Does your team deal with too much noise? Does your heart sink a bit when you think about how much your rulesets have sprawled in order to manage your event processing needs? That’s why we released Event Orchestration earlier this year to help teams reduce the amount of manual work that goes into event management. Event Orchestration is the next evolution of our Event Rules feature set, which helps to route, enrich, and modify events on ingest to remove noise and automate processes.

Today, we are excited to open Early Access for our improved Dedicated Incident Slack Channel. These improvements include: In order to take advantage of this feature you need to upgrade to Slack on WebHooks V3 and request Early Access from PagerDuty support. Once you are on the right version and have early access, there are two ways to create a dedicated incident channel.

The past few years have led to a significant increase in customer demands, and customer service agents are feeling the pressure. According to a recent Zendesk CX Trends report, 68% of agents report feeling overwhelmed. Here at PagerDuty, we believe that happier customer service agents lead to more positive customer interactions and stronger relationships with your brand.

Following another successful PagerDuty Summit, development continues across several areas of the product. We’re excited to announce a new set of updates and enhancements to the PagerDuty Operations Cloud. Recent updates from the product team include Incident Response, PagerDuty® Process Automation and PagerDuty® Runbook Automation, Partner Integrations & Ecosystem, as well as Community & Advocacy Events updates.

This is the second piece in a series about automated diagnostics, a common use case for the PagerDuty Process Automation portfolio. In the last piece, we talked about the basics around automated diagnostics and how teams can use the solution to reduce escalations to specialists and empower responders to take action faster. In this blog, we’re going to talk about some basic diagnostics examples for components that are most relevant to our users.

“Customer service software has evolved so much these past ten years, but they all seem to be solving the same problems!” This was a statement made by a Customer Service leader in a recent brainstorming conversation around decreasing overall Response Times and Resolution Times.