# 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:** 179 ## 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 installation and configuration** of incident.io, enhancing their incident management efficiency. (29 reviews) - Users highlight the **exceptional customer support** of incident.io, enhancing incident management efficiency and usability. (27 reviews) - Users love the **seamless Slack integration** of incident.io, enabling efficient incident management without disrupting workflow. (24 reviews) - Users praise the **seamless integrations** of Incident.io, enhancing collaboration and efficiency in incident management. (20 reviews) - Users appreciate the **excellent customer support** from incident.io, highlighting swift responses and effective problem-solving. (18 reviews) - Easy Setup (15 reviews) - Intuitive (14 reviews) - Automation (9 reviews) - Easy Integrations (9 reviews) - Features (9 reviews) **What users dislike:** - Users express concern over **missing features** , such as language support and SLA tracking, hindering broader adoption. (8 reviews) - Users express dissatisfaction with the **limited features** , wishing for more customization and a structured feature roadmap. (7 reviews) - Users face **feature issues** with API limitations and integration difficulties, hindering incident management and team collaboration. (4 reviews) - Users note **integration issues** , particularly with Microsoft Teams, affecting automated incident management efficiency. (3 reviews) - Users find the **confusing setup and frequent UI changes** hinder their overall experience with incident.io. (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. AI-First Incident Management with AI that Actually Saves Time **Rating:** 5.0/5.0 stars **Reviewed by:** Alex N. | Member **Reviewed Date:** December 23, 2025 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** 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. **What problems is incident.io solving and how is that benefiting you?** I use incident.io for better visibility into customer issues, tracking tickets, and ensuring clear response processes. Integrated into Slack, it enhances coordination and ownership among teams, structuring responses clearly and effectively. ### 2. Great Chatops incident response tool **Rating:** 4.5/5.0 stars **Reviewed by:** Ari W. | Junior Security Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 14, 2025 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** With so many features available, it can sometimes be a bit tricky to find the exact option you’re looking for in the interface. **What problems is incident.io solving and how is that benefiting you?** incident.io streamlines the entire incident response process, making it smooth, consistent, and easy to manage—especially during high-pressure situations. It eliminates the chaos of coordinating across tools by centralizing everything in Slack, from declaring incidents to assigning roles and tracking actions. The automated reporting and timelines save tons of time and ensure post-incident reviews are thorough and accurate. Overall, it helps our team stay focused, aligned, and faster in resolving issues. ### 3. Suitable for small and large engineering teams **Rating:** 5.0/5.0 stars **Reviewed by:** Bruno D. | Head of Engineering, Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2025 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** 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. **What problems is incident.io solving and how is that benefiting you?** incident.io helped us scale our incident response process with minimal overhead. Before adopting it, incident coordination was inconsistent, manual, and hard to follow — especially for stakeholders outside engineering. Now, incidents are handled in a structured, predictable way. Roles and responsibilities are clear, follow-ups are easier to track, and communication is significantly improved. Teams like Product, CX, and Finance can now easily understand what’s happening during an incident without needing to ask around or dig through Slack. The biggest benefits have been faster response, better collaboration across functions, and more confidence in our ability to manage critical situations as we scale. ### 4. I have been using incident.io for a couples of weeks now and it is easy and powerful **Rating:** 5.0/5.0 stars **Reviewed by:** Nathali A. | Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 18, 2025 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** Assigning an incident leader requires extensive configuration; it should be simpler to assign the on-call person. **What problems is incident.io solving and how is that benefiting you?** We had separate tools for receiving alerts and manage incidents, that's the problem incident.io is solving primarily for us, now by using it, we can have all in a single app. ### 5. Elegant, innovative and adaptive - what a gem of a product (and company) **Rating:** 5.0/5.0 stars **Reviewed by:** Dennis P. | Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** December 21, 2024 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** 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? **What problems is incident.io solving and how is that benefiting you?** It removes most of the overhead that is holding people back to create "proper" incidents, which lowers the barrier and in turn increases visibility on the true amount and types of incidents that do occur but were previously not captured anywhere. ### 6. Intuitive, fast and embedded where people are anyway (Slack) **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 26, 2024 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** 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.) **What problems is incident.io solving and how is that benefiting you?