What do you like best about the product?

First and foremost incidents are about communication, both internally and externally, and it was important to us at ROLLER that any tool we chose for incident management fit within our existing methods of communicating. Rootly with its deep integration with Slack fit the bill perfectly, removing the problem of disjointed conversations happening across different platforms that we had previously.
Despite taking an unusual approach of being support-led in our incident creation, essentially allowing anyone to "pull the fire alarm", we were easily able to replace our cobbled-together custom webhooks with simple workflows that integrated with our existing tools, such as Jira, Opsgenie and Datadog. We were even able to repurpose a lot of the existing workflows that are available as soon as you first log into Rootly, a sign that the team has carefully considered each integration and how it will work inside Rootly.
So far on our journey together, Rootly has improved incident ownership, mean-time to resolution and allowed for more effective communication for our geographically disparate teams. It has quickly become a vital tool for helping to keep our services up and running for our customers.

What do you dislike about the product?

The initial setup can be a little bit slow when your company already has a prescriptive incident workflow that you want to replicate inside Rootly. That said, it appears the team at Rootly was aware of this as they have released a Terraform plugin for configuring your workflow as code which would address this problem perfectly.

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

Rootly allows us to focus on the issue at hand when we have an incident by removing a lot of the laborious tasks required when resolving an incident. It does this via simple commands and reactions in Slack, automation and integration with a lot of other popular tools used during the lifecycle of an incident. It even pre-populates an incident timeline to be included in the postmortem, saving you time after the incident is resolved.