Working with the Zendesk <> PagerDuty integration -- Custom Trigger for automated public reply? | Community
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Working with the Zendesk <> PagerDuty integration -- Custom Trigger for automated public reply?

  • October 21, 2024
  • 3 replies
  • 0 views
Amy23

Hi! We've recently set up the integration between Zendesk & PagerDuty. We have a set of conditions such that if a particular custom form is used to create a Zendesk ticket with a particular priority level selected, PagerDuty gets pinged. This way, our on-call engineer can be notified during off-hours when there are no Support Agents available to triage and escalate. 

I'm wondering if it's possible to create a trigger that will send an automated response back to the customer once the on-call engineer has updated the PagerDuty status to “acknowledged”? Essentially, we want the customer to at least get an email that says something like “An engineer has received your request and is currently investigating it” without the engineer logging into Zendesk or communicating directly with the customer.  I don't want to send this message in the initial automated response that gets sent as a result of the ticket coming in because I want it to actually be true. So it really needs to be based on an action in PagerDuty from the on-call engineer.  Is this possible? Has anyone done something similar? 

    3 replies

    James57
    • James57
    • October 22, 2024

    Hi @amy23,

    I haven't used the PagerDuty integration before, but it may be possible to do what you are looking for.  Based on what I read in the documentation, you can sync status changes from PagerDuty to Zendesk.  You could set up a trigger to listen to this status change, and then use the trigger to send a notification to the user.  Have you seen this section in the documentation about PagerDuty to Zendesk Automation?

    Please feel free to reach out to support@easternlogic.hk if you need further help setting up this integration.

    Cheers ~~

      Amy23
      • Amy23
      • Author
      • October 22, 2024

      Thanks, James. I had not come across that particular documentation yet. It just might do the trick. I appreciate the help!

      J
      • Jyotirmoy
      • November 7, 2024

      Hi @amy23, 

      es, I believe it should be possible. Here, how you can set up the sync flow: 

      1. Zendesk Ticket Creation: When a ticket is created in Zendesk with a specific form and priority, the sync tool alerts PagerDuty via creating Incident, notifying the on-call engineer. 
      2. Incident Acknowledgment and Sync to Zendesk: When the engineer acknowledges the incident in PagerDuty, the sync tool updates the related Zendesk ticket, adding a tag or custom field to show the engineer is handling it. 
      3. Customer Notification: Zendesk will then trigger an automated email to the customer, letting them know the engineer is investigating. (This email setup needs to be configured in Zendesk, the sync tool just updates the ticket.) 

      As a Zendesk Partner, OpsHub Integration Manager (OIM), you can achieve seamless bi-directional sync between Zendesk and PagerDuty. OIM ensures that updates from PagerDuty (like incident acknowledgment) are reflected in Zendesk, while leveraging Zendesk’s native notification system for customer emails, without requiring additional configuration. 

       

      You may also reach out to OpsHub's  integration experts for an initial free consultation on integration planning. 

       

      Thanks, 

      OpsHub Team

       

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