Case Study: Intercom streamlines incident response with incident.io

How Intercom migrated from PagerDuty and Atlassian Status Page to incident.io in a matter of weeks

Intercom, a customer messaging and support company, was managing incidents across Slack, PagerDuty, GitHub, and Atlassian Status Page, which created fragmented workflows, inconsistent processes, and poor visibility. Minor incidents often went undocumented, and support teams had to chase engineers for updates, slowing response times and making it harder to learn from incidents.

Intercom adopted incident.io to centralize incident management with incident.io On-call, incident.io Response, and incident.io Regional Status Pages, replacing PagerDuty, manual workflows, and Atlassian Status Page. The migration was completed in just weeks and was described as smooth, with strong engineer adoption; the result was faster incident resolution, lower cognitive load through automated summaries and highlights, better documentation and visibility, and improved customer communication and trust.

Intercom

Brian Scanlan

Engineer