When you hear the words incident management, you may think of IT pros managing backend systems. Customer support teams probably don’t come to mind. But in fact, customer support teams have much to gain from incident management, too. Read on to learn more. Keeping Customers Happy Something that I think pretty much all IT pros […]

Like many Customer Success teams, we work closely with Sales to help support our customers. We receive a variety of requests from the Sales organization, ranging from enabling a new feature for a potential customer, to a request to join a call to review best practices. In order to streamline requests and ensure we don’t […]

| In Trends

Why External Variables Matter in Incident Management When it comes to incident management, it’s easy to fall into an insular mindset. We spend months planning and configuring systems that alert us of any issues within the system, and to cover our bases, we establish traditional customer support channels to identify issues we don’t catch ourselves. […]

| In Alerting, Operations Performance

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. Keeping Response Time at a Minimum […]