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

• For configuring the webhook in ClearFeed: Webhook Actions

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

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.