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How Zendesk uses incident.io

$500k

“saw over $500k in actualized savings”

As published on incident.io, April 2025. Captured by usedby on Oct 7, 2026.

What happened

Zendesk replaced a 15-year-old homegrown incident tool and its PagerDuty on-call setup with incident.io for on-call and incident response. The migration covered its engineering teams, consolidated alert sources and escalation policies, and used a service catalog to keep team ownership accurate.

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

  • 800 hours“Zendesk eliminated more than 800 hours of annual toil”
  • 32%“mean time to triage fell 32%”
  • 153“253 escalation policies were cut to 153”
  • 1,200“150 scrum teams, 1,200 engineers, and more than 5,000 monitors, in roughly 10 weeks”

With alert routing consistent and the right people reaching incidents automatically, mean time to triage fell 32%, and mean time to resolve is trending down with it. In its first year on incident.io, Zendesk eliminated more than 800 hours of annual toil and saw over $500k in actualized savings.

From the page. incident.io, captured Oct 7, 2026

If you took incident.io away tomorrow, we'd really struggle. It's foundational to our incident response.

Anna Roussanova, Engineering Manager, Zendesk. Source, captured Oct 7, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 7, 2026.

  • The figure: $500kCheckedPrinted word for word on the page, near the name of Zendesk.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Zendesk.
  • The numbers in our summaryCheckedEach one is printed on the page.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • Zendesk uses incident.ioCheckedConfirmed line. Latest check across sources: Oct 7, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

75%“75% reduction in legal ticket cycle times”Zendesk uses Levelpath. Another tool at Zendesk80%“Approximately 80% of our initial incident-response workflow is now automated.”Kaizen Gaming uses incident.io. Another customer of incident.ioUp to 10x“Up to 10x faster response time”Turbopuffer uses incident.io. Another customer of incident.io