incident.io
incident.ioExternal reviews
179 reviews
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Crucial piece of your incident management
What do you like best about the product?
Incident.io is extremely easy to use. The platform is easy to set up and integrates well with several tools. Making it a critical part of our incident handling and communication process. It helps both during an incident and the post-incident/post-mortem process by allowing users with little training to manage incidents like pros.
What do you dislike about the product?
Some of the best features are in the pro plan, and the price discrepancy between the basic and the pro can be daunting. Especially since incident.io doesn't handle alerting, you need to rely on a separate platform to manage alerts.
What problems is the product solving and how is that benefiting you?
It simplifies the collaboration and communication process during an incident. Ensuring all needed parties are well informed about an incident and the necessary follow-up work is handled appropriately.
Not just for big teams!
What do you like best about the product?
In the past our incident process was very manual and haphazard. Incident.io has automated all the parts like creating a Slack channel, ensuring the right people are there, and nudging responders to provide timely status updates.
It also provides a common interface, available to all, for updating the incident status.
As a small 30-person company, I wasn't sure we needed a tool to manage an occasional process like incidents but it has been helped to make incidents a whole-company activity. For example, our marketing dept would be aware of an ongoing incident and could pause a campaign until it was resolved; and our support team is kept in the loop about resolutions.
It also provides a common interface, available to all, for updating the incident status.
As a small 30-person company, I wasn't sure we needed a tool to manage an occasional process like incidents but it has been helped to make incidents a whole-company activity. For example, our marketing dept would be aware of an ongoing incident and could pause a campaign until it was resolved; and our support team is kept in the loop about resolutions.
What do you dislike about the product?
As, primarily, a Slack app it's somewhat limited by the Slack UI and this can lead to less-than-ideal UX.
The pricing also jumps up tremendously if you need more than 2 integrations or a few workflows. I tend to find we don't use the product as much as we could because of the price jump.
The pricing also jumps up tremendously if you need more than 2 integrations or a few workflows. I tend to find we don't use the product as much as we could because of the price jump.
What problems is the product solving and how is that benefiting you?
Incident.io provides a place for us to gather the right people, communicate the incident status, and reflect afterwards on lessons we can learn
Makes handling crisis or live issues a breeze
What do you like best about the product?
Amazing slack integration makes handling incidents completely in slack a breeze. This lets our team not have to think about yet another service and instead handle it in a more human and integrated way.
What do you dislike about the product?
Kind nit picking but it'd be great to have the ability to automatically publish a postmortem or even just allow users to do it from slack. It's currently the only thing we need to go to the incident.io website for.
What problems is the product solving and how is that benefiting you?
Handling incidents in a more uniform and thorough manner. Allow process to take over when tension is high
Streamlining incident response with exceptional support
What do you like best about the product?
Incident.io stands out due to its phenomenal team - throughout our onboarding process they have been incredibly responsive and helpful. The product itself is flexible, very user friendly, and integrates easily with other tooling.
We have been able to seamlessly replace our existing incident response processes with an improved user experience and a plethora of enhanced features.
We have been able to seamlessly replace our existing incident response processes with an improved user experience and a plethora of enhanced features.
What do you dislike about the product?
Incident.io is primarily structured to support smaller organizations and can run into issues at scale. Although the native analytics page (Insights) is very helpful, it can be difficult to extract more customized data views.
The incident.io team is continuously adding features and making improvements in these areas. They have been highly receptive to our feedback!
The incident.io team is continuously adding features and making improvements in these areas. They have been highly receptive to our feedback!
What problems is the product solving and how is that benefiting you?
Incident.io brings structure to our incident management program allowing us to draw additional insights and refine our processes.
So much time saved on incident timelines and write ups
What do you like best about the product?
- Less time spent putting together an accurate timeline of an incident. It's so easy to pin important messages and updates and automatically it creates the timeline for you
- Actions and follow up assignments are easy to use and it's easy to tag and escalate to people.
- Spend more time in post mortems looking at problem solving and long term improvements instead of worrying about paperwork
- Insights over time provide useful info on trends.
- Works well with PagerDuty integration and our escalation paths
- Actions and follow up assignments are easy to use and it's easy to tag and escalate to people.
- Spend more time in post mortems looking at problem solving and long term improvements instead of worrying about paperwork
- Insights over time provide useful info on trends.
