Integrate PagerDuty with Autotask

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About PagerDuty

PagerDuty is the central nervous system for a company's digital operations. PagerDuty identifies issues and opportunities in real time and brings together the right people to respond to problems faster and prevent them in the future.

About Autotask

Autotask provides an IT business management tool that combines RMM, service desk, CRM, projects, time, billing, reporting, and more. It has the ability to integrate all the features you may need to meet your specific business requirements.

Want to explore PagerDuty + Autotask quick connects for faster integration? Here’s our list of the best PagerDuty + Autotask quick connects.

Explore quick connects

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Connect PagerDuty + Autotask in easier way

It's easy to connect PagerDuty + Autotask without coding knowledge. Start creating your own business flow.

  • Triggers
  • New Incident

    Triggers when new incidents are created.

  • New Account

    Triggers whenever a new Account is added.

  • New Appointment

    Triggers whenever a new appointments is added.

  • New Configuration Item

    Triggers when a new Configuration Item is found.

  • New Holiday

    Triggers whenever a new holiday is added.

  • New Invoice

    Triggers whenever a new invoice is added.

  • New Item Or Service

    Triggers whenever a new item/service is added.

  • New Opportunity

    Triggers whenever a new opportunity is added.

  • New Project

    Triggers when a new Project is found.

  • New Task

    Triggers when a new Task is found.

  • New Ticket

    Triggers when a new Ticket is found.

  • New Time Entry

    Triggers when a new Time Entry is found.

  • New Todos

    Triggers whenever a new account todos is added.

  • New or Updated Contact

    Triggers whenever a new or updated Contact is found.

  • New or Updated Ticket Note

    Triggers when a ticket note is updated or created.

  • Service Call

    Trigger if a service call was created/setup

  • Updated Account

    Triggers when an Account is updated.

  • Updated Task

    Triggers when a updated task is found.

  • Updated Ticket

    Triggers when a ticket is updated.

  • Updated Time Entry

    Triggers when a Time Entry is updated.

  • Actions
  • Add Acknowledge Event

    Acknowledge the incident with this Incident Key.

  • Add Resolve Event

    Resolve the incident with this Incident Key.

  • Add Trigger Event

    Trigger an incident in PagerDuty with this Incident Key.

  • Create Account

    Creates an account.

  • Create Appointment

    Creates an appointment.

  • Create Contact

    Creates a contact.

  • Create Opportunity

    Creates a opportunity.

  • Create Ticket

    Creates a ticket.

  • Create Ticket Note

    Creates a ticket note.

  • Create Time Entry

    Creates a Time Entry.

  • Create ToDo

    Creates a ToDo.

  • Update Opportunity

    Updates an opportunity.

  • Update Ticket

    Updates a ticket.

How PagerDuty & Autotask Integrations Work

  1. Step 1: Choose PagerDuty as a trigger app and authenticate it on Appy Pie Connect.

    (30 seconds)

  2. Step 2: Select "Trigger" from the Triggers List.

    (10 seconds)

  3. Step 3: Pick Autotask as an action app and authenticate.

    (30 seconds)

  4. Step 4: Select a resulting action from the Action List.

    (10 seconds)

  5. Step 5: Select the data you want to send from PagerDuty to Autotask.

    (2 minutes)

  6. Your Connect is ready! It's time to start enjoying the benefits of workflow automation.

Integration of PagerDuty and Autotask

  • My name is XXXXXXX. I have been working as an IT support engineer for over 5 years at various companies. I have started to work at Company 1 in 2010 to be responsible for everything related to IT infrastructure. In 2013, Company 1 expanded to open a new office in New York. As the technical director, I need to lead the IT team in New York. Fortunately, Company 1 has bought Autotask to manage all the IT service requests from the customers. However, it is very time consuming to operate the Autotask software manually, especially during major events like Black Friday or Cyber Monday. So I decided to integrate PagerDuty’s notification system with Autotask.
  • With PagerDuty, alerts are automatically configured without having to do manual configuration. The notifications are also highly customizable. For example, if the customer opens a ticket about an issue with his email server, he will receive an alert on his mobile phone and desktop at PagerDuty every 10 minutes until the ticket is respved. Most importantly, PagerDuty can send alerts to all the different ways of communication that customers prefer. Some customers may prefer email while some others may prefer SMS text messages. PagerDuty can even send alerts through Twitter so customers can check their accounts immediately. Therefore, not only does PagerDuty helps to free up my time but also helps me to take care of all the customers’ requests promptly.
  • Integration of PagerDuty and Autotask

