Ticketing & ITSM

PagerDuty

Run PagerDuty incidents, on-call, and services from Dex - list and triage incidents, see who is on call, and manage teams per customer.

Dex connects to the PagerDuty REST API v2 so admins can run incidents and on-call conversationally - list and filter incidents by status and urgency, browse services, users, schedules, and escalation policies, and acknowledge, resolve, snooze, or create incidents (attributed to a stored From user). Employees can ask who is on call for their team right now through Dex Go, answered from team members and schedules. Available as an MSP global app: one shared REST API key covers every customer, and each Dex tenant is confined to one PagerDuty Team via its 7-character team_id.

Start free →See Dex Live

What Dex does with PagerDuty

Dex handles both admin workflows and employee self-service — all policy-guardrailed and audit-logged.

For admins (Dex Pro)

List and filter incidents by status (triggered, acknowledged, resolved) and urgency (high, low) for this Team
Browse services, users, schedules, and escalation policies scoped to this Team
See who is on call for a Team from its members, schedules, and escalation policies
Acknowledge, resolve, snooze, or create incidents from the MSP master, attributed to a stored From user - with approval
List and read Teams and their members, and create a new Team from the MSP master - with approval
Deploy as an MSP global app - one shared REST API key, each customer confined to its PagerDuty Team via team_id

For employees (self-service)

Find out who is on call for your team right now
See your team's schedules and escalation policies
Check which members belong to your team

Just ask Dex

Your team types a request in plain language. Dex investigates, plans, and executes — with the right guardrails.

Admin prompts

>List all triggered and acknowledged incidents for this team
>Show me the high-urgency incidents from the last 24 hours
>Who is on call for this team right now?
>What services and escalation policies does this team have?
>Find the PagerDuty user for jsmith@example.com

Employee prompts

>Who is on call for my team right now?
>What are my team's on-call schedules?
>Who is on my team in PagerDuty?

Policy actions

Every action Dex can take on PagerDuty is declared, scoped, and guardrailed. Admins control which apply, who approves them, and whether they're limited to self-service.

Action	What it does	Guardrails
`pagerduty_list_incidents`	List PagerDuty incidents for this Team	—
`pagerduty_list_services`	List PagerDuty services for this Team	—
`pagerduty_list_users`	List PagerDuty users for this Team	—
`pagerduty_list_oncalls`	List PagerDuty on-call entries (master connection only; not team-filterable)	—
`pagerduty_list_schedules`	List PagerDuty schedules for this Team	—
`pagerduty_list_escalation_policies`	List PagerDuty escalation policies for this Team	—
`pagerduty_list_log_entries`	List PagerDuty log entries for this Team	—
`pagerduty_get_team`	Read this PagerDuty Team	—
`pagerduty_list_team_members`	List members of this PagerDuty Team	—
`pagerduty_list_teams`	List every PagerDuty Team (master connection only)	—
`pagerduty_create_team`	Create a PagerDuty Team (master connection only) - new customer partition	approval
`pagerduty_create_incident`	Create a PagerDuty incident (requires From header; not team-isolated on a scoped child)	approval
`pagerduty_acknowledge_incident`	Acknowledge a PagerDuty incident (requires From header of a PD user)	approval
`pagerduty_resolve_incident`	Resolve a PagerDuty incident (requires From header of a PD user)	approval
`pagerduty_snooze_incident`	Snooze a PagerDuty incident (requires From header of a PD user)	approval

How to configure PagerDuty

Onboarding takes minutes. Dex validates your credentials before saving them.

Setup steps

1
In PagerDuty, go to Integrations > API Access Keys (or Account Settings > API Access) and create a REST API key for Dex. Use a REST API key, not an Events API routing key.
2
For MSPs, leave team_id blank on the master connection so Dex can list Teams and look up each customer's 7-character Team id.
3
On each tenant connection, set team_id to that customer's Team id (e.g. PQ9K7I8) to confine every call to that Team.
4
Optionally set from_email to the email of a PagerDuty user - required as the From header for incident create, acknowledge, resolve, and snooze writes.
5
In Dex, enable the PagerDuty integration and paste the REST API key. Dex validates the credentials with a live read before saving.

Credentials required

api_token: PagerDuty REST API key from Integrations > API Access Keys (not an Events API routing key)
team_id: Optional 7-character PagerDuty Team id - blank on the MSP master, set per tenant to confine every call to that Team
from_email: Optional email of a PagerDuty user, used as the From header on incident writes - leave blank for read-only

Requirements

•A PagerDuty account with a REST API key that can read Teams
•For incident writes, a from_email of a real PagerDuty user on the account (the From header)
•By-id incident, service, and user reads plus GET /oncalls and the Teams roster stay on the MSP master - a scoped child lists via forced team_ids[] instead
•For MSPs, the integration deploys as a global app with per-tenant scoping by team_id

Related integrations

See Dex run PagerDuty

Book a 30-minute walkthrough with our team and see how autonomous IT works in your environment — or get started for free.

Start free →See Dex Live Browse all integrations →