What’s New: Automation Actions in the PagerDuty Application for Zendesk

Recent years have heightened customer demands, causing 68% of customer service agents to feel overwhelmed, according to a Zendesk CX Trends report. PagerDuty believes that enhancing the workflow of these agents leads to improved customer interactions and stronger brand relationships. To this end, PagerDuty has deepened its integration with Zendesk, introducing PagerDuty Automation Actions within the PagerDuty application for Zendesk. This feature enables agents to quickly diagnose and resolve incidents by connecting to corrective automation, which reduces resolution times and alleviates the workload on backend teams. Automation Actions empower agents to handle customer-impacting issues efficiently, reducing the need for escalation to engineering teams and allowing them to focus more on customer relationship management. Automation not only standardizes responses to recurring problems but also minimizes mistakes in manual tasks, ultimately improving agents' efficiency and reducing time to resolution.