IT OPS
Intercom Report Spike → PagerDuty Escalation When Monitors Agree
Detects a surge of Intercom outage tickets, confirms against Datadog, and either escalates a PagerDuty incident (telemetry agrees) or logs a watch note (no telemetry) so on-call…
How it runs
The automated pipeline, trigger to output.
- TriggerNew outage-tagged Intercom conversationIntercom
- LogicSliding-window spike detection on report rate
- ActionCheck Datadog monitors + SLO burn for serviceDatadog
- LogicBranch: confirmed → escalate, else → watch
- ActionOpen PagerDuty incident on confirmationPagerDuty
- OutputFile low-urgency PagerDuty watch note when unconfirmedPagerDuty
What it does
Turns a burst of customer outage reports into a graded action. It measures the Intercom spike, asks Datadog whether monitors confirm degradation, and only triggers PagerDuty when both signals agree — otherwise it records a low-urgency watch note.
When to use it
When you want customer reports to be able to wake on-call, but only after telemetry corroborates them. Stops a handful of unrelated complaints from generating a midnight page while still catching real outages support sees first.
How it works
- 1The Intercom trigger fires on new outage-tagged conversations.
- 2A logic step rolls up the report rate over a sliding window to detect a true spike.
- 3A Datadog action checks the relevant service monitors and SLO burn.
- 4A logic branch decides: spike + alerting monitors → escalate; spike + healthy monitors → watch.
- 5On confirmation a PagerDuty action opens an incident with the report count and monitor links; otherwise a PagerDuty note (low urgency) is filed for awareness.
Set it up
What you configure once, before turning it on.
- 1Connect IntercomConversations, contacts, articles.
- 2Connect DatadogMetrics, traces, log search.
- 3Connect PagerDutyIncidents, on-call, escalations.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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