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incident.io made our incident response more efficient and consistent
What do you like best about the product?
The team is top banana — super responsive and helpful.
Product-wise, I would give a special mention to the web app. I particularly enjoy using it to get a quick overview of an ongoing incident and to manage actions/follow-ups.
Product-wise, I would give a special mention to the web app. I particularly enjoy using it to get a quick overview of an ongoing incident and to manage actions/follow-ups.
What do you dislike about the product?
As an incident responder, I haven't found much to dislike about the product. My only gripe would be around the creation of actions/follow-ups via Slack: I wish it were a bit snappier.
What problems is the product solving and how is that benefiting you?
It allows me to focus on the incident response without having to think about the process. Essentially, incident.io makes our incident response more efficient and consistent.
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Intuitive and super easy tool to use, with a great CS team!
What do you like best about the product?
The tool is super easy to set up, and we were able to deploy their solution within hours across our organisation with a very simple runbook and immediately add value.
What do you dislike about the product?
Some things are not entirely optimised when running post mortems (i.e. having to copy and paste docs/links), but I know they're working on it, so expect this will eventually be like the rest of their product
What problems is the product solving and how is that benefiting you?
We needed a way to automate our incident runbook and make decision-making easier for those hands-on with an incident. Incident.io solves this by providing automation within Slack, connecting up multiple tools and simplifying the process for our incident responders
Incident.io has enabled the best incident management process I've seen during my career
What do you like best about the product?
Incident.io makes managing production outages much easier and more streamlined. It meets us where we're already at, conversing in Slack, and provides an easy record of how the incident was handled. It also has a strong focus on producing incident retrospectives, and makes that dead easy to do, which has really enabled our teams to use incidents as learning opportunities and encourages us to continually improve.
What do you dislike about the product?
I'm not sure if this is a downside with incident.io or with the rest of the world, but its external reporting capabilities are limited, and our external stakeholders have more traditional expectations around how they want us to provide incident reports. That said, we've been able to work around that relatively easily, and the incident.io team has been super helpful in trying to understand our challenges and considering ways to overcome them.
What problems is the product solving and how is that benefiting you?
The biggest problem with incident management is getting all the right people needed to solve the problem in the same shared context. Incident.io does a great job of that by handling all the slack magic to get everyone together, and it does a great job with it's prompts and reminders to make sure that everyone that joins the incident channel can get up to speed quickly on what the current status is. Gone are the days of having to stop what you're doing every time a new person joins the call and get them up to speed on the current status.
Also, the retrospectives template makes having incident post-mortems just so SO easy, which really enables us to continually improve our software with the learnings from each incident.
Also, the retrospectives template makes having incident post-mortems just so SO easy, which really enables us to continually improve our software with the learnings from each incident.
Master your Communication and Collaboration during Incidents
What do you like best about the product?
At Future PLC, we are a publishing company; as much as we would like our platform to be state of the art, incidents happen. The most critical thing during an incident is obviously the investigation and resolution, but there is also managing the expectations of your editorial teams and your direct consumers.
Incident.io help us do that in a collaborative tool and decrease the overhead of communication by allowing a space where people can follow the status of your current incident and automatically generate reports and post mortems documents with the findings, follow ups and action items to do around the issues spotted.
It's really a good tool and we used it intensively at Future PLC.
Incident.io help us do that in a collaborative tool and decrease the overhead of communication by allowing a space where people can follow the status of your current incident and automatically generate reports and post mortems documents with the findings, follow ups and action items to do around the issues spotted.
It's really a good tool and we used it intensively at Future PLC.
What do you dislike about the product?
The incident.io team is really reactive to all our feature requests. May be perhaps the possibility to connect incident.io and GA so we can relate Incidents to traffic loss (or no traffic loss) and help assessing more quickly the business impacts of an incident.
What problems is the product solving and how is that benefiting you?
Communication and Collaboration during Incidents, allowing people that are on call to focus on the investigations rather than already managing the communication of what is going on.
Great Incident Manager
What do you like best about the product?
I love all of the automated processes that get kicked off once an incident is raised. Currently, we're spinning up a dedicated Slack channel, notifying the company in a Slack post, creating a dedicated Zoom room, creating a Jira task, notifying the engineer on call through OpsGenie, and creating a retro document through Notion. I don't want to think about doing all those pieces separately, and I don't have to!
