incident.io Reviews & Product Details

I like that with incident.io, issues are right there in Slack, giving really good visibility into what sort of issues are being submitted and ensuring that people are responding. It structures the response, making sure there's a clear process, ownership, and coordination going into resolving issues. It's super easy and useful to look and see where things are, especially since Slack is where most people spend their workday. Having it all centered there is awesome, and the initial setup was very easy. Review collected by and hosted on G2.com.

I think they should roll out the AI SRE to all customers. Right now, it's just for some of their design partners like Airbnb and Etsy and Zendesk. I would love to see an AGI general intelligence agent that can end-to-end solve incidences and respond, open, and close tickets for everyone. It would probably be light years ahead of the other companies on the market. AI is such a hot topic that it would be great if that was more widely available. Review collected by and hosted on G2.com.

incident.io is a game-changer for incident response. Its seamless ChatOps integration makes managing incidents fast, collaborative, and intuitive—right from Slack. The platform is packed with powerful features like automated timelines, role assignments, and customizable workflows, giving teams the flexibility to handle any kind of issue efficiently. It’s clear that incident.io was built with real-world operations in mind. Highly recommend it for any team serious about improving their incident management. Review collected by and hosted on G2.com.

With so many features available, it can sometimes be a bit tricky to find the exact option you’re looking for in the interface. Review collected by and hosted on G2.com.

The onboarding experience was outstanding — we have a small engineering team (~15 people) and the integration with our existing tools (Linear, Google, New Relic, Notion) was seamless and fast less than 20 days to rollout. The user experience is polished and intuitive, which made internal adoption frictionless.

I also led the rollout for a larger organization (200+ people), and we were able to fully implement incident.io across multiple teams in just 45 days. The structured workflows and Slack-native approach made it easy to scale incident response without overwhelming the teams. Review collected by and hosted on G2.com.

The Scribe feature doesn't support languages other than English yet — this is something I was really looking forward to using, and it's currently a blocker for broader adoption in non-English-speaking teams.

Additionally, the volume of messages posted by the Slack app can sometimes clutter the channel, making it harder for observers to follow the core of the incident. It would also be helpful if threads created by workflows could be automatically pinned — this feels like a small UX improvement that could have a big impact on visibility. Review collected by and hosted on G2.com.

Incident.io is easy to use and very intuitive. The command tool to handle incidents through Slack is great. Also, having alerts such as phone calls, SMS, and emails, along with a management tool for incidents and post-incident reports in a single app, is extremely useful. Review collected by and hosted on G2.com.

Assigning an incident leader requires extensive configuration; it should be simpler to assign the on-call person. Review collected by and hosted on G2.com.

The intuitive design, overall ease of use and stellar customer relationship experience has made me an avid fan of this product (and company)

While most companies these days are boasting about their use of AI, incident.io to me stands out about how deliberately they use AI. The suggested follow up actions and suggested incident summaries based on the context gathered in the incident channel are spot on most of the times and the way these are surfaced to the user to either accept, modify or decline is absolutely seamless.

As mentioned by many others, the customer experience has been beyond anything I've seen in enterprise software. Issues are incredibly easy to raise and are responded to and sometimes even fixed within hours. Even feedback on existing features or suggestions for new ones are acknowledged, discussed, catalogued and also diligently followed up on once a suggestion has been released. Review collected by and hosted on G2.com.

As much as the team is very open and responsive to questions or ideas about the product roadmap, a more structured overview on what features to expect when would be nice (bonus points if customers would even get a chance to vote on roadmap priorities)

The setup/configuration of escalation paths can be a bit confusing (e.g. the differences between working hours of a paths vs. notification urgency vs. schedule)

The UI of the web dashboard changes quite frequently - some (more) tool tips on first visit would be nice to explain what has changed

I'd like some more configuration options for some features - e.g. I'd love to opt out of using the "Pause an incident" feature and would like to choose to only post a final call summary but not continously post call updates

Maintentance announcements on internal status pages - pretty please? Review collected by and hosted on G2.com.

To me incident.io strikes just the right balance between not getting in the way while still providing structure, process and data gathering to incident management.

