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Simplifying the life of incident responders
What do you like best about the product?
The separation of functionality between Slack and the website is extremely powerful. This gives us the ability to have rich reporting and compliance controls in place without cluttering the experience and the workflow for the incident responders working to solve the incident during the live phase. All essential tasks during the incident live phase can be handled or initiated inside Slack. When we move to the post-incident analysis and learning phase, there is a mix of web and slack interfaces.
The idea of having actions during the incidents as a concept that is different from the follow-up actions to consider after the incident.
Status pages (internal and external) are integrated and make it a lot easier to keep the various stakeholders (including customers) informed.
The idea of having actions during the incidents as a concept that is different from the follow-up actions to consider after the incident.
Status pages (internal and external) are integrated and make it a lot easier to keep the various stakeholders (including customers) informed.
What do you dislike about the product?
There is not much to dislike. It is not a static experience. If you are unhappy, let Incident.io support staff know. Most of our comments on features have been responded to by changes to the product, config changes, or different ways of doing it.
What problems is the product solving and how is that benefiting you?
Incident.io has helped us focus more on how we want to conduct the incident response and follow-up and spend less time on implementing homegrown tools in an ad-hoc fashion.
Bringing a complete tool to our incident process allows us to clarify roles, and processes and put the effort into the things that improve the experience for both incident responders and customers.
We have become more professional in the way we handle and communicate during incidents without having to invest a lot of man-hours to make it happen.
The collaboration with our account manager from incident.io and their support team has also helped us democratize the contribution to and improvement of the incident process. Improving the incident process is no longer limited to only the Java programmers who can tweak our homegrown tool. Now, everybody that can state their case in meetings or Slack conversation with support can describe the improvements they would like to see, and have feedback and possibly a fix. We see a lot more engagement and ideas now than compared to when we were building a tool ourselves.
Bringing a complete tool to our incident process allows us to clarify roles, and processes and put the effort into the things that improve the experience for both incident responders and customers.
We have become more professional in the way we handle and communicate during incidents without having to invest a lot of man-hours to make it happen.
The collaboration with our account manager from incident.io and their support team has also helped us democratize the contribution to and improvement of the incident process. Improving the incident process is no longer limited to only the Java programmers who can tweak our homegrown tool. Now, everybody that can state their case in meetings or Slack conversation with support can describe the improvements they would like to see, and have feedback and possibly a fix. We see a lot more engagement and ideas now than compared to when we were building a tool ourselves.
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Review of Incident.io
What do you like best about the product?
Very helpful with tracking incidents and keeping incidents up to date, as well as good place to communicate with team members.
What do you dislike about the product?
Very low integration limit when starting with smaller plan.
What problems is the product solving and how is that benefiting you?
Incident.io helps solve communication problems, when there are incidents that come up, we can resolve them together as a team and assist others when brought into the incidents.
Makes managing major incidents smooth and intuitive
What do you like best about the product?
- Great automation across multiple tools, such as Google Suite, PagerDuty and Atlassian
- Very easy to configure, and making on-the-fly changes is simple
- Excellent post-mortem workflow that guides you through the steps from start to finish in checklist form
- Everything can be done from Slack. For Slack-centric departments / businesses, this makes it easy to pick up and use
with minimal training (if any)
- Communication to internal / external stakeholders is straightforward, easy to read and supports multiple communication
mediums (such as a great status page feature, SMS and email)
- The onboarding process was really smooth. The support from incident.io is top-notch, often replying within minutes to a
question or request for help.
- The incident team are always working on improvements and adding new features, which are released on an almost weekly basis. It's great to know you're working with a provider that is always making improvements and adding new features that have been requested by their customer base.
