Cutting Response Time in Half while Increasing our Support Ticket Volume

PagerDuty prioritizes customer satisfaction by implementing a set of unique tools and processes to address support issues efficiently. To maintain a swift response time, they developed a dashboard that visually tracks open tickets, enabling agents to manage their workload and ensure timely responses within a two-hour window. In instances where this internal service level agreement (SLA) isn't met, a PagerDuty incident is triggered, escalating the issue among team members via HipChat, ensuring collaborative problem-solving. Their commitment to customer satisfaction is reflected in their high ratings, with monthly scores consistently near 100%, facilitated by Zendesk's automated emails and GoodData analytics. Additionally, tools like Olark, JIRA, and Skitch are utilized to streamline communication and support, underscoring PagerDuty's dedication to transparent and effective customer service.