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Smoother incident management
What do you like best about the product?
The way it is flexible and forces you to a better incident management approach does change the incidedent management culture in the company.
The support takes our feedbacks very serious and they are very responsive.
It was usually very easy to integrate the current toolchain we have.
Onboarding was very easy. There are nice documentations and video tutorials.
This became our main service to manage incidents.
The support takes our feedbacks very serious and they are very responsive.
It was usually very easy to integrate the current toolchain we have.
Onboarding was very easy. There are nice documentations and video tutorials.
This became our main service to manage incidents.
What do you dislike about the product?
I recommended the service to some of my friends but as far as I know incident.io doesn't provide a free version for small companies.
What problems is the product solving and how is that benefiting you?
Build better practices for incident management.
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Incident.io is the best incident management software
What do you like best about the product?
We use incident.io at our company and their customer service is amazing. They were incredibly attentive and responsive to our needs. When we required capabilities beyond their initial scope, they didn't turn us away. Instead, they collaborated with their engineering team to develop the necessary solutions. Their proactive and dedicated approach is rare and truly sets them apart. I highly recommend this company for their exceptional service and commitment to client success.
What do you dislike about the product?
I appreciate that this company offers Terraform, even though it currently doesn't cover everything. The encouraging part is that they are actively working to upgrade this capability. Their commitment to continuous improvement and expanding their offerings is a positive sign, and I'm confident they'll soon have a more comprehensive solution.
What problems is the product solving and how is that benefiting you?
Incident.io is solving the challenge of fragmented incident management by integrating all aspects into a single system. This integration significantly benefits us by streamlining our processes and dramatically increasing our response time. With everything in one place, we can handle incidents more efficiently and effectively, leading to quicker resolutions and less downtime.
Amazing product, unparalleled customer support
What do you like best about the product?
Incident.io does everything for incident management, from the moment you receive an alert to the moment you close a post-mortem. They always come up with solutions you didn't know you needed, that make the tool super powerful. For simple use cases it's very easy to setup; for complicated setups they provide everything you need to make it work, and if they don't, they will probably release it shortly after. I personally have been spoiled by their customer support, it makes every other customer support process seem like a chore.
What do you dislike about the product?
With the amount of features they release it's sometimes hard to keep up because there is always something new to try or improve.
What problems is the product solving and how is that benefiting you?
Without a proper response process, incidents become chaotic. Incident.io has helped us define a proper process for the organization, automating many parts of it and integrating easily with our existing tools.
An excellent tool to seamlessly automate incident management concerns.
What do you like best about the product?
The primary advantage we've seen since adopting incident.io is having a consistent interface to dealing with incidents. Our engineers already used slack as a response platform, but without the templated automation of channel creation/management, stakeholder updates & reminders, post-incident review pipeline etc., incidents often felt haphazard and bespoke, with problems cropping up weeks later when some process points may have been omitted during the fire.
Now engineers are comfortable that when the proverbial alarm bells ring at 3am, they won't miss out important process while dealing with chaos, or have to be reading through long incident-management runbooks that aren't related to the problem at hand. Ability to focus entirely on resolving the issue while incident.io makes sure every box is checked has been keenly felt within the engineering teams.
Ease of use is fantastic, the commands and directory of usage through `/inc` is very intuitive, and requires minimal cheatsheets injected into the incident startup script from our side. Realistically as a responder the training requirement is essentially none.
The tooling was easy to install, even with a few semi-complex workflows for various custom functionality we wanted, and fantastic customer support with prompt responses from the integrated partner channel and our amazingly helpful CSM Georgie.
Now engineers are comfortable that when the proverbial alarm bells ring at 3am, they won't miss out important process while dealing with chaos, or have to be reading through long incident-management runbooks that aren't related to the problem at hand. Ability to focus entirely on resolving the issue while incident.io makes sure every box is checked has been keenly felt within the engineering teams.
Ease of use is fantastic, the commands and directory of usage through `/inc` is very intuitive, and requires minimal cheatsheets injected into the incident startup script from our side. Realistically as a responder the training requirement is essentially none.
