Case Study: PagerDuty achieves better product solutions and customer delight with UserVoice

Bad Ideas Are Just Insufficiently Explained Ideas for PagerDuty

PagerDuty is an incident‑response platform that aggregates and routes alerts from monitoring tools. Though the product is technical, PagerDuty actively engages customers on UserVoice and faces the common challenge of sorting through user suggestions that appear to be "bad" ideas — i.e., proposals that are the wrong solution to a real problem rather than nonsense.

PagerDuty tackles this by asking questions to uncover the underlying need and then proposing better alternatives: for example, offering read‑only accounts instead of turning off security, and building an API to prevent duplicate work across systems. The result is secure, practical fixes that save development time and money, solve customers’ real problems, and strengthen trust and engagement with the user community.

PagerDuty

Alex Solomon

Chief Executive Officer