# incident.io Reviews **Vendor:** incident.io **Category:** [Incident Management Software](https://www.g2.com/categories/incident-management) **Average Rating:** 4.8/5.0 **Total Reviews:** 181 ## About incident.io Incidents can be stressful, but they don’t have to be. incident.io helps tech-led businesses navigate incidents from declaration to post-mortem and well beyond. Built on the experience from thousands of incidents, from small bugs to SEV-1’s, incident.io eliminates anxiety, uncertainty, and chaos experienced by responders during an incident. With an elegantly-designed interface, streamlined and transparent communication channels via Slack, and powerful workflows that bring automation and flexibility to your response process, incident.io minimizes communication silos and helps eliminate manual processes. With incident.io, you can focus on improving your product’s reliability and reducing downtime. With over a dozen integrations with popular tools like PagerDuty, Jira, and Backstage, incident.io ensures seamless connectivity throughout the incident response process. Trusted by industry-leading companies, including Etsy, monday.com, and Skyscanner, incident.io empowers faster incident resolution and cultivates shared understanding of roles and responsibilities among your team members. End-to-end incident management from the first alert to the final follow-up, with On-call, incident response, and status pages in one powerful incident management platform. Leveraging powerful dashboards that provide deep insights, engineering teams can learn from past incidents and apply cumulative knowledge to build more resilient products. With an intuitive interface that can be used by everyone — from the SRE, to the CS rep, to the CEO — and a seamless user experience, incident.io meaningfully improves your incident management process so that you can spend less time responding to incidents and more time fostering customer trust. ## incident.io Pros & Cons **What users like:** - Users appreciate the **ease of use** of incident.io, finding it quick to install and simple to manage incidents. (29 reviews) - Users praise the **exceptional customer support** from incident.io, enhancing incident management and responsiveness effectively. (27 reviews) - Users value the **seamless Slack integration** of incident.io, enabling swift incident management without disrupting workflow. (24 reviews) - Users value the **seamless integrations** of Incident.io, enhancing teamwork and incident resolution efficiency across platforms. (20 reviews) - Users commend the **exceptional customer support** from Incident.io, praising their quick responses and helpful interactions. (18 reviews) - Easy Setup (15 reviews) - Intuitive (14 reviews) - Automation (9 reviews) - Easy Integrations (9 reviews) - Features (9 reviews) **What users dislike:** - Users express disappointment over **missing features** like non-English support and SLA tracking, hindering broader team adoption. (8 reviews) - Users find the **limited features** of incident.io restrictive, craving more customization and configuration options. (7 reviews) - Users find **feature issues** with incident.io, particularly around API capabilities and integration with Microsoft Teams. (4 reviews) - Users highlight the **integration issues** , specifically the lack of automated Microsoft Teams calls and limited tool support. (3 reviews) - Users find the **setup and configuration confusing** , especially regarding escalation paths and understanding incident management terminology. (2 reviews) - Learning Curve (2 reviews) - Users find the **limited customization options** frustrating, particularly regarding notifications and reporting functionalities. (2 reviews) - Search Difficulty (2 reviews) - Template Issues (2 reviews) - Ticketing Issues (2 reviews) ## incident.io Reviews ### 1. Smoother incident management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2024 **What do you like best about incident.io?** The way it is flexible and forces you to a better incident management approach does change the incidedent management culture in the company. The support takes our feedbacks very serious and they are very responsive. It was usually very easy to integrate the current toolchain we have. Onboarding was very easy. There are nice documentations and video tutorials. This became our main service to manage incidents. **What do you dislike about incident.io?** I recommended the service to some of my friends but as far as I know incident.io doesn't provide a free version for small companies. **What problems is incident.io solving and how is that benefiting you?** Build better practices for incident management. ### 2. Powerful tool to help incident handling **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** July 23, 2024 **What do you like best about incident.io?** How it not only helps automating previously manual tasks in incident handling, but with the way it's built up also suggests nice changes in the flow customised to our need. **What do you dislike about incident.io?** I don't neccesarily dislike this, but it was a bit overwhelming at first to see the number of features. **What problems is incident.io solving and how is that benefiting you?** Automating previously manual processes / steps and nudging us towards a 'state of the art' workflow ### 3. Incident has revitalized how we handle customer issues **Rating:** 5.0/5.0 stars **Reviewed by:** Tony R. | Customer and Product Operations Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2023 **What do you like best about incident.io?** Incident continues to add new functionality with the feedback from their customers to make the tool even more optimized for their incident management. The ability to integrate across all of our core tools has been amazing for us. We've gone from a program that leveraged mostly Slack to track and get issues prioritized to a program that can report on how our individual teams are doing, prioritize effectively and most importantly, create unique workflows to involve the right individuals at the right time on incidents. Their customer support is unparalleled as well; they've been extremely responsive and open to ideas that we have, issues we've run into, etc. It's super easy to implement, and as a result, has become a tool that we use several times a day as a team. Highly recommended! **What do you dislike about incident.io?