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Tooling made to make incidents flow like water instead of ice
What do you like best about the product?
Incident IO is the first product I've used that directly understands the reality of an incident using slack and how to stream line that flow. I love how it helps us get one started, get folks involved and then gentle nudges if specific actions like assigning someone to role or task take place. It rewards those that follow these flows with silence and helps remind those that don't.
In the 3 months since we have implemented it, we have gone from having no visiblity at all in outages to clear understanding of how many interrupts are happening a day. We see what are the noisy alerts and problem services that we need to focus on. Our previous After Action Report process would take 30 mins to make each time. Now it takes about 5 mins and has more data involved.
Incident IO is in our slack and their support teams jump whenever we have an issue. The tooling just tends to work, so most of our issues have been us pushing the product forward into new areas on how to use it. They have been fantastic partners in helping us make our incidents a valuable process internally.
In the 3 months since we have implemented it, we have gone from having no visiblity at all in outages to clear understanding of how many interrupts are happening a day. We see what are the noisy alerts and problem services that we need to focus on. Our previous After Action Report process would take 30 mins to make each time. Now it takes about 5 mins and has more data involved.
Incident IO is in our slack and their support teams jump whenever we have an issue. The tooling just tends to work, so most of our issues have been us pushing the product forward into new areas on how to use it. They have been fantastic partners in helping us make our incidents a valuable process internally.
What do you dislike about the product?
The biggest issue I have with incident io is I'm very spoiled with a system that understands and uses slack well in making each incident actionable.
What problems is the product solving and how is that benefiting you?
One of the biggest problems we had was a reasonably automated realtime visibility into the incidents we had while working with the communciation patterns of our company. Incident.io is a slack friendly, action orientated tool which fits perfectly with our Bias towards Action culture. Leadership now knows all the open incidents in an easy to view WebPage and are notified (as desired) when incidents get escalated to high enough levels that they care about. An example is when a P1 occurs, we have it automatically adding our executive team into the channel so they can be engaged in decisions, communication and coordination immediately.
Our leadership also reviews the montly and weekly reports on what are the noisiest or busiest services to know where to focus some time to keep our customers happy.
Our leadership also reviews the montly and weekly reports on what are the noisiest or busiest services to know where to focus some time to keep our customers happy.
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Exceptional Service and Seamless Integration
What do you like best about the product?
Our experience with this company has been outstanding, partly in thanks to their exceptional customer service and quick turnaround times. The staff is not only knowledgeable but also incredibly supportive and friendly, making every interaction a pleasure.
I am continuously impressed by their execution of various features, which has seamlessly integrated into our existing workflows (also shifted our approaches because we liked IIO's way better) and significantly improved our efficiency. The ease of implementation was impressive, with minimal disruption to our daily operations, allowing us to realize the benefits almost immediately. We 100% rely on IIO and use it everyday.
Huge shout out to Eryn- our amazing CSM, Project Manager, and wearer of many more hats.
I am continuously impressed by their execution of various features, which has seamlessly integrated into our existing workflows (also shifted our approaches because we liked IIO's way better) and significantly improved our efficiency. The ease of implementation was impressive, with minimal disruption to our daily operations, allowing us to realize the benefits almost immediately. We 100% rely on IIO and use it everyday.
Huge shout out to Eryn- our amazing CSM, Project Manager, and wearer of many more hats.
What do you dislike about the product?
Honestly, there hasn't been anything to dislike about our experience with this company. Every aspect of their service and product has met or exceeded our expectations.
What problems is the product solving and how is that benefiting you?
Incident.io addresses several critical challenges for us, including immediate incident creation for fast turn around, and information dissemination. By providing easy choices on where knowledge is to be spread, it ensures that everyone is on the same page, leading to quicker and more effective incident resolution. The platform's robust metrics and automation features provide custom made After Action Reviews, which not only saves us time but also enhances our overall efficiency and decision-making. Metrics are being taken and will be very useful to our management to make important decisions.
Helps our dev-ops team to focus on the important things
What do you like best about the product?
