incident.io

I was part of the DevOps engineer team where incident.io  was configured to send alerts into Slack channels, such as our war room channel. For any incident, including production issues or P1 or P2 tickets, we received notifications on our mobile devices through incident.io . After configuring our profiles, we received messages, alerts, and calls for P1 tickets.

When our application went down, we received a client email, an incident alert from incident.io, and a Jira  ticket. incident.io creates tickets, sends SMS messages, and makes calls to whoever is on call during that particular shift. If something is down, incident.io sends an alert, creates a ticket, and whoever is on call from the team is responsible for investigating the issue. Application downtime or any urgent tickets such as P1 or P2 issues were all received from incident.io.

incident.io is very quick, as it rapidly creates a Jira  ticket as soon as we receive alerts. It sends notifications on Slack and SMS messages to mobile numbers. If the person on call does not respond to a ticket within five minutes, incident.io will also make a call to their mobile. These features are outstanding, and incident.io is easily integrated with other software such as AWS  SNS, Slack, and Teams, and can integrate with any other software.

incident.io made things easy for us. We do not need to sit in front of the system twenty-four hours a day, seven days a week to check if our application is up or if something is going wrong. This has saved a considerable amount of time for the DevOps engineers. Whoever is on call can relax, and if an issue occurs, incident.io creates the ticket and sends an alert message. incident.io is a very useful tool for our organization. In the DevOps engineer team, we had around five team members, and each of us was on call once a week. If any issues occurred, incident.io would alert us. The main advantage is that we do not need to sit in front of the system twenty-four hours a day, seven days a week, even though we are on call for that duration. If any issues occur in the production environment, incident.io sends us an alert, creates tickets, and calls us on our mobile.

With incident.io, we saved our Service Level Agreements with the client to resolve issues. P1 tickets were solved within thirty minutes to one hour, and P2 tickets were typically solved within seven hours. This helped us maintain our SLA agreement with the client.

I do not think any improvement is required. incident.io is a good application.

I have been working for the last seven and a half years.

No stability issues were experienced.

No scalability issues were experienced.

No customer service issues were experienced.

incident.io was always used in that organization. We did not evaluate other solutions, but I am aware of Opsgenie .

incident.io is a really cool tool. It is very easy to understand, and the user interface is also very nice.

On a scale of one to ten, I would rate incident.io a ten. I do not feel I should give less than ten because it is a great application. I do not find any issues with it, and my experience with incident.io was great. I would rate this review ten out of ten.

On-premises

Amazon Web Services  (AWS)

My main use case for incident.io  is incident management and conducting root cause analysis for all incidents reported in my organization.

A specific example of how I use incident.io  for management and RCA in my workflow is when alerts are set up on our services. Whenever alerts are triggered, we receive a notification. Through the workflow, the specified person is notified that there is an alert on their service, so they can quickly recognize it and resolve it to ensure customers do not face any issues.

incident.io's best features include incident management and the AI features that help us recognize issues and conduct RCA. These features assist in later stages, meaning similar issues can be resolved quickly in the future.

The AI features help me recognize issues and speed up resolution by creating a channel for a particular incident, adding the required people to that channel, and providing the RCA of that incident. They explain the root cause, how it occurred, and what the possible solutions could be.

incident.io has positively impacted my organization by helping with incident resolution and reducing time in incident management. Incidents that previously took about five to six hours to determine the RCA have been reduced to three to four hours, meaning it has helped in reducing time by one to two hours.

The AI features are quite expensive pricing-wise, and the pricing should be reduced. Apart from pricing, there are no other improvements needed for incident.io.

I have been using incident.io for more than 1.5 years.

incident.io is somewhat stable in my experience, and I am exploring it more thoroughly.

incident.io's scalability is good.

incident.io's customer support is good.

Negative

I was previously using PagerDuty and decided to switch because there were fewer features, issues with on-call support, and several features missing that are present in incident.io.

I have seen a return on investment with incident.io, as time has been saved, which is an important metric to consider.

My experience with pricing, setup cost, and licensing was great. The team was helpful in setting up everything. Initially, I faced some issues with integration and permissions, but those were resolved later.

Private Cloud

Amazon Web Services  (AWS )

What do you like best about the product?

I like that with incident.io, issues are right there in Slack, giving really good visibility into what sort of issues are being submitted and ensuring that people are responding. It structures the response, making sure there's a clear process, ownership, and coordination going into resolving issues. It's super easy and useful to look and see where things are, especially since Slack is where most people spend their workday. Having it all centered there is awesome, and the initial setup was very easy.

What do you dislike about the product?

I think they should roll out the AI SRE to all customers. Right now, it's just for some of their design partners like Airbnb and Etsy and Zendesk. I would love to see an AGI general intelligence agent that can end-to-end solve incidences and respond, open, and close tickets for everyone. It would probably be light years ahead of the other companies on the market. AI is such a hot topic that it would be great if that was more widely available.

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

I use incident.io for better visibility into customer issues, tracking tickets, and ensuring clear response processes. Integrated into Slack, it enhances coordination and ownership among teams, structuring responses clearly and effectively.

What do you like best about the product?

incident.io is a game-changer for incident response. Its seamless ChatOps integration makes managing incidents fast, collaborative, and intuitive—right from Slack. The platform is packed with powerful features like automated timelines, role assignments, and customizable workflows, giving teams the flexibility to handle any kind of issue efficiently. It’s clear that incident.io was built with real-world operations in mind. Highly recommend it for any team serious about improving their incident management.

What do you dislike about the product?

With so many features available, it can sometimes be a bit tricky to find the exact option you’re looking for in the interface.

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

incident.io streamlines the entire incident response process, making it smooth, consistent, and easy to manage—especially during high-pressure situations. It eliminates the chaos of coordinating across tools by centralizing everything in Slack, from declaring incidents to assigning roles and tracking actions. The automated reporting and timelines save tons of time and ensure post-incident reviews are thorough and accurate. Overall, it helps our team stay focused, aligned, and faster in resolving issues.

What do you like best about the product?

The onboarding experience was outstanding — we have a small engineering team (~15 people) and the integration with our existing tools (Linear, Google, New Relic, Notion) was seamless and fast less than 20 days to rollout. The user experience is polished and intuitive, which made internal adoption frictionless.

I also led the rollout for a larger organization (200+ people), and we were able to fully implement incident.io across multiple teams in just 45 days. The structured workflows and Slack-native approach made it easy to scale incident response without overwhelming the teams.

What do you dislike about the product?

The Scribe feature doesn't support languages other than English yet — this is something I was really looking forward to using, and it's currently a blocker for broader adoption in non-English-speaking teams.

Additionally, the volume of messages posted by the Slack app can sometimes clutter the channel, making it harder for observers to follow the core of the incident. It would also be helpful if threads created by workflows could be automatically pinned — this feels like a small UX improvement that could have a big impact on visibility.

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

incident.io helped us scale our incident response process with minimal overhead. Before adopting it, incident coordination was inconsistent, manual, and hard to follow — especially for stakeholders outside engineering.

Now, incidents are handled in a structured, predictable way. Roles and responsibilities are clear, follow-ups are easier to track, and communication is significantly improved. Teams like Product, CX, and Finance can now easily understand what’s happening during an incident without needing to ask around or dig through Slack.

The biggest benefits have been faster response, better collaboration across functions, and more confidence in our ability to manage critical situations as we scale.