incident.io
incident.ioExternal reviews
179 reviews
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Quick fix & quick learn!
What do you like best about the product?
It is very, very, extremely intuitive to work with. But the main problem it's solved in our organization is the ownership. With incident.io, there's one responsible for the incident, from start to finish.
What do you dislike about the product?
Well, this is not a dislike of the product per se, but it's a new technology. Adopting new technologies is always risky and has a steep learning curve. But nothing comes to mind about the product itself.
What problems is the product solving and how is that benefiting you?
Incident reporting, monitoring, escalating and fixing. Pretty much anything you could expect from a product like this. Everything incident-related has decreased in time.
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.
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.
Elegance under fire
What do you like best about the product?
Managing incidents in the same space our team collaborates provides an elegant mechanism to support comms and alignment. We're reducing recovery times by sharing context in an incident channel, while providing clear and controlled comms to our organisation through the incident.io status pages and integrations. We've worked with incident.io to bring new features and support some of our integrations into our own backend systems to improve our service even further.
What do you dislike about the product?
Incident.io is intrinsically tied into Slack, while this works well for our use case, may be challenging for some organsisations.
The incident.io status pages are only visible to slack account holders (again; good for us to control access), but they've solved this with direct integration to StatusPage and providing API access we've integrated into our other tooling.
The incident.io status pages are only visible to slack account holders (again; good for us to control access), but they've solved this with direct integration to StatusPage and providing API access we've integrated into our other tooling.
What problems is the product solving and how is that benefiting you?
Incident.IO has solved our incident comms and alignment processes by providing unique, easily recognisable places for that conversation to happen and providing just the right level of support to collate the chatter into actionable reporting and feedback. This allows incidents to be recognised, supported, resolved and prevented through the same interfaces we're using for our routine works and empowering our wider team to engage with incident procedures.
Good relationship w/ customer
What do you like best about the product?
I've been working w/ Incident.io in the past 6 months and it could'nt been more grateful w/ their help.
There's no question that they don't take it seriously enough.
There's no question that they don't take it seriously enough.
What do you dislike about the product?
We have past a dificult to renew our plan. It might be the way that incident.io have been seen their international expansion, but the possibilities offered in the medium/long term, seemed to indicate that the type of expansion they are aiming at may not suit the needs that our company will have in the same period.
What problems is the product solving and how is that benefiting you?
Any possibility of customization and automation allows our team to focus on problem-solving and less on the operational activities of the incident process. There is not a month that the product does not offer at least one new solution. It's amazing!
Best tool for managing incidents through Slack
What do you like best about the product?
We improved our incidents processes a lot as we can do all important actions directly within slack without the need to involve more tools or applications. It helps us to standardize and automate incident processes.
What do you dislike about the product?
With their per-responder licensing model, it is difficult to accurately forecast costs over time. Additional costs may occur while using.
Some features are missing, like posting to private channels or connections to more OnCall Services (Splunk in our case) but these might come over time
Some features are missing, like posting to private channels or connections to more OnCall Services (Splunk in our case) but these might come over time
What problems is the product solving and how is that benefiting you?
We're improving transparency for all stakeholders and employees within the organization while on the same time streamlining incident processes and follow up in a nice and smart way
Incident.io has helped us get incidents under control. What more could you want?
What do you like best about the product?
The team are excellent - they're in the early stages of delivery, and so while not everything is perfect they are incredibly diligent at gathering, responding to and actioning feedback. Nothing better than a "hey, good idea, we've rolled that idea out onto production" an hour after you make a suggestion.
Beyond that, it's just a good tool. It's clearly well built, well thought out, the team have oodles of incident experience and so it helps us run incidents better - whether they're big incidents or just little incidents that need coordination.
Beyond that, it's just a good tool. It's clearly well built, well thought out, the team have oodles of incident experience and so it helps us run incidents better - whether they're big incidents or just little incidents that need coordination.
What do you dislike about the product?