We can utilise all the best pratices that this is built around. Amazing onboarding experience, really good catalog editor and integration options. We got all our questions answered by support really fast, and during the implementation consultancy we solved all our usecases.
What do you dislike about the product?
Nothing, until now everything is smooth.
What problems is the product solving and how is that benefiting you?
Team members can focus on their job and every stakeholder can get the information that they are looking for without any extra effort.
A perfect tool to encourage empowerment inside and build trust outside
What do you like best about the product?
Its intuitive UI is easy to integrate and helps the developers in their everyday work while providing enough transparency to management. The team is terrific and believes in their product, and it actively helps us take our first steps toward a better world.
What do you dislike about the product?
There is nothing so far that we dislike.
What problems is the product solving and how is that benefiting you?
It automatizes the information flow toward our customers and management. It also supports the decision-making process during an incident mitigation.
Exceptional customer support and time saving automation
What do you like best about the product?
Using incident.io has significantly streamlines our incident management process. The tool's ability to auto-populate incident documentation has saved us good amount of time, allowing our team to focus on resolving issues rather than on adminstrative tasks.
One of the standout aspects of Incident.io is its exceptional customer support. Their guidance ensured that we could maximize the tool's potential. Need to mention Lucy Jennings who helped the most and always available making sure we get what we looking for. Her presence in the incident team made things incredibly helpful and better, kudos to Lucy.
Overall, incident.io has been a great product for our incident management workflow, combining powerful automation with great support to deliver an outstanding user experience.
One of the standout aspects of Incident.io is its exceptional customer support. Their guidance ensured that we could maximize the tool's potential. Need to mention Lucy Jennings who helped the most and always available making sure we get what we looking for. Her presence in the incident team made things incredibly helpful and better, kudos to Lucy.
Overall, incident.io has been a great product for our incident management workflow, combining powerful automation with great support to deliver an outstanding user experience.
What do you dislike about the product?
While the reporting feature is super helpful, we found that customizing incident response report to our specific needs can be somewhat limited and challenging. Adding more flexibility and customization options in the documenting module would make this tool even more powerful.
What problems is the product solving and how is that benefiting you?
Collaboration with different stakeholders and team, streamlined and effective communications, and documentation including the inclident timeline
Great product built by a great team
What do you like best about the product?
We have been using incident.io as incident management tool since the early days of their company.
It's easy to integrate with any process or tools you may have already inside of your company. It just works and you can buid any kind of workflow you may want through a nice and clean UI.
The product is designed in a way to push you forward doing the right thing, being it opening an automatic incident and notifying the right people, or making sure that the issues added as follow ups are sorted in a reasonable amount of time.
Most of the times, new features are added that solve problems you didn't know you had (just yet).
The team behind the tool is great: always responsive to any kind of queries you may have, open to clear and honest feedback, happy to implement that single features which is a game changer for you.
It's easy to integrate with any process or tools you may have already inside of your company. It just works and you can buid any kind of workflow you may want through a nice and clean UI.
The product is designed in a way to push you forward doing the right thing, being it opening an automatic incident and notifying the right people, or making sure that the issues added as follow ups are sorted in a reasonable amount of time.
Most of the times, new features are added that solve problems you didn't know you had (just yet).
The team behind the tool is great: always responsive to any kind of queries you may have, open to clear and honest feedback, happy to implement that single features which is a game changer for you.
What do you dislike about the product?
Not many things to be honest.
If I have to list one area where we would like seeing improvements then it's the overall configuration, which is completely based around clicking in different parts of the UI.
While it's well designed, it can become a problem if you want to manage many workflows, or create different views under the Insights, or generally manage a lot of configurations: if you do a mistake, then you have a huge impact and you may find it difficult to restore the regular behaviour quickly and easily without some infrastructure-as-a-code.
If I have to list one area where we would like seeing improvements then it's the overall configuration, which is completely based around clicking in different parts of the UI.