** Providing structure while not getting in the way during time-sensitive incidents. ### 7. Great Product, Fantastic Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2024 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** 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. **What problems is incident.io solving and how is that benefiting you?** Incident.io has taken a very manual, time-consuming, and error-prone process and made it easy for the team to keep up with. ### 8. Get you an app than can do both **Rating:** 5.0/5.0 stars **Reviewed by:** Patrick B. | Director, Site Reliability Engineering, Mid-Market (51-1000 emp.) **Reviewed Date:** October 05, 2024 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** 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! **What problems is incident.io solving and how is that benefiting you?** Taking chaos and bringing order, peace, and oddly, religion. ### 9. Great Incident response tool **Rating:** 5.0/5.0 stars **Reviewed by:** Pratik A. | Senior Analyst ITSM, Enterprise (> 1000 emp.) **Reviewed Date:** October 01, 2024 **What do you like best about incident.io?** 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! **What do you dislike about incident.io?** 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! **What problems is incident.io solving and how is that benefiting you?** 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. ### 10. Amazing incident management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Roberta R. | Platform Incident Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2022 **What do you like best about incident.io?** 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. **What do you dislike about incident.io?** Nothing to dislike, but i am waiting for the integration with outlook so that I can schedule the post mortem meeting **What problems is incident.io solving and how is that benefiting you?** The main benefit is having incidents run in dedicated channels. The advantage is that we have to do a lot less work for post-incident admin as all the info we need is on that channel. ### 11. Excellent solution for managing your incidents, that just keeps getting better! **Rating:** 5.0/5.0 stars **Reviewed by:** Justin H. | Head of Technical Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2024 **What do you like best about incident.io?** I've used incident.io in a couple of different settings, and it's proved fantastic in removing friction and allowing teams to just get on with getting things sorted. The Slack integration is very well done, and allows both technical teams and stakeholders to stay up to date and engaged with the investigation. The incident workflow is nicely configurable and allows you to adjust to how you want your teams to work. The Insights piece has also been great, and the introduction of an AI assistant to slice data and product useful charts has been very helpful in understanding what's going on. We're just starting to implement the new on-call system, and hook it up to alerting, and I have no doubt this is also going to be prove invaluable. Finally, a big shout out to the team at incident.io themselves. They're incredible helpful and receptive to suggestions for improvements! **What do you dislike about incident.io?** Very little to dislike! Perhaps a clearer view of roadmap and upcoming changes and features would be nice? **What problems is incident.io solving and how is that benefiting you?** Taking the pain out of incident mgmt and allowing teams to focus on what's important - resolving incidents and learning lessons from them. ### 12. The gold standard in incident management/on call tooling **Rating:** 5.0/5.0 stars **Reviewed by:** Luis S. | Tech Lead, Enterprise (> 1000 emp.) **Reviewed Date:** September 18, 2024 **What do you like best about incident.io?** Overall, it is a very well-thought-out product that perfectly fits in a much-needed area for companies that want to achieve operational excellence. Some points that stand out: * Frictionless configuration and onboarding (so easy that our first incident was created/led by a colleague even before the "official rollout" all by themselves! ) * Ai features that provide actual value during and after the incidents * Great integration between Slack and the web view * Enforcing the defined processes * Visually gorgeous 🤩 * Exceptional support and communication with the incident.io team * Very open to feedback and suggestions with a seemingly never-ending stream of wonderful features 🚀 **What do you dislike about incident.io?** There is nothing really to dislike, more of a view on improvements. For example, support more HRIS like Workday and provide pre-built SDK/API modules for even easier integration. **What problems is incident.io solving and how is that benefiting you?** Incident.io is being used to replace a legacy custom tool and support the complete lifecycle of incidents and their followips, alerting, on call for a 1000+ people international organization. ### 13. State of the art on what is need for an effective incident process **Rating:** 5.0/5.0 stars **Reviewed by:** Rui A. | Principal Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2024 **What do you like best about incident.io?** Incident.io features a lot of integration to most of our tools like Google, Jira and Pagerduty. The on-call features seamless support Pagerduty as well as their internal on-call solution enabling smooth and safe migration if and when we want to do it. Their customer support based on Slack is natural and easy with an excellent response rate. Their killing feature for me is the Catalog and the expressions system that allow encoding complex Workflow or rules into many part of the systems. **What do you dislike about incident.io?