I deal with incidents both as lead, supporter or just observer multiple times a week and during incidents things need to go fast and I like that I can launch and manage incidents right from Slack via shortcuts without having to keep some other tab open and switching back and forth.

It's great that numbers like the frequency of incidents and MTTX metrics are available out of the both and visualised in nice-looking dashboards. Review collected by and hosted on G2.com.

No complaints about the core use-case. Creating overrides for escalation scheuldes could be easier (just by drag and drop on the timeline or by making the text input a little smarter - it doesn't seem to be able to identify people just by their first name.) Review collected by and hosted on G2.com.

Incident.io is a great product that allowed us to easily port our existing manual processes into the tool with very little training or configuration, and has allowed us to iteratively improve the ways we use the tool as our process matures. It's so flexible that we are now starting to use it for other use-cases besides just incidents.

The team at incident.io is incredibly responsive. Every time I have a question, I can just throw it in our shared slack channel and someone from their team responds very quickly. I've seen bugs fixed in a couple of hours, and feature requests implemented in days, and if the issue is user error, they're always very nice about it!

I'm excited to start using their OnCall product in 2025. Review collected by and hosted on G2.com.

I honestly have no real complaints about the tool. The integration with ClickUp is a little clunky, but I believe that's more down to ClickUp than an issue with Incident.io. Review collected by and hosted on G2.com.

Organizing and structuring incidents. Hands down. You can configure the product to suit your process and priorities; once that's done, you use the product and refine iteratively.

The web UI is great, and the slack UI is even better. If what you want is easy, seamless tools, that is. If not, YMMV. Review collected by and hosted on G2.com.

Catalog creation/population is hard. Make it easy and a lot of leverage follows. Allow for more import options from competing products (escalation policies, for ex.).

Finding "dislikes" is hard...using incident.io has made my life so much easier that I can't easily list dislikes. Truthfully, the CSM/product-eng team solve issues quickly, and in a way that makes the product easier/better with each iteration. Please...please...never let that customer CSM/product-eng ever degrade.

One product feature request with some gravity for this organization is public API improvements. The full lifecycle for both alerts and incidents is not fully manageable via the API currently. I humbly request an audience with the team responsible for public API's so we may submit our requests for features and behaviors.

Specifically, we would appreciate the ability to create/modify incidents, including closing them. A key workflow for our org is "release" incidents. To bring it into perspective, when an release of some piece of software fails enough times, my team will initiate an incident and will pursue resolution, engaging engineering teams as needed. Once that incdent is resolved, we want to be able to close the incident (opened for tracking purposes, obvi) via API using our release pipeline.

Today it's not possible and it would be great if it were! Review collected by and hosted on G2.com.

We've been using Incident.io for some time now, and it’s been a game-changer for our incident management processes. The tool is intuitive, well-designed, and has made our Major Incident workflow much smoother. With seamless integrations into Slack, Jira, and Confluence, it has become our go-to for bringing teams together to tackle incidents faster and more efficiently.

But what truly sets Incident.io apart is the amazing team behind it. They’ve been super responsive and genuinely invested in making sure the tool aligns with our specific needs. From helping us configure custom workflows to setting up integrations with our existing toolset, their support has been top-notch. We never felt like just another customer—they’ve made sure we’re equipped to get the best out of the platform.

If you’re looking for a tool to streamline incident management, enhance collaboration, and level up your response times, Incident.io is the one to pick! Review collected by and hosted on G2.com.

There’s a slight learning curve at first, especially for new users who aren’t familiar with incident management tools, but once you get the hang of it, it’s smooth sailing! Review collected by and hosted on G2.com.

I love the fact that it creates a dedicated channel. This way every incident is treated singularly and there is no mash-up of info coming from different sources. It made me way more confident about running incidents. It has also streamlined the way we communicate with stakeholders, with workflows and status page. We have now also created a specific post incident procedure, and the tools will also create a post mortem wiki page. The best feature for me is the integration with Jira, as all my tasks are automatically created once I enter followups on the incident channel. Review collected by and hosted on G2.com.

Nothing to dislike, but i am waiting for the integration with outlook so that I can schedule the post mortem meeting Review collected by and hosted on G2.com.