’re proud to have over 600 integrations with incredible technology partners. These integrations empower our customers to get more out of the PagerDuty platform and helps them define their own unique incident response processes with PagerDuty seamlessly woven into their custom technology stack. 

Today we are excited to announce our latest functionality with Datadog. Our integration with Datadog serves over 3500 customers and is one of our most popular integrations. As such, the need to build upon our existing fast and effective incident response led to the development of two new widgets in Datadog. These widgets will leverage PagerDuty’s capabilities as native applications — all directly within the Datadog platform. That means you will get PagerDuty insights without the need to switch tools, screens, or tabs.

Here’s a quick overview of our new PagerDuty for Datadog widgets, just announced at Datadog Dash If you can’t wait to try it out, you’re in luck, the widgets are already available for install: just look for them in the Datadog UI extension marketplace to get started. 

Status Dashboard by PagerDuty

The new Status Dashboard by PagerDuty Widget provides critical visibility to improve communications between response teams and stakeholders throughout an incident. This insight provides both technical and business responders/ leaders with a real-time view of their system’s health, improving overall awareness of operational issues. The Status Dashboard will display the current service status and provide the right level of context to determine the potential impact to the business when an incident is ongoing. This provides a single-pane-of-glass for responders by providing a side-by-side view of the business services impacted with ongoing incidents all within the Datadog dashboard. You’ll be able to:

• Manually trigger an incident from the PagerDuty Datadog Marketplace to mobilize developers right away.
• Display the current status of key business services along with the impacted business services while working on incidents in Datadog.
• Improve communication between response teams and stakeholders during incidents.

Incidents By PagerDuty 

The Incidents by PagerDuty Widget will give users the ability to take incident action response actions directly from the Datadog interface. The Incident display arms responders with knowledge of ongoing incidents within PagerDuty. It also provides the ability to acknowledge and resolve from the widget, removing the need to context switch between tools, while also offering the option to seamlessly navigation back into PagerDuty for more incident details or to take further action.

Key features include:

• Display up to 20 high urgency and active incidents from PagerDuty right in the Datadog console.
• Provide flexibility for acknowledging and resolving incidents based on where responders are troubleshooting.
• Use one-click navigation to view PagerDuty incident lists, individual incident details, and services dependencies.

With these new widgets, the disruptive nature of switching from application to application will be greatly reduced for our joint customers, and users can work with the ease of knowing that all the information they need is all in one place. 

To install the widgets, get all the details in our integration guide. 

If you’re at Dash, check out our panel,  Handling Incident Response and stop by our booth to meet our team, see a demo and get your questions answered, 

Learn more about our Datadog integration here.  

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PagerDuty’s Slack integration was built by PagerDuty to continuously improve and expand the way Slack users work. PagerDuty for Slack allows users to drive real-time operations, collaborate within and across teams, and perform PagerDuty incident actions live in the Slack application. Let’s take a look at all the new features coming to you with this upgrade.

Create Slack Channel Connections via API

With this new API feature, PagerDuty customers can create a channel connection and connect a Slack channel to a PagerDuty service and team. PagerDuty users told us that they wanted us to make it easier to use APIs and/or terraform to create channel connections. So that’s what we did.

Centralized Slack Connections for Admins and Account Owners

Making it easy for admins and account owners to view and manage all Slack connections in a single page was an important addition to our “work where you are” ChatOps philosophy. A single page for integration management reduces clicks and simplifies our integration process. Now you’ll be able to:

• Create Slack channel connections to PagerDuty services and/or teams
• Toggle which incidents updates appear in-channel
• Filter channel incident notifications based on urgency or priority
• View and manage Workspace connections
• Set priority and responder updates
• Create and revoke Workspace tokens

Connect a PagerDuty Team to a Slack Channel for Team Incident Management

Decreasing incident confusion is key to resolving any issue quickly with open communication across all channels. For teams that centralize incident management with PagerDuty in their chat tool, enabling team-to-channel connections ensures that the right team has incident visibility, and supports a streamlined incident remediation process. After a channel is connected to a PagerDuty team, all incidents assigned to a team’s escalation policy will appear in predefined channels.

Connect Many-to-Many Slack Workspaces to PagerDuty Accounts

In an effort to continuously simplify your work, we’re offering the ability for admins to create many-to-many connections, and all Slack users within an organization will now have incident visibility. You can now connect multiple Slack user accounts to a PagerDuty user account.

Create and View a Stakeholder Update From Slack

Customers have told us how important it is to add incident stakeholders on the fly, without cumbersome context switching. So, we’ve built two new ways to add stakeholders in Slack. First, in a Slack incident notification, you now have a choice to create a stakeholder update. Second, resolution notes now have a checkbox feature that allows responders to send the resolution note as a stakeholder update as well.

Finally, another “work where you are” feature enables stakeholders to view business health and incident status from within their chat tool. This will increase incident visibility and minimize context switching.

Ready to get started with the next generation of PagerDuty for Slack ChatOps? Now’s the time to migrate to the new webhooks. Our Slack V1 will sunset November 1, 2021. You can find the new version right here. Thank you to all of the customers we worked with who helped us shape this new product!

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