incident.io

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.

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 appreciate how incident.io consolidates workflows that were spread across multiple tools into one centralized hub within Slack, which is really helpful because everyone's already there. It really helps teams manage and tackle incidences in a more uniform way. The automation is great for handling repetitive tasks, which many engineers are eager to cut down on. I also like that incident.io takes a very opinionated stance on incident management, providing needed structure for teams that handle things differently.

What do you dislike about the product?

I'll always say that AI in general is something that can continue to be improved upon. I wouldn't necessarily blame that on incident.io, but just in general, making smart workflows and having AI with the right context is something that they do really well, but I think in general, it's just something that's constantly being improved upon.

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

I find incident.io useful for providing a structured approach to incident management, which teams need. It consolidates workflows into one space, Slack, making it easier for teams and leadership to handle incidents uniformly and cut down on repetitive tasks.

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.

What do you like best about the product?

Customization, integration with Teams, ease-of-use

What do you dislike about the product?

Teams integration has less features than Slack one.

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

Having a structured and scalable incident response process.