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Transformed our reliability practices
What do you like best about the product?
Incident has transformed our incident response to be calm and deliberate. It also ensures that we do proper post-mortems and complete our repair items.
What do you dislike about the product?
I hate PagerDuty and really wish incident.io would let us replace PagerDuty. Hopefully soon.
What problems is the product solving and how is that benefiting you?
Incident.io helps us respond to incidents better and prevent their future recurrence.
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Best Incident Management System.
What do you like best about the product?
Incident.io tech support is fantastic. When you have a problem, someone from incident.io immediately opens a chat with you in the slack channel, email, or anywhere else to solve the problem immediately. In addition, the evolution of functionalities happens very quickly, with a shallow feedback cycle, which helps us evolve daily.
What do you dislike about the product?
There is nothing that I dislike. Everything is amazing.
What problems is the product solving and how is that benefiting you?
incident.io solves problems such as automatically opening incidents through alerts, managing information, postmortem issues, metrics, and all other necessary information about incidents, centralized in a single place, no matter how much you use different tools.
The tool when you need it.
What do you like best about the product?
Incident.io helps coordinate and share information when you most need it. It just works and doesn't get in your way during an incident (like some other tools).
What do you dislike about the product?
It comes with all the advantages and disadvantages of the slack interface, which is great because we are already on slack, but also, it takes some getting used to with the commands
What problems is the product solving and how is that benefiting you?
Incident.io helps us deal with production incidents
Great user experience and flow control throughout an incident
What do you like best about the product?
Incident provides a great user experience when it comes to incident management. The app helps the incident lead when it comes to assigning tasks and following them up. Users of updates and prompting the team when needed is also something it does excellent. In a moment when efforts need to be fully focused on actually handling whatever is happening, Incident releases quite a lot of burden off the team's shoulders.
What do you dislike about the product?
It would be great if Incident could find a way to keep discussions less isolated. Because it all ends up happening within Slack, threads all over the place make it difficult to follow all conversations. I can see Incident helping out teams better handle this.
What problems is the product solving and how is that benefiting you?
Several painful processes upon any given incident, regardless of its size, for example, lead assignment, tasks management, end users comms, team organisation, handy reminders, etc.
Incident.io frees you from the stress and panic of an incident to concentrate on what truly matters.
What do you like best about the product?
Clearly built by a team of people who have been through the panic and despair of a poorly run incident. They have taken all those learnings to heart and made something that automates, clarifies and enables your teams to concentrate on fixing, communicating and, most importantly, learning from the incidents that happen.
Rather than trying to prevent incidents, the tool helps you almost embrace them as a means to improve your own product and teams.
Everything integrates seamlessly around Slack; new incidents are quickly declared via the commands or automatically created via your own alerting and integrations. You can easily automate further steps with the workflows allowing you to take even the most arbitrary company processes and fit them into the tool.
They also provide great insights into the data behind your incidents, allowing you to watch out for burnout in on-call teams and potential improvements to be made end to end.
They also work incredibly fast! Often times fixing bugs you've reported in minutes. They also listen closely to their customers and actively work to take on board all suggestions for improvement.
Rather than trying to prevent incidents, the tool helps you almost embrace them as a means to improve your own product and teams.
Everything integrates seamlessly around Slack; new incidents are quickly declared via the commands or automatically created via your own alerting and integrations. You can easily automate further steps with the workflows allowing you to take even the most arbitrary company processes and fit them into the tool.
They also provide great insights into the data behind your incidents, allowing you to watch out for burnout in on-call teams and potential improvements to be made end to end.
They also work incredibly fast! Often times fixing bugs you've reported in minutes. They also listen closely to their customers and actively work to take on board all suggestions for improvement.
What do you dislike about the product?
My only dislike is that we still have to use other tools! Although they have a great number of integrations already, and I know they are actively working on more, I cannot wait to see what else they can add to Incident.io to enable teams to handle almost anything from within one place.
What problems is the product solving and how is that benefiting you?
Incidents WILL happen. It is important to recognise this and have the right processes and tools in place to handle things when they do.
Incident.io helps to solve a number of issues around incidents:
- visibility across the organisation
- communication internally and externally
- coordination across teams
- standardisation of tooling
- automation
- quality and speed of response
- ownership
- reporting and post-incident learning
All of this enables our teams to be more confident, happier, eager, and efficient when dealing with incidents - resulting in a better product and experience ultimately for our customers.
Incident.io helps to solve a number of issues around incidents:
- visibility across the organisation
- communication internally and externally
- coordination across teams
- standardisation of tooling
- automation
- quality and speed of response
- ownership
- reporting and post-incident learning
All of this enables our teams to be more confident, happier, eager, and efficient when dealing with incidents - resulting in a better product and experience ultimately for our customers.
Really great tool and customer support
What do you like best about the product?
