Incident.io Reviews

Incident.io is a super app that you can easily set up, use and integrate with other 3rd party applications to ensure relevant stakeholders are notified to resolve any unplanned activity.

At no time will you need customer support, but at the same time they are always available to assist. Not to forget the features available i.e. classifying incidents per severity, incident lead, brief description space ensuring efficient incident management and readiness anytime

The fact that it has not yet inculcated any AI feature to help in summarizing and preparing the incident, learnings and post-incident activities.

The incident.io app enabled the organization to stay ready at any time to manage, support and resolve customers whenever an incident occurred.

Further, we were able to perform retrospective reports and tweak rules and incident policy to match business and stakeholder needs.

We kept trying to implement Incident Response processes but couldn't get people to leave Slack to use a new tool. Incident.io lets us build a dynamic and powerful IR process in Slack which out team is already familiar with.

Their intro plan can be a little limited with only a few integrations and automations available by default.

Helps everyone in the company including non-techincal folks to report incidents and remain aware of what's going on. In a small startup keeping track of the little fires can be immesely helpful and this helps keep discussions for each incident organized with easy to use postmortem tools.

incident.io has drastically reduced the additional cognitive load on stakeholders involved in the Incident Response lifecycle in our company. It has great usability that removes operational tasks of organization, documentation and structuring from the path that make us focus almost 100% of our effort on tasks that will actually contribute to mitigating and, subsequently, resolving that incident.

Another advantage is the tools it provides us with to also improve the pre- and post-incident cycle based on data and enforced routines.

The effort to integrate incident.io with our main tools, in addition to the necessary setups in the tool itself, were practically nil. Really very easy to operate and configure.

Additionally, the customer service team has been incredibly responsive and helpful. The resolution time for the few problems we had was extremely quick, in addition to all the attention they gave to exposing our needs, some of which were incorporated into the platform within a few months/weeks.

In a very short time, incident.io became an essential tool in the day-to-day life of our engineering team, with smooth adoption and without generating much friction or learning overhead.

I believe there are some things that could be more configurable, such as the types of events that should become messages in the incident feed on the slack channel. Sometimes the feed becomes excessively polluted. But this is a minor issue, nothing that really interferes with our day-to-day work.

We are a SaaS and we are focused on reducing Mitigation Time for high/mid severity incidents, in addition to better mapping low severity incidents in order to prevent them from happening recurrently and preventing the expansion of their impacts on our customers and the productivity of our product/engineering team.

The tool helps us focus on what really needs to be done to mitigate and resolve the issues that are happening during the incident. We can, for example, dump information and then reorganize or filter it more carefully. Furthermore, structuring communication allows more people to participate more effectively, without the need to interrupt the response flow at all times to understand what is happening and the current state of response.

For the post-incident flow, all the data analysis tools, in addition to the learning flows themselves that generate greater enrichment of incident data, are things that have helped us a lot to understand where our main problems are and how to attack them. .

An easy and well thought out way to handle incidents and share information and status updates with minimal overhead.

We use Slack in the organization as the primary information channel, and the Slack integration performs flawless and makes it possible to interface with incident.io primarly using Slack.

I'm also very fond of the statistics found in incident.io.

I'm expected to be able to document historical incidents, and I can find what I need in the tool.

There is really nothing to actually dislike about incident.io

Sharing, documenting and handling incidents in a structured manner

The Slack integration is excellent, one of the best integrations I've seen. Out-of-the-box workflows are excellent, and it makes it easy for engineers to onboard into the tool.

We have too many tools for managing incidents and system status overall, and we'd prefer much stronger integrations with other tools (like Pagerduty, Datadog, etc) or more functionality in one place.

Improving our organizational incident response, reducing MTTA and MTTR

When we were looking for a tool to improve the experience for both our incident response teams as well as for communicating effectively with management, incident.io came through on both counts.

Nicely designed layouts assist in the communication and a good degree of workflow customization allowed us to match our existing process and plug in the automation without a lot of additional learning curve for the team. Integrating with the multiple other cloud services that we use was straightfoward and intuitive.

Also, their customer success and responsiveness to bug reports and feature requests is superb.

While I can pull data out for summary reporting, the in-product experience is pretty limited.

As noted earlier, incident.io is helping with the toilsome aspects of incident response through automation and enabling better status communication to our CS and executive teams.

Incident.io is a fantastic platform for managing incidents, customer status pages, and infrastructure catalogs. We love that it is slack-centric, but also web-native. In particular, the deep integration with Jira for followups, the ability to create templated "learning paths" for doing all the retros in Notion and other tools is just really great.

Incidents are tough, and having all of the information in one central place that ties into the tools you use every day, is a real pleasure.

We've gotten extra value out of running "non-outage" incidents, like version release roll-outs and bug investigations as well. It was easy to configure other types of incidents, with custom fields and workflows.

I use it every week for a variety of purposes.

Customer Support has been fantastic, and the Incident.io team is always open to to constructive feedback and feature/bug fix requests.

It also integrates will with Atlassian Statuspage and Pagerduty for those kinds of tasks.

All new public incidents are announced by the slack app, even if it's not an "outage", like a product release, or a bug investigation. This can make for a little bit of alarm fatigue from the engineering dept.

It's also a bit tricky to get folks to think about Incidents more Holistically, in that an "incident" to those are are new to incident management, evokes the vision of a SEV0/SEV1 all things are broken problem, and it can be some effort to get teams to realize that minor and limited scope problems can be incidents too.

That's not the fault of incident.io, but more of a need to really educate teams that use the product, to lower the bar, and use the triage features if there is even the possibility that it's an incident at any level.

It's solving internal incident management, status page updates, post-mortems and after action reports, and also building the foundation for a services catalog internally.

incident.io is an essential tool for our incident management.

The way incident.io integrates with Slack has been such a valuable tool for GoCardless. It makes it easy to manage all aspects of an incident.

The in-build reminders are very helpful for ensuring that everything is kept on track.

We have found the fact that once an incident is private there is no option to make it public an issue.

Incident.io is helping us to make sure we manage incidents in the most efficient way possible.

- Great customer service

- Ease of use & integration with existing tools and systems

- Great UX

- Takes the stress out of managing incidents and allows teams to really focus on fixing the issue at hand.

- A product focused team that really care about their customers

- It looks like they're looking into this already but enhancements to the current metrics dashboard would be great!

Incident.io is helping us run incident management events in a much smoother way!

Incident continues to add new functionality with the feedback from their customers to make the tool even more optimized for their incident management. The ability to integrate across all of our core tools has been amazing for us. We've gone from a program that leveraged mostly Slack to track and get issues prioritized to a program that can report on how our individual teams are doing, prioritize effectively and most importantly, create unique workflows to involve the right individuals at the right time on incidents.

Their customer support is unparalleled as well; they've been extremely responsive and open to ideas that we have, issues we've run into, etc.

It's super easy to implement, and as a result, has become a tool that we use several times a day as a team. Highly recommended!

N/A, for the product gaps there may be, the team is always quick to address them or provide workarounds.

- Consolidation of workflows

- Streamlined reporting for teams

- Ability to loop in various stakeholders

- Driving accountability across our org