PagerDuty Blog

Extend the Power of Your ServiceNow Application with PagerDuty for Customer Service

The last few years have led to an increasingly digital world. We are all online, streaming, shopping, or simply surfing. In this new world, customer experience is more critical than ever. Customers want things to work as seamlessly as possible, and when things go wrong, so goes their trust and business. 

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.

Illustration of PagerDuty Customer Service ecosystem

Curious to learn more? Check out the full integration guide