It just works and integrates with our tooling easily. If we have a feature request, the team can react really fast and implement it when asked if this is relevant for the product.
What do you dislike about the product?
It might take time to get used to it, but once it's setup you will never work without it
What problems is the product solving and how is that benefiting you?
It solves our communication issue during incident management
What's not to love!
What do you like best about the product?
Incidents are stressful, so simplicity was key for us at Skyscanner, where anybody can be an incident manager. Having looked at the competition, it was the simplicity of use and the team at incident.io that persuaded us to join the family.
Having ran our incident bot we knew it was hard to keep up with the long list of feature requests. It was essential to know that we could influence the roadmap and work with incident.io as a partner, not just a take-it-or-leave-it supplier.
Having ran our incident bot we knew it was hard to keep up with the long list of feature requests. It was essential to know that we could influence the roadmap and work with incident.io as a partner, not just a take-it-or-leave-it supplier.
What do you dislike about the product?
I've still got to get to that point, but I know that I'll be listened to when I do.
What problems is the product solving and how is that benefiting you?
Historically our incident management solution was focused on the external customer experience, although this is important, it's not the whole story. Most of our incidents are internal, requiring different communication paths. Announcement rules help solve that problem for us.
Next is infrastructure. Running your incident bot on your own Kubernetes platform doesn't help when you're fighting an infrastructure fire with hands tied behind your back.
Finally, it's features. We can't develop the features we want or don't even know about while running a travel business supporting 95m users a month. Let the experts do that while we serve our customers.
Next is infrastructure. Running your incident bot on your own Kubernetes platform doesn't help when you're fighting an infrastructure fire with hands tied behind your back.
Finally, it's features. We can't develop the features we want or don't even know about while running a travel business supporting 95m users a month. Let the experts do that while we serve our customers.
Great improvement of our incident process
What do you like best about the product?
Creating a dedicated temporary channel to split the communication was a huge improvement to help us separate concerns instead of sounding the alarms in the wrong places.
The tool’s UX is on point, the CLI helps you find what you need quickly.
Communicating with Incident.io’s team is easy.
The tool’s UX is on point, the CLI helps you find what you need quickly.
Communicating with Incident.io’s team is easy.
What do you dislike about the product?
We’d like to see new integrations such as Notion.
What problems is the product solving and how is that benefiting you?
Golem.ai uses Slack to communicate, using incident.io enhanced our overall communication of incidents between every team, also resulting in faster communication to clients if need be.
It has helped redefine roles during an incident, ensuring the correct persons are working on the problem.
We also created better decision flows to help in case of similar incidents.
It has helped redefine roles during an incident, ensuring the correct persons are working on the problem.
We also created better decision flows to help in case of similar incidents.
Quick fix & quick learn!
What do you like best about the product?
It is very, very, extremely intuitive to work with. But the main problem it's solved in our organization is the ownership. With incident.io, there's one responsible for the incident, from start to finish.
What do you dislike about the product?
Well, this is not a dislike of the product per se, but it's a new technology. Adopting new technologies is always risky and has a steep learning curve. But nothing comes to mind about the product itself.
What problems is the product solving and how is that benefiting you?
Incident reporting, monitoring, escalating and fixing. Pretty much anything you could expect from a product like this. Everything incident-related has decreased in time.
Using incident.io has made our org and myself much better at responding to and leading incidents
What do you like best about the product?
Everything is slack-centric, which is where live collab happens for us. Easy for everyone to have clarity on who is doing what to drive incident forward. The gentle reminders help guide an incident lead to moving the incident forward.
Adopting incident.io has made it very easy for us to embrace and implement incident response best practices - like having clear roles assigned, and ownership of specific action items.
The historical record we get from the slack channel for each incident is super valuable. I find myself going back to previous incident pages in incident.io (or finding old threads in the slack channel) to improve our playbooks.
The team is also super responsive. We have a shared channel with them in our company slack. They release features and improvements at an impressive clip, and we have had great interactions with them whenever we share feedback.
Adopting incident.io has made it very easy for us to embrace and implement incident response best practices - like having clear roles assigned, and ownership of specific action items.
The historical record we get from the slack channel for each incident is super valuable. I find myself going back to previous incident pages in incident.io (or finding old threads in the slack channel) to improve our playbooks.
The team is also super responsive. We have a shared channel with them in our company slack. They release features and improvements at an impressive clip, and we have had great interactions with them whenever we share feedback.
What do you dislike about the product?
Hm. Hard to find anything to dislike. We used to struggle with how noisy some of the automated messages were but we shared this feedback and it turns out they were already improving that. Now we don't have that issue at all :)
What problems is the product solving and how is that benefiting you?
It is critical to have a plan and procedure for incident response, it is even better when you have tools that automate and guide you through that procedure. incident.io let's us bake-in excellence via tooling. It gives us clarity and guidance during incident response.
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