Zendesk Migrates 1,200 Engineers to incident.io in 10 Weeks
Summary
Zendesk moved 1,200 engineers across 150 scrum teams off a 15-year-old homegrown incident system and PagerDuty onto incident.io in about 10 weeks, consolidating roughly 5,000 Datadog monitors. Zendesk reports mean time to triage fell 32% and more than $500k in first-year savings. VP Tom Monaghan said go-live produced no breakage.
Key Points
- Anna Roussanova, an engineering manager at Zendesk, leads the migration with one other full-time engineer plus rotating specialists.
- Zendesk cuts 253 escalation policies down to 153 during the migration.
- Tom Monaghan says AI now drafts incident documentation automatically, recovering hundreds of hours engineers previously spent writing it up.