Front Integration Guide

Integration Overview

PagerDuty’s enterprise-grade incident management platform enables custom alerting, escalation, and resolution processes for teams across the organization. Integrated with hundreds of monitoring and communication tools, PagerDuty powers more effective incident response and helps teams avoid similar incidents in the future.

Integration Benefits

• Trigger powerful SLA and incident alerts in PagerDuty from Front.
• Resolve urgent customer issues faster with powerful alerting in Front.
• Use Front’s rule engine to choose message conditions like “unreplied for 1 hour” or “contains keyword ‘urgent’” to set off PagerDuty alerts.
• Rely on the same incident management tool across your organization — whether the trigger is in your infrastructure or in your inbox.

About Front

Front’s rule engine to choose message conditions like “unreplied for 1 hour” or “contains keyword ‘urgent’” to set off PagerDuty alerts. Rely on the same incident management tool across your organization — whether the trigger is in your infrastructure or in your inbox. Front is a customer communication hub that surrounds every high-stakes conversation with team collaboration capabilities and contextual data to ensure responses are always fast, accurate and deeply personalized. Front’s modern interface is inspired by email clients, which team members love because it’s familiar and easy to use. Behind the scenes, powerful automation capabilities eliminate manual workflows across systems, and detailed analytics make it easy to improve team performance and the health of customer relationships.is the first inbox for teams that brings all your external communications into one place. Teams can collaborate around every communication channels — email, social, chat, voice and more.

Instructions

Part 1: Enable the integration

https://help.front.com/t/6329kn/how-to-enable-and-use-the-pagerduty-integration#part-1-enable-the-integration

• Step 1 Click the gear icon on the top right of Front and into the Company settings tab, and select Integrations from the left menu.
• Step 2 Select PagerDuty from the list of integrations. Click to the Settings tab and toggle on Enabled.
• Step 3 Click Sign in to Pagerduty and link your account. In the pop up authentication window, enter your PagerDuty credentials to sign into the integration.
• Step 4 Choose the Service Name and Escalation Policy you'd like to use for the triggered Front message. Then click Finish Integration.
• Step 5 Click Save to finish enabling the PagerDuty integration.

Part 2: Create a rule in Front

https://help.front.com/t/6329kn/how-to-enable-and-use-the-pagerduty-integration#part-2-create-rule-in-front

• Step 6 To create a rule for PagerDuty alerts, start by creating a new team rule.
• Step 7 Set up your When and If conditions and choose the action Trigger in PagerDuty in the Then section.

Support

Please contact api@frontapp.com for support.