** There is little transparency on what is coming up, sometimes one gets feedback when doing a feature request. I would love to get some level of insight into the plan for the next quarter as a customer. Expression are present in most parts of the product but not everywhere, they are so powerful that I wish to have them everywhere. **What problems is incident.io solving and how is that benefiting you?** Incident.io allowed deprecating complex internal tooling for incident management while providing a lot more quality and features than the internal tooling. ### 14. Makes Incident Management a breeze **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** January 14, 2025 **What do you like best about incident.io?** Huge fan of the usability of the Slack commands and how it's helped us improve our incident management workflows. The AI features really reduce the friction of incident management. Also the Customer support has been fantastic. It's easy to set up, and easy to integrate with our existing tooling/platform. Wish my company had more incidents so I could play with the features more. Also love the built-in Statuspages **What do you dislike about incident.io?** There have been a few UI bugs, but the support team has been prompt to respond to feedback and help us resolve or work around them. **What problems is incident.io solving and how is that benefiting you?** Solves the problem of how to make incidents easy to report, how to coordinate the resolution of incidents, and how to handle communication of the incident with internal and external stakeholders ### 15. Fantastic and versatile product that makes managing incidents a breeze! **Rating:** 5.0/5.0 stars **Reviewed by:** Terry A. | Information Security Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** December 09, 2024 **What do you like best about incident.io?** The velocity of development and integrations is second to none. Having the ability to manage an incident through raising - triage - resolution - post-mortem all from Slack is wonderful. Anyone in our business is able to interact and contribute to incidents frictionless-ly, which allows for better feedback loop on issues and fixes. **What do you dislike about incident.io?** I cannot think of single dislike, the people at incident.io are wonderful and from the top down we see engagement in our shared slack channel regularly. Always easy to raise a bug / issue and great SLAs for getting back to us. **What problems is incident.io solving and how is that benefiting you?** - Cadence of incident management - Ease of collaboration across the business for feedback loops and incident creation - Integrations with key third-party providers and an open product request away from bidding on another to be introduced - 360 incident management in Slack fostering ### 16. Moved from Statuspage and PagerDuty and didn't look back **Rating:** 5.0/5.0 stars **Reviewed by:** Rodrigo Q. | Support Lead, Financial Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 18, 2024 **What do you like best about incident.io?** I'm new to incident.io since starting on a new job, after many years using Atlassian's Statuspage and PagerDuty. Three things that I believe are done very well in incident.io: integration with other apps and platforms, holistic approach to incident alerting and notifications, and customer/technical support. It's on a very different level (much better) from other vendors. **What do you dislike about incident.io?** Nothing really. incident.io does everything is says on the box, and very well. The Android app, the web UI, and the integration with Slack are flawless. As I moved away from other vendors and onboarded incident.io, the learning curve was perhaps a bit steeper simply because of how flexible and customiseable incident.io is - so make sure to reserve sufficient time for learning how to administer it correctly. For non-admin users, incident.io is extremelly user friendly, and you can learn as you go. **What problems is incident.io solving and how is that benefiting you?** On-call scheduling, on-call compensation, incident management, stakeholder management, automation and integration, alerting, postmortem, Status Page updates, uptime calculation, incident reporting for auditing. ### 17. incident.io has changed how i feel about incidents. im no longer stressed or overwhelmed **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2024 **What do you like best about incident.io?** incident.io makes incidents normal. Instead of a fire alarm you can build best practice into a process that everyone - technical or no n-technical users alike - can understand intuitively and execute. The tool is flexible to your business and the team have a deep understanding of incident response that is reflected in the UX. it gets out of the way, it puts everything you need front and centre and you are confident that you can build a repeatable culture around incident response. I really love the slack integration, the automated summaries and the On Call pay reports feature. the catalog and workflows feature has allowed us to experiment with our process without needing to retrain everyone, and helps us gather key data about incidents without having to manually review them all. Once you buy into the paradigm you'll never look back. **What do you dislike about incident.io?** The post incident support could be better. I would like a more opinionated way to dissect the incident timeline and understand what the right questions to ask are. A deeper integration with PagerDuty would be nice to have more flexible automated creation of incidents, but the Alerts and On Call product looks promising. **What problems is incident.io solving and how is that benefiting you?