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incident.io
Incident management for modern engineering teams, bringing on-call scheduling, incident response, and status pages into one platform. Trusted by 1500+ teams, including Netflix, Etsy, Intercom, and Skyscanner.
Reviews (198)
reviewer2868195
Modern alerting has transformed our incident response and now brings critical issues in minutes
Reviewed on Jul 14, 2026
Review provided by PeerSpot
What is our primary use case?
We currently have one use case. We are pushing alerts from another tool that we use named Groundcover, which is an observability tool. When we detect that one of our tenants is down, we want to make a critical alert to notify us about that. We need a way to push it to the managers in the company. incident.io was great for that, so we chose it. We are pushing alerts from Groundcover when a host is down. We are using incident.io to get an SMS and a phone call and a follow-up in Slack. This allows us to know about the incident, follow who is managing it, what is happening, and the investigation in the Slack channel. This is a great tool for us. It fits perfectly for the issue that we are having.
What is most valuable?
First, we tried to use PagerDuty, but our trial ended and everything was blocked. In incident.io, I can use it for free with about five people, if I'm not sure. We are a very small company, so three managers is enough. This was the first point that made me choose them. The second one is the UI. The UI/UX is very nice. It looks very young and very brand new compared to other tools. The option to manage who is in-call and who is out-of-call during the shift is very nice. It's not applicable for us because we are all twenty-four seven, but in the future, we can handle the time that each one is on call and waiting for calls and see the incidents in real time. This is a nice feature that they have. I didn't know if other tools also have that. Having an SMS and a phone call together with a new Slack channel opening for each incident makes the handling in the incident very efficient.
The key benefit is that I now have a tool that can push critical alerts to the support team. Maybe in the future we can build a support team over this tool and move to a paid version if we think this is a good tool. The option to move incidents, critical incidents to be handled using incident.io is a very strong benefit for us because now we have something that can manage the incident lifecycle from scratch. We can know who is managing it, who is leading it, what is the issue, all the follow-up, and maybe report to the customer if needed. It's a very nice tool if we need more features. It's a great door to open and to work with.
Before that, we were just pushing new incidents about a host being down into a Slack channel. But we are not all looking on the Slack channel twenty-four seven. So if we are sleeping or if we are not available, there can be a wait for many times, maybe a minute, hours, or maybe only the morning later. Maybe someone in the US will call us, or the customer will call us and tell us, "My host is down." This is bad for us. Now with an incident, we can handle it in a few minutes. Because the phone call is about ten minutes from the incident, and we are immediately going to the computer and fixing the issue. So it can go from hours to a few minutes.
What needs improvement?
The integration between Groundcover to incident.io was a little bit complicated. I was using YouTube videos and documentation from both sides, from Groundcover and from incident.io. It took me about one to two days to make all the configuration. A lot of time was lost during those days. We are in two thousand twenty-six. Nowadays, integration between two new tools should be less than a few minutes. If they can make more quick installation or maybe easy guidelines to make a simple incident and to fire it to the customer very easily between Groundcover and incident.io, it will be more useful for me, for example.
I spent about two days on a very complicated setup. This is one thing that I want them to improve. I wanted alerts to send me an SMS and a phone call once an incident is alerting for three people. This was a very simple use case. It took me two days to handle and to configure everything. Even the AI agent didn't help me to set up. Maybe they need to improve the AI agent's information so any AI agent can help the user. Or maybe they need to make a better setup onboarding flow. I'm not sure what is the right thing to do. If they can improve the integration with Groundcover and make it more automatic, it will be more easy for both sides.
For how long have I used the solution?
About three to four months.
What do I think about the stability of the solution?
There is no negative impact on the team. It just allows us to give better service. It's not impacting the team negatively. It's just helping the team to be more aware and less worried to miss something. Now we are more aware.
How are customer service and support?
No issues reported.
Which solution did I use previously and why did I switch?
First of all, the UI/UX. PagerDuty looks very old and very old school. PagerDuty didn't tell me that I finished the trial and locked me out. We didn't know that the host was down until we saw it in the Slack. Once they blocked me, we were blind. We didn't know what was happening. This is bad for my organization. Even if I'm not a paying user, I need to know what is going on. Don't offer a trial if you block me later. This was a bad experience. incident.io gave a free trial, and they give free users for the start. I think it's a good start. The onboarding was very easy in incident.io compared to PagerDuty.