The thing that I dislike I understand they're about to fix - which is that incidents are "one size fits all". I think it's a bit tricky to differentiate between incidents which are security incidents vs. human errors vs. pure engineering issues. A bit more delineation between those would be very helpful (but I understand they're building it anyway - so ask me again in a couple weeks!).
Aside from that, I think some of their product is evidently work in progress - but I refer above to the "what do I like best" part: they always respond, quickly, and always have good ideas. It might not be for everyone if you're looking for something where you know everything is going to be in the same place when you come back next week. That's ok for us, but it might not be for you.
Aside from that, I think some of their product is evidently work in progress - but I refer above to the "what do I like best" part: they always respond, quickly, and always have good ideas. It might not be for everyone if you're looking for something where you know everything is going to be in the same place when you come back next week. That's ok for us, but it might not be for you.
What problems is the product solving and how is that benefiting you?
When an issue or problem occurs, we need to get a team together to tackle it and solve the problem. Previously, we did this by jumping into Slack channels and relying on memory to invite certain people.
Since adding Incident.io we've had significantly _more_ incidents because it's now easy for people to create them, there's no burden to creating them, and they're a quick and easy way of coordinating a group of people to tackle a problem.
We started using this just in the engineering team, but tomorrow we're rolling out a company-wide incident management process and Incident.io will be part of it. If they can just replace the need for Pagerduty, I'll be even happier.
Since adding Incident.io we've had significantly _more_ incidents because it's now easy for people to create them, there's no burden to creating them, and they're a quick and easy way of coordinating a group of people to tackle a problem.
We started using this just in the engineering team, but tomorrow we're rolling out a company-wide incident management process and Incident.io will be part of it. If they can just replace the need for Pagerduty, I'll be even happier.
A terrific off-the-shelf solution for Slack-centric teams
What do you like best about the product?
Incident.io was critical in conceptualizing and launching our first formal incident response program. The tool aligns well with modern incident response management practices, providing enough flexibility within its framework for us to tune it to our own needs without needing any specialized technical support. The tool does what it says on the box and we've been very happy onboarding and training our teams to use it over the last year or so.
While the tool is great, it's worth noting that the team at Incident.io has been fantastic to work with. They've been open to feedback, implemented functionality we've requested, and are seemingly always available to help when needed.
While the tool is great, it's worth noting that the team at Incident.io has been fantastic to work with. They've been open to feedback, implemented functionality we've requested, and are seemingly always available to help when needed.
What do you dislike about the product?
Dependence on Slack for managing incidents is a bit of a burden when Slack breaks which hasn't been too big of an issue for us but one to consider. Some data and reporting functionality needs improvement but given the roadmap and opportunities it's understandable. There has been nothing show stopping for us using Incident, mostly nits and picks.
What problems is the product solving and how is that benefiting you?
Managing and executing on service and product outages, communicating internally and externally, providing visibility and aligning teams on the problem, solution path, and timeline to resolution.
The best UX around
What do you like best about the product?
Incident.io have unmatched user experience. Their Slack integration is so intuitive that I didn't need to explain anything to my colleagues before they were full converts. I simply told them to use it and they did. We've only been using incident.io for a month and they are already so core to how we manage incidents that we wholly depend on them, and I ain't bothered by that.
What do you dislike about the product?
Their pricing model adds unnecessary friction. We have to restrict our use of the tool to prevent high bills for team members who only use the tool a few times a month. Please change this 🙏
What problems is the product solving and how is that benefiting you?
We now effortlessly manage incidents via a Slack-first approach. Beforehand all our incidents were managed ad-hoc in various Slack channels, which become unmanageable. Incident.io's tool has next to no friction which is important when everything's on fire at 2 in the morning!
Excellent incident management for SaaS and SlackOps-centric organisations
What do you like best about the product?
Very smooth workflows that allows everyone to stay in the communication tool we use the most (Slack). Integrates well with some of our other SaaS tools.
What do you dislike about the product?
Not much. Functionality might not yet match what some larger competitors have yet, but they are releasing quality functionality at high a pace.
What problems is the product solving and how is that benefiting you?
An easy to use and collaborative incident management process. The team all instinctively know what to do.
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