** Creating a sustainable, scalable and repeatable process for incident management ### 18. Tooling made to make incidents flow like water instead of ice **Rating:** 5.0/5.0 stars **Reviewed by:** Ian K. | Director of Reliability, Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2024 **What do you like best about incident.io?** Incident IO is the first product I've used that directly understands the reality of an incident using slack and how to stream line that flow. I love how it helps us get one started, get folks involved and then gentle nudges if specific actions like assigning someone to role or task take place. It rewards those that follow these flows with silence and helps remind those that don't. In the 3 months since we have implemented it, we have gone from having no visiblity at all in outages to clear understanding of how many interrupts are happening a day. We see what are the noisy alerts and problem services that we need to focus on. Our previous After Action Report process would take 30 mins to make each time. Now it takes about 5 mins and has more data involved. Incident IO is in our slack and their support teams jump whenever we have an issue. The tooling just tends to work, so most of our issues have been us pushing the product forward into new areas on how to use it. They have been fantastic partners in helping us make our incidents a valuable process internally. **What do you dislike about incident.io?** The biggest issue I have with incident io is I'm very spoiled with a system that understands and uses slack well in making each incident actionable. **What problems is incident.io solving and how is that benefiting you?** One of the biggest problems we had was a reasonably automated realtime visibility into the incidents we had while working with the communciation patterns of our company. Incident.io is a slack friendly, action orientated tool which fits perfectly with our Bias towards Action culture. Leadership now knows all the open incidents in an easy to view WebPage and are notified (as desired) when incidents get escalated to high enough levels that they care about. An example is when a P1 occurs, we have it automatically adding our executive team into the channel so they can be engaged in decisions, communication and coordination immediately. Our leadership also reviews the monthly and weekly reports on what are the noisiest or busiest services to know where to focus some time to keep our customers happy. ### 19. Fantastic Product **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** February 15, 2025 **What do you like best about incident.io?** Too many to list - it's a one stop shop for incident management (not just on call rotations like many competitors. Built in and custom automations, great slack integration, automated post mortem generation, jira ticket creation, followup and actions creation, post incident workflows. It takes all the pain out of incident management and lets you focus on working the incident itself. **What do you dislike about incident.io?** I can't think of anything that's worth mentioning. **What problems is incident.io solving and how is that benefiting you?** incident management and on call ### 20. Great tool for incident management and great customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew B. | Site Reliability Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2024 **What do you like best about incident.io?** - incident.io is very easy to pick up and use out of the box - incident.io has been very easy to implement and has allowed us to easily scale to a global scope - The customer support has been fantastic and is world class and hard to beat. Anytime I have a question, no matter how small, I receive an answer quickly and it's almost always what I'm looking for. They have a very customer first attitude and it shows in how they supported us as we onboarded/implemented the product and as we've transitioned to users. - incident.io has a lot of built in integrations which makes it a good one stop shop for incident management. One of our pain points before we implemented incident.io was having to navigate multiple tools, however incident.io has solved that for us thanks to how well it integrates with other products. Where there aren't built-in integrations we are able to make use of incident.io's API to integrate with other services. **What do you dislike about incident.io?** - The inability to auto create a Microsoft Teams call using the Slack product. Slack's huddles have consistently given us issues so we've had to continue using Microsoft Teams for our incident calls. I've worked around this by using incident.io's API calls to automate Teams call creation when we create an incident in Slack, however having a built-in Teams integration, especially since the overall Microsoft Teams product was just launched, would be nice. **What problems is incident.io solving and how is that benefiting you?** Our operations team had to quickly adapt to a global support scope. This involved creating an incident management process that not only took our existing domestic process into consideration but also accounted for our global markets and all of the differences that came with it. Implementing incident.io allowed us to quickly create a new incident management process that took all this into account. We were able to create a new process for our global markets and then fit it in with our existing domestic process which has led to us having a standardized incident management process all around. Going forward as our scope continues to expand, I have no doubt that incident.io will allow us to introduce new markets with agility. incident.io is also solving the problem of having to deal with multiple tools during an incident. Previously we would have to juggle incident documentation in one platform, alert acknowledgement and on-call paging in another, but with incident.io we've been able to consolidate our tooling into one which allows us to focus on what's important during an incident rather than focus on how we juggle multiple tools. ### 21. Flexible solution for handling incidents across teams **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 14, 2025 **What do you like best about incident.io?