Using PagerDuty actions in action flows

<body>
<p id="docs-hc-snippet" style="display: none;">Before you can include external actions in your action flows, you must connect the action builder to the external system.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can connect action flows to PagerDuty to automate incident management tasks like creating, updating, acknowledging, resolving incidents, and adding notes. Use a dedicated service account for secure integration. Available actions also include searching incidents and looking up users. This integration helps streamline collaboration and incident handling by linking support workflows with PagerDuty's incident and user management features.</p>
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<div class="body">
<div class="p">By connecting the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">action builder</a> to external systems, such as PagerDuty,
admins can integrate Zendesk with external systems in automated workflows, improving
collaboration and maintaining a seamless experience across multiple platforms.<div class="note" id="zug_action_flow_external_PagerDuty__note_i2z_jtz_v3c">
<span class="notetitle">Note:</span> The steps associated with external systems in action flows are
referred to collectively as <em class="ph i">external actions</em>.</div>
</div>
<div class="p">This article contains the following topics:<ul class="ul" id="zug_action_flow_external_PagerDuty__ul_ysp_sn4_zgc">
<li class="li"><a class="xref" href="zug_action_flow_external_PagerDuty.html">Using PagerDuty actions in action flows</a></li>
<li class="li"><a class="xref" href="#topic_fcs_gtn_g3c">Connecting PagerDuty to action builder</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fcs_gtn_g3c">
<h2 class="title topictitle2" id="ariaid-title2">Connecting PagerDuty to action builder</h2>
<div class="body">
<p class="p">Before you can include external actions in your action flows, you must connect the
action builder to the external system.</p>
<div class="p">When connecting to external systems for use in action flows, the following best practices are recommended:<ul class="ul" id="topic_fcs_gtn_g3c__d8e13">
<li class="li">All external actions performed by an action flow are attributed to the user who connected the
external system. Therefore, it's a best practice to use a dedicated service
account rather than personal credentials when connecting to each external
system.</li>
<li class="li">All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.</li>
<li class="li">When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To connect action builder to PagerDuty</strong><ol class="ol" id="topic_fcs_gtn_g3c__ol_psh_lk4_zgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Actions &gt; Action
flows</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">Create</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank">edit</a> an action flow.</li>
<li class="li">Open the step sidebar.</li>
<li class="li">Under <strong class="ph b">External actions</strong>, click <strong class="ph b">PagerDuty</strong>.</li>
<li class="li">Click <strong class="ph b">Connect</strong>.</li>
<li class="li">Follow PagerDuty's prompts to authenticate and complete the
connection.<p class="p">The PagerDuty connection uses the OAuth 2.0 authorization
code flow to securely access your PagerDuty account. Review the
permissions carefully before authorizing the connection. These
permissions allow action flows to manage incidents and users in your
PagerDuty account on your behalf. When you connect PagerDuty, you will
be redirected to PagerDuty to authorize access.</p>
<p class="p">The <code class="ph codeph">From
Email</code> field is required for certain PagerDuty token types.
If your integration requires it, provide the email address of the user
performing the action.</p>
<div class="note" id="topic_fcs_gtn_g3c__note_ilr_mtz_v3c">
<span class="notetitle">Note:</span> All external
actions performed by an action flow are attributed to the user who
connected the external system. Therefore, it is a best practice to use a
dedicated service account rather than personal credentials when
connecting to each external system.</div>
</li>
</ol>
</div>
<p class="p">After you've connected to the system, you'll see an indicator that it's connected and
details about the instance you're connected to, as well as the actions available for
PagerDuty.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_z1q_htn_g3c">
<h2 class="title topictitle2" id="ariaid-title3">Using PagerDuty actions in action flows</h2>
<div class="body">
<div class="p">The following PagerDuty actions are available:<ul class="ul" id="topic_z1q_htn_g3c__ul_jby_q44_zgc">
<li class="li"><a class="xref" href="#topic_lck_r44_zgc">Create incident</a></li>
<li class="li"><a class="xref" href="#topic_epg_35z_v3c">Update incident</a></li>
<li class="li"><a class="xref" href="#topic_vmc_h5z_v3c">Lookup incident by
ID</a></li>
<li class="li"><a class="xref" href="#topic_alf_24q_jjc">Search incidents</a></li>
<li class="li"><a class="xref" href="#topic_mjr_j4q_jjc">Create note on
incident</a></li>
<li class="li"><a class="xref" href="#topic_wfm_m4q_jjc">Acknowledge
incident</a></li>
<li class="li"><a class="xref" href="#topic_vmr_lkz_jjc">Resolve incident</a></li>
<li class="li"><a class="xref" href="#topic_lqp_skz_jjc">Lookup user</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_lck_r44_zgc">
<h3 class="title topictitle3" id="ariaid-title4">Creating an incident</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Create incident</em> action to create an incident in PagerDuty tied to
a specific service, useful for human-created incidents or orchestration flows
that require immediate incident creation.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lck_r44_zgc__table_dgb_n11_w3c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e226" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e228" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e226" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e228" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Title</code>,
<code class="ph codeph">Service</code><p class="p">Optional:
<code class="ph codeph">Details</code>, <code class="ph codeph">Urgency</code>,
<code class="ph codeph">Assignee User ID</code>, <code class="ph codeph">Incident
Key</code>, <code class="ph codeph">From Email</code></p>
<p class="p">The
Urgency field accepts two values: high or
low.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e226" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e228" style="text-align:left;vertical-align:top;">Incident details including ID, incident number, status,
title, service information, and HTML URL.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_epg_35z_v3c">
<h3 class="title topictitle3" id="ariaid-title5">Updating an incident</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Update incident</em> action to update fields of an existing incident
such as title, status (acknowledge or resolve), urgency, priority, or assignee,
useful for lifecycle changes or reassignments.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_epg_35z_v3c__table_xf2_1jz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e312" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e314" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e312" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e314" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Incident ID</code><p class="p">Optional:
<code class="ph codeph">Status</code>, <code class="ph codeph">Title</code>,
<code class="ph codeph">Urgency</code>, <code class="ph codeph">Priority</code>,
<code class="ph codeph">Assignee User ID</code>,
<code class="ph codeph">Resolution</code>, <code class="ph codeph">From
Email</code></p>
<p class="p">The Urgency field accepts two
values: high or low.</p>
<p class="p">The Status field accepts
values: triggered, acknowledged, or
resolved.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e312" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e314" style="text-align:left;vertical-align:top;">Incident details including ID, incident number, status,
title, urgency, service information, priority information,
and HTML URL.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_vmc_h5z_v3c">
<h3 class="title topictitle3" id="ariaid-title6">Looking up an incident by ID</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Lookup incident by ID</em> action to retrieve a single incident by its
unique ID for inspection or conditional logic.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_vmc_h5z_v3c__table_qtw_kjz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e404" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e406" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e404" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e406" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Incident ID</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e404" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e406" style="text-align:left;vertical-align:top;">Incident details including ID, incident number, status,
title, description, urgency, service information, and HTML
URL.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_alf_24q_jjc">
<h3 class="title topictitle3" id="ariaid-title7">Searching incidents</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Search incidents</em> action to list or search incidents with optional
filters such as status, date range, service, or urgency. This action is useful
for reporting or bulk automation decisions.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_alf_24q_jjc__table_yhf_pjz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e470" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e472" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e470" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e472" style="text-align:left;vertical-align:top;">Optional: <code class="ph codeph">Status</code>,
<code class="ph codeph">Service</code>, <code class="ph codeph">Urgency</code>,
<code class="ph codeph">Since</code>, <code class="ph codeph">Until</code>,
<code class="ph codeph">Limit</code>, <code class="ph codeph">Offset</code><p class="p">The
Urgency field accepts two values: high or low.</p>
<p class="p">The
Status field accepts values: triggered, acknowledged, or
resolved.</p>
<p class="p">The Since and Until fields use the ISO
8601 date format (for example, 2026-01-15
T10:00:00Z).</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e470" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e472" style="text-align:left;vertical-align:top;">Array of incidents with pagination information including
more flag, limit, offset, and total count.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_mjr_j4q_jjc">
<h3 class="title topictitle3" id="ariaid-title8">Creating a note on an incident</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Create note on incident</em> action to add a timeline note to an
incident that is visible in the incident timeline. This action is useful for
sharing updates or context.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_mjr_j4q_jjc__table_n25_xjz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e560" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e562" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e560" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e562" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Incident ID</code>,
<code class="ph codeph">Content</code><p class="p">Optional: <code class="ph codeph">From
Email</code></p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e560" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e562" style="text-align:left;vertical-align:top;">Note ID, content, and creation timestamp.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_wfm_m4q_jjc">
<h3 class="title topictitle3" id="ariaid-title9">Acknowledging an incident</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Acknowledge incident</em> action to acknowledge an incident and
indicate that someone has taken ownership, implemented as an update to incident
status.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_wfm_m4q_jjc__table_zlg_ckz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e632" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e634" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e632" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e634" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Incident ID</code>, <code class="ph codeph">From
Email</code>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e632" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e634" style="text-align:left;vertical-align:top;">Incident details including ID, incident number, status,
title, service information, and HTML URL.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_vmr_lkz_jjc">
<h3 class="title topictitle3" id="ariaid-title10">Resolving an incident</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Resolve incident</em> action to resolve an incident and close it,
implemented as an update to incident status. </p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_vmr_lkz_jjc__table_wmr_lkz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e700" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e702" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e700" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e702" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Incident ID</code><p class="p">Optional:
<code class="ph codeph">From Email</code></p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e700" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e702" style="text-align:left;vertical-align:top;">Incident details including ID, incident number, status,
title, service information, and HTML URL.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_lqp_skz_jjc">
<h3 class="title topictitle3" id="ariaid-title11">Looking up a user</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Lookup user</em> action to retrieve a single PagerDuty user by ID or
email. Provide either User ID or Email. If User ID is provided, it takes
precedence.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lqp_skz_jjc__table_nqp_skz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e769" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e771" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e769" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e771" style="text-align:left;vertical-align:top;">
<p class="p">Optional: <code class="ph codeph">User ID</code>,
<code class="ph codeph">Email</code></p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e769" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e771" style="text-align:left;vertical-align:top;">User details including ID, name, email, role, and HTML
URL.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
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