- Very easy to configure, and making on-the-fly changes is simple
- Excellent post-mortem workflow that guides you through the steps from start to finish in checklist form
- Everything can be done from Slack. For Slack-centric departments / businesses, this makes it easy to pick up and use
with minimal training (if any)
- Communication to internal / external stakeholders is straightforward, easy to read and supports multiple communication
mediums (such as a great status page feature, SMS and email)
- The onboarding process was really smooth. The support from incident.io is top-notch, often replying within minutes to a
question or request for help.
- The incident team are always working on improvements and adding new features, which are released on an almost weekly basis. It's great to know you're working with a provider that is always making improvements and adding new features that have been requested by their customer base.
What do you dislike about the product?
- Doesn't yet support SLA tracking
- It's currently hard to see how the tool can be used to manage non-major incidents, due to the fact a Slack channel is
always created for any incident. This is something that wouldn't be necessarily be needed for a P3/P4.
Even though these things would have been nice to see, the incident team are happy to add any requests to their Feature Request board and has already implemented features / improvements we requested.
- It's currently hard to see how the tool can be used to manage non-major incidents, due to the fact a Slack channel is
always created for any incident. This is something that wouldn't be necessarily be needed for a P3/P4.
Even though these things would have been nice to see, the incident team are happy to add any requests to their Feature Request board and has already implemented features / improvements we requested.
What problems is the product solving and how is that benefiting you?
Its intuitive nature, automation and structured approach to incident management have closed up many gaps in our major incident process. Steps are not being missed, such as creating dedicated Slack channels, video conference 'war rooms' and post-mortem reports, as this is all automated. It's ability to ensure consistency, no matter who is leading an incident, ensures consistent, meaningful comms to stakeholders.
Putting Structure around Incident Management
What do you like best about the product?
Incident.io stands out to us as a tool which seamless integrates into our internal communication tool of choice - Slack. This means there is no steep learning curve or change of process required for us to adopt Incident.io. In a matter of days, we were familiar with how to raise incidents through the tool.
The customer success and product teams are extremely responsive and receptive to feedback.
The customer success and product teams are extremely responsive and receptive to feedback.
What do you dislike about the product?
There's not much I dislike really. The metrics through the status page could be a little more flexible to avoid the need to manually export the incidents and manipulate the data.
What problems is the product solving and how is that benefiting you?
Incident.io has allowed us to provide a framework for incident management which is easy for anyone to pick up and follow. It allows us to efficiently get incidents raised automatically and resolved quickly, reducing customer impact.
Incidents in Slack with great integrations to other tools
What do you like best about the product?
The Slack integration makes reporting and following incidents easy, which was the original reason for signing up. The status page is a lovely addition; we added PagerDuty, Sentry and Vanta integrations quickly, and it's working as expected.
What do you dislike about the product?
We want to see on-call functionality as an integral part of incident.io so that we won't have to use a separate tool for that (PagerDuty in our case).
What problems is the product solving and how is that benefiting you?
incident.io solves the problem of tracking incidents as they evolve by creating a Slack channel per incident and following all messages in that channel.
For us, incident.io made it easy to provide everyone in the company access to reporting incidents, reporting to Vanta later on for compliance reasons.
For us, incident.io made it easy to provide everyone in the company access to reporting incidents, reporting to Vanta later on for compliance reasons.
Flexible status page for support teams
What do you like best about the product?
- Great how you can set up multiple status pages - Tessian have one per region (something others don’t allow and make it much more relevant for your customers)
- You can break it down by components and customise to make it reflect the different products / modules, again so it makes the most sense to your customers
- The ability to subscribe to updates via channel of customers choice
- Love the UI
- How quick and easy it was to set up
- You can break it down by components and customise to make it reflect the different products / modules, again so it makes the most sense to your customers
- The ability to subscribe to updates via channel of customers choice
- Love the UI
- How quick and easy it was to set up
What do you dislike about the product?
- No slack update option for subscriptions
What problems is the product solving and how is that benefiting you?
I run a global support team so the ability to let our customers know the status of our product at any time is critical. Incident.io's status page provides me a quick interface to inform many customers in real time.
Great tooling for tracking incidents!