The tooling was easy to install, even with a few semi-complex workflows for various custom functionality we wanted, and fantastic customer support with prompt responses from the integrated partner channel and our amazingly helpful CSM Georgie.
What do you dislike about the product?
Nothing major here, so far we've seen a lot of benefits and very few problems with incident.io. My one concern would be that as a customer we've been quite fortunate in that all our major tooling is already supported through integrations, although incident.io's integrations are reasonable but not that extensive. It might have been a problem to integrate tooling if we weren't already using market leading solutions in the industry for triage calls / monitoring etc.
What problems is the product solving and how is that benefiting you?
Incident.io is helping us automate company incident management process, so that all incidents are handled in a consistent manner, minimising burden on engineers during intense incident response windows, and increasing stakeholder confidence that every bit of process around incident management is completed and recorded.
Elegant Solution for Managing Difficult Issues
What do you like best about the product?
Since implementing Incident Io in our company, it has made incident management much less stressful to manage.
The integration to Slack has meant that we can manage business updates and bring in the teams we need to efficiently and easily as well as giving everyone the visibility needed to be aware and up to date of what's going on.
Its incredibly easy to utilise and the ability to personalise elements of it to our business have been great.
Highly recommend the tool to anybody.
The integration to Slack has meant that we can manage business updates and bring in the teams we need to efficiently and easily as well as giving everyone the visibility needed to be aware and up to date of what's going on.
Its incredibly easy to utilise and the ability to personalise elements of it to our business have been great.
Highly recommend the tool to anybody.
What do you dislike about the product?
I can honestly say I have no complaints when it comes to incident io - so far, it's been a flawless experience and can say that it's personally made my role a hundred times easier when I'm involved in incidents.
What problems is the product solving and how is that benefiting you?
One of the key benefits to me of using this tool, is the handling of key business communication during an incident and being able to ensure there is a central location for all reports, questions and updates.
Great product and team
What do you like best about the product?
The easy of use of the system within Slack has been great for people in the company and it is incredibly easy to collaborte on incidents as a result. The Speed at which new features are rolled out is great adn the level of support we get is fantastic
Out initial setup was very easy adn despite asking a lot of questions on tweaks etc, we have always had good discussions and in some cases alternative ideas to solve the same solution.
There are a number of integrations out of the box and this has also helped us to get people accustomed to the wider ecosystem.
Out initial setup was very easy adn despite asking a lot of questions on tweaks etc, we have always had good discussions and in some cases alternative ideas to solve the same solution.
There are a number of integrations out of the box and this has also helped us to get people accustomed to the wider ecosystem.
What do you dislike about the product?
I am having to really look for something here. We have had an amazing experiecne so far.
I like the status pages, but the one thing that would make it better is to have the service uptimes on the internal pages
I like the status pages, but the one thing that would make it better is to have the service uptimes on the internal pages
What problems is the product solving and how is that benefiting you?
Not only does incident.io give us a platform to deal with incidents, it has come a long way in providing insights and lets us create datapoints to use for our reporting across the business. The ability to hook inot alerts also helps us to get ahead of the game. Having used opsgenie, we had little uptake on alerts and managing them, but with incident.io we have a lot more engagement it seems
Great product!
What do you like best about the product?
I've been using incident.io for incident management at our company, and I must say, the product is simply amazing. It's user-friendly and makes incident management a breeze. What's even more impressive is the responsiveness of their support team. They've not only been prompt in addressing any issues but have also gone above and beyond to assist me. Highly recommend!
What do you dislike about the product?
Honestly, there's nothing I dislike about incident-io. It's been a fantastic tool for us.
What problems is the product solving and how is that benefiting you?
Incident.io helps us efficiently manage incidents by providing a centralized platform for communication and resolution. This streamlines our incident response process, reduces downtime, and ultimately improves our service reliability. Additionally, it allows us to track incident trends and identify areas for improvement, leading to continuous enhancements in our systems and operations.
Force multiplier
What do you like best about the product?
By automating the coordination, communication, and documentation tasks that are traditionally manual and time-consuming, incident.io frees up the incident response team to focus on solving the critical issues at hand. It ensures that all stakeholders are kept informed with the right information at the right time, reducing confusion and aligning efforts towards resolution.
