Support Portal FAQ
PagerDuty uses Salesforce's Service Cloud ticketing system to communicate with you. The following FAQs address common questions about contacting Support, filing and tracking a case, and the channels available at each plan level.
How to Contact Support
You can reach PagerDuty Support two ways:
- Support portal — Log in to the support portal to file and track cases. This is the fastest path to triage.
- Email — Send your request to [email protected]. Email requests route into the same ticketing system.
Live chat is available to Premium Support accounts through the support portal. Phone support is a Premium Support benefit — see the FAQ entries that follow for details on both.
Sensitive Data and FedRAMPPagerDuty support systems operate outside of our FedRAMP boundary. Do not submit FedRAMP-sensitive data or upload sensitive attachments in your support tickets. By sharing sensitive information, we assume you have obtained the necessary internal approvals from your organization.
FAQ
How do I create an account in the support portal?
To register:
- Navigate to the support portal.
- Click Log in in the top-right.
- Click Not a member?
- Read the prompt, gather your account's subdomain, and click Next.
- Enter the following information:
| Field | Value |
|---|---|
| First Name | Enter your first name. |
| Last Name | Enter your last name. |
| Enter your email address. | |
| Subdomain | Enter your subdomain. |
| Password | Enter a password. |
| Confirm Password | Re-enter your password. |
- Click Submit.
How can I contact Support by email?
Send your request to [email protected]. Emails and messages sent to this address automatically route into the current ticketing system.
Was my email request received?
Emails and messages sent to [email protected] automatically route into the current ticketing system. To confirm your request was received and to follow its progress, create an account in the support portal and check the Messages tab.
How can I view cases that I have submitted?
To view your submitted cases, create an account in the support portal. After logging in, you can see your emails and comments in the Messages tab.
How can I contact Support via chat?
Chat is available to Premium Support accounts. You can access live chat by logging into the support portal.
Is there a phone number for Support?
Phone support is a Premium Support benefit. Standard technical support does not have a phone channel. If your account has Premium Support, your phone contact details are provided to you when you subscribe.
How can I view a ticket that someone else at my organization submitted?
We are building the required permissions to allow Account Owner-designated individuals to view all of the support cases for your organization in the support portal.
How do I escalate an existing case?
There is no self-service action to escalate a case from within the support portal. If your account has a dedicated Account Manager or Customer Success Manager, contact them to raise the priority of an existing case. Not all accounts have an assigned Account Manager or Customer Success Manager.
Updated 3 days ago