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Great product, great support
What do you like best about the product?
incident.io provides a one stop shop for all the orcestrations involved when managing an incident. Since implementing incident.io we have been able to manage all elements of an incident in a single place due to the integrations that the product offers, hugely improving our communication capabilities and response times. The product is intuitive and is low effort to configure and maintain. Alongside that, the team at incident.io are super helpful and passionate about the product so when feature requests are raised they are typically delivered very quickly.
What do you dislike about the product?
At times the rate of change can be disorientating as they are developing the product incredibly quickly. However, considering the value many of the changes bring, and the signposting that goes alongside new features (especially when made to the UI), this is a small price to pay and it does not take long to get used to the new functionality.
What problems is the product solving and how is that benefiting you?
incident.io has replaced an in-house developed incidentbot and has dramatically reduced the cost to develop and support a bot of this type while also providing significantly more functionality and capabilities. incident.io is absolutely key to our incident management process and as it is so user-friendly teams are actively using it for lower priority issues in which they run the incident rather than requesting an Incident Manager.
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It's tempting to build a Slack-based incident system yourself, don't
What do you like best about the product?
Incident has a very responsive and competent team. They have built a system with sane defaults and building blocks to customize everything. Their product is responsive and reliable, and the new features are all well thought out.
What do you dislike about the product?
We cannot export data automatically to our data warehouse through something like Fivetran; you must download CSVs by hand. They offer an insights feature, but we love to tie everything to our data. We've also felt that their pricing model was overly greedy in counting seats/responders.
What problems is the product solving and how is that benefiting you?
They provide a streamlined incident workflow that is consistent across the organization. All incidents are tracked in a single system, with subtle tweaks on a team-by-team basis. We felt like we could have built much of it ourselves, but Incident was better than what we would have built.
Feedback has been consistently positive with incident.io. It’s quickly making a difference.
What do you like best about the product?
incident.io brings calm to chaos. We've been running incidents in slack for a few years, however, our process and tooling were limiting and made incident response a challenge. Incident.io is now the backbone of our response, making communication easier, the delegation of roles and responsibilities extremely clear, and follow-ups accounted for. It's the source of truth for incidents we've always needed.
What do you dislike about the product?
Although incident.io integrates with all of the toolings in our incident management stack, some of these integrations aren't as mature as we'd like. For us, this means there are still some manual steps, such as manually exporting follow-ups to linear. This hasn't been a big challenge for us and I've been extremely impressed by the tight feedback loop. When we do have a request or notice a small bug, it's addressed or fixed immediately.
What problems is the product solving and how is that benefiting you?
- Everyone in our company is empowered to run and own incidents from start to finish and has access to the necessary tooling, i.e. PagerDuty, Statuspage, Linear, Zoom
- Improved visibility and communication during incidents. If multiple incidents are happening at once, there is a clear separation
- We can define different response procedures for different types of incidents.
- We have easy access to data for calculating key incident metrics, e.g. Mean Time to Recovery
- Improved visibility and communication during incidents. If multiple incidents are happening at once, there is a clear separation
- We can define different response procedures for different types of incidents.
- We have easy access to data for calculating key incident metrics, e.g. Mean Time to Recovery
Incident collaboration across business functions now easy
What do you like best about the product?
The slackbot gives you all of the incident management functions you need at your finger tips: pinning to track important discoveries, actions taken/completed, and prompts to broadcast updates.
What do you dislike about the product?
The ability to soft-escalate in incident.io is great, but leads to a jarring experience needing to flip back to our antiquated paging system. I'd prefer if individual/rota escalation could be handled through incident.io too.
What problems is the product solving and how is that benefiting you?
The adoption of incident.io has helped us organise and coordinate incident response from client-facing, engineering, and infrastructure teams. When anyone sees a post in the #incidents channel, they now know how and when to help.
Respond quickly, learn loads and stress less!
What do you like best about the product?