** N/A, for the product gaps there may be, the team is always quick to address them or provide workarounds. **What problems is incident.io solving and how is that benefiting you?** - Consolidation of workflows - Streamlined reporting for teams - Ability to loop in various stakeholders - Driving accountability across our org ### 4. Indispensable **Rating:** 5.0/5.0 stars **Reviewed by:** Roberta R. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2023 **What do you like best about incident.io?** It's easy to set up and even easier to run incidents on it. We use it for all our incidents, for our platform and for Security, for which we use the Private function so it's not broadcasted. We can send emails to our customers, we have specific roles and services. We are also always in contact with their customer support, and we have a dedicated service manager who is always ready to jump into our requests. We have recently integrated our Jira and Confluence ant it was a breeze. It's a tool that we use almost every day and we couldn't be happier about it! **What do you dislike about incident.io?** Although they are very attentive to all the requests we sometimes ask for changes that will not be implemented. We would like a little more help from this point of view. **What problems is incident.io solving and how is that benefiting you?** It has made running incident very easy. We all enjoy using the tool, and it extremely easy to set up. The integration with Jira has cut over 30 mins per incident from our admin chores. ### 5. A tool that works with you - instead of forcing you to change the way you work. **Rating:** 4.5/5.0 stars **Reviewed by:** Craig C. | Principal Engineer and Tech Lead at Tessian, Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2023 **What do you like best about incident.io?** 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!). **What do you dislike about incident.io?** 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 incident.io 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. ### 6. Incident.io makes incident management so much less painful **Rating:** 5.0/5.0 stars **Reviewed by:** Leonard B. | Computer Networking, Enterprise (> 1000 emp.) **Reviewed Date:** November 02, 2023 **What do you like best about incident.io?** I like best about incident.io that it augments your processes with all the steps that just make sense during incident handling. Be it automatically creating Incident Analysis Documentation, scheduling follow-ups or simply making sure that everyone can contribute in some way. At the same time it's flexible enough to account for different processes and organisational setups that work even for larger, globally distributed organisations with very specific requirements. Last but not least, the customer support has been nothing but amazing. Feedback is immediatly heard and reacted to, and bugs were fixed in a matter of days max. Whole new features we asked for were delivered in an astonishingly short amount of time. **What do you dislike about incident.io?** Mobile Browser experience could be improved or maybe even a native mobile app being created. **What problems is incident.io solving and how is that benefiting you?** Incident.io comes into play when things are going south, and it helps us get back on track as quickly and as smoothly as possible. Thanks to this tool, we can now foster a culture of ownership and responsibility much easier. ### 7. Helps our dev-ops team to focus on the important things **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2024 **What do you like best about incident.io?** We can utilise all the best pratices that this is built around. Amazing onboarding experience, really good catalog editor and integration options. We got all our questions answered by support really fast, and during the implementation consultancy we solved all our usecases. **What do you dislike about incident.io?** Nothing, until now everything is smooth. **What problems is incident.io solving and how is that benefiting you?** Team members can focus on their job and every stakeholder can get the information that they are looking for without any extra effort. ### 8. Where Slack and incidents collide! **Rating:** 5.0/5.0 stars **Reviewed by:** Mark K. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2023 **What do you like best about incident.io?** Incident.io has become an indispensable asset in our organizational toolkit, seamlessly integrating into our workflow and daily operations on Slack. The Incident.io team is committed to continuous improvement, which distinguishes it as a standout solution in the realm of incident management. The regular updates and responsiveness to user feedback, underscore a commendable dedication to refining the user experience. A recent enhancement introduced a "suggested summary" feature for incident summaries, using AI to remove the pain of crafting the perfect summary. **What do you dislike about incident.io?** There is little to dislike about the design and delivery of this platform. However, I'd like to see some more customizations for reporting that fit the needs of our business. Currently, the reporting is still quite static and has limited customization capabilities. **What problems is incident.io solving and how is that benefiting you?** Incident Management Public status page Keeping stakeholders informed Creating Post-mortems ### 9. Incident.io has greatly improved our workflows **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2024 **What do you like best about incident.io?** The End to End Incident Management process and integrating with our blameness post-mortems. The AI summaries of incidents in Slack is very useful too and startlingly accurate. **What do you dislike about incident.io?** For me personally, it took a little while to totally grok incident.io but now that I've used it more I am encouraging even greater use. **What problems is incident.io solving and how is that benefiting you?