Case Study: Zendesk achieves faster, more informative incident analysis with PagerDuty

Zendesk Incident Analysis That’s Less Manual, More Informative

Zendesk needed a better way to learn from incidents after finding its post-incident analysis process was extremely manual and time-consuming. Incident Managers were spending hours combing through Slack, Zoom recordings, logs, and reports to piece together findings, with some analyses taking 5–6 hours before using PagerDuty’s Jeli product.

PagerDuty implemented Jeli to automatically collect incident data, streamline retrospectives, and surface actionable insights through features like timelines, tagging, and narrative summaries. Zendesk reduced incident analysis time by about 80%, cut out manual processes, increased retrospective attendance by roughly 25%, and improved engagement while lowering burnout and dread around incident follow-up.

Zendesk

Dara Garvan

Engineering Manager