PagerDuty
Your AI agent creates PagerDuty incidents from customer reports, checks who is on call, and escalates critical issues in real time. Support teams get notified instantly. Customers see their reports acknowledged and routed without waiting for a human to triage manually.
From incident creation to on-call lookups to escalation management, your AI agent orchestrates PagerDuty's full incident lifecycle directly from customer interactions.
PagerDuty
See how engineering and support teams use AI agents with PagerDuty to turn customer-reported issues into triaged, escalated incidents before anyone checks their pager.
A customer messages 'Your checkout page is broken.' Your AI Agent gathers details about the error, checks PagerDuty for any existing incidents on the payments service, finds none, and creates a new high-urgency incident with full customer context. The on-call engineer is paged within seconds. The customer receives an incident number and expected response timeline before they finish typing their second message.
Multiple customers ask 'Is your service down?' during an incident. Your AI Agent checks PagerDuty for active incidents matching the affected service, finds the ongoing P1, and shares the status, timeline, and next update ETA with each customer. Instead of 50 individual support tickets, every customer gets an automated, accurate status update through chat.
A VIP enterprise customer reports that their API integration is failing. Your AI Agent creates the incident in PagerDuty, recognizes the customer's account tier, and automatically applies a higher urgency escalation policy. The senior engineering team is notified immediately with customer context. The VIP gets white-glove incident response without anyone manually flagging the escalation.
PagerDuty
FAQs
The agent calls PagerDuty's Create Incident endpoint with the service, urgency level, title, and description gathered from the customer conversation. It includes the full conversation context as incident notes so the on-call responder has everything they need. The incident triggers your configured notification and escalation rules immediately.
Yes. The agent queries PagerDuty's list incidents endpoint filtered by service and status. If an active incident matching the customer's issue already exists, the agent links the customer report to the existing incident instead of creating a duplicate. This keeps your incident count clean and avoids alert fatigue.
The API key needs access to the PagerDuty REST API v2, which provides endpoints for incidents, services, schedules, escalation policies, and users. You generate this key in your PagerDuty account under API Access Keys. Full API keys or scoped OAuth tokens both work.
You control what the agent shares. Configure it to show 'Your issue has been escalated to our engineering team' without exposing individual names, or share first names for a more personal touch. The agent accesses on-call data from PagerDuty but only reveals what your conversation rules allow.
Yes. Incidents created by the agent flow through your existing PagerDuty Event Orchestration and service event rules. Suppression, deduplication, severity mapping, and routing all apply as configured. The agent feeds into your existing incident management pipeline, not around it.
Yes. The agent queries PagerDuty for the current status of an incident by ID or service. It can share whether the incident is triggered, acknowledged, or resolved, along with the latest notes. Customers stay informed without needing access to your status page or internal tools.
No. Tars accesses PagerDuty data live through the API during conversations. Incident details, schedules, and service information are fetched in real time and used only for the current interaction. Your PagerDuty data remains in PagerDuty.
PagerDuty's native integrations notify your internal team. This integration is customer-facing. Your customers report issues through your AI agent on your website or messaging channels, and the agent handles incident creation, status sharing, and escalation without the customer needing access to Slack, Teams, or PagerDuty.
Don't limit your AI Agent to basic conversations. Watch how to configure and add powerful tools making your agent smarter and more functional.
Privacy & Security
At Tars, we take privacy and security very seriously. We are compliant with GDPR, ISO, SOC 2, and HIPAA.
Email - sales@hellotars.com
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