How to Integrate Desk.com with PagerDuty

Introduction

The Desk.com PagerDuty App allows you to trigger incidents within PagerDuty. This allows you to send notifications to your team even if it’s after hours. The PagerDuty system allows you to define how and when members of your team should be notified. If you are having trouble completing the installation, please contact us.

Setting up the PagerDuty / Desk.com integration

In PagerDuty

Create a “Generic API system” service:

  1. In your account, under the Services tab, click “Add New Service”. Add a new PagerDuty service.
  2. Enter a name for the service and select an escalation policy.
  3. Start typing “Desk.com” under “Integration Type” to filter your choices. Then, click the Add service button.
    DeskCom
  4. Click the “Add Service” button.
  5. Once the service is created, you’ll be taken to the service page. On this page, you’ll see the “Service key”, which will be needed when you configure your Desk.com App to send alarms to PagerDuty. Record your PagerDuty service key.

In Desk.com

  1. To start Go to yourdesksite.desk.com/admin/apps, click the PagerDuty button (you’ll see an image like the one below). Click on the Install button and agree to the Terms of Service.
    Add the PagerDuty Desk.com App
  2. Accounts

    A Desk.com App Account is the name you’ll use to refer to this Custom Account when you use it in Actions and Rules (Steps 3 & 4 below). You’ll need to set a name for this account, select PagerDuty Token Auth as the Authentication Method and add the Service API key from your existing PagerDuty Account (See step 4 above). Click on the Create button once you’re done filling out the form.

    Setup the PagerDuty Action

  3. ActionsNow, we’ll configure Desk.com to send out messages using your PagerDuty account. (Note: You’ll need to tell PagerDuty who to contact and how to escalate the message – you make this configuration within PagerDuty.) An Action is the actual message you’ll be configuring to send through Desk.com to your PagerDuty Account when a Rule fires that matches the conditions you set.
  4. An example of an action is the following – you can add Liquid variables (like {{case.id}}) to provide dynamic information about the current case (Make sure to click on Add Action when completed):Configure the action for the PagerDuty Desk.com App

    When fired, this Action will use the PagerDuty App to send a Message to the PagerDuty and send the message that a particular Desk.com case is updated. To trigger this action, we’ll need to attach it to a rule in Desk.com.

  5. Rules

    Business rules in Desk.com allow you to act without Agent intervention when certain conditions occur at Events specified for a case.

    Here’s an example rule, run on a “Case Updated” event:

    Configure the rule for the PagerDuty Desk.com App

    A Business Rule fires when a Certain Event occurs (e.g. a Case is Updated) and the conditions specified for that case evaluate to be true. In our example, we’ll fire the rule to post the Case Updated message on an Updated Case Interaction with an All Condition requiring the label “Send to PagerDuty”, and then remove that label at the conclusion of that rule so that the PagerDuty Message will not be sent until that label is added again.

    In addition, this rule will anytime (not just during Business Hours). You can use the Advanced Edit to make sure your rule is enabled, and you can also view this rule in the Admin > Case Management > Rules section of Desk.com’s Admin. Make sure to click on the Update button once you’ve completed filling out the form.

Congratulations! Your Desk.com PagerDuty App should now be integrated with PagerDuty!

FAQ

  • What happens when everything works?When you update a case in Desk.com by adding the label “send to PagerDuty”, the Rule will evaluate to be true, and the Action will fire to send a PagerDuty Message using your PagerDuty account. PagerDuty will then take over and notify the contacts you’d like to notify as per the escalation policy that you specify in PagerDuty.