# How Zendesk uses incident.io

**$500k**: “saw over $500k in actualized savings”

As published on [incident.io](https://incident.io/customers/zendesk), April 2025. Captured by usedby on 2026-10-07.

- Company: [Zendesk](https://www.usedby.ai/companies/zendesk.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

## What the story says

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.

> 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.

- **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”

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

## What usedby checked

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

- Checked: the figure $500k is printed word for word on the page, near the name of Zendesk.
- Checked: the passage quoted above is copied word for word from the page, near the name of Zendesk.
- Checked: each number in our summary is printed on the page.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Zendesk 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/zendesk-incident-io · How we check: https://www.usedby.ai/methodology