Incident

Setup & Configuration

Supported Incident Tools

Pylon integrates with incident management platforms via the App Directory:

• PagerDuty — Trigger PagerDuty escalations from Pylon

• Opsgenie — Trigger Opsgenie escalations from Pylon

• Incident.io — Connect customer issues to specific incidents

How It Works

Incident integrations are primarily driven through Pylon’s Triggers. You define conditions (e.g., issue is High Priority AND from an Enterprise customer) and set the action to create a PagerDuty or Opsgenie incident. This allows automatic on-call escalation based on customer issue properties.

Setting Up PagerDuty / Opsgenie

1. Install the integration from the App Directory

2. Create a Trigger with your desired conditions (priority, customer tier, tags, etc.)

3. Add the Send PagerDuty alert or Send Opsgenie alert action to the trigger

4. Configure the escalation target (service, rotation, etc.)

Best Practices

• Combine conditions for targeted escalation — don’t page on-call for every issue. Use filters like priority = high AND customer tier = enterprise.

• Set up SLA breach triggers that escalate to PagerDuty/Opsgenie when an SLA is about to breach, as a safety net

• Use Incident.io to link customer issues to broader incidents, giving your support team context on ongoing outages

Migration Specific Notes

• Recreate escalation rules — If your previous platform had PagerDuty/Opsgenie integrations, you’ll need to recreate the escalation logic as Pylon Triggers. Map your existing rules to trigger conditions + actions.

• PagerDuty incident resolution — Creating PagerDuty incidents from Pylon is supported.

• Test before enabling — Create your incident triggers in a disabled state, review the conditions, then enable. An accidental page to on-call is disruptive.