** Incident.io is incredibly flexible and integrates smoothly with the tools we rely on. It makes it easy to collaborate at key moments, which helps us maintain SLAs and fix things quickly. Workflows, notifications, and forms are highly customizable, making incident.io a key tool across different areas of our business. **What do you dislike about incident.io?** I don't dislike anything, Incident.io covers the bases I need and is easy to set up and work with. **What problems is incident.io solving and how is that benefiting you?** Alerting on call teams of an incident, facillitating cross functional communcation, and tracking progress through resolution. ### 22. Great product built by a great team **Rating:** 5.0/5.0 stars **Reviewed by:** emanuele m. | SRE Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2024 **What do you like best about incident.io?** We have been using incident.io as incident management tool since the early days of their company. It's easy to integrate with any process or tools you may have already inside of your company. It just works and you can buid any kind of workflow you may want through a nice and clean UI. The product is designed in a way to push you forward doing the right thing, being it opening an automatic incident and notifying the right people, or making sure that the issues added as follow ups are sorted in a reasonable amount of time. Most of the times, new features are added that solve problems you didn't know you had (just yet). The team behind the tool is great: always responsive to any kind of queries you may have, open to clear and honest feedback, happy to implement that single features which is a game changer for you. **What do you dislike about incident.io?** Not many things to be honest. If I have to list one area where we would like seeing improvements then it's the overall configuration, which is completely based around clicking in different parts of the UI. While it's well designed, it can become a problem if you want to manage many workflows, or create different views under the Insights, or generally manage a lot of configurations: if you do a mistake, then you have a huge impact and you may find it difficult to restore the regular behaviour quickly and easily without some infrastructure-as-a-code. **What problems is incident.io solving and how is that benefiting you?** By creating a channel on Slack, it creates one single place where all the stakeholders can discuss about the ongoing incident, improving communication and transparency. Other features (status pages, Insights, policies...) push the developers and the company overall towards some best practices in managing incidents and post mortems. On-Call is nicely implemented as well, contributing to a platform rich of features well designed and fully integrated. ### 23. A great replacement for PagerDuty **Rating:** 4.5/5.0 stars **Reviewed by:** Harvey J. | Director of Platform, Mid-Market (51-1000 emp.) **Reviewed Date:** August 01, 2024 **What do you like best about incident.io?** We like how we can manage our incidents in one place. The way it organises all the information being fed into an incident makes it easy to follow for everyone in and out of engineering. The recent addition of on-call allowed us to migrate our incident response from PagerDuty and it was very straight forward to setup. **What do you dislike about incident.io?** Nothing to dislike, I would just like to have Datadog DORA metrics integration. **What problems is incident.io solving and how is that benefiting you?** Having many tools to manage incidents and now just needing one. Improving the way we communicate incidents within the company and how teams deal with incidents. The staus page integration is a huge help. We can now have every team on-call and have specific alerts routed to them. **Official Response from Chris Evans:** > Hey Harvey! Thanks so much for taking the time to write this, and glad to hear the migration and resulting setup is working well for you. Absolutely hear you on the DORA metrics. I expect we’ll add a native way to integrate deployment events soon, at which point we should be able to give you that insight all within the platform. Cheers! Chris ### 24. Fantastic product, great team! Takes all the stress and complication out of managing incidents **Rating:** 5.0/5.0 stars **Reviewed by:** Scott K. | Site Reliability Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2024 **What do you like best about incident.io?** The tool is absolutely fantastic; very easy to use and implement. You rarely need to look at the docs. With incident.io, managing incidents is no longer a chore due the automation that covers the whole incident lifecycle; from when an alert is triggered, to when you finish the post mortem. Since using incident.io people are definately creating more incidents to solve any issues that may arise, including those that are trival. The custom support offered is superb, they are very fast to respond and happy to help and deep dive into things. They can also push a change quickly if something is not quite right. **What do you dislike about incident.io?** If I have to pick something, i would say as they frequently release a lot of features, it can sometimes be hard to keep up, but when do you notice something extra you want to add, it is always a simple process to enable it. **What problems is incident.io solving and how is that benefiting you?