incident.io

We are using incident.io for on-call purposes, specifically for alerting and phone calls.

We have Grafana alerts, and when something fails or sends an alert, Grafana sends an alert message to our Slack, creates incidents on incident.io, and calls team members on the phone.

incident.io offers great Slack integration and phone apps. The phone calls feature is particularly valuable, and the best part about the Slack integration and phone call feature is that it is easy to use.

incident.io has positively impacted our organization because we can react to alerts or issues much faster than before when we used other tools. Because incident.io is easy to use, I believe it is good software. We have tried using incident.io during peak periods, and it performed well, so we will continue using it.

I have not identified any improvements yet; everything is working well.

I started to use incident.io this year.

incident.io is stable.

I have not faced any problems with scalability, so I believe incident.io's scalability is adequate for our organization.

We have not needed to use customer support.

Before incident.io, we used custom solutions because we wanted to move to a managed solution, and we chose incident.io.

I have not seen a return on investment.

I cannot tell you about pricing, setup cost, and licensing because I have not seen the numbers. My managers handle the orders, licensing, and setup, and I am just using the product.

I do not know much about evaluating other options before choosing incident.io because that was not my task.

incident.io deserves a rating of 10 because I have not faced any problems with it. I chose this rating because everything is seamless with the applications, management, process, and flow. I believe incident.io's governance and security is adequate. The accuracy and reliability of the product is good. My advice for others looking into using incident.io is to highlight its seamless and easy usage; it is easy to integrate with any tools.

My main use case with incident.io is primarily for managing an end-to-end incident response process, which includes incident creation and triage through team coordination, communication, resolution, and post-incident flow follow-up. In short, it involves managing and coordinating a product production incident.

Some of the best features incident.io offers include incident lifecycle management, which simplifies creating, triaging, assigning ownership, tracking progress, and closing incidents. The Slack integration allows teams to manage and coordinate incidents directly from Slack, and incident timelines capture key events and updates. Additionally, assigning clearly defined roles helps avoid confusion, while automation and workflows standardize incident response and minimize repetitive manual steps. The stakeholder communication feature facilitates keeping internal teams informed with consistent updates.

incident.io is strong, especially for coordination ownership and Slack-based workflows, but areas for improvement include simpler initial setup and configuration, broader integrations with monitoring and deployment tools, better analytics, and more automation around follow-ups. More predictable pricing as responder numbers grow and easier configuration of advanced workflows while maintaining flexibility are also essential.

One area I would particularly like to see improved is visibility and troubleshooting of automation integration. Having clear logs, error details, and an easier way to trace what happened would make troubleshooting much faster. A more actionable API and webhook support for creating incidents and attaching test results in CI/CD pipelines would be beneficial.

Additionally, smarter duplicate detection to prevent responder fatigue and better post-incident learning with automated regression checks after a fix are desired improvements. A stronger connection of quality metrics to deployments and releases can also enhance the platform's capabilities.

I have been using incident.io for almost three years.

In our experience, incident.io has been generally stable and reliable, with no major availability or reliability issues impacting our incident response.

incident.io scales well for our needs, handling multiple incidents and concurrent activity without performance issues, though licensing and configuration can become more complex as usage grows.

The customer support has been very good overall, with helpful and responsive assistance for configuration, integration, and troubleshooting, complemented by useful documentation for common questions.

We relied heavily on a combination of Slack and internal processes for incident coordination before switching to incident.io, which provides a more structured incident lifecycle and better automation.

We have not directly calculated the financial ROI, but we have seen practical operational returns, particularly in time saved during incident responses due to centralized alerting and coordination. The main areas where I would measure ROI include lower mean time to acknowledge and resolve, and faster post-incident reviews.

Our experience with pricing and licensing has been positive since incident.io, as a SaaS product, has low initial setup cost and infrastructure overhead. The setup is straightforward, but licensing can become significant as more users and features are added.

We considered established tools such as PagerDuty, Rootly, and FireHydrant, as well as continuing with our Slack and Grafana-based process, focusing on how well each solution integrated with Slack and the quality of their features. We chose incident.io because it best fit our workflow.

The value comes from how well the features work together rather than from any single feature. Having incident management, Slack collaboration, automated workflows, and post-incident reviews connected in one workflow makes the response process more organized and consistent. Better auditability around changes made during an incident is also valuable.

I would recommend incident.io to teams that heavily use Slack or Microsoft Teams and want incident response workflows in one place. I suggest starting with a pilot incident team and evaluating pricing as user numbers grow.

I rate this product an eight out of ten.

My main use case for incident.io is for incident creation, its postmortem, and the on-call feature of incident.io.

The best feature that incident.io offers is postmortem creation automatically using the AI which reads the data from the Slack channel.

The AI-driven postmortem creation helps my team because it saves time.

incident.io has positively impacted my organization as it helps to save time for incident creation, allowing people to create incidents via the Slack channel, and multiple teams have access to create incidents for P3 and P4 issues.

Since using incident.io, my team has saved at least 15 minutes, specifically 10 to 15 minutes.

incident.io can be improved by having more features in the AI of incident.io.

The AI feature that would be most helpful would involve more capability in finding the root cause of an issue based on the existing incident reports.

I have been using incident.io for one year.

incident.io is stable.

The scalability of incident.io is scalable, and we have multiple incident data stored in incident.io.

The customer support is good.

We previously used PagerDuty, but incident.io's on-call feature is much cheaper than PagerDuty.

I have seen a return on investment with incident.io, as time-wise, you can save at least 10 minutes for creating an incident.

Only incident.io was evaluated before we chose it.

My advice to others looking into using incident.io is to create incidents via the Slack channel and use the postmortem feature of incident.io where it automatically writes the report of the incident. I would rate this product 9 out of 10.