# How Intercom uses incident.io

As published on [incident.io](https://incident.io/customers/fin), March 2024. Captured by usedby on 2026-10-07.

- Company: [Intercom](https://www.usedby.ai/companies/intercom.md)
- Tool: [incident.io](https://www.usedby.ai/tools/incident-io.md)
- Industry: [Sales Tech & CRM](https://www.usedby.ai/companies/industry/sales-tech-crm.md)
- Teams: Engineering, Customer Support, Go-to-market

## What the story says

Intercom replaced PagerDuty, Atlassian Status Page and manual in-house Slack workflows with incident.io for on-call, incident response and regional status pages. Engineering, customer support and go-to-market teams now handle incidents in one place.

Summary written by usedby from the source page, in English. The figures are those of incident.io and Intercom, not ours.

> Adoption rapidly spread beyond engineering to customer support and go-to-market teams, creating a transparent, company-wide incident response culture.

> The transition was incredibly smooth. Our engineers immediately preferred incident.io over PagerDuty, and adoption across the broader company quickly followed.
>
> Mark Gorman, Technical Program Manager

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the passage quoted above is copied word for word from the page, near the name of Intercom.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Intercom uses incident.io. Confirmed line. Latest check across sources: 2026-10-07.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/intercom-incident-io · How we check: https://www.usedby.ai/methodology