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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
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Excellent product and support team
What do you like best about the product?
When we were looking for a tool to improve the experience for both our incident response teams as well as for communicating effectively with management, incident.io came through on both counts.
Nicely designed layouts assist in the communication and a good degree of workflow customization allowed us to match our existing process and plug in the automation without a lot of additional learning curve for the team. Integrating with the multiple other cloud services that we use was straightfoward and intuitive.
Also, their customer success and responsiveness to bug reports and feature requests is superb.
Nicely designed layouts assist in the communication and a good degree of workflow customization allowed us to match our existing process and plug in the automation without a lot of additional learning curve for the team. Integrating with the multiple other cloud services that we use was straightfoward and intuitive.
Also, their customer success and responsiveness to bug reports and feature requests is superb.
What do you dislike about the product?
While I can pull data out for summary reporting, the in-product experience is pretty limited.
What problems is the product solving and how is that benefiting you?
As noted earlier, incident.io is helping with the toilsome aspects of incident response through automation and enabling better status communication to our CS and executive teams.
Great incident and catalog management platform, especially if you are a slack shop
What do you like best about the product?
Incident.io is a fantastic platform for managing incidents, customer status pages, and infrastructure catalogs. We love that it is slack-centric, but also web-native. In particular, the deep integration with Jira for followups, the ability to create templated "learning paths" for doing all the retros in Notion and other tools is just really great.
Incidents are tough, and having all of the information in one central place that ties into the tools you use every day, is a real pleasure.
We've gotten extra value out of running "non-outage" incidents, like version release roll-outs and bug investigations as well. It was easy to configure other types of incidents, with custom fields and workflows.
I use it every week for a variety of purposes.
Customer Support has been fantastic, and the Incident.io team is always open to to constructive feedback and feature/bug fix requests.
It also integrates will with Atlassian Statuspage and Pagerduty for those kinds of tasks.
Incidents are tough, and having all of the information in one central place that ties into the tools you use every day, is a real pleasure.
We've gotten extra value out of running "non-outage" incidents, like version release roll-outs and bug investigations as well. It was easy to configure other types of incidents, with custom fields and workflows.
I use it every week for a variety of purposes.
Customer Support has been fantastic, and the Incident.io team is always open to to constructive feedback and feature/bug fix requests.
It also integrates will with Atlassian Statuspage and Pagerduty for those kinds of tasks.
What do you dislike about the product?
All new public incidents are announced by the slack app, even if it's not an "outage", like a product release, or a bug investigation. This can make for a little bit of alarm fatigue from the engineering dept.
It's also a bit tricky to get folks to think about Incidents more Holistically, in that an "incident" to those are are new to incident management, evokes the vision of a SEV0/SEV1 all things are broken problem, and it can be some effort to get teams to realize that minor and limited scope problems can be incidents too.
That's not the fault of incident.io, but more of a need to really educate teams that use the product, to lower the bar, and use the triage features if there is even the possibility that it's an incident at any level.
It's also a bit tricky to get folks to think about Incidents more Holistically, in that an "incident" to those are are new to incident management, evokes the vision of a SEV0/SEV1 all things are broken problem, and it can be some effort to get teams to realize that minor and limited scope problems can be incidents too.
That's not the fault of incident.io, but more of a need to really educate teams that use the product, to lower the bar, and use the triage features if there is even the possibility that it's an incident at any level.
What problems is the product solving and how is that benefiting you?
It's solving internal incident management, status page updates, post-mortems and after action reports, and also building the foundation for a services catalog internally.
Incident.io is an invaluable tool
What do you like best about the product?
incident.io is an essential tool for our incident management.
The way incident.io integrates with Slack has been such a valuable tool for GoCardless. It makes it easy to manage all aspects of an incident.
The in-build reminders are very helpful for ensuring that everything is kept on track.
The way incident.io integrates with Slack has been such a valuable tool for GoCardless. It makes it easy to manage all aspects of an incident.
