Overview

PagerDuty is an agile service-oriented incident management platform that helps automate manual admin work during incidents. The Thena <> PagerDuty integration is built for automating the creation of these incidents on PagerDuty. This ensures timely and efficient incident management, catering to different personas within an organization such as:

Customer Support Agents : When customers escalate requests, Thena automatically creates an incident on PagerDuty, enabling support agents to quickly address and resolve urgent customer concerns.

How does it work?

Using PagerDuty and Thena enables a workflow where requests that are escalated or need to be addressed by a specific service on PagerDuty proceed as follows:

A customer contacts the vendor (you) in Slack.
Incidents are automatically raised in PagerDuty under two scenarios:
- Escalation from a customer (Thena Escalations)
- All requests created on Thena (Thena Requests)
These scenarios can be configured during the setup of PagerDuty integration in the Thena app.

Get started

Generate an API Token on PagerDuty.
Create a Service on PagerDuty (Learn more).
Set up PagerDuty credentials on the Thena Web App.

Generate an API token on PagerDuty

Generate a new API token following the steps outlined in the PagerDuty documentation here. Using a new token is recommended to avoid issues if the token is removed.

Setup the PagerDuty credentials on the Thena web app

Go to the The Thena Web App and click on 'Add Integration' under PagerDuty. You will see a modal as shown below.

Click on Connect on the top right of the modal.

Enter the API Key generated on PagerDuty and click Continue.

Enter the Service ID and email ID associated to your PagerDuty account.
Select your preferred configuration to create incidents on PagerDuty.

Incident details

Thena uploads the following details to PagerDuty when an incident is created on all requests.

Fields	Description
AI generated summary	The summary generated by Thena AI is sent to PagerDuty when the incident is created.
Sentiment	Thena generated sentiment of the request
Urgency	Thena generated urgency of the request
Slack permalink	The Slack URL of the customer message where the incident originated.

Thena uploads the following details to PagerDuty when an incident is created via manual escalation.

Fields	Description
AI generated summary	The summary generated by Thena AI is sent to PagerDuty when the incident is created.
Slack permalink	The Slack URL of the customer message where the incident originated.
Escalation reason	The reason provided while creating an escalation on the request from Slack.
Escalation details	The details provided while creating an escalation on the request from Slack.
Business impact	The business impact noted while creating an escalation on the request from Slack.
Escalated by	Name of the customer whose message was escalated.

FAQs

What is the purpose of integrating Thena with PagerDuty?

Our integration with PagerDuty enhances incident management by automatically creating new incidents on PagerDuty against Thena requests, streamlining response processes and improving efficiency.

Can I map multiple PagerDuty service IDs on Thena?

Thena allows for only one PagerDuty service ID to be mapped for incident creation.

Can users customize the incident creation process from our platform to PagerDuty?

Yes, users can configure only certain Thena requests to be reflected on PagerDuty incidents, allowing for tailored incident management workflows.

Is there a way to track and manage incidents created from Thena in PagerDuty?

Users can track and manage incidents directly on PagerDuty's dashboard, where all incidents created through our integration are visible and manageable.

Does editing an incident on PagerDuty, affect the request created on Thena?

The Thena <> PagerDuty integration is unidirectional. Based on the configured settings in Thena, incidents created in PagerDuty correspond to the details of the related request on Thena.

What measures are in place to ensure the security of data shared between our platform and PagerDuty?

We adhere to strict data security protocols, ensuring that all data transferred between Thena and PagerDuty is encrypted and secure.