- Works well with PagerDuty integration and our escalation paths
What do you dislike about the product?
- Follow ups can't easily be linked to shortcut with custom tags after post mortems but I know they are listening to our feature requests
- Post mortems need to get updated after the meetings manuall once they are exported to a wiki. It would be great to be able to edit them
- Need to be able to have more customisable graphs and views created for reporting on insights and specific fields that are not currently available in the insights view.
- Post mortems need to get updated after the meetings manuall once they are exported to a wiki. It would be great to be able to edit them
- Need to be able to have more customisable graphs and views created for reporting on insights and specific fields that are not currently available in the insights view.
What problems is the product solving and how is that benefiting you?
Reducing time taken spent on process and written documentation from incident management, making it easy for any individuals involved with an incident to follow our processes and send reminders for things like setting communicators and regular updates.
A tool that works with you - instead of forcing you to change the way you work.
What do you like best about the product?
There are two important things that incident.io "just got right" for my company.
* The tool aligns itself with your current incident management process - instead of forcing you to align your process with a tool. We already had a (very manual) incident management process and we were suffering from a lack of adherence to the process. With incident.io, we were able to configure it to guide our Responders to the process without them needing to memorize a bunch of proceedures. The tool simply knows when something should occur and either automates that (when possible) or provides guidance to the Responder on what needs to be done.
* It upped our game where it comes to our processes and reporting. Because incident.io has many clients and many customers - just poking around in it will guide the admin to industry best practices and helps encourage streamlining or optimizing the useage of the tool to reduce mental load duing an incident. Couple that with an excellent support model. Lucy Jennings - our account rep is amazing at helping us understand where we deviate from other customers and she takes the time to understand why we deviate ourselves. Sometimes the outcome is we figure out we should align with others. Other times it's a product request to expand the capabilities of incident.io. Whilst I would love to think we have the best account rep incident.io has to offer... judging from what I see on LinkedIn I think whomever is assigned to your company will be equally top notch (but you're still amazing, Lucy!).
* The tool aligns itself with your current incident management process - instead of forcing you to align your process with a tool. We already had a (very manual) incident management process and we were suffering from a lack of adherence to the process. With incident.io, we were able to configure it to guide our Responders to the process without them needing to memorize a bunch of proceedures. The tool simply knows when something should occur and either automates that (when possible) or provides guidance to the Responder on what needs to be done.
* It upped our game where it comes to our processes and reporting. Because incident.io has many clients and many customers - just poking around in it will guide the admin to industry best practices and helps encourage streamlining or optimizing the useage of the tool to reduce mental load duing an incident. Couple that with an excellent support model. Lucy Jennings - our account rep is amazing at helping us understand where we deviate from other customers and she takes the time to understand why we deviate ourselves. Sometimes the outcome is we figure out we should align with others. Other times it's a product request to expand the capabilities of incident.io. Whilst I would love to think we have the best account rep incident.io has to offer... judging from what I see on LinkedIn I think whomever is assigned to your company will be equally top notch (but you're still amazing, Lucy!).
What do you dislike about the product?
They are aware and working on feature sets for this, but the post-mortem export to Confluence is a bit limiting. The main limitation is that it doesn't allow you to re-export a post-mortem documentation with new data. We like to fill in the post-mortem documentation with the discussion meeting and this means now that we export, edit the export, and those edits can't make their way back to incident.io. We would prefer a system where the post-mortem could be run from within incident.io and then the export becomes more of a long term archive than anything else.
What problems is the product solving and how is that benefiting you?
* Ensuring that our incident management process is adhered to without creating cognitive load on Responders or manual auditing.
* Insights into our incidents that wasn't possible when it was just a collection of wiki pages.
* Insights into our incidents that wasn't possible when it was just a collection of wiki pages.
A smooth experience during stressful times
What do you like best about the product?
The integration with slack is slick and the web experience flows easily. Incident.io makes working through stressful incidents smooth, there are better places to be focusing your energy during an incident than your reporting software. It helps rather than hinders, which is such a breath of fresh air. Every interaction with their support I have had has been friendly and helpful.
What do you dislike about the product?
I haven't found it yet, though I am sure if I do their support team will help me address it.
What problems is the product solving and how is that benefiting you?
Incident.io is lifting a bunch of the weight around incident management and helping me get through these stressful moments at work.
