GuruSup + PagerDuty — Incident Support
Customer Communication During PagerDuty Incidents
When PagerDuty triggers an incident, GuruSup automatically activates incident mode — sending proactive customer notifications, deflecting duplicate tickets, and providing live status updates until the issue is resolved.
Key benefits
Automatic Incident Mode
PagerDuty incidents trigger GuruSup's incident mode. The AI acknowledges the issue to incoming customers, provides ETAs from your engineering team, and prevents duplicate ticket creation.
Proactive Customer Alerts
Notify affected customers before they contact you. GuruSup sends targeted messages via chat, email, or WhatsApp based on which services are impacted and which customers use them.
Post-Incident Follow-Up
After resolution, GuruSup sends all-clear notifications, shares root cause summaries, and requests feedback from affected customers. The incident retrospective includes customer impact data.
Frequently asked questions
How fast does incident mode activate?
Within seconds of a PagerDuty incident being triggered. The webhook fires immediately and GuruSup switches to incident messaging for affected services.
Can I customize incident messages per service?
Yes. Create custom incident templates per PagerDuty service. API outage gets technical language, while checkout outage gets customer-friendly messaging.
Does it track customer impact metrics?
Yes. For each incident, GuruSup tracks affected customers count, ticket volume spike, customer sentiment, and support cost. This data enriches your PagerDuty incident retrospectives.
