Response Bridge

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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 Bridge.

Response Bridge allows you to use your preferred web conferencing provider for incident responders. Response bridges that are frequently used can be saved at the account-level to be quickly added to an incident.

There are two ways to add a response bridge:

  1. Add the response bridge to a service

  2. Manually add the bridge information to a responder request when using Response Mobilizer

Adding account-level conference bridges:

Conference bridges can be added as account-level Extensions within the PagerDuty application. This provides your users with a list of persistent conference lines to choose from when triggering an incident.

  1. Go to the Configuration menu and select Extensions.

  2. Go to the Conference Bridges tab, then click New Conference Bridge.

  3. Add a LabelDescriptionConference Number, and Conference URL for your conference bridge.

    • The Label is the name of the conference bridge as it will appear in the selection drop-down menu.

    • The Description is a brief explanation of the conference bridge.

    • The Conference Number is the phone number users will call into. When adding the phone number, use commas (,) to add seconds to the call, and then enter in the access code with a pound (#) at the end; the number should appear in a format like this: 555-555-5555,,,1234#.

    • The Conference URL is the meeting URL for screen sharing purposes.

  4. Now the conference bridge will be available as an option when adding a bridge to your services or incidents.

Add a response bridge to a service:

When adding a response bridge to a service it is important to note that the response bridge information will appear on all of the incidents triggered on that service. It is recommended to add the response bridge to dedicated services for critical incidents for tracking critical incidents that require a bridge.

  1. Go to the Configuration menu and select Services.

  2. Find your service and click edit.

  3. While in edit mode, go to Response Bridge Settings section; here is where we will add in the response bridge information for your service.

    • You can enter in the Dial-in number for users to call into. When adding the phone number, use commas (,) to add seconds to the call, and then enter in the access code with a pound (#) at the end; the number should appear in a format like this: 555-555-5555,,,1234#.

    • You will also be given the option to enter in the meeting URL.

  4. When you are done, click Save changes.

When an incident is triggered on your service you will see the response bridge information in the web UI, email notifications, and Slack (if you have the interactive Slack integration configured).

Manually add a response bridge to an incident:

If you do not have response bridge information added to your service, you can use the Add Responders feature to input the response bridge information.

  1. After an incident has been triggered, acknowledge the incident and click on Add Responders at the top right-hand corner.

  2. Select the users/escalation policies you with to add as a responder. 

  3. You can also add a note to send to the users you are requesting to join as a responder.

  4. To add in your response bridge details:

    • You have the option to input the Dial-in number. When adding the phone number, use commas (,) to add seconds to the call, and then enter in the access code with a pound (#) at the end; the number should appear in a format like this: 555-555-5555,,,1234#

    • You can also enter in the meeting URL.

  5. Click Add Responder.

The responders request will be sent, and the response bridge details will be displayed on the incident details page, and in the responder email notifications.

FAQ

Can I add response bridge details to an incident without using the add responder feature?

Not at this time, if you wish to add a response bridge to an open incident you will need to use the add responders feature.

I have a service that is configured with a response bridge, when I add responders can I change the response bridge information?

Yes you can, when adding responders click into the dial-in field to edit the phone number, or click into the  meeting URL to edit the URL.

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