You can contact PagerDuty Technical Support team by either emailing [email protected] or completing our contact form. Our Support team aims to resolve technical inquiries efficiently and accurately. To assist with this, the following guidelines will help expedite your case’s resolution.

Describe Your Issue Clearly

A clear description will help our Technical Support team understand the issue you are facing, and help eliminate back-and-forth messages to gather relevant details and context. If you include all relevant details in your initial message, it can speed up your ticket’s resolution time by many hours.

Share Details About Your Issue

Specific examples will vary depending on your issue, but including details about your situation will greatly assist our Technical Support team in its investigation.

For example:

• Resource IDs: Include the ID of any services, schedules, escalation policies, etc. in your message. Resource IDs are typically found at the end of the URL in your browser’s address bar, e.g., PXXXXXX (https://subdomain.pagerduty.com/service-directory/PXXXXXX) or QXXXXXXXXXXXXX (https://subdomain.pagerduty.com/incidents/QXXXXXXXXXXXXX).
• The date and time (including time zone) when your issue started: Knowing exactly when an issue began, and whether it is ongoing, will greatly assist our team when it comes to investigating logs and application data.
• Share relevant logs and screenshots: This information can be a great help for troubleshooting. If you attach this information in your initial message, our Technical Support team will not need to request it, and may lead to a faster resolution. If a file is too large to attach, please let us know and we will find an alternate method. Please note that our team may not be able to interpret or understand proprietary logs and application data.

Include Context About Your Issue

• Steps to Reproduce: It is enormously helpful if our Support Team is able to reproduce your issue. If possible, please include a numbered list including the steps to reproduce.
• Steps Already Taken: If you have already done some testing or taken steps to attempt to remediate the issue, please let us know. It provides helpful context, and will let our team know if you need to reverse any steps before attempting the recommended resolution.

Other Tips

• One Issue Per Inquiry: We understand that you may face more than one issue at a time. If this is the case, we ask that you submit one ticket per issue; this is the most efficient way to assign your cases to our Technical Support team, and will assist in a speedier resolution.
• Avoid Acronyms and Internal Terminology: Whenever possible, avoid using acronyms and terminology that may not be clear to people outside your organization.