Customizable, easy to set up and easy to transition
What do you like best about the product?
The ease of use and the interface. It's so easy that for reporters across the company it's basically no training and for responders or users custimzing workflows it's minimal. After customizing the catalog we could quickly implment the tool and onboard the entire business. With any tool the biggest challeng is getting people to change their behaviors and this tool functioned similar to our own previous slackbot so it was easier to get people on board with the change.
We can allow all busienss units to customize workflows for their specific process while having a consistent process overall across the company and we can keep track of any setting changes with audit logs going to DataDog. It gives us the flexibility and oversight we need.
Incident.io is constantly releasing new features. The tool is saving us a lot of development effort and time. We were maintaining and developing our own internal slack bot but there was no way we could support and offer our company all the customizations incident.io does, including the integrations.
There customer support is always there to answer
We can allow all busienss units to customize workflows for their specific process while having a consistent process overall across the company and we can keep track of any setting changes with audit logs going to DataDog. It gives us the flexibility and oversight we need.
Incident.io is constantly releasing new features. The tool is saving us a lot of development effort and time. We were maintaining and developing our own internal slack bot but there was no way we could support and offer our company all the customizations incident.io does, including the integrations.
There customer support is always there to answer
What do you dislike about the product?
The internal reporting and analytics is the main lacking feature of the tool. It's good for department level or smaller organizational reporting but enterprise level reporting and any report customization is missing. We have heard that they are working on improving reporting. We can also export all the data automatically with integrations to do datavisualizations in our tools.
What problems is the product solving and how is that benefiting you?
It is allowing us to have one central tool across a diverse and complex organization. We can have a standard process to submit product and security incidents and allow product groups to customize their own incident workflows.
Structured and clear process of incident response
What do you like best about the product?
Incident.io is extremely helpful when dealing with Incidents, it helps to follow a clear and intuitive process. It allows bringing a structure into the incident investigation, but what is especially valuable, it enables great functionality to track mortem analysis and follow-up actions as per agreed mitigation plan.
I definitely recommend this easy-to-use and reliable tool.
I definitely recommend this easy-to-use and reliable tool.
What do you dislike about the product?
The only one thing that comes to my mind is Metrics Dashboard - Insights. It would be great to have a wider range of available metrics and ensure more flexibility when choosing custom fields.
As of now I need to export data to Excel to analyze the data.
As of now I need to export data to Excel to analyze the data.
What problems is the product solving and how is that benefiting you?
We use Incident.io to manage our incident management process.
Great incident tooling
What do you like best about the product?
Incident.io has dramatically improved the experience for calling incidents in our organization, and improved the process we use to handle them. Good support and documentation during implementation has made the transition smooth, and new users have found the product easy enough to grasp that training isn't generally required (the `/inc tutorial` functionality covers most of the rest).
It's allowed us to deprecate and remove an inferior home-grown alternative, make things smoother/easier/less stressful during incidents, and provided much more insight into what we're doing.
External and internal status pages integrate nicely with custom fields and flows; and incident.io integrates nicely with our existing monitoring, alerting, and communications stack.
It's allowed us to deprecate and remove an inferior home-grown alternative, make things smoother/easier/less stressful during incidents, and provided much more insight into what we're doing.
External and internal status pages integrate nicely with custom fields and flows; and incident.io integrates nicely with our existing monitoring, alerting, and communications stack.
What do you dislike about the product?
There are a number of improvements incidents.io can make that can enable better processes in an organization- the majority of these are on the roadmap, so less a dislike about incident.io, and more impatience.
It's very tempting to use incident.io for non-incident operational processes, be they maintenance/upgrades, customer requests, etc- the lack of alternative keywords and varied flows makes that tricky, but the issue is on the roadmap.
Merging incidents/incident swimlanes could help in more complex scenarios, and again, is on the roadmap.
Better API documentation, and terraform support would be very nice.
It's very tempting to use incident.io for non-incident operational processes, be they maintenance/upgrades, customer requests, etc- the lack of alternative keywords and varied flows makes that tricky, but the issue is on the roadmap.
Merging incidents/incident swimlanes could help in more complex scenarios, and again, is on the roadmap.
Better API documentation, and terraform support would be very nice.
What problems is the product solving and how is that benefiting you?
Incident.io improves our ability to handle and mitigate unexpected business risk from a number of different sources.
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