Customer Spotlight, Customers, DevOps, Event Management, Incident Management & Response, Incident Management Best Practices, ITOps, ITOps & Modern Ops
Zendesk and PagerDuty: Helping Teams Work Together in Harmony
Your customers’ expectations are changing rapidly—they expect on-demand and personalized support whenever they interact with businesses. If one business doesn’t meet their expectations, they can easily order online from a different company, change service providers, or download a different app. PagerDuty’s “2019 State of Unplanned Work Report” found that 51% of companies discover customer-impacting technology issues from their customers and 71% of companies stated that tech issues frequently generate unhappy customers.
To meet these rising customer expectations, last year at PagerDuty Summit, Zendesk and PagerDuty announced a renewed emphasis on our partnership to enable improved cross-functional collaboration so that digital operations teams can solve customer-impacting incidents in real time.
Bringing Real Time to Customer Support Teams
PagerDuty enables a real-time digital operations culture by collecting billions of digital signals and applying machine learning and AI to filter out the noise. As a result, the right teams are notified immediately with the context they need to quickly resolve the root cause of the issue. Meanwhile, the combination of Zendesk and PagerDuty allows responders to keep customer support teams up-to-date with every development, allowing them to be as open and transparent with customers as possible—all in real time.
Furthermore, during an incident response, the Zendesk and PagerDuty integration ensures that the business presents a unified voice across every touch point with customers. This accelerates time to resolution, improves customer satisfaction scores, and helps businesses meet service-level agreements.
“PagerDuty’s two-way integration with Zendesk solves a significant problem in customer service: information siloed between teams working in different systems,” said Luke Behnke, Zendesk’s vice president of product. “When teams are able to share information and collaborate, customers get resolutions faster. With this solution, technical teams can see specific context from customer conversations within PagerDuty, such as whether it’s an isolated or widespread issue, without sifting through call logs and emails.”
The Zendesk and PagerDuty integration leverages Zendesk’s APIs and can quickly surface updates from PagerDuty or Slack in a customer support agent’s Zendesk workspace. It also improves reporting and allows teams to run more data-driven postmortems by tying a key business impact metric (e.g., the number of tickets, the number of impacted customers, etc.) to an incident.
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When an incident is happening, the last thing responders want is someone tapping on their shoulders and asking, “Is it fixed yet?”
By connecting customer service teams with IT responder teams, the Zendesk and PagerDuty integration extends the benefit of real-time digital operations management to more people within a business, giving them the flexibility to do more within the applications they work in.
If you are currently using both PagerDuty and Zendesk, install the app today. Here’s how: zendesk.com/apps/support/pagerduty/.
If you aren’t yet using Zendesk for Support, start a trial today: zendesk.com/trial.
Ben leads the technology partnerships and corporate development teams at Zendesk.