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Incident.io

Building Investigations: what it takes to build an AI SRE

Oct 1, 2026 By Article In Incident.io
At incident.io, we've spent the last two years building Investigations, our AI SRE. When you get paged, it starts investigating straight away, looking across your telemetry, recent deploys, past incidents, docs and code, and posts what it's found in your incident channel (or on your phone, if it's 2am and you're still deciding whether you need to get out of bed). By the time you open your laptop, you're starting at step six of triage rather than step one.
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Incident.io

Almost excited to get paged

Sep 22, 2026 By Engineering In Incident.io
Six weeks into my internship, I was handed the biggest project I'd ever worked on: WhatsApp notifications for on-call paging. It was bigger by a large margin. When we scoped it out it broke into about a dozen chunks, each roughly the size of a whole project I'd done before. This is what I learned from it, and what it was like leading a project of that size as one of the most junior engineers at the company.
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Incident.io

We turned off Pub/Sub and nobody noticed

Aug 11, 2026 By Engineering In Incident.io
Like many modern software stacks, the incident.io platform is predominantly event-driven. For example, whenever you send us an alert, post a message to our agent on Slack, or update an entry in your Catalog - these are all events that then get enqueued on a message topic, meaning any of our downstream components that are interested in that event can subscribe and react asynchronously, such as sending a push notification or posting a reply to you in Slack.
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Incident.io

Institutional knowledge doesn't scale: Building an agentic data analyst

Aug 3, 2026 By Data In Incident.io
We’ve previously written about how deeply embedded data is in people’s day-to-day work at incident.io, and I’d have it no other way — demand for data is undoubtedly a good thing. What risks breaking at scale, however, is everything downstream of that demand: data-team capacity gets stretched thin, dashboard sprawl outpaces anyone's ability to maintain it, and stakeholders can't reach an answer without going through the data team.
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Incident.io

Dashboards aren't (quite) dead

Jul 29, 2026 By Data In Incident.io
Historically, non-technical stakeholders would’ve had most of their data questions answered either through pre-built dashboards or by asking their Data team (or equivalent). Self-serve analytics tools went a step further by offering safe, governed datasets built by Data teams which let non-technical users dig into data without having to worry about how it joins together, how metrics like “revenue” are defined, and so on.
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Incident.io

Don't add a read replica until you've read this

Jul 21, 2026 By Engineering In Incident.io
As the size and complexity of their relational database workload grows, every company eventually goes through the process of off-loading work on a read replica. It comes with lots of benefits, but at a cost of increased complexity. This article is about how we dealt with that, a lot of learnings, and some useful techniques. incident.io is an incident management product relied on by thousands of customers to be the thing that supports them through anything from a minor blip to a full outage.
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How Zendesk ditched 15 years of patchwork tooling, in 10 weeks

Jul 8, 2026 By incident-io In Incident.io
Zendesk replaced 15 years of homegrown incident tooling and PagerDuty by migrating 1,200 engineers across 150 teams onto incident.io in just 10 weeks, cutting mean time to triage by 32%, saving $500k+ in year one, and eliminating 800+ hours of annual toil, with zero incidents on go-live day. Tom Monaghan (VP of Engineering Productivity & Product Reliability) and Anna Roussanova (Engineering Manager) share how they pulled it off and what's next as Zendesk helps build Investigations, our AI agent that starts digging into incidents the moment an alert fires.
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Incident.io

Customers over control: how we measure On-call reliability

May 28, 2026 By Article In Incident.io
Our On-call product has a lot of great features: configuring escalation paths, viewing rotas and schedules, requesting cover, etc. However, when framing its reliability, we reduce it down to two critical pieces of functionality: It’s not that we’re happy if only these parts are working, but they are the most important parts. In this post, I'll go into more detail on how we think about their reliability.
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Incident.io

Engineering teams in 2027

May 19, 2026 By Article In Incident.io
There's a conversation I keep having with our design partners at incident.io. It starts when I ask "what are you doing with AI internally?" and lands in a similar place every time. The shape of how their engineering teams work is changing fast. Not in vague "AI is transforming everything" ways, but in concrete, repeatable patterns. Different companies are building the same things. The frontier teams are six to twelve months ahead of the average, and they're describing the same future.
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