Without incident.io our incident response culture would be caustic, and our process would be chaos.
It empowers anybody to raise an incident - and helps us quickly coordinate any response across technical, operational and support teams.
Its post-mortem and follow-up tooling is simple, yet detailed, and gives us the structure to quickly share learnings from our incidents - cementing a healthy incident culture.
Unlike other similar incident management tools it's super easy to use. This means we spend less time figuring out how to use incident.io, and more time focused on responding to the incident.
It also seems to native integrations with all the other tools we're familiar with, like Jira, PagerDuty, GSuite and Sentry.
Outside of incident response our feature and support requests are acknowledged in record time by a team that obviously cares about the product they're building and the problems they're solving.
It empowers anybody to raise an incident - and helps us quickly coordinate any response across technical, operational and support teams.
Its post-mortem and follow-up tooling is simple, yet detailed, and gives us the structure to quickly share learnings from our incidents - cementing a healthy incident culture.
Unlike other similar incident management tools it's super easy to use. This means we spend less time figuring out how to use incident.io, and more time focused on responding to the incident.
It also seems to native integrations with all the other tools we're familiar with, like Jira, PagerDuty, GSuite and Sentry.
Outside of incident response our feature and support requests are acknowledged in record time by a team that obviously cares about the product they're building and the problems they're solving.
What do you dislike about the product?
Hmmm - not a lot.
In the cases where I've thought they could be better (like timezone support for post-mortem events), I've raised a feature request, and it's been acknowledged and resolved super fast.
In the cases where I've thought they could be better (like timezone support for post-mortem events), I've raised a feature request, and it's been acknowledged and resolved super fast.
What problems is the product solving and how is that benefiting you?
A health incident management culture and process is a critical part of any modern tech company - and incident.io makes building this culture and running the process easy.
Structured our incident process & greatly reduced the pain of handling incidents.
What do you like best about the product?
The customization of incident.io is fantastic. It allows us to refine our process as we learn by adding custom fields, severity types or workflows to tailor the tool to our exact needs.
It was also a step up in our maturity regarding incident communication, with their guide helping us define the standards in our internal communication.
As a side note, I'm a big fan of their blog and read most of their engineering articles with great interest.
It was also a step up in our maturity regarding incident communication, with their guide helping us define the standards in our internal communication.
As a side note, I'm a big fan of their blog and read most of their engineering articles with great interest.
What do you dislike about the product?
Actions & follow-ups are two features taking quite some room in incident.io (dedicated tabs in the incident reviews and navbar, nudge to create some after incidents...), but we barely used them. They just don't fit into our current process. During an incident, the response team is on a call, and with the presence of the Incident Lead, we found it unhelpful to add actions describing what was tried. After the incident, the main issues are usually fixed shortly, and other non-urgent tasks are done in our usual process without the help of incident.io.
With some tweaking and custom workflows around them, follow-ups could become relevant for us, but that's not the case by default.
With some tweaking and custom workflows around them, follow-ups could become relevant for us, but that's not the case by default.
What problems is the product solving and how is that benefiting you?
Incident.io is mainly solving our internal communication during incidents. With some automation, workflows and good insights from the tool, it helps us bring information to every department of the company without impacting our ability to resolve the issue.
Central to our incident response processes
What do you like best about the product?
incident.io allows us to focus on resolving the incident, not the admin around it. Being integrated with Slack makes it really easy, quick and comfortable to use for anyone in the company, with no prior training required.
It's very customisable, with the powerful workflows features and the flexibility to create as many custom fields as we need to help us with our reporting.
The growing list of integrations with tools such as Jira, Pagerduty, our status page provider, etc, really helps keep everything together.
It's very customisable, with the powerful workflows features and the flexibility to create as many custom fields as we need to help us with our reporting.
The growing list of integrations with tools such as Jira, Pagerduty, our status page provider, etc, really helps keep everything together.
