Link BoldDesk support tickets with existing PagerDuty incidents by searching for the incident ID. This helps support and operations teams to stay aligned on critical issues and track resolution progress directly within BoldDesk.

Steps to Link a PagerDuty Incident in BoldDesk

1. Navigate to the ticket you want to link with a PagerDuty incident.
2. Click Apps in the right sidebar and open the PagerDuty app.
3. Click Link Incident
   
   
   
   
   
4. Enter the Incident ID or Number and click Search.
5. Select the Incident to link with the ticket.
   
   
   
   
   
6. View the linked Incident details.
   
   
   
   
   
7. Update the Status from the Incident panel.
   
   
   
   
   
8. Click Timeline to view the incident history.
   
   
   
   
   

Adding a Note to a PagerDuty Incident

1. Click Notes in the linked incident panel.
2. Enter your message and click Add Note.
3. Once the note is added, it appears in the Notes section of the linked incident panel and is also synced to PagerDuty.
   
   
   
   
   

Adding a Responder to a PagerDuty Incident

1. Click the Add Responder in the linked incident panel.
2. Select the user / Escalation polices from the Dropdown.
3. Click Save to add/assign the responder.
   
   
   
   
   

Changing the Assignee of a PagerDuty Incident

1. Click the Reassign option in the linked incident panel.
2. Select the user / Escalation polices from the Dropdown.
   
   
   
   
   

Unlinking a PagerDuty Incident from a Ticket

1. Click the Unlink option in the respective linked Incident.
2. Confirm by clicking Unlink again.
   
   
   
   
   

FAQs

Q1: Can I link multiple PagerDuty incidents to the same BoldDesk ticket?
No. Each BoldDesk ticket can be linked to only one PagerDuty incident at a time.

Q2: Does updating the incident in BoldDesk also update it in PagerDuty?
Yes. Status updates, notes, and responder changes sync automatically to PagerDuty.

Q3: Can I relink a ticket after unlinking an incident?
Yes. After unlinking, you can link the ticket to the same or a different incident.

Q4: Does unlinking affect the PagerDuty incident?
No. Unlinking in BoldDesk does not modify or delete the incident in PagerDuty.

Related Articles

• Installing and Configuring the PagerDuty App in BoldDesk
• Creating a PagerDuty Incident from a BoldDesk Ticket