How to enable and use the PagerDuty integration

  • Helena Liadmin
  • Support Program Manager
  • Helena_Li
  • updated 11 mths ago


The PagerDuty integration allows you to enforce customer SLAs by defining rules to automatically triggering PagerDuty alerts.

Use rules to set conditions for messages that require a PagerDuty alert, such as unreplied time or the keyword "urgent"), and Front will trigger a PagerDuty Escalation Policy for those messages automatically.

Like other integrations, you need to be an admin in order to enable the PagerDuty integration.


Part 1: Enable the integration

Step 1

Click the gear icon on the top right of Front and into the Company settings tab, and select Integrations from the left menu.

Step 2

Select PagerDuty from the list of integrations. Click to the Settings tab and toggle on Enabled.

Step 3

Click Sign in to Pagerduty and link your account. In the pop up authentication window, enter your PagerDuty credentials to sign into the integration.

Step 4

Choose the Service Name and Escalation Policy you'd like to use for the triggered Front message. Then click Finish Integration.

Step 5

Click Save to finish enabling the PagerDuty integration.

Part 2: Create rule in Front

Step 6

To create a rule for PagerDuty alerts, start by creating a new team rule.

Step 7

Set up your When and If conditions and choose the action Trigger in PagerDuty in the Then section.

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