How was the initial setup?
I'm not very familiar with the incident.io UI. I'm just one DevOps in the company, and we don't have any more DevOps. They have a lot of features, but I'm using it only to push alerts.
What about the implementation team?
I am using incident.io in their cloud.
What was our ROI?
I can tell that incident.io is a very young, nice UI product. It can be very easy to start if you are following the documentation right. It's built up for large teams. They need to make some improvements for small teams, so it will be more easy to make onboarding. Except for that, it's a great tool, working well from day one.
What's my experience with pricing, setup cost, and licensing?
The prices are not high. They look the same as PagerDuty and all others. So they look normal.
What other advice do I have?
The integration between Groundcover to incident.io was a little complicated. I was using YouTube videos and documentation from both sides, from Groundcover and from incident.io. It took me about one to two days to make all the configuration. A lot of time was lost during those days. We are in two thousand twenty-six. Nowadays, integration between two new tools should take less than a few minutes. If they can make more quick installation or maybe easy guidelines to make a simple incident and to fire it to the customer very easily between Groundcover and incident.io, it will be more useful.
I spent about two days on a very complicated setup, which is something I want them to improve. I wanted alerts to send me an SMS and a phone call once an incident is alerting for three people. This was a very simple use case, yet it took me two days to handle and configure everything. Even the AI agent didn't help me to set up. Maybe they need to improve the AI agent's information so any AI agent can help the user. Or maybe they need to make a better setup onboarding flow. If they can improve the integration with Groundcover and make it more automatic, it will be more easy for both sides. I would rate this product a nine overall.
reviewer2868195
Rapid incident alerts have improved critical response time and keep our team focused in one channel
Reviewed on Jul 13, 2026
Review from a verified AWS customer
What is our primary use case?
My main use case for incident.io is pushing all the alerts from our observability about critical issues and alerting the main people in the company to let them know about the incident, for example, to myself, the CTO, and the Head of R and D. For example, if a host is down, we are pushing alerts and we're getting SMS and phone calls immediately. This is an easy solution for us.
Now that everything is working, I may add some more alerts in the future, and if I see that it's working properly, I may add some less important alerts.
What is most valuable?
The best features incident.io offers for me are that it combines SMS, phone calls, and a platform that opens a Slack channel for me, allowing for follow-up and everything inside it. It's very useful to handle incidents.
I find the integration with Slack and the follow-up features to be very helpful because it focuses me in one Slack channel with all the team members that need to be in it, and if I need, I'm adding more members until we figure this out. It's very useful.
Incident.io has positively impacted my organization because every time we have something critical, we respond in a very short time. This is very useful for us and speeds up our support, leading to fewer customers experiencing critical issues in a short time.
I can estimate that our response time has become much faster since using incident.io; before, we got alerts in Slack, and if we were in front of the computer, we would reach out in about ten minutes to half an hour. Currently, when we get the phone call, we are closing the incident in less than ten minutes.
What needs improvement?
Incident.io can be improved with more integrations with leading observability tools; for example, Groundcover is now leading in observability from my side. I'm the only single DevOps in the world, so if I want to lead my company to use incident.io, it needs to be more friendly and easier to set up, with more integrations with Groundcover that would make it easy for me to integrate. Maybe more guides, something very short and easy to make a simple alert, and a more user-friendly UI, which could be less complicated. I know that incident.io is built for large companies with many teams and many shifts, many kinds of alerts, and many sections, but for a small company starting to use it, such as mine with only one person handling all the issues, we need something more manageable.
For how long have I used the solution?
I have been using incident.io for approximately three to four months.
How was the initial setup?
I set up the alerting process with incident.io by following some YouTube channels and some documentation until everything worked for the teams, but the separation of schedule—who is working and who is on shift—wasn't working as well because we are twenty-four-seven and don't have shifts. That was somewhat complicated, and we still are in the free version, so I wasn't sure if something is limited or if it's just a lack of information from my side.
What other advice do I have?
