Story
PagerDuty
ConfluenceHow Confluence Runs Incident Response on Incident Management
Confluence, an information technology organization in Australia, uses Incident Management from PagerDuty to support incident response for on-call engineers.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because log investigation has a clear owner |
| Productivity | Handoffs in incident response sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how incident response actually runs |
Story
Confluence is based in Australia and runs information technology operations at a scale where log investigation cannot live in side channels. On-call engineers were reconciling competing copies of the same work, which slowed incident response and hid who owned the next step.
The company runs incident response on PagerDuty, with Incident Management as the product on-call engineers actually open. PagerDuty is an operations cloud for incident response, on-call, and event intelligence used by digital operations teams. For Confluence, that means on-call engineers can open one workflow, see log investigation, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for log investigation.