** We want our platform to be more reliable. Incident.io helps us manage incidents in a simple and intuitive way, with the end goal of easily being able to learn from incidents. ### 25. Great company, amazing product, world-class support. **Rating:** 5.0/5.0 stars **Reviewed by:** Tim Y. | Dir of Engineering, Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2024 **What do you like best about incident.io?** We use Incident.io as our exclusive platform at Redpanda and I have been super impressed with their products and offerings. We've eliminated 3 other vendors and unified services onto Incident.io. We have many integrations setup and it just works! The AI insights for identifying incident patterns are top notch and help us provide clarity for data driven operations. Absolutely recommend using Incident.io **What do you dislike about incident.io?** They release features so quickly its honestly hard to keep up! Nothing negative to say. **What problems is incident.io solving and how is that benefiting you?** Unifying and centralizing processes, vendors, service catalog, and operational response. ### 26. Incident.io is the best incident management software **Rating:** 5.0/5.0 stars **Reviewed by:** Michael A. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2024 **What do you like best about incident.io?** We use incident.io at our company and their customer service is amazing. They were incredibly attentive and responsive to our needs. When we required capabilities beyond their initial scope, they didn't turn us away. Instead, they collaborated with their engineering team to develop the necessary solutions. Their proactive and dedicated approach is rare and truly sets them apart. I highly recommend this company for their exceptional service and commitment to client success. **What do you dislike about incident.io?** I appreciate that this company offers Terraform, even though it currently doesn't cover everything. The encouraging part is that they are actively working to upgrade this capability. Their commitment to continuous improvement and expanding their offerings is a positive sign, and I'm confident they'll soon have a more comprehensive solution. **What problems is incident.io solving and how is that benefiting you?** Incident.io is solving the challenge of fragmented incident management by integrating all aspects into a single system. This integration significantly benefits us by streamlining our processes and dramatically increasing our response time. With everything in one place, we can handle incidents more efficiently and effectively, leading to quicker resolutions and less downtime. ### 27. Great tool and support **Rating:** 4.5/5.0 stars **Reviewed by:** Gustavo A. | Senior SRE, Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2024 **What do you like best about incident.io?** Incidentio has always been very responsive to our requests, open to feedback and quick reaction. It didn't happen only once when we reported some type of issue in the process to Incident.io support and in matter of hours the fix was released. That shows their commitment, which is very much appreciated. **What do you dislike about incident.io?** A few little inconsitencies in the documentation and examples, which were promptly fixed once reported. **What problems is incident.io solving and how is that benefiting you?** Incident Management in overall from receiving the Alert until paging the Oncall, it allows us to have all the features into one place ### 28. Fantastic incident management tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Music | Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2025 **What do you like best about incident.io?** Customization, integration with Teams, ease-of-use **What do you dislike about incident.io?** Teams integration has less features than Slack one. **What problems is incident.io solving and how is that benefiting you?** Having a structured and scalable incident response process. ### 29. An excellent tool to seamlessly automate incident management concerns. **Rating:** 5.0/5.0 stars **Reviewed by:** Jack S. | Senior Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 10, 2024 **What do you like best about incident.io?** The primary advantage we've seen since adopting incident.io is having a consistent interface to dealing with incidents. Our engineers already used slack as a response platform, but without the templated automation of channel creation/management, stakeholder updates & reminders, post-incident review pipeline etc., incidents often felt haphazard and bespoke, with problems cropping up weeks later when some process points may have been omitted during the fire. Now engineers are comfortable that when the proverbial alarm bells ring at 3am, they won't miss out important process while dealing with chaos, or have to be reading through long incident-management runbooks that aren't related to the problem at hand. Ability to focus entirely on resolving the issue while incident.io makes sure every box is checked has been keenly felt within the engineering teams. Ease of use is fantastic, the commands and directory of usage through `/inc` is very intuitive, and requires minimal cheatsheets injected into the incident startup script from our side. Realistically as a responder the training requirement is essentially none. The tooling was easy to install, even with a few semi-complex workflows for various custom functionality we wanted, and fantastic customer support with prompt responses from the integrated partner channel and our amazingly helpful CSM Georgie. **What do you dislike about incident.io?