Automated incident alerts have protected SLAs and reduced constant monitoring for on-call teams
What is our primary use case?
I was part of the DevOps engineer team where incident.io was configured to send alerts into Slack channels, such as our war room channel. For any incident, including production issues or P1 or P2 tickets, we received notifications on our mobile devices through incident.io. After configuring our profiles, we received messages, alerts, and calls for P1 tickets.
When our application went down, we received a client email, an incident alert from incident.io, and a Jira ticket. incident.io creates tickets, sends SMS messages, and makes calls to whoever is on call during that particular shift. If something is down, incident.io sends an alert, creates a ticket, and whoever is on call from the team is responsible for investigating the issue. Application downtime or any urgent tickets such as P1 or P2 issues were all received from incident.io.
What is most valuable?
incident.io is very quick, as it rapidly creates a Jira ticket as soon as we receive alerts. It sends notifications on Slack and SMS messages to mobile numbers. If the person on call does not respond to a ticket within five minutes, incident.io will also make a call to their mobile. These features are outstanding, and incident.io is easily integrated with other software such as AWS SNS, Slack, and Teams, and can integrate with any other software.
incident.io made things easy for us. We do not need to sit in front of the system twenty-four hours a day, seven days a week to check if our application is up or if something is going wrong. This has saved a considerable amount of time for the DevOps engineers. Whoever is on call can relax, and if an issue occurs, incident.io creates the ticket and sends an alert message. incident.io is a very useful tool for our organization. In the DevOps engineer team, we had around five team members, and each of us was on call once a week. If any issues occurred, incident.io would alert us. The main advantage is that we do not need to sit in front of the system twenty-four hours a day, seven days a week, even though we are on call for that duration. If any issues occur in the production environment, incident.io sends us an alert, creates tickets, and calls us on our mobile.
With incident.io, we saved our Service Level Agreements with the client to resolve issues. P1 tickets were solved within thirty minutes to one hour, and P2 tickets were typically solved within seven hours. This helped us maintain our SLA agreement with the client.
What needs improvement?
I do not think any improvement is required. incident.io is a good application.
For how long have I used the solution?
I have been working for the last seven and a half years.
What do I think about the stability of the solution?
No stability issues were experienced.
What do I think about the scalability of the solution?
No scalability issues were experienced.
How are customer service and support?
No customer service issues were experienced.
Which solution did I use previously and why did I switch?
incident.io was always used in that organization. We did not evaluate other solutions, but I am aware of Opsgenie.
What was our ROI?
incident.io is a really cool tool. It is very easy to understand, and the user interface is also very nice.
What other advice do I have?
On a scale of one to ten, I would rate incident.io a ten. I do not feel I should give less than ten because it is a great application. I do not find any issues with it, and my experience with incident.io was great. I would rate this review ten out of ten.
Which deployment model are you using for this solution?
On-premises
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Improved incident response and RCA have saved hours while high AI costs still need adjustment
What is our primary use case?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been using incident.io for more than 1.5 years.
What do I think about the stability of the solution?
incident.io is somewhat stable in my experience, and I am exploring it more thoroughly.
What do I think about the scalability of the solution?
incident.io's scalability is good.
How are customer service and support?
incident.io's customer support is good.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
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.
What was our ROI?
I have seen a return on investment with incident.io, as time has been saved, which is an important metric to consider.
What's my experience with pricing, setup cost, and licensing?
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.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
AI-First Incident Management with AI that Actually Saves Time
What do you like best about the product?
I like that with incident.io, issues are right there in Slack, giving really good visibility into what sort of issues are being submitted and ensuring that people are responding. It structures the response, making sure there's a clear process, ownership, and coordination going into resolving issues. It's super easy and useful to look and see where things are, especially since Slack is where most people spend their workday. Having it all centered there is awesome, and the initial setup was very easy.
What do you dislike about the product?
I think they should roll out the AI SRE to all customers. Right now, it's just for some of their design partners like Airbnb and Etsy and Zendesk. I would love to see an AGI general intelligence agent that can end-to-end solve incidences and respond, open, and close tickets for everyone. It would probably be light years ahead of the other companies on the market. AI is such a hot topic that it would be great if that was more widely available.
What problems is the product solving and how is that benefiting you?
I use incident.io for better visibility into customer issues, tracking tickets, and ensuring clear response processes. Integrated into Slack, it enhances coordination and ownership among teams, structuring responses clearly and effectively.
Great Chatops incident response tool
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.
Suitable for small and large engineering teams
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.
Fantastic incident management tool
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.
I have been using incident.io for a couples of weeks now and it is easy and powerful
What do you like best about the product?
Incident.io is easy to use and very intuitive. The command tool to handle incidents through Slack is great. Also, having alerts such as phone calls, SMS, and emails, along with a management tool for incidents and post-incident reports in a single app, is extremely useful.
What do you dislike about the product?
Assigning an incident leader requires extensive configuration; it should be simpler to assign the on-call person.
What problems is the product solving and how is that benefiting you?
We had separate tools for receiving alerts and manage incidents, that's the problem incident.io is solving primarily for us, now by using it, we can have all in a single app.
Simple, fast, customizable
What do you like best about the product?
Slack integration and guided process is so great and customizable, so easy to onborad new responders.
What do you dislike about the product?
Some good features requireement the top tier plan
What problems is the product solving and how is that benefiting you?
Guided workflow during incident management and post-incident really helps onbording anyone in this really rapidly, very customizable. Helps focus on solving incidents without forgeting/missing important side-tasks or information gathering.
Fantastic Product
What do you like best about the product?
Too many to list - it's a one stop shop for incident management (not just on call rotations like many competitors. Built in and custom automations, great slack integration, automated post mortem generation, jira ticket creation, followup and actions creation, post incident workflows. It takes all the pain out of incident management and lets you focus on working the incident itself.
What do you dislike about the product?
I can't think of anything that's worth mentioning.
What problems is the product solving and how is that benefiting you?
incident management and on call
Flexible solution for handling incidents across teams
What do you like best about the product?
Incident.io is incredibly flexible and integrates smoothly with the tools we rely on. It makes it easy to collaborate at key moments, which helps us maintain SLAs and fix things quickly. Workflows, notifications, and forms are highly customizable, making incident.io a key tool across different areas of our business.
What do you dislike about the product?
I don't dislike anything, Incident.io covers the bases I need and is easy to set up and work with.
What problems is the product solving and how is that benefiting you?
Alerting on call teams of an incident, facillitating cross functional communcation, and tracking progress through resolution.
