Connect IT ops and customer support

Automate two-way workflows to get a 360-degree view of incidents and support tickets. Connect PagerDuty with your customer support processes.

pagerduty-irisagent

Enable seamless collaboration in your organization

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pagerduty integration
FOR CUSTOMER SUPPORT TEAMS

Discover the root cause of support tickets to speed up resolution


IrisAgent can identify when an IT incident or feature regression/bug from PagerDuty is the root cause of a support ticket. Resolve support tickets faster and get alerts about IT incidents.

  • Instant problem discovery to help you resolve support tickets faster
  • Workflow automations to save manual labor and avoid mistakes
  • Better collaboration and partnership with engineering teams

FOR IT AND ENGINEERING TEAMS

Prioritize incidents with business context


  • Prioritize incidents with a significant impact on customer support
  • Know which customers are impacted by infrastructure issues
  • Incidents and tickets are synchronized as they update

areas of concern

Send faster and more empathetic responses to your customers

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FAQs


How it Works

  • IrisAgent monitors incidents on PagerDuty in real time. Using machine learning, our platform figures out which customer support tickets in Zendesk have been caused by PagerDuty incidents.
  • Once you install IrisAgent on your Zendesk or another support platform and connect it with PagerDuty, you will see which PagerDuty incidents are causing support tickets.

Integration Walkthrough

IrisAgent
  • Sign into the Dashboard with GSuite or Salesforce account
  • Connect with your customer support platform using OAuth
  • Connect with PagerDuty by clicking on "Manage Accounts" in the drop down menu after clicking on your email address on top right
  • Install IrisAgent app in your support platform

PagerDuty
You will need a read-only API key/token from PagerDuty. Follow steps here to generate one. Learn more about PagerDuty and sign up for a free trial.