** Workflow; integrating with JIRA (for actions/followins); automated timeline (for post-mortems); historical look back of incidents; centalizing conversations in Slack and creating awareness. ### 10. Makes the coordination in incidents easy **Rating:** 5.0/5.0 stars **Reviewed by:** Piero M. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2023 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** Not sure about this, so far I've been a very happy user! **What problems is incident.io 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. ### 11. Super App: No Stress during an Incident **Rating:** 5.0/5.0 stars **Reviewed by:** Jeremiah I. | Business Operations Manager, Consulting, Mid-Market (51-1000 emp.) **Reviewed Date:** January 05, 2024 **What do you like best about incident.io?** Incident.io is a super app that you can easily set up, use and integrate with other 3rd party applications to ensure relevant stakeholders are notified to resolve any unplanned activity. At no time will you need customer support, but at the same time they are always available to assist. Not to forget the features available i.e. classifying incidents per severity, incident lead, brief description space ensuring efficient incident management and readiness anytime **What do you dislike about incident.io?** The fact that it has not yet inculcated any AI feature to help in summarizing and preparing the incident, learnings and post-incident activities. **What problems is incident.io solving and how is that benefiting you?** The incident.io app enabled the organization to stay ready at any time to manage, support and resolve customers whenever an incident occurred. Further, we were able to perform retrospective reports and tweak rules and incident policy to match business and stakeholder needs. **Official Response from Chris Evans:** > Hey Jeremiah! Thanks so much for the kind words. You'll be pleased to hear, we've released a suite of AI features, including summarizing incidents, suggesting follow-up actions, and finding similar incidents. ### 12. Easy to use tool that meets your team in Slack instead of adding another tool **Rating:** 5.0/5.0 stars **Reviewed by:** Charlie M. | Head of Cyber Security and DevOps, Small-Business (50 or fewer emp.) **Reviewed Date:** December 26, 2023 **What do you like best about incident.io?** We kept trying to implement Incident Response processes but couldn't get people to leave Slack to use a new tool. Incident.io lets us build a dynamic and powerful IR process in Slack which out team is already familiar with. **What do you dislike about incident.io?** Their intro plan can be a little limited with only a few integrations and automations available by default. **What problems is incident.io solving and how is that benefiting you?** Helps everyone in the company including non-techincal folks to report incidents and remain aware of what's going on. In a small startup keeping track of the little fires can be immesely helpful and this helps keep discussions for each incident organized with easy to use postmortem tools. ### 13. Gentle guidance through incident processes **Rating:** 4.5/5.0 stars **Reviewed by:** Fina M. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2023 **What do you like best about incident.io?** - Automating actions we were doing manually (creating the slack channel, adding bookmarks and buttons, list of things to do in the learning flow etc.) - Gentle nudges towards the right path, which can be quite easily customized to fit our needs. - The way of sharing updates - if you're not part of the incident, you can just check the main announcement and thread with individual updates to know what's going on, no need to read through the whole incident channel. - You don't have to leave slack to run the incident. The commands are straightforward and quite intuitive, but you can also use buttons to navigate it. - The AI assistance with updating summary is splendid, I'm looking forward to more customization options there and also when generating postmortems. - Having a shared slack channel with incident.io where release notes are posted and we where we can raise questions and bug reports. Great customer support! **What do you dislike about incident.io?** - Encountering minor bugs quite frequently. It is expected when moving fast that some things will break and mostly it is just annoying stuff like formatting. - When followups are exported to jira, they can't have an assignee -As opposed to having an option to merge incidents, sometimes it could be helpful to split one incident into two (you discover multiple separate issues, but already have information in the channel). Not exactly a dislike of incident.io, but rather wishful thinking to have some way of splitting these complex scenarios into smaller parts that can be addressed separately. Perhaps some kind of grouping functionality for actions and followups? - I would like more options to nudge the users that they should complete some manual step (mark action as completed, send a notfication when the learning flow is not moving forward for a few days etc.) **What problems is incident.io solving and how is that benefiting you?** Guiding people through the incident lifecycle, making sure that internal and external updates are shared in a timely fashion and we actually identify ways how to learn from the incidents. ### 14. Amazing tool **Rating:** 5.0/5.0 stars **Reviewed by:** José Lucas R. | Enterprise (> 1000 emp.) **Reviewed Date:** April 03, 2024 **What do you like best about incident.io?** Incidents.io is an amazing tool to manage incidents, also, their support is top tier, they've helped us in all of our needs promptly. **What do you dislike about incident.io?** I believe that having more customization options in their features would be a great add-on, some options feel a bit restricted. **What problems is incident.io solving and how is that benefiting you?** We're using it as an incident managment tool ### 15. Great tooling, but the team is even better **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2024 **What do you like best about incident.io?