CASE STUDY
JAMS Software Moved Its Own Customer Support On-Call Off PagerDuty in Under an Hour
We built JAMS Incident Management, then moved our own support team onto it. It took less than an hour to move our on-call from PagerDuty to JAMS Incident Management.
Under 1 hr
PagerDuty to JAMS Incident Management, end to end
Seconds
To convert the PagerDuty schedules
Minutes
To set up the Zendesk webhook
Product
JAMS Incident Management
Software
North America>United States
Zendesk
Replaced
PagerDuty
About the Company
Every other case study on this site is about a customer. This one is about us. JAMS Software builds JAMS Scheduler, workload automation used by more than 850 customers, and JAMS Incident Management, on-call alerting that makes sure the right person picks up. JAMS Incident Management became available to everyone on September 1, 2026. We moved our own customer support team, a rotation of four engineers, onto it on September 18.
The Challenges
We were a PagerDuty customer for a few years. Before PagerDuty, when an after-hours call came into the JAMS customer support queue, it was routed to an outside answering service. The operator took notes, said they could not help, and phoned the on-call manager. PagerDuty replaced the answering service, and our engineers started answering their own phones and providing better customer support. PagerDuty worked, but it was expensive and full of features we would never use. We needed it to integrate with Zendesk, manage our on-call rotation, and handle alert escalation. We built JAMS Incident Management for teams like ours. We felt the pain of a feature-bloated tool with overdone AI hype at a price that was not worth it. We had a simple use case and needed a reliable product that matched it at a reasonable price.
The Solution
The hardest part of changing on-call tools is moving your schedules. Adding people and reconnecting your other infrastructure tools is quick. Rebuilding months of rotations, handoffs, and backup contacts by hand is not, and that is why teams stay on a tool they want to leave.
Our PagerDuty conversion tool moves people, teams, schedules, rotations, and escalation policies into JAMS Incident Management. It worked like a charm for us, and we hope it does for you too. You can run it yourself.
The Benefits
JAMS Customer Support started running on-call through JAMS Incident Management on September 18, 2026. Converting the PagerDuty schedules took seconds. Each engineer then had to accept an invitation, and the Zendesk webhook was set up and working in minutes. End to end, it took under an hour for Support to be up and running.
The after-hours flow now runs like this:
A customer opens a support ticket in Zendesk.
The ticket triggers an alert in JAMS Incident Management.
JAMS Incident Management calls whoever is on call. If they do not answer, it calls the next person.
An engineer in our on-call rotation acknowledges the page and gets to work on the customer's issue.
Does JAMS Incident Management use AI?
JAMS Software adds AI to its products for two reasons. It helps customers use the product well, including when they are troubleshooting. And it gets new customers set up faster. That is the approach behind the AI in JAMS Scheduler, and it is the same one here.
The AI in JAMS Incident Management answers questions from the documentation and helps you set up alerts. It makes suggestions and helps you build what you need. It does not make changes to your systems on its own.
There is a lot of hype around AI SRE today. In our experience with customers, very, very few have deployed any kind of autonomous AI SRE in production. Today, the vast majority of customers still need incident management for the basics: integrating with key platforms, handling their on-call rotation, and reliably escalating alerts to the right humans (not AI agents). That is what we built JAMS Incident Management to do, and to do exceptionally well. We will keep building it the way we have built our other products, by listening to our customers and making sure our products meet their needs, today and in the future, at a reasonable price.
If you are looking for an autonomous AI SRE product, JAMS Incident Management is not a good fit for you today. We will build more AI and autonomy into the product thoughtfully, as our customers need it.
The number one complaint from people coming off PagerDuty is that there is no easy way to convert schedules. So we built that into the product.
Kevin Casey
Director of Development, JAMS Software
What does JAMS Support get with JAMS Incident Management?
On-call moved off PagerDuty and onto JAMS Incident Management in under an hour, end to end
PagerDuty schedules converted in seconds
People, teams, schedules, rotations, and escalation policies carried over
Zendesk webhook set up and working in minutes
After-hours Zendesk tickets page the on-call engineer directly, and escalate to the next person if unanswered
A four-engineer rotation that replaced an outside answering service, then PagerDuty