What do you dislike about the product?
incident.io is still fairly new to us and we haven't gotten past the honeymoon stage. Nothing has stood out as an improvement yet.
What problems is the product solving and how is that benefiting you?
It manages all the logistics of escalated events. There are a lot of moving pieces and incident.io takes care of that.
Fast product development and an attentive team
What do you like best about the product?
incident.io makes it incredibly easy to build workflows to manage incidents. When we have an incident, several Slack channels are notified automatically, we page an incident lead to help drive to resolution, and when we're done, we can use their timeline to learn more about the incident itself.
Their product development turnaround is also wildly impressive, often seeing weekly releases with big improvements. We've requested several features that have been turned around very fast.
Their product development turnaround is also wildly impressive, often seeing weekly releases with big improvements. We've requested several features that have been turned around very fast.
What do you dislike about the product?
Company is going through a big growth period which can lead to you knowing more about the product than your customer success rep.
What problems is the product solving and how is that benefiting you?
We needed a tool that was able to help us improve (and automate) communication when incidents happen, something that would be easy for many teams to adopt (automatic incident creation from Pagerduty is :chefskiss:), and something that improved the creation of postmortem type documents. If you've ever tried to copy and paste from Slack, you know how awful this is.
incident.io solved all of this for us. Once we got our larger incident workflow configured, we had an incident lead run an incident without any training on the new workflow.
incident.io solved all of this for us. Once we got our larger incident workflow configured, we had an incident lead run an incident without any training on the new workflow.
The best companion for your incident process
What do you like best about the product?
Incident.io is your best friend during an incident!
It allows you to start the incident process, gather all the people into the same channel and video call, reminds you when it's time to share updates and helps you to aggregate and present the post-mortem and follow-up actions in a very structured way.
It allows you to start the incident process, gather all the people into the same channel and video call, reminds you when it's time to share updates and helps you to aggregate and present the post-mortem and follow-up actions in a very structured way.
What do you dislike about the product?
To be honest I don't see any big downside other than having some integrations with tools like Notion or Jira to publish the post-mortem and connecting the follow-up actions to our ticket boards.
What problems is the product solving and how is that benefiting you?
Incident.io is helping us on focusing on the incident itself and removes all the low level, boring and distracting chores of creating a room for handling the incident, gathering people and drafting the initial post-mortem.
The calm within storms...
What do you like best about the product?
Before incident.io, our incident management was incredibly rudimentary and ad-hoc.
incident.io helped us formalise this making it easier to collate, surface and digest information after incidents.
incident.io helped us formalise this making it easier to collate, surface and digest information after incidents.
What do you dislike about the product?
incident.io has plenty of integrations but doesn't yet have one to attach Grafana charts onto an incident timeline directly.
It's strong to say that lack of this is a "dislike", but it would make the tool even stronger.
It's strong to say that lack of this is a "dislike", but it would make the tool even stronger.
What problems is the product solving and how is that benefiting you?
It provides and solves:
- A way to streamline communication whilst still improving stakeholder visibility
- Guardrails for incident response, to bring consistency to the process
- Improved incident transparency through easy to follow documentation
- A way to streamline communication whilst still improving stakeholder visibility
- Guardrails for incident response, to bring consistency to the process
- Improved incident transparency through easy to follow documentation
Very useful tool
What do you like best about the product?
I love the fact that it creates a dedicated channel. This way every incident is treated singularly and there is no mash-up of info coming from different sources. It made me way more confident about running incidents.
What do you dislike about the product?
I am not too fond of the post mortem because it requires a lot of re-working from our side so we can't use it.
What problems is the product solving and how is that benefiting you?
The main benefit is having incidents run in dedicated channels. The advantage is that we have to do a lot less work for post-incident admin as all the info we need is on that channel.
Incident.io is like cruise control for incident management!
What do you like best about the product?
It's very easy to use and sets you up with best practices from day one. It guides engineers to the right way of doing things with great product design and seamless integrations.
What do you dislike about the product?
Not much so far. I would love to get more insights / analytics features, but the csv export is definitely good enough for now. Maybe exporting the data automatically to something like google sheets would help us get more real time insights.
What problems is the product solving and how is that benefiting you?
It helps us gain insights into how well different teams are responding to incidents and know which parts of the system to focus our attention on imporving. It teaches engineers how to respond to incidents with the great product design. It requires very little effort to get new engineers onboarded.
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