How your support team can handle escalations & incidents better with the Freshdesk + PagerDuty integration

Despite the global pressure of finding ways to solve customer challenges in the new normal, business leaders have found that the right set of tools with a focus on customer experience can be a powerful competitive advantage. But because of the pandemic, offices globally are working at limited capacity, and communication and collaboration with employees, customers and partners has become more difficult.

Rising ticket volumes and escalations in the new normal

The global impact of COVID 19 has drastically changed the way businesses operate, forcing several to work remotely. The global pandemic has majorly affected how companies are able to support their customers, and support teams are facing an increasing number of escalations and incident requests because customers are understandably concerned about the situation and how it affects them.

So, a new approach is required for companies to continue supporting their customers while also streamlining internal operations.

Incident management with Freshdesk and Pagerduty

It’s important for support managers and agents to be able to handle this situation in an organized manner while being able to collaborate effectively despite having to work remotely.

Understanding the need for a powerful integrated support solution that enables teams to work from home effectively and manage escalations, we are introducing the Freshdesk- PagerDuty integration.

Pagerduty empowers teams with sophisticated automation capabilities that quickly and accurately orchestrate the right response for every incident.

The Freshdesk-PagerDuty integration keeps your customers happy and engaged by equipping your support agents to effectively triage and manage every incident reported:

  • Notify on-call responders based on alerts sent from Freshdesk.
  • Create high and low urgency incidents based on the priority of the event from the Freshdesk
  • Incidents and escalations are synchronized across both PagerDuty and Freshdesk as they update.
  • Incidents will automatically resolve in PagerDuty when the metric in Data returns with bidirectional synchronization

Linking an issue provides an option that allows agents to search for incidents on PagerDuty. If they find a relevant issue on PagerDuty, agents can link the Freshdesk incident to the Pagerduty incident. Once the incident is created or linked, statuses and notes added/modified on either side of the app get updated.

Notes added on PagerDuty to the linked/created incident will be available on Freshdesk and vice versa enabling agents to access information easily. Lastly, once the incident is resolved in PagerDuty, the status on Freshdesk will automatically be set to ‘resolved’ and vice versa.

The key differentiator in Freshdesk’s integration with PagerDuty is the ability to create tracker tickets. Sometimes, certain issues cause a significant impact on an entire segment of customers, leaving them with poor experience and frustration.

The support team, on the other hand, finds it overwhelming to talk to the customers individually and to coordinate with the internal call team. By creating a tracker ticket and linking all the child tickets to the parent tracker ticket, Freshdesk makes it simple and seamless for the support team to respond to the incident.

The Freshdesk and PagerDuty integration leverages Freshdesk APIs and can quickly surface updates from PagerDuty and display them on Freshdesk. It also allows teams to run more data-driven support teams by tying a key business impact metric (e.g., the number of tickets, the number of impacted customers, etc.) to an incident.

You can find PagerDuty at Freshworks Marketplace app portal. You can also check out this solution article to find out more details about how the integration works.

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