Case Study: Intercom streamlines incident response and improves customer updates with incident.io

Intercom consolidates 3 tools into 1 platform with incident.io in weeks

Intercom, a company that builds customer relationship software, faced challenges with a fragmented and inefficient incident management process. They relied on a combination of Slack, PagerDuty, and GitHub, which led to undocumented minor incidents, confusion during simultaneous events, and manual updates that slowed response times. This disjointed system negatively impacted their customer support teams and overall visibility. Intercom chose incident.io to replace their legacy tools with a consolidated, automated platform.

By implementing incident.io, Intercom consolidated three tools into one platform, replacing PagerDuty for on-call, manual workflows for response, and Atlassian Status Page for regional status pages. The solution from incident.io led to faster incident resolution, reduced cognitive load with AI-generated summaries, and improved customer trust through timely updates. Adoption spread quickly beyond engineering to customer support and go-to-market teams, fostering a company-wide culture of transparent incident response and collaborative problem-solving.

Intercom