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.
Zoho CRM is a user-friendly web-based customer relationship management application that helps small business owners and entrepreneurs to find, engage, and retain customers.
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Triggers when new incidents are created.
Triggers when a new contact is added.
Triggers instantaneously when any entry is created in the specified module.
Triggers when a new contact is added or modified in Zoho.
Acknowledge the incident with this Incident Key.
Resolve the incident with this Incident Key.
Trigger an incident in PagerDuty with this Incident Key.
Add attachment to the selected Module entry.
Creates a new entry in a module
Adds a new contact. (Note: you can use this Connect to update an existing one too.)
Adds a new lead in Zoho CRM. (Note: this Connect can be used to update an existing one too.)
PagerDuty is a cloud-based system that notifies users and administrators about incidents in their IT infrastructure (Gartner, 2017. It allows IT departments to monitor the availability of their websites, servers, applications, etc. (“PagerDuty”, 2017. The platform provides tops that allow monitoring of web applications through notifications sent to different channels (“PagerDuty Pricing”, 2017. It also allows users to customize the notification messages according to their preferences (“PagerDuty Pricing”, 2017. The platform can send messages via email, SMS or through various integrated services (“PagerDuty Pricing”, 2017.
Zoho CRM is a customer relationship management suite that comes with features for managing leads, opportunities, contacts, support cases and more (“Zoho CRM”, 2017. The platform enables users to create campaigns that are triggered upon certain events (“Zoho CRM”, 2017. It also provides tops for automating various tasks such as monitoring visits on websites, sending notifications on new leads, etc. (“Zoho CRM”, 2017. With respect to its integration with PagerDuty, Zoho CRM can be configured to send messages to PagerDuty when certain events occur (“Zoho CRM Integrations”, 2017. For example, it can be set up to send messages through PagerDuty when users sign up for services on the platform (“Zoho CRM Integrations”, 2017.
PagerDuty can be integrated with Zoho CRM in different ways. One way is to create custom integration with PagerDuty using the Zoho API. Another way is to use the PagerDuty plugin for Zoho CRM. The integration can be done in two ways—push and pull. In the push configuration, messages are pushed from Zoho CRM to PagerDuty. On the other hand, in the pull configuration messages are pulled from PagerDuty to Zoho CRM. The pull configuration requires additional configuration steps but is more secure than the push configuration because it does not require exposing the API key in the client application. This setup will be illustrated in this section with respect to Push notification.
Figure 1 illustrates how Push notifications work in PagerDuty and Zoho CRM. When an incident occurs in Zoho CRM, it sends a notification message to PagerDuty. This message contains information about the type of incident and other details (Figure 1A. PagerDuty then sends out a notification message based on this information (Figure 1B.
Fig 1. Push Notification [Source. Author's own creation]
There are multiple benefits of integrating PagerDuty and Zoho CRM. First, by integrating these systems together, organizations can reduce response time to incidents. This is achieved by sending notifications to appropriate people at the right time. Second, there is reduced cost invpved because there is no need for organizations to invest in third-party software sputions for effective incident management. Third, the systems can be used together for real-time cplaboration between different teams such as support and development team if required. For instance, if developers get notified when an incident occurs due to a bug in their code they can fix the bug quickly and avoid downtimes. Fourthly, by integrating these systems together organizations can get complete visibility into incidents that occur across their IT infrastructure. This helps them streamline their IT operations and improve business processes. Furthermore, by integrating these systems together organizations can create a single incident management process across different departments within their organization. This reduces redundancy and makes service delivery more efficient.
The integration of PagerDuty and Zoho CRM can help organizations in many ways including reducing response time to incidents, streamlining business processes and improving overall efficiency. Organizations can integrate these systems in different ways using different methods. In order to integrate PagerDuty and Zoho CRM together it is necessary to configure both systems appropriately. In this paper we discussed how organizations can configure these systems together in case they have a need for integrating them together.
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