The in-build reminders are very helpful for ensuring that everything is kept on track.
What do you dislike about the product?
We have found the fact that once an incident is private there is no option to make it public an issue.
What problems is the product solving and how is that benefiting you?
Incident.io is helping us to make sure we manage incidents in the most efficient way possible.
A tool that helps us to get focused
What do you like best about the product?
- Great customer service
- Ease of use & integration with existing tools and systems
- Great UX
- Takes the stress out of managing incidents and allows teams to really focus on fixing the issue at hand.
- A product focused team that really care about their customers
- Ease of use & integration with existing tools and systems
- Great UX
- Takes the stress out of managing incidents and allows teams to really focus on fixing the issue at hand.
- A product focused team that really care about their customers
What do you dislike about the product?
- It looks like they're looking into this already but enhancements to the current metrics dashboard would be great!
What problems is the product solving and how is that benefiting you?
Incident.io is helping us run incident management events in a much smoother way!
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.
Incident has revitalized how we handle customer issues
What do you like best about the product?
Incident continues to add new functionality with the feedback from their customers to make the tool even more optimized for their incident management. The ability to integrate across all of our core tools has been amazing for us. We've gone from a program that leveraged mostly Slack to track and get issues prioritized to a program that can report on how our individual teams are doing, prioritize effectively and most importantly, create unique workflows to involve the right individuals at the right time on incidents.
Their customer support is unparalleled as well; they've been extremely responsive and open to ideas that we have, issues we've run into, etc.
It's super easy to implement, and as a result, has become a tool that we use several times a day as a team. Highly recommended!
Their customer support is unparalleled as well; they've been extremely responsive and open to ideas that we have, issues we've run into, etc.
It's super easy to implement, and as a result, has become a tool that we use several times a day as a team. Highly recommended!
What do you dislike about the product?
N/A, for the product gaps there may be, the team is always quick to address them or provide workarounds.
What problems is the product solving and how is that benefiting you?
- Consolidation of workflows
- Streamlined reporting for teams
- Ability to loop in various stakeholders
- Driving accountability across our org
- Streamlined reporting for teams
- Ability to loop in various stakeholders
- Driving accountability across our org
Indispensable
What do you like best about the product?
It's easy to set up and even easier to run incidents on it. We use it for all our incidents, for our platform and for Security, for which we use the Private function so it's not broadcasted. We can send emails to our customers, we have specific roles and services. We are also always in contact with their customer support, and we have a dedicated service manager who is always ready to jump into our requests. We have recently integrated our Jira and Confluence ant it was a breeze. It's a tool that we use almost every day and we couldn't be happier about it!
What do you dislike about the product?
Although they are very attentive to all the requests we sometimes ask for changes that will not be implemented. We would like a little more help from this point of view.
What problems is the product solving and how is that benefiting you?
It has made running incident very easy. We all enjoy using the tool, and it extremely easy to set up. The integration with Jira has cut over 30 mins per incident from our admin chores.
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.
Where Slack and incidents collide!
What do you like best about the product?
Incident.io has become an indispensable asset in our organizational toolkit, seamlessly integrating into our workflow and daily operations on Slack. The Incident.io team is committed to continuous improvement, which distinguishes it as a standout solution in the realm of incident management. The regular updates and responsiveness to user feedback, underscore a commendable dedication to refining the user experience. A recent enhancement introduced a "suggested summary" feature for incident summaries, using AI to remove the pain of crafting the perfect summary.
What do you dislike about the product?
There is little to dislike about the design and delivery of this platform. However, I'd like to see some more customizations for reporting that fit the needs of our business. Currently, the reporting is still quite static and has limited customization capabilities.
What problems is the product solving and how is that benefiting you?
Incident Management
Public status page
Keeping stakeholders informed
Creating Post-mortems
Public status page
Keeping stakeholders informed
Creating Post-mortems
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