Smart Ticketing and On-Call

Reduce clutter in your ticketing, chat, and on-call tools

Smart Ticketing and On-Call

Better Collaboration Across All Your Tools

Avoid ticketing clutter and pager fatigue. Intelligently route incident notifications through ServiceNow, JIRA, Slack, HipChat, PagerDuty, or any other collaboration tool of your choice.

Generate notifications based on pre-correlated incidents, not each individual alert.
Add context to tickets and on-call pages by embedding real-time insights.
Keep notifications updated in real-time across all your collaboration tools.

What it Does

What it Does

  • BigPanda reduces ticket clutter by detecting relevant alerts from all your monitoring tools and automatically creating tickets based on consolidated incidents.
  • BigPanda keeps tickets updated in real-time with two way communication. Thanks to two-way synchronization, the incidents maintained in BigPanda and the tickets issued by your collaboration tools are always kept up to date.
  • BigPanda enriches tickets with insight, helping you to understand the context of significant incidents from a steady stream of alerts.
How it Works

How it Works

  • BigPanda correlates alerts into meaningful incidents, then routes them to the people who need to see them using your existing ticketing or notification system.
  • The tickets include all pertinent details to facilitate collaborative troubleshooting, triage and incident resolution.
  • BigPanda automates alert correlation and noise suppression on the monitoring side. On the service assurance side, it automates ticketing and enrichment. This improves customer satisfaction.

Download white paper about Smart Notifications

Ticket Integration

Ticket Integration

A well-known retailer with multiple brands, has a mature instance of a ServiceNow ticketing system in a highly customized environment. As business in its three divisions grew, the IT Ops team was barely keeping up with the barrage of tickets. The retail giant implemented BigPanda to correlate thousands of alerts from many different monitoring tools into meaningful incidents in ServiceNow. Every incident is enriched with contextual information before the ticket is opened in ServiceNow. This ensures faster time to resolution.
Download the white paper about ServiceNow + BigPanda

On-Call Simplicity

On-Call Simplicity

Instructure is a SaaS technology company that makes learning management systems for education and corporate learning. Ten IT pros there received up to 10,000 alerts per month via PagerDuty, from a variety of underlying monitoring tools..  Due to the huge volume of on-call notification that they received, it was very difficult to identify actual problems in a timely manner.
As soon as they set up BigPanda, the team saw a 96 percent reduction of on-call notifications.  On-call tickets also automatically included additional information that helped on-call staff quickly gain context into how an issue was affecting the business, why it was happening, and what they should do about it. The result was a dramatic reduction in time-to-detection and overall MTTR.

Chat

Chat

If every incident update were to push a new message, your Ops chat rooms would be way too crowded. Thanks to integration between BigPanda and HipChat via HipChat Connect, Dev/Ops teams can view the status of consolidated BigPanda incidents in HipChat, including links to the incident details and relevant actions, right in the glance view beside the chat room.

Less clutter in HipChat rooms means less context switching to view incident details, leading to shorter resolution times and better collaboration across teams. HipChat users can see the incident status along with a description of all correlated alerts. They can take action from within HipChat, such as viewing the incident timeline and pausing updates. BigPanda/HipChat integration helps IT teams improve collaboration, eliminating the slow process of manually calling all stakeholders for every critical incident.

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