** - Love their support model and fast responses, but even more so, how quickly they ship fixes - Discoverable and useful across many different teams; it's been so easy to adopt - Reliable product & team; exactly what you'd want from an incident management tool - Integration between features has been great, from statuspage to on-call to incident **What do you dislike about incident.io?** - The tooling can be opinionated, and if your processes or best practices are outdated, there might be more friction for you **What problems is incident.io solving and how is that benefiting you?** Incident response time, data analysis over time, and better follow through on individual incidents has much improved for us. ### 16. So much time saved on incident timelines and write ups **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2023 **What do you like best about incident.io?** - Less time spent putting together an accurate timeline of an incident. It's so easy to pin important messages and updates and automatically it creates the timeline for you - Actions and follow up assignments are easy to use and it's easy to tag and escalate to people. - Spend more time in post mortems looking at problem solving and long term improvements instead of worrying about paperwork - Insights over time provide useful info on trends. - Works well with PagerDuty integration and our escalation paths **What do you dislike about incident.io?** - Follow ups can't easily be linked to shortcut with custom tags after post mortems but I know they are listening to our feature requests - Post mortems need to get updated after the meetings manuall once they are exported to a wiki. It would be great to be able to edit them - Need to be able to have more customisable graphs and views created for reporting on insights and specific fields that are not currently available in the insights view. **What problems is incident.io solving and how is that benefiting you?** Reducing time taken spent on process and written documentation from incident management, making it easy for any individuals involved with an incident to follow our processes and send reminders for things like setting communicators and regular updates. ### 17. Easy to use (security) incident handling via Slack **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 24, 2024 **What do you like best about incident.io?** incident.io is a good tool for also for handling security incidents. Separate incident types and good customisation options cover most of our needs. Security features, like private incidents, or restricting incident creation are also pretty helpful. On-boarding, handling of feature requests, and general customer support was the best I experienced so far. **What do you dislike about incident.io?** incident.io's API and terraform provider do not cover all of its capabilities currently. **What problems is incident.io solving and how is that benefiting you?** Support security incident handling via Slack. Having the same tools for security and other incidents at the company makes it easy to include people in any incident. ### 18. Quick and easy incident management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2023 **What do you like best about incident.io?** 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! **What do you dislike about incident.io?** Haven't come across something I dislike so far! **What problems is incident.io 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. ### 19. Amazing Customer Support experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2023 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** 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 incident.io 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. ### 20. Developer and Business Friendly Incident Management **Rating:** 5.0/5.0 stars **Reviewed by:** Claire K. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2023 **What do you like best about incident.io?** One of the major benefits of working with incident.io is their customer focus. Feedback is easy to provide and listened to. Improvements happen quickly. And they care about the UX and DX of their solutions. Questions are also welcomed and quickly answered. The friendly interactions are some of the best I've had in buyer relationship. The ease of use enables non developers to be comfortable using the tooling if needed, but it's also very developer centric. Which treads a very thin line of making most people happy. Kudos! The level of customisation makes it easy to support a wide variety of workflows and we were able to setup things with no hassle. The UI and slack integration are just so easy to use. **What do you dislike about incident.io?** Very little for me to dislike. Which is super rare for me to say! Other tooling often does the job but is painful to use, or lovely to use and doesn't do what you need. Not true for incident.io. **What problems is incident.io solving and how is that benefiting you?** Removing the confusion and pain around incidents. Makes it easy for those solving the incidents to focus on remediation and those handling comms to do just that. And those observing can see the status and latest without needing to distract anyone. ### 21. Best in class customer experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** November 07, 2023 **What do you like best about incident.io?** 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 incident.io?** 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 incident.io 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. ### 22. Great incident tooling **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2023 **What do you like best about incident.io?** Incident.io has dramatically improved the experience for calling incidents in our organization, and improved the process we use to handle them. Good support and documentation during implementation has made the transition smooth, and new users have found the product easy enough to grasp that training isn't generally required (the `/inc tutorial` functionality covers most of the rest). It's allowed us to deprecate and remove an inferior home-grown alternative, make things smoother/easier/less stressful during incidents, and provided much more insight into what we're doing. External and internal status pages integrate nicely with custom fields and flows; and incident.io integrates nicely with our existing monitoring, alerting, and communications stack. **What do you dislike about incident.io?