What do you dislike about the product?
There isn't much to dislike; I've really enjoyed working with the tool and our customer success manager was there to support us through every step of the integration.
What problems is the product solving and how is that benefiting you?
It's giving us an 'opinionated' framework that requires little administrative overhead. It's great for us because managing the overhead of incidents were such a time and resource sync.
Amazing tool
What do you like best about the product?
Incidents.io is an amazing tool to manage incidents, also, their support is top tier, they've helped us in all of our needs promptly.
What do you dislike about the product?
I believe that having more customization options in their features would be a great add-on, some options feel a bit restricted.
What problems is the product solving and how is that benefiting you?
We're using it as an incident managment tool
Incident.io allows us to focus on what matters, not reading doc nor process
What do you like best about the product?
For our engineers working on incident, the primary interface for incident.io is slack. It's where we collaborate and where we were gathering to handle incident before introducing incident.io.
But back in the days, we had a process: it was not good or bad, it was just not followed during the adrenaline rush of an incident. Reading process doc is 100% not your goal. Who can blame the first responder that saved the day?
That's where incident.io really shines: it allows to seamlessly nudge or suggest actions. You can implement your incident management framework easily.
A few examples we implemented:
- You assessed the incident as high prio, here's a short message, with more details in the thread, on what you need to do to keep the business up-to-date. And if you need them in the call asap, here's how.
- You're on a high prio incident, maybe you should escalate to get some help? Here's a simple button.
- Incident is over? Cool, here's what we expect from you on the postmortem.
The ease of use means no training is required. It also allows us to have incident leaders with no specific training, it just got easier so you can concentrate on what matter: enhancing your system & reliability.
That's what we were and we are still benefitting from. But since incident.io introduced some AI features for no additional cost. We configured incident.io to read the incident's slack messages and it is now able to suggest pretty accurate summary. It's a suggestion, you can easily edit it before accepting it. It's not going to revolutionnize our incident management, but it definitely increased the communication quality and increased the frequency of updates shared, because they are easier to write.
And to be crystal clear: we're not sending more AI generated bullshit updates, it's able to retrieve the context, impact and stuff you mentioned 20min ago and mix it with the 2min ago message mentioning the mitigation action and summarize it in a coherent summary.
But back in the days, we had a process: it was not good or bad, it was just not followed during the adrenaline rush of an incident. Reading process doc is 100% not your goal. Who can blame the first responder that saved the day?
That's where incident.io really shines: it allows to seamlessly nudge or suggest actions. You can implement your incident management framework easily.
A few examples we implemented:
- You assessed the incident as high prio, here's a short message, with more details in the thread, on what you need to do to keep the business up-to-date. And if you need them in the call asap, here's how.
- You're on a high prio incident, maybe you should escalate to get some help? Here's a simple button.
- Incident is over? Cool, here's what we expect from you on the postmortem.
The ease of use means no training is required. It also allows us to have incident leaders with no specific training, it just got easier so you can concentrate on what matter: enhancing your system & reliability.
That's what we were and we are still benefitting from. But since incident.io introduced some AI features for no additional cost. We configured incident.io to read the incident's slack messages and it is now able to suggest pretty accurate summary. It's a suggestion, you can easily edit it before accepting it. It's not going to revolutionnize our incident management, but it definitely increased the communication quality and increased the frequency of updates shared, because they are easier to write.
And to be crystal clear: we're not sending more AI generated bullshit updates, it's able to retrieve the context, impact and stuff you mentioned 20min ago and mix it with the 2min ago message mentioning the mitigation action and summarize it in a coherent summary.
What do you dislike about the product?
We're happy customers as reflected in the recommendation score. But there's always room for improvement, for instance some integrations aren't as polished as we expect such as the follow-up and postmortem part. Our process differ a little bit from the builtin process in incident.io and today APIs are not yet fully ready to ingest our follow up tasks created externally into incident.io.
What problems is the product solving and how is that benefiting you?
Incident.io solves the incident management process implementation by seamlessly help first responders to get help or communicate without getting in the way of recovery or asking them to read some static documentation.
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