Add Responders

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Adding responders to an incident allows a user assigned to an incident to get help from other users in the account. You can also create new incidents and add responders as you are creating the incident.

This feature is available to customers on our current Standard and Enterprise plans. Please contact our sales team if you would like to upgrade to a plan featuring Response Mobilizer.

Adding Responders to an Incident

To add a user to an incident, click Add Responder located on the incident response options on the right hand side of the page. 

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In the dialog box, you can select users or escalation policies. If you choose an escalation policy as one of your responders, the notifications will escalate to the next level of the escalation policy if the first level does not respond.

There is a limit of adding a total of 300 users as a responder to an incident at a time. If you wish to add more than 300, you will need to submit additional responder requests.

By default, the responders you choose will receive a message that reads Please help with "{incident title}", however, you can remove this message entirely or customize the message.

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Responder Notification

From phone or SMS notifications, responders can choose to Accept or Decline the request by pressing the key prompts provided.

Responders can choose to join or decline from the PagerDuty web or mobile app by choosing the Accept or Decline buttons on the Incidents page or in the incident details. They can optionally add a message to the responder request.

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On the incidents page, responders will see a list of incidents that they have recently joined or declined, as long as the incidents remain open.

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The incident will display a list of responders and icons to indicate whether they have joined, declined, or have yet to respond to your request. This information is also included in the incident timeline.

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Manually Trigger a New Incident and Add Responders

When you are triggering a new incident, and you know you will need additional help, you can add responders while triggering the incident.

Go to the Incidents page and click Create New Incident. In the Responders to Notify field, and select the users/escalation policies you wish to add as a responder. Add other required detail and then click Create Incident

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