What do you dislike about the product?
There's nothing in particular I dislike, really. There's obviously so much more a tool like this could do, but the team are great and have to seem to have a clear vision, with new features being delivered quickly and at a consistently high quality.
What problems is the product solving and how is that benefiting you?
incident.io is central to our incident management process. Before we tried to manage incidents in a similar way, but it was ad-hoc and took time away from resolving the incident. Having this managed consistently, plus all the extra features incident.io has to help manage and report on incidents takes a lot of load off those participating in incidents, allowing them to focus on what really matters.
incident.io - great team, great product
What do you like best about the product?
Customisation to your team's needs is almost endless. The team is incredibly receptive to feedback and is constantly trying to innovate!
What do you dislike about the product?
Implementing new software into teams can always be challenging. Just need to make everyone realise how great a tool it can be!
What problems is the product solving and how is that benefiting you?
Standardising business processes whilst teaching the company the long term value of effective incident resolution and post-incident insights.
A great tool that makes incident management easy
What do you like best about the product?
I enjoy that everything (or most things) is on Slack. I'm on slack all day at work, so not having to flick through other apps to get all my information is vital. Also, bringing in more people is as easy as calling their slack handle. Whether I'm involved in reporting or following an incident, I find it helpful just to use slack.
Incident.io also has a feature for game days, which my team have used in the past. This feature helped me build my confidence in dealing with incidents, as it is similar to how you would report and deal with an actual incident.
Also, I appreciate the web UI that incident.io has. They have some beneficial integrations that I use, and I'm sure they are working on adding more which should help more people.
I like the zoom call added to every incident. I think it's a great touch!
Incident.io also has a feature for game days, which my team have used in the past. This feature helped me build my confidence in dealing with incidents, as it is similar to how you would report and deal with an actual incident.
Also, I appreciate the web UI that incident.io has. They have some beneficial integrations that I use, and I'm sure they are working on adding more which should help more people.
I like the zoom call added to every incident. I think it's a great touch!
What do you dislike about the product?
I've not worked with this tool that much, so I can't think of anything I dislike. There is one thing I would like to see improved:
- I would like the "Incident Timeline" part to have more details as it's added to the post-mortem. Or, if possible, change the way it's visualised so it's more UX-friendly.
- I would like the "Incident Timeline" part to have more details as it's added to the post-mortem. Or, if possible, change the way it's visualised so it's more UX-friendly.
What problems is the product solving and how is that benefiting you?
Incindent.io makes incident management easier. Every company, including ours, will have incidents at some point. So being able to have a tool that brings every step of incident management together and also to Slack which everyone uses at all times, is very beneficial.
They absolutely nailed the UX
What do you like best about the product?
My favourite thing about the product is how it lets you start somewhere simple, with a focus on helping you run incident response through Slack.
Once you're ready for more, it's got great features you can dive into (post-mortem templates, action item tracking) and integrations with all the major tools (Statuspage, GitHub, etc) you'd expect.
I'm excited about all the new insights features they're building, and I think they'll help us better understand our operational work.
Once you're ready for more, it's got great features you can dive into (post-mortem templates, action item tracking) and integrations with all the major tools (Statuspage, GitHub, etc) you'd expect.
I'm excited about all the new insights features they're building, and I think they'll help us better understand our operational work.
What do you dislike about the product?
It's hard for me to find fault with it. The only thing I can think of is that their third-party integrations don't cover some of the more niche tools yet, but with the pace that the incident.io team have been adding them, I don't think that'll be true for long.
They've already implemented most of what we use.
They've already implemented most of what we use.
What problems is the product solving and how is that benefiting you?
incident.io automates away the tedious parts of incident response, and lets you focus on what matters.
That means getting to the bottom of what's wrong faster, and reducing negative impact on customers.
That means getting to the bottom of what's wrong faster, and reducing negative impact on customers.
Recommendations to others considering the product:
N/A
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