Turn any signal into insight and action. See how PagerDuty Digital Operations Management Platform integrates machine data and human intelligence to improve visibility and agility across organizations.
Connect insights to real-time action by aligning teams through the shared language of business impact.
Check out the latest products we’ve been working on—including event intelligence, machine learning, response automation, on-call, analytics, operations health management, integrations, and more.
Digital Operations Management arms organizations with the insights needed to turn data into opportunity across every operational use case, from DevOps, ITOps, Security, Support, and beyond.
Over 300 Integrations
Discover DevOps best practices with our library of webinars, whitepapers, reports, and much more.
Learn best practices and get support help with resources from our award-winning support team.
See how PagerDuty works with our live product demo — twice a week, every week.
We've created a maturity model to assist on the journey to digital operations excellence. Take our short assessment to find out where your team falls!
Interactive, simple-to-use API and technical documentation enables users to easily try updates and extend PagerDuty.
Engage with users and PagerDuty experts from our global community of 200k+ users. Become a member, connect, and share insights for success.
Get all your PagerDuty-related questions answered by exploring our in-depth support documentation and community forums.
In the United States, it’s almost that time of year again where we count our blessings and give thanks. For retail workers, it’s also that...
PagerDuty helps organizations transform their digital operations. Learn more about PagerDuty's mission and what we do.
Meet our experienced and passionate executive team.
We are risk-taking innovators dedicated to delivering amazing products and delighting customers. Join us and do the best work of your career.
With the PagerDuty Foundation, we are committed to doing our part in giving back to the community.
Keeping our customers happy is a source of pride at PagerDuty. While having a reliable product that is loved by our customers makes our lives easier, people still run into the occasional issue. We’ve implemented some unique tools and processes to ensure our customers receive the support they deserve.
For the past year, our goal was to initially respond to customers within two hours. While this is easy in principle to do, keeping an eye on such a metric in real time isn’t as easy as you would hope. Earlier this year, we developed a dashboard that shows our queue of open tickets with color-codes to visually indicate how long a ticket has been idle.
As each new ticket inches towards our two-hour window it transitions from green to red. This makes it easy to see at a glance which customers we’re behind in responding to.
Our dashboard also makes it easy to see if any of our agents have too many tickets on their plate, helping us balance our queue and spread the work evenly. We’ve already seen a drastic effect on our customer wait times:
This is all while our ticket volumes have increased steadily:
Occasionally, a ticket will go untouched for more than two hours. If and when this happens, we trigger a PagerDuty incident that alerts the agent responsible for the ticket. If the alert is not acknowledged or resolved, it will get escalated to another agent on the team.
Our team has a designated room in HipChat to discuss support issues. Using PagerDuty’s HipChat integration the entire team can start chatting to tackle a latent customer issue.
The combination of all of these tools helps us hit our goal of 100% customer satisfaction. This is a goal is at the forefront of all of our agents’ minds and something that we narrowly miss each month. Our lowest monthly rating over the past 12 months was 96%, and we hit 100% in both October and December. We utilize Zendesk’s automated customer satisfaction emails to capture this information.
We track these metrics in GoodData, which are automatically synched with Zendesk, making it really easy to build dashboards with useful information.
We try to be as open as possible with the rest of the PagerDuty teams, so we display what our customers are saying about us (even bad things) on a television that displays recent customer satisfaction ratings:
This dashboard was made during a recent hack day. Source is available here: https://github.com/ryanhoskin/satisfaction
But this is just the tip of the iceberg; we use a variety of tools to help manage interactions with our customers.
Our team is here to help our customers. So please don’t hesitate reaching out with any questions or support you need to use PagerDuty. If needed, the best way to connect with us is via email@example.com and we’ll see your name pop right up on our dashboard.
This is a guest post by Ilan Rabinovitch, Director of Product Management at Datadog. The convergence of rapid feature development, automation, continuous delivery, and the shifting...
Dynamic Notifications are now out in the wild! With our launch today, we give PagerDuty users the power to dynamically adjust how they are notified...
600 Townsend St., #200
San Francisco, CA 94103
905 King Street West, Suite 600
Toronto, ON, M6K 3G9, Canada
1416 NW 46th St., St. 301
Seattle, WA 98107
5 Martin Place
1 Fore St,
London EC2Y 9DT
© 2009 - 2018