** There are a number of improvements incidents.io can make that can enable better processes in an organization- the majority of these are on the roadmap, so less a dislike about incident.io, and more impatience. It's very tempting to use incident.io for non-incident operational processes, be they maintenance/upgrades, customer requests, etc- the lack of alternative keywords and varied flows makes that tricky, but the issue is on the roadmap. Merging incidents/incident swimlanes could help in more complex scenarios, and again, is on the roadmap. Better API documentation, and terraform support would be very nice. **What problems is incident.io solving and how is that benefiting you?** Incident.io improves our ability to handle and mitigate unexpected business risk from a number of different sources. ### 23. Simplifying the life of incident responders **Rating:** 4.5/5.0 stars **Reviewed by:** Joar S. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2023 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** 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 incident.io 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. ### 24. Excellent product and support team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2023 **What do you like best about incident.io?** When we were looking for a tool to improve the experience for both our incident response teams as well as for communicating effectively with management, incident.io came through on both counts. Nicely designed layouts assist in the communication and a good degree of workflow customization allowed us to match our existing process and plug in the automation without a lot of additional learning curve for the team. Integrating with the multiple other cloud services that we use was straightfoward and intuitive. Also, their customer success and responsiveness to bug reports and feature requests is superb. **What do you dislike about incident.io?** While I can pull data out for summary reporting, the in-product experience is pretty limited. **What problems is incident.io solving and how is that benefiting you?** As noted earlier, incident.io is helping with the toilsome aspects of incident response through automation and enabling better status communication to our CS and executive teams. ### 25. Effortless configuration and exceptional support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** November 10, 2023 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** 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 incident.io solving and how is that benefiting you?** We use Incident.io to standardize and speed up incident response. ### 26. Invaluable to share information of incidents in the organization **Rating:** 5.0/5.0 stars **Reviewed by:** Asle A. | Utviklingssjef, Small-Business (50 or fewer emp.) **Reviewed Date:** November 29, 2023 **What do you like best about incident.io?** An easy and well thought out way to handle incidents and share information and status updates with minimal overhead. We use Slack in the organization as the primary information channel, and the Slack integration performs flawless and makes it possible to interface with incident.io primarly using Slack. I'm also very fond of the statistics found in incident.io. I'm expected to be able to document historical incidents, and I can find what I need in the tool. **What do you dislike about incident.io?** There is really nothing to actually dislike about incident.io **What problems is incident.io solving and how is that benefiting you?** Sharing, documenting and handling incidents in a structured manner ### 27. Makes handling crisis or live issues a breeze **Rating:** 4.5/5.0 stars **Reviewed by:** Brandon O. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2023 **What do you like best about incident.io?** Amazing slack integration makes handling incidents completely in slack a breeze. This lets our team not have to think about yet another service and instead handle it in a more human and integrated way. **What do you dislike about incident.io?** Kind nit picking but it'd be great to have the ability to automatically publish a postmortem or even just allow users to do it from slack. It's currently the only thing we need to go to the incident.io website for. **What problems is incident.io solving and how is that benefiting you?** Handling incidents in a more uniform and thorough manner. Allow process to take over when tension is high ### 28. Crucial piece of your incident management **Rating:** 4.0/5.0 stars **Reviewed by:** Roro O. | Engineering Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 04, 2023 **What do you like best about incident.io?** Incident.io is extremely easy to use. The platform is easy to set up and integrates well with several tools. Making it a critical part of our incident handling and communication process. It helps both during an incident and the post-incident/post-mortem process by allowing users with little training to manage incidents like pros. **What do you dislike about incident.io?** Some of the best features are in the pro plan, and the price discrepancy between the basic and the pro can be daunting. Especially since incident.io doesn't handle alerting, you need to rely on a separate platform to manage alerts. **What problems is incident.io solving and how is that benefiting you?** It simplifies the collaboration and communication process during an incident. Ensuring all needed parties are well informed about an incident and the necessary follow-up work is handled appropriately. ### 29. Putting Structure around Incident Management **Rating:** 4.5/5.0 stars **Reviewed by:** Akshai S. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2023 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** 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 incident.io 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. ### 30. Incident.io is an invaluable tool **Rating:** 5.0/5.0 stars **Reviewed by:** Amy T. | Customer Support Specialist II,, Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2023 **What do you like best about incident.io?