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Customers love the Status Page!
What do you like best about the product?
- I'm a Customer Success Director and love how much better the feedback loop is between Engineers and CS when things go wrong
- I can easily understand what is going wrong and what customers are affected during an incident
- Customers love the Status Page, it's easy to navigate, looks really slick and takes the stress away from my team from having to manually send out communications
- The overall culture around incidents has really improved since introducing incident.io
- I can easily understand what is going wrong and what customers are affected during an incident
- Customers love the Status Page, it's easy to navigate, looks really slick and takes the stress away from my team from having to manually send out communications
- The overall culture around incidents has really improved since introducing incident.io
What do you dislike about the product?
- No complaints so far, it has been a great experience for us to date
What problems is the product solving and how is that benefiting you?
It allows our customers to understand the status of our platform
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Effortless configuration and exceptional support
What do you like best about the product?
One of out concerns when choosing between incident management tools was how quickly we can configure it and how quickly it will be adopted. And incident.io proved to be the perfect choice.
Configuring the tool was very simple. And though the tool is highly customisable, the UX is excellent and consistent, and the support is simply amazing. The team is very responsive, listens to feedback and addresses our requests quickly. It didn't take us long to get everything set up. Our teams started using the product even a month before the official announcement and onboarding. That’s how intuitive and easy to use this tool is.
Configuring the tool was very simple. And though the tool is highly customisable, the UX is excellent and consistent, and the support is simply amazing. The team is very responsive, listens to feedback and addresses our requests quickly. It didn't take us long to get everything set up. Our teams started using the product even a month before the official announcement and onboarding. That’s how intuitive and easy to use this tool is.
What do you dislike about the product?
I'd say that Insights dashboards, while providing all the data you need, could definitely be more customizable to meet the needs of different types of users.
What problems is the product solving and how is that benefiting you?
We use Incident.io to standardize and speed up incident response.
Quick and easy incident management
What do you like best about the product?
As I'm not an engineer, it makes it incredibly easy for me to 1) understand the thought process behind our product development team's actions, 2) keep up to date with the context of an incident, 3) understand who's involved and in what capacity
This, in turn, makes it a wonderful medium for me to drip-feed only the necessary details and information to my team, so they can be aware in case there's anything worth proactively flagging to our customers.
There's also extra points (and this is arguably the most important benefit) that I've never had any training on incident.io by anyone, and I don't even need it! The tool is intuitive, user-friendly, and incredibly easy to navigate (even when you just pop in the tool now and then, and wouldn't have the time to "click around" to get familiar with it). Great design!
This, in turn, makes it a wonderful medium for me to drip-feed only the necessary details and information to my team, so they can be aware in case there's anything worth proactively flagging to our customers.
There's also extra points (and this is arguably the most important benefit) that I've never had any training on incident.io by anyone, and I don't even need it! The tool is intuitive, user-friendly, and incredibly easy to navigate (even when you just pop in the tool now and then, and wouldn't have the time to "click around" to get familiar with it). Great design!
What do you dislike about the product?
Haven't come across something I dislike so far!
What problems is the product solving and how is that benefiting you?
Helps bring teams together and quickly respond to incidents. It's also easy to keep up to date with the latest actions, and who is responsible for what.
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.
An excellent product & easy to use
What do you like best about the product?
Impressive Incident Workflows - excellent guide from start to finish
Slack integration - ability to do everything from slack
Top-class customer support - quick and helpful responses!
Slack integration - ability to do everything from slack
Top-class customer support - quick and helpful responses!
What do you dislike about the product?
Not a lot to dislike - especially given how quickly feedback is heard and incorporated.
What problems is the product solving and how is that benefiting you?
Raise & resolve incidents quickly to hugely minimise customer impact
Amazing Customer Support experience
What do you like best about the product?
Their Customer Support team has set a high standard for excellence in customer service. Their professionalism, expertise, and commitment to customer success make them a trustworthy partner.
I was impressed by their attention to detail and ability to communicate complex concepts clearly and concisely. They kept me informed throughout the process, ensuring that my issues were addressed promptly and satisfactorily.
I was impressed by their attention to detail and ability to communicate complex concepts clearly and concisely. They kept me informed throughout the process, ensuring that my issues were addressed promptly and satisfactorily.
What do you dislike about the product?
The integration with Zendesk is excellent, but agents must manually pick from the list to attach the tickets to the correct incident, which can lead to human error and miss classification. Is there any AI feature on the roadmap?
What problems is the product solving and how is that benefiting you?
Incident.io provides a centralized platform to manage, track and document incidents for us. It improves our communication and collaboration. We can easily connect and stay in the loop with our team members during incident response on Slack. Real-time updates, task assignments, and status tracking keep everyone on the same page. It's like having a virtual war room where we can tackle incidents together.
One thing that's really made a difference is the increased accountability and transparency. With incident.io, we can track actions, assign responsibilities, and keep everyone in the loop.
One thing that's really made a difference is the increased accountability and transparency. With incident.io, we can track actions, assign responsibilities, and keep everyone in the loop.
Makes the coordination in incidents easy
What do you like best about the product?
I enjoy how incident.io takes care of all those things that are easy to forget when an incident happens.
Actions, follow-ups and the whole incident management machine's complexity is hidden behind intuitive slack commands.
Coordination is also something I enjoy as it makes it easier to discuss issues in a self-contained place where one can go back to check what happened and when.
I also love how the team is super open and responsive to feedback and ideas.
Actions, follow-ups and the whole incident management machine's complexity is hidden behind intuitive slack commands.
Coordination is also something I enjoy as it makes it easier to discuss issues in a self-contained place where one can go back to check what happened and when.
I also love how the team is super open and responsive to feedback and ideas.
What do you dislike about the product?
Not sure about this, so far I've been a very happy user!
What problems is the product solving and how is that benefiting you?
We use Incident to manage incidents but also to coordinate bigger projects where it's easier to lose track of parallel work happening.
Having a dedicated space, with tools that support this kind of collaboration, integrated with our tooling is incredibly useful and productive.
Having a dedicated space, with tools that support this kind of collaboration, integrated with our tooling is incredibly useful and productive.
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.
Best in class customer experience
What do you like best about the product?
Incident.io's support process and standards are excellent. Ease of use and ease of implementation are critical to gaining buy-in from incident responders, and incident.io is a breeze. It's integration features are easy to implement. I use it every day and it's one of the few tools that I use that actually brings me joy.
What do you dislike about the product?
Being a startup, the breadth of integrations that they support is modest, but I can't wait to see what comes out of the next couple of years.
What problems is the product solving and how is that benefiting you?
It allows us to automate what was previously a small novel's-worth of processes and procedures. With incident.io we don't really need to train responders; they can pick up the tool and start using it to solve problems for our customers straight away. The postmortem / CoE process is also heavily automated where it wasn't before. Fewer follow-ups slip through the cracks in our fast-paced work environment.
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