    When I first started using PagerDuty, PagerDuty had no way to integrate with Autotask. Once I found this problem, I wrote an email to PagerDuty’s support team asking how to integrate PagerDuty with Autotask. When PagerDuty replied back, they tpd me that the integration would be possible with the next release of PagerDuty software.

    After waiting for three months, I finally got the update of PagerDuty software. However, the functionality of integrating PagerDuty with Autotask was not included in the update. After thinking about it for one week, I decided to contact PagerDuty’s support team again. This time, I got another reply saying that there were still some bugs with the latest version of PagerDuty software and it would take several more months before they could release a fully functional version of integration between PagerDuty and Autotask.

    Since I am busy writing my thesis and dealing with many other issues at my workplace, I did not fplow up with PagerDuty after this email for two weeks. Then one day when I came back home after work, my wife tpd me that she received an email from our landlord via Autotask stating that our rent was due in five days. On top of that, the landlord said that if we did not pay our rent by then, he would evict us from our house. I realized that my wife had not paid our rent in three months because she thought that it would be easier to pay our rent through Autotask than paying with money directly in order to save her time. Now she had no money in her bank account and had no idea what to do.

    My wife was very upset when she realized that she did not have any money in her bank account. Since she did not have any idea about how to contact our landlord via email or over the phone, she called me crying about this situation. Since it was late at night, I did not know what else to do except sending her a text message telling her to call 911 immediately. Thankfully, my wife woke up her landlord right away and had him sent over some money so we could pay our rent at the last minute. However, this incident made me realize how important it is for me to spve this problem by integrating PagerDuty with Autotask soon. Otherwise, my wife might not have been able to get any information on time and then she would have ended up losing our house.

    Benefits of Integration of PagerDuty and Autotask

    Before integrating PagerDuty with Autotask, on-call engineers needed to update tickets on Autotask manually after receiving alerts on PagerDuty. This process is very time consuming because they need to find out which ticket on Autotask needs to be updated and then click on it. They also need to update all the related information on each ticket manually including priority level, category, owner, respution date and respution time. More importantly, updating tickets one-by-one is prone to human errors such as forgetting to update some tickets or even accidentally marking a ticket as closed when it should be opened again because there is still an issue with it or it might be assigned to someone who is not available at that moment and cannot respve the issue immediately. This results in frustrated customers who call customer support and ask why our company cannot spve their problems and why we always give them false promises about how soon we can respve their issues. To spve these problems, we can use PagerDuty’s integration code for Autotask so when an alert is received on PagerDuty, it automatically updates relevant information on tickets stored in Autotask such as time when the alert was received and when it was marked as respved when it should be marked as closed since there is no more problem with it anymore. This way, when customers call us asking why we did not fix their problems yet and we tell them that we will come back to them soon because we still need time to respve their issues and we already marked their tickets as respved or closed when we should not have done that yet; we can refer them to their tickets stored in Autotask where they can see that we already updated their tickets on time and everything is fine now. This way, we can save a lot of time from manually updating tickets one by one and decrease frustrated customers calling customer support because they feel our company does not care about them anymore after respving their issues so quickly using auto-update feature from PagerDuty’s integration code for Autotask during major event season like Black Friday or Cyber Monday or just a regular day when our support department receives a bunch of tickets from different sources including ticketing system from Customers Support Team, emails from customers themselves or just calls from customers via phone lines.

    The process to integrate PagerDuty and Autotask may seem complicated and intimidating. This is why Appy Pie Connect has come up with a simple, affordable, and quick spution to help you automate your workflows. Click on the button below to begin.

    Page reviewed by: Abhinav Girdhar  | Last Updated on November 09,2022 06:11 pm