The PagerDuty integration in BoldDesk enables support and engineering teams to respond to incidents more efficiently by syncing alerts and on-call schedules with your ticketing system.

Key Features of the PagerDuty–BoldDesk Integration

1. Incident Linking

• Link a BoldDesk support ticket to a PagerDuty incident.
• Provides unified tracking for both support and engineering teams.
• Helps ensure consistent communication about incident status.

2. Real‑Time Incident Sync

• Automatically syncs key PagerDuty updates:
  • Incident status
  • Priority changes
  • Responder assignments
• Ensures BoldDesk tickets always reflect the latest incident state.

3. Incident Details Access

• View detailed PagerDuty incident information directly inside BoldDesk:
  • Title and description
  • Impacted services
  • Assigned responders
  • Incident timestamps

Install and Configure PagerDuty App in BoldDesk

This section describes how to install, authenticate, and configure permissions for the PagerDuty app in BoldDesk. To install and configure the PagerDuty app, follow these steps:

1. Go to Admin → Marketplace.
2. Search for and select the PagerDuty app.
3. Click Install.
   
   
   
   
   
4. Enter your PagerDuty Username and API Key in the appropriate fields, then click Verify & Continue.
   
   
   
   
   
5. App permissions allow you to manage access to integrated applications within your organization. You can control who can read, modify, and use applications based on roles. Learn more on Managing App Permissions and Visibility.
   
   
   
   
   
6. Click Save to complete the setup.

Setting Up PagerDuty Notifications

To receive incident alerts directly on your email, phone call, or SMS, follow these steps:

1. Log in to your PagerDuty account.
2. Click on your profile icon and go to My Profile.
3. Under the Email section, click + Add Email Address.
4. Select the Contact Information tab.
5. Scroll to the Phone section and click + Add Phone Number.
6. Enter your phone number and follow the verification steps.
7. To receive SMS alerts, click + Add SMS Number under the SMS section and complete the setup.
8. Once the setup is complete and verified, PagerDuty will send notifications to your phone based on your configured notification rules.
   
   
   
   
   

Configuring Notification Rules

To define how and when you receive alerts:

1. Go to your My Profile page in PagerDuty.
2. Click on the Notification Rules tab.
3. Under High-Urgency / Low-Urgency Incident Rules, click + Add Notification Rule.
4. Define how and when you want to be notified:
   • Email: Receive alerts immediately at work or personal email.
   • Phone Call: Get a call instantly on your registered number.
   • SMS: Receive text messages when incidents are assigned.
     
     
     
     
     
5. An email notification will be received as shown in the image below.
   
   
   
   
   
6. A phone notification will be received as shown in the image below.
   
   
   
   
   

FAQs

Q1: Do I need admin permissions in PagerDuty to use the integration?
You need permission to generate an API key and access incident data. Full admin access is not required unless modifying PagerDuty service configurations.

Q2: Can multiple BoldDesk tickets link to the same PagerDuty incident?
Yes. Multiple tickets can be associated with a single incident to maintain consistent tracking.

Q3: What happens if my PagerDuty API key expires?
BoldDesk will not sync updates until a valid API key is re‑entered in the integration settings.

Q4: Does the integration support two‑way sync?
No. BoldDesk syncs incident data from PagerDuty to BoldDesk but actions within BoldDesk do not modify PagerDuty incidents.

Related Articles

• Link, Update, and Unlink PagerDuty Incidents in BoldDesk Ticket
• Creating a PagerDuty Incident from a BoldDesk Ticket