# Paging Critical Incidents to PagerDuty using ClearFeed Automations

ClearFeed can automatically trigger PagerDuty incidents for urgent or high-priority requests. This recipe walks you through configuring a webhook to send events to PagerDuty whenever a critical ticket is created or updated.

## **Set Up the PagerDuty Integration**

Use ClearFeed Automations to send a webhook to PagerDuty’s Events API.

Steps:

* Create a new Automation in ClearFeed.
* Set the trigger to **“Ticket Created”** or **“Ticket Updated”**.
* Add a **Webhook Action** that posts to the PagerDuty Events API.
* For API reference: [PagerDuty Events API v2 Overview](https://developer.pagerduty.com/docs/events-api-v2-overview)
* For configuring the webhook in ClearFeed: [Webhook Actions](https://docs.clearfeed.ai/clearfeed-help-center/clearfeed-helpdesk/automations#webhook)

## **Identify High-Priority Tickets**

You can decide which tickets should trigger a PagerDuty incident using:

* Manually assigned priorities (e.g., **High** or **Urgent**)
* ClearFeed's ML classifier to auto-label urgent requests
* Separate collections for high-value customers
* A custom AI prompt to compute priority dynamically
  * Configure the prompt to set priority
  * Trigger the PagerDuty webhook when the ticket priority becomes **Urgent**
  * See: [Auto-fill Fields with AI](https://docs.clearfeed.ai/clearfeed-help-center/clearfeed-helpdesk/automations/automation-actions#auto-fill-fields)

## Example automation to identify and escalate high priority tickets with AI

This section shows an end-to-end example of using AI to classify new requests and automatically trigger a PagerDuty webhook for critical incidents.

### Overview

The automation flow works as follows:

* **Trigger** → On Ticket Creation
* **Action 1** → Use AI to classify if the ticket is critical
* **Condition** → Check if the classification returns `True`
* **Action 2** → Call PagerDuty webhook

### Step-by-Step Setup

Login to the ClearFeed Web Application, go to `More` on the Left Nav and select `Automate`. Create a new Automation as follows:

#### 1. Set the trigger

1. Click `Create automation`.
2. Click `Add trigger` and set the Trigger to `Ticket Creation`.
3. (Optional) Add a small delay (e.g., 1 minute). This allows for additional context to be gathered if the user types multiple messages quickly.

#### 2. Use AI to classify the ticket

4. In the `Action` block, click `Add action` and choose `Auto-fill Fields`.
5. Provide instructions to the AI to classify the request. Here's an example prompt:

   ```
   ## Task
   You are given a Conversation between the requester and the responders. Your job is to generate accurate values for the field below.

   - The Conversation includes messages, each prefixed with its author type — either **Requester** or **Responder**
   - Read all the messages carefully in the order they were sent.
   - Use context from both the Requester and the Responder to determine the correct field values.

   ## Conversation:
   {{request.all_messages}}

   ## Field

   ### Name
   is_critical:

   ### Description
   Whether the request represents a critical incident that requires immediate paging

   ### Values

   * True
     * Return a value of True if the request indicates a critical issue that requires immediate attention. Examples:
     * "Production is down"
     * "Our API is returning 500 errors"
     * "Users cannot log in"
     * "Database connection failed"
     * "Payment processing is broken"

   * False
     * Return a value of False for non-critical issues or routine requests. Examples:
     * "How do I configure the widget?"
     * "When will feature X be released?"
     * "Minor UI issue on the settings page"
     * "Can you update my permissions?"
   ```
6. In the `Output Configuration`, select `Create Automation Variables` and click `Add Variable`:
   * **Variable Name:** `is_critical`
   * **Data Type:** Boolean
   * **Description:** Whether the request represents a critical incident requiring immediate paging
   * **Required:** Yes
7. Use the test interface to test the prompt on previous requests and refine as needed.

#### 3. Add a condition for critical tickets

8. Click `Add a Condition` to filter which tickets should trigger the PagerDuty webhook.
9. Select the `Action - is_critical` field.
10. Set the condition to `is set to` - `True`

#### 4. Configure the PagerDuty webhook

11. Add another action below the condition and select `Webhook`.
12. Configure the webhook to post to the PagerDuty Events API v2:

```json
{
  "routing_key": "YOUR_PAGERDUTY_INTEGRATION_KEY",
  "event_action": "trigger",
  "dedup_key": "{{request.id}}",
  "payload": {
    "summary": "{{request.title}}",
    "severity": "critical",
    "source": "ClearFeed",
    "custom_details": {
      "request_url": "{{request.web_url}}",
      "requester": "{{request.requester.name}}"
    }
  }
}
```

13. Set the HTTP method to `POST` and the URL to `https://events.pagerduty.com/v2/enqueue`.

#### 5. Save and activate

14. Select the Collection(s) where this automation should apply.
15. Click `Save` to activate the automation.

## **Best Practices**

* Test with non-critical tickets before enabling on production channels.
* Add safeguards in your automation to avoid noise or accidental paging.
* Review automation rules periodically to ensure only real incidents trigger PagerDuty.