What do you like best about the product?
It quickly logs everything you do, in chronilogical order and makes the post-incident activies clear and easy to go about!
What do you dislike about the product?
it can alert you quite often! but its a good thing, make sure you give updates regularly
What problems is the product solving and how is that benefiting you?
getting the right people into the call, and adverttising to the rest of the company what is happening
Developer-friendly incident management, fully integrated into slack
What do you like best about the product?
I would really highlight the customer-centricity of the team working in incident.io. Feedback is always heard and has lead to product improvements - with a very short delivery cycle.
The quality on the execution on the idea is usually quite polished and has a developer-friendly orientation.
In general the feature it has fit 1:1 with the needs that an engineering org migh have:
- automation on incidents - making the incident management programmatic
- communication across channels - either SMS, mail and primarily slack
- flexibility on rules and categories, as well as internal fields
- 1-click post-mortem reports - this is a killer feature, time saving, that helps a lot to have relevant conversations around incidents (instead of spending time curating a timeline)
the way that the slack application is setup saves time during an incident and guides quite well on its handling.
The quality on the execution on the idea is usually quite polished and has a developer-friendly orientation.
In general the feature it has fit 1:1 with the needs that an engineering org migh have:
- automation on incidents - making the incident management programmatic
- communication across channels - either SMS, mail and primarily slack
- flexibility on rules and categories, as well as internal fields
- 1-click post-mortem reports - this is a killer feature, time saving, that helps a lot to have relevant conversations around incidents (instead of spending time curating a timeline)
the way that the slack application is setup saves time during an incident and guides quite well on its handling.
What do you dislike about the product?
As suited as it's for developers - it can lack sometimes API's to integrate across systems.
The developer-first mindset might make it also a bit less intuitive to adopt for non-engineering teams - but practicing helps a lot on visualizing how it's used.
The developer-first mindset might make it also a bit less intuitive to adopt for non-engineering teams - but practicing helps a lot on visualizing how it's used.
What problems is the product solving and how is that benefiting you?
- communication across departments
- transparency on systems status - both internally and externally
- standardization of incident management with a programmatic tool
- transparency on systems status - both internally and externally
- standardization of incident management with a programmatic tool
Incident.io Automations Help Us Focus on Solving Issues!
What do you like best about the product?
Incident Workflows - The tool significantly reduces the time it takes to kick off an incident. The workflows enable our teams to focus on resolving issues while getting gentle nudges from the tool to provide updates and assign actions, roles, and responsibilities.
Ease of Use - You don't have to be a programmer or an engineer to create workflows or customize the tool for your organization.
Slack Commands - The Slack commands feel natural and approachable for team members in our workspace.
Ease of Use - You don't have to be a programmer or an engineer to create workflows or customize the tool for your organization.
Slack Commands - The Slack commands feel natural and approachable for team members in our workspace.
What do you dislike about the product?
The tool is dynamic, and our customer success team is very responsive to feature requests.
Any "dislikes" around the tool are quickly addressed, and in my experience, the tool already has the feature; I just hadn't searched the extensive knowledge base!
Any "dislikes" around the tool are quickly addressed, and in my experience, the tool already has the feature; I just hadn't searched the extensive knowledge base!
What problems is the product solving and how is that benefiting you?
They are taking the pain out of incident management. The tool makes it simple for any team member, regardless of role, to report a problem to the business, and help get the right people in the room to solve it.
A joy to use
What do you like best about the product?
I'm constantly presently surprised by its behaviors, its integrations just work, and the process makes a lot of sense. On top of that, it's fast and makes the administrative side of incidents a breeze.
What do you dislike about the product?
I'd love to see them get into alerting and escalations. I'm not sure they need to be the complete solution to everything, but their finesse to integrations could only improve the market.
What problems is the product solving and how is that benefiting you?
We use Incident.io to drive our incident response process, handle follow up items and communicate with other teams and the company.
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