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PagerDuty: Connect incident response to every system that needs to act
PagerDuty manages incidents, escalation policies, on-call schedules, and service health across your operations. Tray connects PagerDuty so incidents trigger coordinated workflows across your stack, and agents can create, update, and route incidents with the right context from every connected system.
Automations
Integrations
Agents
Use cases
PagerDuty + Tray
PagerDuty is where incidents are created, prioritized, escalated, and resolved, with services, escalation policies, log entries, and on-call schedules keeping response organized. What it doesn't do is coordinate the work that happens around an incident: updating a CMDB record, syncing status to a customer-facing tool, notifying finance of an SLA breach, or triggering a post-mortem task when resolution is confirmed.
Tray bridges the gap, turning incident events into multi-step workflows that read from PagerDuty, apply logic, and write to every system that needs to respond.
See how different teams use Tray to take action from PagerDuty.
What you can do with Tray
IT
IT
If you work in IT or operations, these are common ways teams use Tray with PagerDuty to keep incident response coordinated and systems in sync.
- Sync incidents to your ITSM: Create or update ITSM records automatically when PagerDuty incidents are opened or escalated
- Update CMDB on service impact: Write affected service and configuration item data to your CMDB when a high-priority incident fires
- Trigger post-mortem tasks on resolution: Open a post-mortem ticket or task automatically when an incident is resolved
Engineering
Engineering
If you work in engineering, these are common ways teams use Tray with PagerDuty to connect incident signals to code, deployments, and monitoring tools.
- Create incidents from CI/CD failures: Fire PagerDuty incidents automatically when pipeline failures or deployment errors are detected upstream
- Attach log entries to incident records: Pull relevant log entries and append them as incident notes so responders have context without manual lookup
- Escalate unacknowledged incidents: Apply escalation policy logic and notify the next on-call user when an incident passes its acknowledgment window
Security
Security
If you work in security, these are common ways teams use Tray with PagerDuty to route security signals into incident response and keep remediation on track.
- Create incidents from SIEM alerts: Turn high-severity alerts from your security tooling into PagerDuty incidents with pre-populated priority and service fields
- Sync incident status to security platforms: Push acknowledgment and resolution updates back to your SIEM or SOAR as incident state changes in PagerDuty
- Enforce escalation policy compliance: Detect incidents that breach SLA windows and trigger escalation workflows or compliance notifications automatically
Support
Support
If you work in customer support, these are common ways teams use Tray with PagerDuty to keep support teams informed and customers updated during active incidents.
- Create PagerDuty incidents from support tickets: When support tickets cross a severity threshold, open a linked PagerDuty incident and assign it to the right service
- Post incident updates to support channels: Push status updates from active PagerDuty incidents to team channels or customer-facing status pages
- Close linked tickets on incident resolution: When a PagerDuty incident resolves, update or close the associated support tickets automatically
Revenue operations
Revenue operations
If you work in revenue operations, these are common ways teams use Tray with PagerDuty to surface incident impact on customer accounts and pipeline.
- Flag at-risk accounts during incidents: Cross-reference affected services with CRM account data and alert the owning rep when a customer-impacting incident opens
- Log incident impact to account records: Write incident details and resolution times to your CRM for customer health tracking
- Trigger SLA breach notifications to CSMs: Notify customer success managers when a priority incident affecting their accounts exceeds its resolution SLA
Finance
Finance
If you work in finance or compliance, these are common ways teams use Tray with PagerDuty to capture incident data for reporting, auditing, and cost tracking.
- Export incident summaries to reporting tools: Push resolved incident data, including priority, service, and resolution time, to BI tools or data warehouses for operational reporting
- Trigger compliance workflows on critical incidents: Open a compliance review task when a high-priority incident affects regulated services or data
- Capture log entries for audit trails: Pull incident log entries on a schedule and sync them to your compliance or audit system of record
Automations
Automations with PagerDuty and Tray
Tray connects to PagerDuty through scheduled checks and events from systems across your stack, such as a new ticket in Zendesk, a failed deployment in your CI/CD pipeline, or a high-severity alert from your SIEM. These signals trigger workflows that create or update PagerDuty incidents, apply escalation logic, and notify responders through the right channels.
Once an incident is open, workflows apply branching logic against incident priority, service, and log entry data, call connected systems to enrich context or drive parallel actions, and write results back, updating records in ServiceNow, posting status to Slack, logging impact to Salesforce, or closing linked tickets when resolution is confirmed. They can also be exposed as agent tools.