** Nothing major here, so far we've seen a lot of benefits and very few problems with incident.io. My one concern would be that as a customer we've been quite fortunate in that all our major tooling is already supported through integrations, although incident.io's integrations are reasonable but not that extensive. It might have been a problem to integrate tooling if we weren't already using market leading solutions in the industry for triage calls / monitoring etc. **What problems is incident.io solving and how is that benefiting you?** Incident.io is helping us automate company incident management process, so that all incidents are handled in a consistent manner, minimising burden on engineers during intense incident response windows, and increasing stakeholder confidence that every bit of process around incident management is completed and recorded. ### 30. Great product and team **Rating:** 5.0/5.0 stars **Reviewed by:** Marc v. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2024 **What do you like best about incident.io?** The easy of use of the system within Slack has been great for people in the company and it is incredibly easy to collaborte on incidents as a result. The Speed at which new features are rolled out is great adn the level of support we get is fantastic Out initial setup was very easy adn despite asking a lot of questions on tweaks etc, we have always had good discussions and in some cases alternative ideas to solve the same solution. There are a number of integrations out of the box and this has also helped us to get people accustomed to the wider ecosystem. **What do you dislike about incident.io?** I am having to really look for something here. We have had an amazing experiecne so far. I like the status pages, but the one thing that would make it better is to have the service uptimes on the internal pages **What problems is incident.io solving and how is that benefiting you?** Not only does incident.io give us a platform to deal with incidents, it has come a long way in providing insights and lets us create datapoints to use for our reporting across the business. The ability to hook inot alerts also helps us to get ahead of the game. Having used opsgenie, we had little uptake on alerts and managing them, but with incident.io we have a lot more engagement it seems ### 31. Exceptional Service and Seamless Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2024 **What do you like best about incident.io?** Our experience with this company has been outstanding, partly in thanks to their exceptional customer service and quick turnaround times. The staff is not only knowledgeable but also incredibly supportive and friendly, making every interaction a pleasure. I am continuously impressed by their execution of various features, which has seamlessly integrated into our existing workflows (also shifted our approaches because we liked IIO's way better) and significantly improved our efficiency. The ease of implementation was impressive, with minimal disruption to our daily operations, allowing us to realize the benefits almost immediately. We 100% rely on IIO and use it everyday. Huge shout out to Eryn- our amazing CSM, Project Manager, and wearer of many more hats. **What do you dislike about incident.io?** Honestly, there hasn't been anything to dislike about our experience with this company. Every aspect of their service and product has met or exceeded our expectations. **What problems is incident.io solving and how is that benefiting you?** Incident.io addresses several critical challenges for us, including immediate incident creation for fast turn around, and information dissemination. By providing easy choices on where knowledge is to be spread, it ensures that everyone is on the same page, leading to quicker and more effective incident resolution. The platform's robust metrics and automation features provide custom made After Action Reviews, which not only saves us time but also enhances our overall efficiency and decision-making. Metrics are being taken and will be very useful to our management to make important decisions. ### 32. No one wants to run an incident, but if you have to Incident.io is what you want! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** August 14, 2024 **What do you like best about incident.io?** Nobody wants to run an incident, but it's an inevibility in the software industry. Incident.io actually makes running an incident an enjoyable expierence and really helps bring focus and organization to a process that has historically been difficult to organize. I love the "slack first" app approach, which bring all the more core feartures of the product into the tooling we tend to use most throughout our days. Incdient.io is stable, easy to use and their support has been top-notch to date. Kudos to the team for building such an intuative, simple and powerful toolset! **What do you dislike about incident.io?** Some of the integrations can be a bit slow (e.g. Jira), but they still work just fine. **What problems is incident.io solving and how is that benefiting you?** Incident.io brings much needed organization and awareness to incidents within our organization. ### 33. An excellent tool to replace our current incident management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Paulo‧ A. | Tech Strategist, Enterprise (> 1000 emp.) **Reviewed Date:** August 14, 2024 **What do you like best about incident.io?** The main items we like best about incident.io: - Helpful & responsive customer support - Very intuitive UI and user-friendly - Automated incident creation - Many integrations out-of-the-box - Automation & configuration possibilities - Automated post-incident flow - Open for feature requests & feedback **What do you dislike about incident.io?** Nothing we dislike. However, we would like to see a Workday integration. **What problems is incident.io solving and how is that benefiting you?