incident.io Reviews & Product Details

We really value the number of available integrations (e.g., Calendar Feeds, Confluence, Jira, Emails, Incoming Calls, Prometheus, Cronitor, Vanta, and Zendesk). Our team also appreciated the AI features, such as postmortem generation, incident interactions that help manage the full lifecycle, and the integration with the Scribe agent. Lastly, the support we received throughout pre-sales, onboarding, and post-go-live has been phenomenal. Review collected by and hosted on G2.com.

The Insights dashboard still feels pretty limited, with only a handful of options for building a custom dashboard. License management also isn’t very straightforward, since there’s no way to get notified when a new Response seat is assigned or when someone is offboarded from Okta and loses their on-call seat. Review collected by and hosted on G2.com.

The automated incident lifecycle is the standout. The moment an alert fires, a dedicated Slack channel spins up with severity, incident manager, and reporter already assigned, and the status timeline (Investigating → Fixing → Documenting → Closed) updates itself as the team works the problem. Post-mortems and follow-up tracking are built into the same flow, and the automated nudges for overdue follow-ups have noticeably cut down on action items that used to quietly disappear after an incident closed. On-call scheduling and escalation paths are flexible enough to model our actual team structure, and moving a team over from our old alerting setup took minutes rather than a project.

The Slack integration in particular feels native rather than bolted on — incidents, alerts, escalations, and even AI-driven investigation summaries all show up directly in-channel, so nobody has to context-switch to a separate app mid-incident. We've also wired it into our observability stack, and it correlates incidents against historical data and recent code changes with very little manual setup. It's held up reliably even under long, multi-hour, customer-impacting incidents, and it's never been the thing that broke or slowed us down while we were already firefighting.

We haven't run a formal ROI study, but the value shows up clearly in what stopped happening: fewer forgotten follow-ups, less time spent reconstructing "what happened and when" during a post-mortem, and far less manual bookkeeping overall. For a team our size, that time saved has made it an easy tool to justify keeping. Review collected by and hosted on G2.com.

Rollout of newer capabilities (we're piloting the AI investigation features) has been env-by-env rather than everything at once, so early trials were scoped to a single production environment before expanding further. We also hit a real constraint connecting only one Grafana instance at a time, which meant some environments had metrics available but not full dashboard context. None of this touches the core incident workflow, but it's worth planning around if you're rolling out across a multi-environment setup like ours. Review collected by and hosted on G2.com.

Obviously using Slack and it's integrations with that has meant we are able to swarm incidents much more effectively. We have made a conscious choice to not use the responder element of INC IO, but I do think in the sales process if that functionality was expanded on then the ROI on INC IO would have not just been focused on effectiveness of INC MGMT (MTTR) but also on tool consolidation.

The use of scribe in our bridges has materially increased stakeholders understanding of how incs are progressing, and has also allowed the INC commander to be able to generate comms from the bridge, with only needing to skim read before publication. I like using the browser version and ask the AI tool for a summarization/questions that I used to direct to the INC commandaer role, freeing them up to be more effective.

I am excited for the SRE function to be launched. Review collected by and hosted on G2.com.

It feels like you started with INC and then bolted on other elements afterward (retro, status page, responder, SRE). A clearer articulation of your roadmap would give customers a better lens into where you’re headed, and how that direction could align with simplifying things internally. Review collected by and hosted on G2.com.

The configurability and AI "Scribe" bot that helps document an incident as its happening have been massive time savers for our team, especially in stressful time-sensitive situations. The deep integration with Slack is also useful for our organization as its fast to alert engineers, as well as the wider business to any incident, and its current status.

There have been no performance issues, and the UI is easy to use and understand.

We received a very hands-on onboarding experience, with our representative from incident running multiple simulations for us and tailoring our demos to our specific use case. We found a pricing tier that worked for us, and may consider expanding it wider in our organization in the future. Review collected by and hosted on G2.com.

The range of options for configuring the account and setting up routing rules can feel overwhelming at first. A few settings are also difficult to fine-tune for our use case until we’ve worked through a couple of real incidents and seen how everything behaves in practice. Review collected by and hosted on G2.com.

Having a single platform to manage our full set of Incident Management processes makes it easy to get everything working together. As a result, responders don’t have to worry as much about the tools and can focus on resolving incidents.

The incident.io team has also improved their incident-time automations a lot. The suggestions and summaries they provide during incidents are usually very helpful for responders. On top of that, the incident.io team is incredible to work with: they’re very responsive when we need support, and since day 1 they’ve been happy to take on feedback to improve the product. They also ship incredibly quickly, which continually increases the value of the product. I feel like there’s always a new tool or feature to try. Review collected by and hosted on G2.com.

