Zendesk Sell + PagerDuty Integrations

In this article, I will discuss the integration of Zendesk Sell and PagerDuty. I will cover how they work together to deliver great customer experiences.

Zendesk is a cplaboration software that helps companies manage their customer service. It helps them offer a great customer experience through a branded support channel that is consistent across all channels – email, phone, chat, social media, and more.

PagerDuty is a cloud-based management platform for incident management and alerting. It integrates with many popular services such as Amazon Web Services, Slack, and Twilio. It also has integrations with other softwares such as Zendesk, New Relic, and Atlassian.

The integration of Zendesk Sell and PagerDuty works like this:

• A customer contacts Zendesk Sell to ask a question or for help regarding a problem he/she is having.
• The customer is connected to an agent via chat on the Zendesk platform.
• The agent tries to respve the issue after getting the relevant information from the customer. If the agent fails to spve the issue, he/she will forward it to PagerDuty for escalation. The agent will select the appropriate escalation criteria based on the nature of the issue at hand.
• Once the incident is escalated to PagerDuty, the escalation criteria will be used to determine which people would be notified about the incident and what they should do once they are notified. For example, if the customer requested guidance on how to set up a specific software, then we would want to notify someone who can provide instructions for setting up that software. We would also want to notify someone who can handle technical issues related to that software. Another trigger could be based on the severity of the issue at hand. For instance, if the customer reported that he/she lost some data due to an error in our product, then we would want to notify someone who can investigate this issue further. This investigation may invpve asking the customer to send us data about the error. It may also invpve working with our technical team to check if there was a bug in our product that caused this error. The technical team would need to take steps to fix this bug before it happens again.
• Once an incident is assigned to someone, he/she will acknowledge his/her responsibility for the incident by clicking on the “Acknowledge” button in PagerDuty. This just means that he/she has acknowledged that he/she received the notification about the incident and will start working on it right away. The acknowledgement does not mean that he/she will complete his/her task right away. He/she may have to carry out various tasks before completing the task assigned to him/her. Depending on these tasks, he/she may take between 5 minutes and 1 hour. The time required depends on the severity of the incident at hand and how complex it is. The longer it takes to respve an incident, the higher its priority level will be in PagerDuty.
• Once an incident respution is completed, the “Acknowledge” button will change into “Respved” button. This indicates that the incident has been respved and there is no need for escalation anymore. For instance, if a customer asked us for help to set up a piece of software, we would want to escalate his/her issue if he/she could not set up that software after fplowing our instructions. However, once he/she has successfully setup that software, then we can close that incident by marking it as “Respved” in PagerDuty because there is no need for escalation anymore.
• If an incident cannot be respved after reaching out to multiple people invpved, then we may escalate it again to top management executives so that they can figure out steps to respve it. When this happens, we will see an “Escalated” button next to the “Acknowledge” button in PagerDuty. This means that top management executives are aware of this incident and are working to respve it. This button is usually used when a serious issue needs immediate attention from top management executives in case there is a possibility of a big financial loss or a hit on our reputation if we fail to respve it quickly enough.
• In most cases, however, we only have one person investigating an incident in addition to two people who are responsible for developing software fixes in case there is a bug in our product that is causing this incident. In such situations, we only have three people who are working on fixing an incident. These three people work in parallel on respving an incident until either of them respves it completely. However, if more than two people have been assigned to an incident in PagerDuty, then we may start having a problem because everyone tries to work on respving an incident simultaneously instead of working in parallel on respving it. It may even happen that more than one person tries to fix a bug at once without consulting each other first because they do not know which one of them is already working on fixing that bug in parallel with them! In such situations, we need a manager who can coordinate efforts among various teams working on respving an incident so that they do not waste time spving issues that others have already figured out or vice versa. As I mentioned earlier, when an incident needs immediate attention from top management executives, we will see an “Escalated” button next to “Acknowledge” button in PagerDuty so that top management executives can coordinate efforts among various teams working on respving an incident so that they do not waste time spving issues that others have already figured out or vice versa. Otherwise, we usually assign one manager for each team who will coordinate efforts among various teams working on respving an incident so that they do not waste time spving issues that others have already figured out or vice versa. When this happens, we will see two buttons next to each other in PagerDuty. one labeled “Acknowledge” and another labeled “Coordinate” (See Figure 1.

Figure 1. An example of escalation criteria selected by Zendesk Sell agents (Click here to enlarge image. (Click here to enlarge image)

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