** incident.io is an essential tool for our incident management. The way incident.io integrates with Slack has been such a valuable tool for GoCardless. It makes it easy to manage all aspects of an incident. The in-build reminders are very helpful for ensuring that everything is kept on track. **What do you dislike about incident.io?** We have found the fact that once an incident is private there is no option to make it public an issue. **What problems is incident.io solving and how is that benefiting you?** Incident.io is helping us to make sure we manage incidents in the most efficient way possible. ### 31. Solid experience, easy to set up **Rating:** 4.0/5.0 stars **Reviewed by:** Geoff H. | CTO, Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2023 **What do you like best about incident.io?** Incident.io was easy to install and configure. It's already helped us do a better job of responding to minor incidents that previously were handled informally and not as well documented. We've already had some nice interactions with their customer success team and engineers with some minor feature requests that got added quickly. **What do you dislike about incident.io?** We're not using Incident.io's status pages yet for external reporting because they don't have status page integration with outside services in the same way that statuspage.io does. **What problems is incident.io solving and how is that benefiting you?** Incident.io helps us ticket incidents, pull discussion into one place, coordinate outside response, and collect evidence for later post-mortems. It does everything we need an incident management tool to do. ### 32. Great product, great customer support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** January 23, 2024 **What do you like best about incident.io?** Our team uses incident.io's status page feature for incidents and scheduled maintenance. The product "just works" -- it has pretty much everything we need and nothing we don't. The product team clearly worked with users to identify the key features. I appreciate its simplicity. The customer support team is hyper responsive and has even shipped some requests that we submitted to improve the product. **What do you dislike about incident.io?** I don't have anything I dislike about the product. **What problems is incident.io solving and how is that benefiting you?** - Internal incident management - Communicating our API health via status page. ### 33. Makes managing major incidents smooth and intuitive **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 07, 2023 **What do you like best about incident.io?** - 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. **What do you dislike about incident.io?** - 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. **What problems is incident.io 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. ### 34. Great incident and catalog management platform, especially if you are a slack shop **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2023 **What do you like best about incident.io?** Incident.io is a fantastic platform for managing incidents, customer status pages, and infrastructure catalogs. We love that it is slack-centric, but also web-native. In particular, the deep integration with Jira for followups, the ability to create templated "learning paths" for doing all the retros in Notion and other tools is just really great. Incidents are tough, and having all of the information in one central place that ties into the tools you use every day, is a real pleasure. We've gotten extra value out of running "non-outage" incidents, like version release roll-outs and bug investigations as well. It was easy to configure other types of incidents, with custom fields and workflows. I use it every week for a variety of purposes. Customer Support has been fantastic, and the Incident.io team is always open to to constructive feedback and feature/bug fix requests. It also integrates will with Atlassian Statuspage and Pagerduty for those kinds of tasks. **What do you dislike about incident.io?** All new public incidents are announced by the slack app, even if it's not an "outage", like a product release, or a bug investigation. This can make for a little bit of alarm fatigue from the engineering dept. It's also a bit tricky to get folks to think about Incidents more Holistically, in that an "incident" to those are are new to incident management, evokes the vision of a SEV0/SEV1 all things are broken problem, and it can be some effort to get teams to realize that minor and limited scope problems can be incidents too. That's not the fault of incident.io, but more of a need to really educate teams that use the product, to lower the bar, and use the triage features if there is even the possibility that it's an incident at any level. **What problems is incident.io solving and how is that benefiting you?** It's solving internal incident management, status page updates, post-mortems and after action reports, and also building the foundation for a services catalog internally. ### 35. Developer-friendly incident management, fully integrated into slack **Rating:** 4.5/5.0 stars **Reviewed by:** Adrián M. | Director Of Engineering, Enterprise (> 1000 emp.) **Reviewed Date:** June 21, 2023 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** 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. **What problems is incident.io 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 ### 36. Incident.io Automations Help Us Focus on Solving Issues! **Rating:** 5.0/5.0 stars **Reviewed by:** Carmen G. | Enterprise (> 1000 emp.) **Reviewed Date:** June 21, 2023 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** 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! **What problems is incident.io 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. ### 37. An indispensable tool in a virtual/remote world of business **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah R. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2023 **What do you like best about incident.io?** - The team. Wonderfully responsive and always quick to address questions or feature requests - All the automation tools that can be customised, making the tool work for the way our business works - Great reporting in the background that is continually being developed **What do you dislike about incident.io?