incident.io

incident.io helps support teams stay informed, aligned, and confident when incidents impact customers.

This integration brings real-time incident context directly into Zendesk, so agents always know what's happening, without chasing updates from Engineering.

What you can do with incident.io in Zendesk

• View live incident context inside Zendesk tickets: Surface incident status, severity, and updates directly where agents work, so responses stay accurate and consistent.
• Keep customer communication aligned: Ensure Support teams share the latest, approved messaging during incidents, reducing confusion and duplicate escalations.
• Improve coordination between Support and Engineering: Link tickets to incidents so Engineering understands customer impact, while Support stays fully informed without switching tools or missing context.
• Reduce resolution time and internal noise: Fewer Slack pings, fewer internal escalations, and faster, more confident responses to customers.
• Learn from incidents after the fact: Understand how incidents impacted customers and Support workload, helping teams improve processes over time.

Data & privacy: To power this integration, incident.io accesses Zendesk ticket metadata (e.g., ticket ID, status, subject) and user identifiers to link tickets to incidents and display incident context in Zendesk. We store the minimum needed to maintain these links and do not sell Zendesk data. Read our privacy policy here.