While it's well designed, it can become a problem if you want to manage many workflows, or create different views under the Insights, or generally manage a lot of configurations: if you do a mistake, then you have a huge impact and you may find it difficult to restore the regular behaviour quickly and easily without some infrastructure-as-a-code.
What problems is the product solving and how is that benefiting you?
By creating a channel on Slack, it creates one single place where all the stakeholders can discuss about the ongoing incident, improving communication and transparency.
Other features (status pages, Insights, policies...) push the developers and the company overall towards some best practices in managing incidents and post mortems.
On-Call is nicely implemented as well, contributing to a platform rich of features well designed and fully integrated.
Other features (status pages, Insights, policies...) push the developers and the company overall towards some best practices in managing incidents and post mortems.
On-Call is nicely implemented as well, contributing to a platform rich of features well designed and fully integrated.
Easy to use (security) incident handling via Slack
What do you like best about the product?
incident.io is a good tool for also for handling security incidents. Separate incident types and good customisation options cover most of our needs.
Security features, like private incidents, or restricting incident creation are also pretty helpful.
On-boarding, handling of feature requests, and general customer support was the best I experienced so far.
Security features, like private incidents, or restricting incident creation are also pretty helpful.
On-boarding, handling of feature requests, and general customer support was the best I experienced so far.
What do you dislike about the product?
incident.io's API and terraform provider do not cover all of its capabilities currently.
What problems is the product solving and how is that benefiting you?
Support security incident handling via Slack. Having the same tools for security and other incidents at the company makes it easy to include people in any incident.
Great tooling, but the team is even better
What do you like best about the product?
- Love their support model and fast responses, but even more so, how quickly they ship fixes
- Discoverable and useful across many different teams; it's been so easy to adopt
- Reliable product & team; exactly what you'd want from an incident management tool
- Integration between features has been great, from statuspage to on-call to incident
- Discoverable and useful across many different teams; it's been so easy to adopt
- Reliable product & team; exactly what you'd want from an incident management tool
- Integration between features has been great, from statuspage to on-call to incident
What do you dislike about the product?
- The tooling can be opinionated, and if your processes or best practices are outdated, there might be more friction for you
What problems is the product solving and how is that benefiting you?
Incident response time, data analysis over time, and better follow through on individual incidents has much improved for us.
Fantastic product, great team! Takes all the stress and complication out of managing incidents
What do you like best about the product?
The tool is absolutely fantastic; very easy to use and implement. You rarely need to look at the docs.
With incident.io, managing incidents is no longer a chore due the automation that covers the whole incident lifecycle; from when an alert is triggered, to when you finish the post mortem. Since using incident.io people are definately creating more incidents to solve any issues that may arise, including those that are trival.
The custom support offered is superb, they are very fast to respond and happy to help and deep dive into things. They can also push a change quickly if something is not quite right.
With incident.io, managing incidents is no longer a chore due the automation that covers the whole incident lifecycle; from when an alert is triggered, to when you finish the post mortem. Since using incident.io people are definately creating more incidents to solve any issues that may arise, including those that are trival.
The custom support offered is superb, they are very fast to respond and happy to help and deep dive into things. They can also push a change quickly if something is not quite right.
What do you dislike about the product?
If I have to pick something, i would say as they frequently release a lot of features, it can sometimes be hard to keep up, but when do you notice something extra you want to add, it is always a simple process to enable it.
What problems is the product solving and how is that benefiting you?
We want our platform to be more reliable. Incident.io helps us manage incidents in a simple and intuitive way, with the end goal of easily being able to learn from incidents.
Incident.io has greatly improved our workflows
What do you like best about the product?
The End to End Incident Management process and integrating with our blameness post-mortems. The AI summaries of incidents in Slack is very useful too and startlingly accurate.
What do you dislike about the product?
For me personally, it took a little while to totally grok incident.io but now that I've used it more I am encouraging even greater use.
What problems is the product solving and how is that benefiting you?
Workflow; integrating with JIRA (for actions/followins); automated timeline (for post-mortems); historical look back of incidents; centalizing conversations in Slack and creating awareness.
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