** Very little to dislike... Genuinely. Nothing really to say here! **What problems is incident.io solving and how is that benefiting you?** In the tech space of a product, managing issues, reacting quickly, solving them, and ensuring we can follow through on follow ups to prevent them happening again. ### 38. Customizable, easy to set up and easy to transition **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about incident.io?** 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 **What do you dislike about incident.io?** 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 incident.io 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. ### 39. Structured and clear process of incident response **Rating:** 4.5/5.0 stars **Reviewed by:** Olga M. | Service Delivery Director, Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2023 **What do you like best about incident.io?** Incident.io is extremely helpful when dealing with Incidents, it helps to follow a clear and intuitive process. It allows bringing a structure into the incident investigation, but what is especially valuable, it enables great functionality to track mortem analysis and follow-up actions as per agreed mitigation plan. I definitely recommend this easy-to-use and reliable tool. **What do you dislike about incident.io?** The only one thing that comes to my mind is Metrics Dashboard - Insights. It would be great to have a wider range of available metrics and ensure more flexibility when choosing custom fields. As of now I need to export data to Excel to analyze the data. **What problems is incident.io solving and how is that benefiting you?** We use Incident.io to manage our incident management process. ### 40. Customers love the Status Page! **Rating:** 5.0/5.0 stars **Reviewed by:** Will P. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 12, 2023 **What do you like best about incident.io?** - 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 **What do you dislike about incident.io?** - No complaints so far, it has been a great experience for us to date **What problems is incident.io solving and how is that benefiting you?** It allows our customers to understand the status of our platform ### 41. A smooth experience during stressful times **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2023 **What do you like best about incident.io?** 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 incident.io?** I haven't found it yet, though I am sure if I do their support team will help me address it. **What problems is incident.io 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. ### 42. Flexible status page for support teams **Rating:** 4.5/5.0 stars **Reviewed by:** Phil O. | Head of Customer Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2023 **What do you like best about incident.io?** - 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 **What do you dislike about incident.io?** - No slack update option for subscriptions **What problems is incident.io 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. ### 43. Excellent experience **Rating:** 5.0/5.0 stars **Reviewed by:** Hamsa I. | Enterprise (> 1000 emp.) **Reviewed Date:** November 02, 2023 **What do you like best about incident.io?** incident.io's outstanding customer support and feature-rich interface make it a standout choice for incident management. It has truly been a valuable asset for our team, helping us streamline our incident resolution processes and enhance overall efficiency. **What do you dislike about incident.io?** Everything i'd say Incident.io lacked, they would take into consideration and next thing you know they'd make it available in the near future **What problems is incident.io solving and how is that benefiting you?** Resolving incidents much quicker and more efficiently ### 44. ease of use, ease of communication. A very well rounded product **Rating:** 5.0/5.0 stars **Reviewed by:** Mathew R. | Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2023 **What do you like best about incident.io?** The website is extremely useful when joining incidents as you can see the full time line instantly without having to scroll through slack cahnnels **What do you dislike about incident.io?** There are no dislikes as of yet using incident io **What problems is incident.io solving and how is that benefiting you?** From our previous incident management system, incident.io is solving the problem of allowing for greater collaboration and a single source of truth when it comes to dealng with incidents. ### 45. Streamlining incident response with exceptional support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 15, 2023 **What do you like best about incident.io?** Incident.io stands out due to its phenomenal team - throughout our onboarding process they have been incredibly responsive and helpful. The product itself is flexible, very user friendly, and integrates easily with other tooling. We have been able to seamlessly replace our existing incident response processes with an improved user experience and a plethora of enhanced features. **What do you dislike about incident.io?** Incident.io is primarily structured to support smaller organizations and can run into issues at scale. Although the native analytics page (Insights) is very helpful, it can be difficult to extract more customized data views. The incident.io team is continuously adding features and making improvements in these areas. They have been highly receptive to our feedback! **What problems is incident.io solving and how is that benefiting you?** Incident.io brings structure to our incident management program allowing us to draw additional insights and refine our processes. ### 46. Amazing tool and awesome team! **Rating:** 5.0/5.0 stars **Reviewed by:** Vraj S. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2023 **What do you like best about incident.io?** - It's simple and easy to use. - It integrates with almost every tool we need. - Team is just outstanding anytime we are stuck or need something. **What do you dislike about incident.io?** Nothing comes to mind so far! Before we wanted more metrics and the team shipped the feature to make it happen. **What problems is incident.io solving and how is that benefiting you?