After completing the integration configuration, you can manage PagerDuty incidents in Zendesk, create Zendesk tickets from PagerDuty incidents, and view the PagerDuty status dashboard within Zendesk.

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Pricing Plan

The Zendesk integration is available to accounts on the following pricing plans: Customer Service Professional, Customer Service Business, Customer Service Digital Operations (legacy), and Enterprise for Customer Service. Contact our Sales Team to upgrade to a plan featuring the Zendesk integration.

Manage PagerDuty Incidents From Zendesk

1. To manage PagerDuty incidents in Zendesk, navigate to a Zendesk ticket and click Apps on the right side of the screen.
2. The PagerDuty app appears and prompts you to log in to your PagerDuty account. Note: If you do not have a PagerDuty account, you can still view any incidents linked to the Zendesk ticket, but you cannot take action to coordinate a response or communicate with stakeholders.

3. After logging in to PagerDuty, you can take actions from the Zendesk Incident Command Console on the right side of a ticket:

• Create Incident or Link Incident: Create a new incident or link to an existing open incident.

  The following actions are also available from the menu:

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  Required Permissions

  If you do not see some of the actions listed below, you can have a limitation based on your permissions, which are listed in the linked article for each feature. Contact your team’s administrator for assistance.

  * Features marked with an asterisk are available on the following pricing plans: Business, Digital Operations (legacy), and Enterprise for Incident Management. Contact our Sales Team to upgrade to a plan with these features.

  Action	Instructions
  Acknowledge	Acknowledge that you are working on the incident and pause any further escalation. Confirm your selection by clicking Acknowledge in the modal.
  Resolve	Resolve the incident. Enter an optional resolution note and click Resolve in the modal.
  Edit Incident Details	Edit the PagerDuty incident title or incident priority, then click Update incident.
  Escalate	Escalate the incident to another user or level on the associated escalation policy. Select a user from the dropdown and click Escalate.
  Add Note	Add a note about the incident to communicate with internal teams following it. Enter your desired text and click Add Note.
  Add Responders*	Add more responders to help with the incident. Select Users and/or Escalation Policies, enter an optional message, and click Add Responders.
  Add Subscribers*	Add subscribers to the incident to receive future status updates. Select the desired Users and/or Teams, and click Add Subscribers.
  Send a Status Update*	Send a status update to internal stakeholders subscribed to this incident. Enter your desired text and click Send a Status Update.
  Run an Incident Workflow	Run an incident workflow to mobilize responders, engage stakeholders with status updates, and set up collaboration in Slack, Zoom, and Microsoft Teams. Select an Incident Workflow from the dropdown and click Run.
  Run Automation Actions	Run Automation Actions from PagerDuty to execute scripts run by an automation runner and shorten resolution times.
  Reassign	Reassign the incident to a different user or to another team’s escalation policy. Select Users and/or an Escalation Policy, and click Reassign.
  Unlink Incident	Unlink the incident from this Zendesk ticket. The system prompts you to confirm your selection. Click Unlink Incident in the modal.

4. To condense the information in the Incident Command Console, you can collapse the Detail, Timeline, or Notes headers. You can also click at the bottom of the console to choose which pieces of information to display.

Create a PagerDuty Incident

1. While viewing a Zendesk ticket, expand the PagerDuty app from the right pane and click Create Incident.
2. Enter values for the following fields: Incident Title, PagerDuty Service, PagerDuty Priority, and Incident description.
3. Click Create Incident.

Link to a PagerDuty Incident

1. While viewing a Zendesk ticket, expand the PagerDuty app from the right pane and click Link Incident.
2. In the dropdown menu of the modal, search or select a PagerDuty incident.
3. Click Link Incident. This links the Zendesk ticket to the PagerDuty incident. You can view the link to the Zendesk ticket on the incident details page in PagerDuty.
   • You can repeat this process as needed to link multiple PagerDuty incidents to a Zendesk ticket.

Note: You can view up to 10 linked Zendesk tickets on the incident details page in PagerDuty.

Create a Zendesk Ticket From a PagerDuty Incident

To create a Zendesk ticket based on a PagerDuty incident, execute the action from the incident details page in PagerDuty. You can only create a Zendesk ticket if the service for the incident connects to Zendesk.

1. In PagerDuty, click an incident title to open the incident details page.
2. Select More ​​ Create Ticket - your-subdomain.
3. In the Create Ticket modal, enter the following information:
   • Ticket Type
   • Ticket priority
   • Subject
   • Comment
4. Click Create Ticket.

Zendesk creates a corresponding ticket via its API:

View Internal Status Page in Zendesk

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Pricing Plans

The Internal Status Page feature is available on the following pricing plans: Customer Service Business, Customer Service Digital Operations (legacy), and Enterprise for Customer Service. Contact our Sales Team to upgrade to a plan including the Internal Status Page feature.

The PagerDuty Internal Status Page is available in Zendesk, allowing support agents to check real-time system health from where they work.

To view your Internal Status Page in Zendesk, in an account with the PagerDuty Zendesk integration configured, click the PagerDuty app icon at the top right near your user icon. A dropdown appears with an overview of your current status. Click a business service name to expand a list of impacting incidents.

To the right of an impacting incident, click Subscribe to this incident to receive status updates for the incident.

Select a Different Internal Status Page

If your PagerDuty account configures more than one Internal Status Page, you can select a different dashboard:

1. Click the PagerDuty app icon at the top right near your user icon and click in the bottom right of the pane.
2. Select a status dashboard from the dropdown and click Save.