Integrations
Integrations with PagerDuty and Tray
PagerDuty sits at the center of your incident response layer, aggregating signals from monitoring, security, and operations tools and routing them to the right responders. Tray extends that layer across the rest of your stack: workflows carry incident context into ITSM platforms, communication tools, CRMs, and data warehouses, and write outcomes back to PagerDuty to keep incident records complete.
PagerDuty integration capabilities
Integrate PagerDuty with 700+ applications plus any system with an API using our HTTP connector. These domains reflect how teams work in PagerDuty.
Create, update, and act on incidents and alerts across your stack
- Create and update incidents: Set service, priority, escalation policy, and assignment when opening or updating incidents from external triggers
- Snooze incidents programmatically: Pause incident notifications for a defined window as part of a maintenance or change management workflow
- Update and retrieve incident alerts: Read alert details and update alert state to keep incident and alert records consistent
- Add notes to incidents: Append context, runbook links, or resolution steps as incident notes from connected systems
Agents
Build agents with PagerDuty and Tray
Tray agents turn PagerDuty incident data into action. They ground on approved context such as incidents, escalation policies, and log entries, then call governed tools across your stack to update records, notify responders, and coordinate resolution workflows in real time. Every outcome writes back to PagerDuty and connected platforms, so teams can ask, act, and audit in one continuous flow.
Ground agents with the incident context they need to act accurately
- Object scope: Access incidents, alerts, log entries, escalation policies, services, priorities, and users within the permissions of your configured credentials
- Freshness: Query incident state and log entries at run time to reflect current status; filter by service, priority, or time window as needed
Frequently Asked Questions
Find answers to common questions about our products and services.
How does Tray authenticate with PagerDuty?
Tray connects via OAuth2 on connector version 2.0 and above. Earlier versions use an API token generated in your PagerDuty account settings.
How does Tray detect events from PagerDuty?
Tray workflows are triggered by events in connected systems, such as a new support ticket or monitoring alert, which then create or update PagerDuty incidents. Scheduled checks can also poll PagerDuty for incident state changes, log entry updates, or open incident queues.
Which PagerDuty objects does the connector support?
The connector supports incidents, incident alerts, incident notes, log entries, escalation policies, services, priorities, and users. Operations include create, list, get, update, snooze, and note creation across those objects.
Can workflows write data back into PagerDuty?
Yes. Workflows can create incidents, update incident state and alerts, add notes, and snooze incidents from within any workflow or agent run.
How do approvals work for sensitive operations?
Workflows can require human sign-off before executing actions like bulk incident updates or escalation policy changes, routed through Slack, email, or any connected channel.
How do teams start small and scale with Tray + PagerDuty?
Most teams start with a single inbound trigger, such as a monitoring alert or support ticket, that creates a PagerDuty incident and notifies the right responder. From there, escalation logic, ITSM sync, and post-mortem steps can be added incrementally.
FAQs
Tray workflows are triggered by events in connected systems, such as a new support ticket or monitoring alert, which then create or update PagerDuty incidents. Scheduled checks can also poll PagerDuty for incident state changes, log entry updates, or open incident queues.
What comes standard with Tray
Whether your systems, data, or models run in the cloud or on-premises, Tray connects them in one secure platform. Every connection, workflow, and agent operates under IT governance with encryption, audit logging, and access controls built in. Security teams can trust that all integrations comply with enterprise network and authentication policies.
Universal connectivity
- Prebuilt connectors: 700+ connectors plus a universal HTTP connector for any REST API
- Custom connectors: Build custom connectors that behave like native ones
- Connect anywhere: Cloud or on-prem systems supported
On-premises connectivity
- Connect securely: Access on-premises systems, whether first-party or third-party
- Meet network requirements: Connect through approved configurations that align with enterprise security policies
- Enterprise protocols: Support multiple on-premises security standards for safe integration
Authentication management
- Secure credentials: Collect and store authentications with full encryption
- Encrypted data: Protect all data at rest and in transit
- Role-based control: Partition credentials by workspace and access level
Security and governance
- Certified compliance: SOC 2 Type II, GDPR, CCPA, HIPAA
- End-to-end protection: Encryption, detailed audit logs, scoped connections, and OAuth scopes