Case Study: Zendesk reduces incident triage time with incident.io

Zendesk cuts MTTT by 32% with incident.io

Zendesk, a major SaaS company, faced a challenge with 15 years of outdated and fragmented incident response tooling. Their homegrown system and PagerDuty setup had become difficult to maintain, causing slow triage times and reliance on institutional knowledge during critical incidents. They partnered with incident.io to implement its On-call and Response products to modernize and consolidate their process.

By deploying incident.io, Zendesk unified its alerting and on-call management onto a single platform. This solution enabled them to migrate 1,200 engineers in just 10 weeks. The results were significant: a 32% reduction in mean time to triage, over $500k in first-year savings, and the elimination of 800+ hours of annual toil. incident.io provided a foundational system that strengthened reliability across the entire company.

Zendesk