Their reporting tools could generally do with a bit more love, although I get the sense the team is already working on it.

I also feel that feature discovery within the product could be stronger. I’d like to see something like a checklist or smart suggestions for people who manage incident.io instances, so it’s easier to make sure they’re using the full toolkit. That said, it might just be a me problem! Review collected by and hosted on G2.com.

The product is continuously updated with new features. It’s easy to use, and it’s straightforward to set up workflows, on call schedules, and status pages. Everything connects seamlessly with our ways of working, and there are multiple integrations available. The support team is top-notch and responds quickly. The app’s performance is great; we rarely experience any lag. AI flows have started helping us from the initial handling, especially with follow-ups and post-mortems. Review collected by and hosted on G2.com.

The only thing I can think of is that we’d like to have a feature projection map or a feature roadmap that’s available in near real time for enterprise users. The team is shipping updates and new features all the time, but it would be even better to have clearer visibility into what’s coming in the next quarter’s features. Review collected by and hosted on G2.com.

I really like how incident.io makes it extremely straightforward to create and manage incidents, with all relevant stakeholders being added automatically. It simplifies paging engineers with its On-Call feature, and they even get access to a dedicated app that provides context on the incident, along with a chat feature for communication. I also appreciate how it centralizes several previously disconnected systems into one harmonious process, making incident management more organized and efficient for us. Review collected by and hosted on G2.com.

Nothing! Incident.io solved the gaps that we were experiencing with our incident management process and helped centralize a lot of crucial systems, making it much easier to manage and utilize. Review collected by and hosted on G2.com.

The services that form the core of the platform are highly configurable, which lets you set things up in a very specific way. It performs well with Teams integration, and especially with Slack. That said, the menu navigation can be a bit tricky at times, with certain settings tucked away in places you wouldn’t expect.

The site itself performs quickly, occasionally you are waiting for a few seconds if there's a lot to load - but this isn't often.

In contrast, the incident and alert pages themselves are laid out very sensibly, so everything is easy to find and feels intuitive. The support we received during onboarding was excellent as well; whenever issues came up, they were identified quickly and resolved ASAP, usually within 24 hours.

The AI features are also very useful. The scribe provides notes from calls, and the AI then pulls from those notes, along with Teams/Slack chats, to put together post-mortems for you. Like the rest of the platform, it’s extremely configurable—right down to the prompts the AI uses for specific tasks, and even the individual sections of the report. Review collected by and hosted on G2.com.

While the services are highly configurable, that flexibility also makes initial setup more complicated. It isn’t always clear how services should be configured to work effectively across the system—for example, how they should appear and behave on status pages. A tutorial, or clearer in-platform guidance on what’s required, would be very helpful.

The status pages themselves also feel a bit too rigid. The layout isn’t really changeable beyond switching between dark and light mode. Even then, it’s just a manual toggle: there’s no option to respect the user’s OS setting, or to let each user choose their own preference. That leaves you having to pick between forcing people who struggle with light pages to use them, or doing the opposite.

Finally, status pages only support automation for the single-page variant. There’s currently no automation available for the sub-page variant (for example, for regions), although this is under review and may change in the future. Review collected by and hosted on G2.com.

I love that incident.io is fully integrated with Slack, which feels like having a peer that guides you during incidents. It removes all friction and lets engineers focus on the incident while the integration handles updating the status page and taking notes for post mortems. I appreciate how it is much more integrated, simpler, and aligned with our modern workflow, being fully within Slack. The basic setup was trivial and the available Terraform module and documentation are nice. I would definitely recommend it as this tool is amazing. Review collected by and hosted on G2.com.

A lot of features are included, some of which we don't use, and it would be great to have the ability to disable them from the Slack integration. This could help avoid overwhelming young engineers. For example, we only have one role for incidents since we are a small company with just four people. Review collected by and hosted on G2.com.

The product is very intuitive and easy to use. Their support team is always helpful and when we need some new feature they are eager to understand our needs and at some point we know it'll be delivered.

The AI is very helpful for handling incidents on a daily basis and the performance is usually great. Something that never tires to amaze me is how their engineering team is aware of when we have problems before we even contact them (we receive notifications from them saying they have noticed we have had problems and they're on the fix beforehand).

The pricing is fair although the new AI features will probably be more pricy than we'd want.

For integrations I think the team has a lot of improvements to make, specially with SalesForce where the integration is right now basic and doesn't allow us to bring that many customizations. Review collected by and hosted on G2.com.

The product wasn't created thinking in organizations that require regional customizations. Also, the dependency on some external services (for Insights and escalation voice calls for example) are a downside. I trust IncidentIO, and not their partners. Review collected by and hosted on G2.com.