Alert All the Right People with Multi-User Alerting

- April 8, 2014

PagerDuty escalation policies just reached the next level (pun intended). You can now add up to 10 team members to each level of your policies to notify more people about the incidents they care about. Make sure your team’s issues are responded to quickly and resolved in a flash by getting all the right people notified and working together.

Alert Multiple Responders at Once

multiple_responders_250pxIn a high severity incident, you want to immediately get all-hands on deck. With PagerDuty’s Multi-User Alerting, you can alert 10 responders in each level of your escalation policy.

Critical incident? Alert the primary, secondary and tertiary at the same time to get someone on it faster.  Slower responders can join the resolution in progress.

Or in the rare case that your primary and secondary on-call miss their alert, you can use Multi-User Alerting to get the rest of the team responding to incidents to ensure nothing ever fall through the cracks.


shadowing_250pxWhen you hire new team members it’s imperative to get them up to speed quickly so they can start contributing to your team. With Multi-User Alerting you can have a trainee share on-call responsibility with a seasoned engineer to tag team incidents in order to get them into the swing of things, fast.

Keep Followers and Interested Parties Informed in Real-Time

muti_user_alerting_followingWith Multi-User Alerting it’s easy for managers or interested parties to stay in the loop about what’s going on.

Non-responders can add themselves to escalation policies to stay informed — or if they can handle the issue themselves, acknowledge and start working on it.

As a manager you can put yourself on any level of an escalation policy to be notified along with your team when they are receiving alerts, and immediately know when an incident gets escalated.

Notify Multiple Teams for Incidents

Critical incidents should often wake up people from multiple teams — is this a web or an ops issue?  You now have the ability to wake up someone from each time to tackle incidents together.

Try it now!

Multi-User Alerting is already available in your account, just edit any of your existing escalation policies or create a new one.  No more 1-minute escalations, no more workarounds needed. If you have any questions, shoot us an email at

Please remember to wake your team up responsibly. Unless it’s truly a sev-1, let the primary responder do their job — you hired good people for a reason. Not every incident needs to wake up 10 people.

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  • Kevin F

    Hi there,

    This feature has been immediately useful. We have dropped a 1 minute escalation wait from one of our policies to allow two schedules to get the notification at the same time. Great stuff!

    In your blog you allude to adding managers to policies so they can be aware of “something big”. When you do that, the mobile app shows them as always being “on-call”. This isn’t the sort of status I would have in mind for them. After all, they do not show up in PagerDuty “schedules”.

    Can I suggest that if the additional alerts are going to users, not schedules, then those users are not deemed to be on-call?

    Regards and thanks,

  • ssmith

    This is a great first start, we were also able to remove our two minute escalation wait from our policy. But we still have to use the extra account with different phone numbers in it to notify the managers.

    May I suggest for a future feature that you have groups that you can add users into and these groups can have a time that alerts are active and you can add these groups to the escalation policy. This way you can have a call rotation schedule that the primary gets the alert all the time, and the group of users gets a copy of the alerts as well during AWAKE hours.