I shared what I felt needed improvement. I would rate this review an eight out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Financial Services
incident.io: Flexible Catalog, AI Investigations, and an Intuitive Slack-First Experience
Reviewed on Jul 10, 2026
Review provided by G2
What do you like best about the product?
There are a lot of things I like about incident.io.
The Catalog is one of the standout features. It's incredibly flexible and makes it easy to connect incidents to the people, services, teams, and other metadata that matter to your organisation. Once it's configured, it becomes a really powerful source of context during incidents and post incident reviews.
Their AI-powered investigations feature is also a game changer. It helps surface relevant information quickly, reduces the manual effort involved in triaging incidents, and supports faster, more informed decision-making during high-pressure situations.
The user experience is also excellent. The interface is intuitive, the workflows feel cohesive, and everything fits together naturally. The Slack integration is especially well done. People can start running incidents with very little training, which has made adoption across engineering straightforward.
Finally, the support team has been exceptional. They're responsive, knowledgeable, and genuinely care about helping their customers succeed. Every interaction has felt collaborative rather than transactional, which is something I really value.
The Catalog is one of the standout features. It's incredibly flexible and makes it easy to connect incidents to the people, services, teams, and other metadata that matter to your organisation. Once it's configured, it becomes a really powerful source of context during incidents and post incident reviews.
Their AI-powered investigations feature is also a game changer. It helps surface relevant information quickly, reduces the manual effort involved in triaging incidents, and supports faster, more informed decision-making during high-pressure situations.
The user experience is also excellent. The interface is intuitive, the workflows feel cohesive, and everything fits together naturally. The Slack integration is especially well done. People can start running incidents with very little training, which has made adoption across engineering straightforward.
Finally, the support team has been exceptional. They're responsive, knowledgeable, and genuinely care about helping their customers succeed. Every interaction has felt collaborative rather than transactional, which is something I really value.
What do you dislike about the product?
There isn't much I dislike about the product. If I had to pick something, it would be that some of the more advanced configuration and workflow features can take a bit of time to fully understand. That's partly because the platform is quite powerful, but it does mean there's a learning curve for administrators.
I'd also love to see continued investment in reporting and analytics. The current capabilities are good, but there is room for deeper insights into incident trends and operational health.
I'd also love to see continued investment in reporting and analytics. The current capabilities are good, but there is room for deeper insights into incident trends and operational health.
What problems is the product solving and how is that benefiting you?
incident.io gives us a consistent, low friction way to manage incidents from start to finish. It standardises how incidents are declared, coordinated, communicated, and reviewed, while integrating with the tools our engineers already use.
The Slack integration makes adoption easy, and the Catalog provides valuable context by linking incidents to the right services, teams, and ownership information. As a result, we spend less time managing the incident process and more time resolving customer issues.
The Slack integration makes adoption easy, and the Catalog provides valuable context by linking incidents to the right services, teams, and ownership information. As a result, we spend less time managing the incident process and more time resolving customer issues.
Sports
incident.io’s Deep Customization Lets Us Tailor Workflows to Our Needs
Reviewed on Jul 10, 2026
Review provided by G2
What do you like best about the product?
We really like the ability to customize our catalog, settings and workflows to completely meet our organization's needs. While other similar products tend to focus on simple, out of the box solutions, incident.io really allows users more control to curate the set-up to meet their needs
What do you dislike about the product?
The customer support is great, but feature requests—especially for things we already had with our previous provider (OpsGenie)—move quite slowly, since they seem more focused on ramping up their AI features
What problems is the product solving and how is that benefiting you?
incident.io is very focused on how to make incidents more meaningful to the business through visibility and insights. This has been really impactful for both technical and non-technical users to consolidate onto one platform
Anonymous
Seamless Slack Integration and AI-Powered Incident Management
Reviewed on Jul 10, 2026
Review provided by G2
What do you like best about the product?
I like the simplicity of incident.io as it makes the platform easy to understand and use, which helps with adoption across teams. I appreciate how it is powered by Slack because we are primarily a Slack workspace, making it easy to declare incidents, coordinate responders, and communicate updates. The AI capabilities, particularly with the feature Scribe, are also a standout for me. These features are especially helpful in reducing the manual effort involved in documenting and summarizing incidents, saving time and ensuring we don't miss any details. I also find the post-incident flow very effective for debriefs and post-mortems.