** We are using incident.io for E2E incident management. ### 47. A tool that helps us to get focused **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2023 **What do you like best about incident.io?** - Great customer service - Ease of use & integration with existing tools and systems - Great UX - Takes the stress out of managing incidents and allows teams to really focus on fixing the issue at hand. - A product focused team that really care about their customers **What do you dislike about incident.io?** - It looks like they're looking into this already but enhancements to the current metrics dashboard would be great! **What problems is incident.io solving and how is that benefiting you?** Incident.io is helping us run incident management events in a much smoother way! ### 48. Makes it easy to handle incidents the right way **Rating:** 5.0/5.0 stars **Reviewed by:** Connor M. | CTO & Co-Founder, Mid-Market (51-1000 emp.) **Reviewed Date:** November 27, 2023 **What do you like best about incident.io?** The Slack integration is excellent, one of the best integrations I've seen. Out-of-the-box workflows are excellent, and it makes it easy for engineers to onboard into the tool. **What do you dislike about incident.io?** We have too many tools for managing incidents and system status overall, and we'd prefer much stronger integrations with other tools (like Pagerduty, Datadog, etc) or more functionality in one place. **What problems is incident.io solving and how is that benefiting you?** Improving our organizational incident response, reducing MTTA and MTTR ### 49. Simplifying Incident Management and Communication **Rating:** 4.5/5.0 stars **Reviewed by:** Vadym C. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2023 **What do you like best about incident.io?** Incident.io stands out as a valuable tool for automating incident management and communication, with its effective Slack bot integration leading the way. The platform's compatibility with multiple external tools, such as Ops Genie, makes it an excellent central hub for managing incidents. Another handy feature is its ability to automate routine actions, such as postmortem reports generation. This automation can significantly reduce the time spent on manual, repetitive tasks, reusing the incident communication channel on Slack as a basis for the postmortems summary. **What do you dislike about incident.io?** To get the most out of Incident.io, teams might have to rethink their usual processes and be open to changing how they handle things. **What problems is incident.io solving and how is that benefiting you?** Streamlining the incident management process allows team members to focus on more important tasks, rather than spending time managing the process itself. ### 50. Awesome tool **Rating:** 5.0/5.0 stars **Reviewed by:** Igor N. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 21, 2023 **What do you like best about incident.io?** Of all the tools I have used to manage Incidents, Incident.io is by far the greatest. The Slack integration is brilliant. It makes it easier to manage and inform all company levels about any incident happening in the company. Their support team is also a good part of what they do. They usually respond very quickly and are super attentive. **What do you dislike about incident.io?** There is nothing I dislike about the tool. I wish they keep growing and adding more features to it. There is only one feature that I can think of that would be good to have now; since Slack released the call feature would be good if we could take advantage of it on incident channels - adding this part here without checking if they already support something like it. **What problems is incident.io solving and how is that benefiting you?** incident.io is central to our incident management process. Before, we used another more complex tool that lacked the option of integrations we have now, making our incident management way faster and quicker. ## incident.io Discussions - [What do you like most about incident.io for incident management, and what could be improved?](https://www.g2.com/discussions/what-do-you-like-most-about-incident-io-for-incident-management-and-what-could-be-improved) - 1 comment - [What is incident.io used for?](https://www.g2.com/discussions/what-is-incident-io-used-for) - 1 comment - [View incident.io pricing details and edition comparison](https://www.g2.com/products/incident-io/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-05-27+17%3A46%3A52+-0500&secure%5Bsession_id%5D=faefd1f3-89c9-4a76-8d73-a271d716d09d&secure%5Btoken%5D=b4d805e1c06b81016ff9346b5a2e20f67598e0913e21f15e0547f2a51ba535ab&format=llm_user) ## incident.io Integrations - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) ## incident.io Features **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Generative AI** - AI Text Generation **Reliability Objectives & Service Operations - AI SRE Tools** - Intelligent On-Call Workflows - Error Budget Tracking - SLI & SLO Management - Service Health Modeling & Reporting **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Agentic AI - IT Alerting** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **AI Detection & Signal Quality - AI SRE Tools** - Cross-Telemetry Correlation - Change-Aware Detection - Adaptive Anomaly Detection - Alert Correlation & Noise Reduction **Generative AI** - AI Text Generation - AI Text Summarization **Investigation & Root Cause Analysis - AI SRE Tools** - Guided Incident Investigation - Live Debugging in Production - AI Root Cause Analysis - Runtime-Verified Root Cause Analysis **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Automation & Platform Controls - AI SRE Tools** - Automated Runbook & Workflow Execution - Human-in-the-Loop Remediation - Integration, APIs & Secure Access Controls - AI-Assisted Code Fix Generation ## Top incident.io Alternatives - [PagerDuty](https://www.g2.com/products/pagerduty/reviews) - 4.5/5.0 (931 reviews) - [FireHydrant](https://www.g2.com/products/firehydrant-firehydrant/reviews) - 4.5/5.0 (142 reviews) - [Rootly](https://www.g2.com/products/rootly/reviews) - 4.8/5.0 (68 reviews)