Rootly

What do you like best about the product?

Rootly makes incident management much easier by integrating right into Slack and automating a lot of the busy work and enables unique processes for each type of incident. It keeps everything organized, enforces a consistent process, and saves a ton of manual effort. The customizable playbooks and integrations with tools like PagerDuty, Jira, and confluence are super helpful for fitting into different team workflows. AI based incident summarization/RCA drafting in slack is also really neat feature for incident management at scale.

Rootly's customer support as well as initial onboarding experience was very good.

What do you dislike about the product?

One downside of Rootly is that the UI can feel a bit clunky at times, especially when navigating through incidents or setting up custom workflows. Some workflows take a bit of trial and error to get right, and certain integrations could be smoother. Also, while automation is great, there are times when it feels like there are too many notifications or updates in Slack, but overall the slack nagging gets people to action on things.

What problems is the product solving and how is that benefiting you?

Rootly helps streamline incident management by automating workflows across JIRA, PagerDuty, and slack by keeping everything organized in Slack, and reducing the manual effort needed to track and resolve incidents in other platforms. It makes it easier to follow a consistent process, ensures key updates don’t get lost, and speeds up response times. The built-in post-mortem feature also helps improve reliability by making it simple to review and learn from past incidents.

What do you like best about the product?

We love using Rootly for incident management! The Slack integration makes real-time collaboration effortless, and the automated runbooks, along with Jira and PagerDuty integrations, have streamlined our workflow.

What do you dislike about the product?

No major downsides—occasional minor UI improvements would be nice, but the team iterates quickly!

What problems is the product solving and how is that benefiting you?

Rootly is solving the challenge of fragmented and inefficient incident management. Before using Rootly, coordinating incidents required a lot of manual effort—tracking updates across different tools, ensuring the right people were notified, and maintaining consistency in response processes.

With Rootly, everything is streamlined.

What do you like best about the product?

There is a lot of positives to talk about with Rootly, but by far the biggest draw for me was the flexibility of the product.

Many products out there are very opinionated - they expect your Incident Management flow to follow the flow and process that THEY define.

Rootly can give you an out-of-the-box template and opinions, but it also lets you customise almost everything to your organisation. From forms and fields, workflows, integrations, it's all there to be as flexible as possible.

Another huge plus is quite simply the people working on Rootly - not only are they great to work with, but have been extremely receptive to feedback and feature requests, resulting in active development of features that my users care about - rather than only features that someone in the company cares about, which I've encountered with other vendors.

We built Rootly from the perspective of "Anyone should be able to use this, with or without experience, and without needing to reference documentation" and Rootly has 100% enabled this. We have documentation and processes outlined, and they're entirely ignored because Rootly can literally guide you through the process from within Slack and the tooling, which is a huge win for adoption.

What do you dislike about the product?

My only real problems with Rootly are around certain features being a little weaker than the main Incident Management product, like the metrics dashboards not being as flexible as I would like.

However, not only have I heard Rootly are working on overhauling this, but we also utilise this data externally within our own tooling (as Rootly allows us to export this data) which heavily negates this downside.

What problems is the product solving and how is that benefiting you?

Incident Management. Our previous Incident Management process and tooling was very difficult to work with, and resulted in very low engagement.

By using Rootly to reduce barrier of entry we've massively increased adoption of the process, and in turn have a large amount of incident data that we can use to make informed decisions both about our progress and our future directions.

What do you like best about the product?

Rootly is incredibly easy to use and configure, allowing us to streamline our entire incident management process. One of the standout features is the ability to create automated workflows, which saves a lot of time and ensures that key steps in the incident process are handled efficiently. For example, setting up automated reminders for SLA breaches or post-incident reviews is simple, and it keeps the team on track without manual intervention. The seamless integration with applications like Slack is another major benefit. We can manage almost the entire incident management process directly from Slack, from initiating incidents to updating timelines and coordinating with the team. This integration significantly improves communication and speeds up the resolution process.

What do you dislike about the product?

The main area for improvement is in the 'metrics' side of the application. Currently, there are some limitations around filters in certain panel options, which makes it harder to return the exact data we need for how we use the application. For example, it would be helpful if the graphs created within the metrics were more interactive. Ideally, users should be able to click on a specific data point, like the number of incidents between certain dates, and be taken directly to the relevant incident results. Improving this functionality would make Rootly even more effective in managing and analysing incident data.

What problems is the product solving and how is that benefiting you?

Rootly helps us solve the challenge of managing incidents efficiently by automating key parts of the incident management process. It enables us to streamline everything from incident creation to resolution, ensuring that nothing falls through the cracks. With its seamless integration into Slack, we can manage incidents in real-time and keep our teams aligned, reducing communication delays.

One of the biggest benefits has been a significant improvement in our incident metrics. Rootly has directly contributed to reducing our Mean Time to Detect (MTTD), Mean Time to Mitigate (MTTM), and Mean Time to Resolve (MTTR) stats. Automation and clear workflows allow us to respond faster and work more effectively as a team. Additionally, Rootly’s automation enables us to update our status page in real-time, ensuring that our customer base is kept informed throughout the entire incident process without manual intervention. This keeps communication clear and efficient.

The ability to automate SLA reminders, incident escalations, and post-incident reviews further enhances our incident management process, helping us stay on top of every incident and respond swiftly.

What do you like best about the product?

A few things I like so far:
- Easy to use with a great slack interface
- Has an API which allows me to use Rootly's data when I eventually want to work with this data programatically
- Although we don't use this feature, there's the ability to incorporate with JIRA which makes issue tracking for action items easier
- Anytime I've found a bug I can work with rootly's support team to get the issue resolved quickly
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What do you dislike about the product?

Not too many things to dislike, but things I would love:
- More automation around incident retros - automating creating meetings based on participent's gmail calendar would be sick. Even though we have manditory retros with our workflow, those are often skipped, meaning we lose the valuable lessons learned during an incident.
- This may be a limitation of slack, but a clearer UI demarkation of who is playing which role in an incident would help users' tell who is playing which role in an incident

What problems is the product solving and how is that benefiting you?

Acting as the hub to the incident management process