What do you dislike about the product?
During the Debrief, Scribe joining the channel manually instead of automatically could be improved. We want the same experience as when an incident is declared and Scribe automatically joins. It takes extra steps to get Scribe in the debrief calls, and we would like the same seamless experience if possible.
What problems is the product solving and how is that benefiting you?
Incident.io solves our on-call gap coverages and centralizes incident management. It simplifies team adoption, integrates with Slack for easy incident coordination, and AI reduces documentation efforts, ensuring nothing is missed.
Alex B.
Seamless Incident Management with Stellar Integrations
Reviewed on Jul 10, 2026
Review provided by G2
What do you like best about the product?
I find incident.io really valuable for streamlining our processes using a single tool. I like that it has app functionality for easier viewing and portability. The awesome integrations with Microsoft Teams and other tools like Jira and Confluence help streamline our operations. What I like most is their UX, which makes the app easy to view and simplifies processes. The initial setup experience was seamless, and the team was super helpful with our tight timelines.
What do you dislike about the product?
There are some key integrations with Microsoft Teams to make it on par with Slack; however, the team is actively progressing through this and always provides timely updates.
What problems is the product solving and how is that benefiting you?
I use incident.io for incident management and alerting. It streamlines our processes using a single tool, offers app functionality for easier viewing and portability, and integrates well with Microsoft Teams.
Octavio D.
Highly Flexible Incident Management with Smart Defaults
Reviewed on Jul 09, 2026
Review provided by G2
What do you like best about the product?
incident.io is a highly flexible incident management platform, with strong out-of-the-box functionality and lots of sensible default behaviors.
What do you dislike about the product?
The incident.io Terraform provider needs broader coverage of what can be configured, so we don’t have to rely as much on manual setup and configuration.
What problems is the product solving and how is that benefiting you?
incident.io has tremendously helped us streamline our incident management process by automating many operations that used to be manual and that previously depended on the operator’s knowledge of SOPs. It has also made it easier for engineering teams to take ownership of the post-incident retrospective exercise, and it helps us generate standard incident metrics.
Wael N.
Seamless Incident Management with Robust Slack Integration
Reviewed on Jul 09, 2026
Review provided by G2
What do you like best about the product?
I really like incident.io for oncall and incident management. The catalog allows very rich connections between resources and helps us decide what's important. Our oncall teams can manage their own escalation policies and schedules. Incident.io's incident management is flexible, allowing us to add custom fields to better track and handle incidents. The Slack integration is excellent because it allows teams to stay on Slack during an incident without having to jump between tools. Additionally, it was easier to set up than equivalent products, and the support team, especially Sunita, made our migration smoother by driving the process.
What do you dislike about the product?
The escalation path could use some improvements, such as being able to link one node to another for custom tree shapes and performing if/else over any field, not just the priority. Additionally, the UX around custom fields in incidents could be better thought through; they are both underwhelming and hidden enough to confuse people.
What problems is the product solving and how is that benefiting you?
I use incident.io for oncall and incident management. It lets us manage escalation policies, track incidents flexibly, and seamlessly integrate with Slack, so we don’t jump between tools. It replaced our custom OpsGenie tools with a tailored solution.
Computer Software
Best in the Industry!!
Reviewed on Jul 09, 2026
Review provided by G2
What do you like best about the product?
The customer orientation and the level of support given by their customer rep teams.
What do you dislike about the product?
Could have more integrations and tooling.
What problems is the product solving and how is that benefiting you?
Makes Incident Management a breeze.
Anonymous
Modern Incident Management with Strong Integration, Needs Faster Updates
Reviewed on Jul 09, 2026
Review provided by G2
What do you like best about the product?
I appreciate incident.io because it modernizes our incident management tooling and integrates well with third-party tools. I particularly like its customizability with integration on the catalog, which makes it possible to do lookups using the catalog. The initial setup was also pretty easy, which was a plus.
What do you dislike about the product?
Prioritization of new features and bugfixes is a problem. Depending on your size, customers don't get their feature requests prioritized and bugfixes are slow.
What problems is the product solving and how is that benefiting you?
Incident.io modernizes incident management, integrates with third-party tools, and offers a customizable catalog integration.