** Incident.io helps us to better streamline our incidents by providing us with a centralized platform for the whole incident management pipeline, from incident creation to learning from incidents. We used to manage and develop our own in-house incident management tool, however, now with incident.io we have less overhead and a much more powerful tool that is still under active development. ### 34. Exceptional customer support and time saving automation **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 10, 2024 **What do you like best about incident.io?** Using incident.io has significantly streamlines our incident management process. The tool's ability to auto-populate incident documentation has saved us good amount of time, allowing our team to focus on resolving issues rather than on adminstrative tasks. One of the standout aspects of Incident.io is its exceptional customer support. Their guidance ensured that we could maximize the tool's potential. Need to mention Lucy Jennings who helped the most and always available making sure we get what we looking for. Her presence in the incident team made things incredibly helpful and better, kudos to Lucy. Overall, incident.io has been a great product for our incident management workflow, combining powerful automation with great support to deliver an outstanding user experience. **What do you dislike about incident.io?** While the reporting feature is super helpful, we found that customizing incident response report to our specific needs can be somewhat limited and challenging. Adding more flexibility and customization options in the documenting module would make this tool even more powerful. **What problems is incident.io solving and how is that benefiting you?** Collaboration with different stakeholders and team, streamlined and effective communications, and documentation including the inclident timeline ### 35. Simple, fast, customizable **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2025 **What do you like best about incident.io?** Slack integration and guided process is so great and customizable, so easy to onborad new responders. **What do you dislike about incident.io?** Some good features requireement the top tier plan **What problems is incident.io solving and how is that benefiting you?** Guided workflow during incident management and post-incident really helps onbording anyone in this really rapidly, very customizable. Helps focus on solving incidents without forgeting/missing important side-tasks or information gathering. ### 36. Amazing tool for all things incident management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2024 **What do you like best about incident.io?** ease of configuration and implementation **What do you dislike about incident.io?** AI features are only availble in English **What problems is incident.io solving and how is that benefiting you?** Taking the pain away from managing incidents, from detection to resolution. The tool is opinionated enough to help us improve our incident management practices at the same time. ### 37. Amazing product, unparalleled customer support **Rating:** 5.0/5.0 stars **Reviewed by:** Pablo P. | Site Reliability Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 21, 2024 **What do you like best about incident.io?** Incident.io does everything for incident management, from the moment you receive an alert to the moment you close a post-mortem. They always come up with solutions you didn't know you needed, that make the tool super powerful. For simple use cases it's very easy to setup; for complicated setups they provide everything you need to make it work, and if they don't, they will probably release it shortly after. I personally have been spoiled by their customer support, it makes every other customer support process seem like a chore. **What do you dislike about incident.io?** With the amount of features they release it's sometimes hard to keep up because there is always something new to try or improve. **What problems is incident.io solving and how is that benefiting you?** Without a proper response process, incidents become chaotic. Incident.io has helped us define a proper process for the organization, automating many parts of it and integrating easily with our existing tools. ### 38. Elegant Solution for Managing Difficult Issues **Rating:** 5.0/5.0 stars **Reviewed by:** Kelsey P. | Zuora Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** April 24, 2024 **What do you like best about incident.io?** Since implementing Incident Io in our company, it has made incident management much less stressful to manage. The integration to Slack has meant that we can manage business updates and bring in the teams we need to efficiently and easily as well as giving everyone the visibility needed to be aware and up to date of what's going on. Its incredibly easy to utilise and the ability to personalise elements of it to our business have been great. Highly recommend the tool to anybody. **What do you dislike about incident.io?** I can honestly say I have no complaints when it comes to incident io - so far, it's been a flawless experience and can say that it's personally made my role a hundred times easier when I'm involved in incidents. **What problems is incident.io solving and how is that benefiting you?** One of the key benefits to me of using this tool, is the handling of key business communication during an incident and being able to ensure there is a central location for all reports, questions and updates. ### 39. Revolutionary incident handling **Rating:** 5.0/5.0 stars **Reviewed by:** Tamás B. | Software Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2024 **What do you like best about incident.io?** Recent changes in our incident handling process put a lot of communication/documenting tasks on the person handling an ongoing incident. Migrating to incident.io cut down a lot of the extra responsibilities, it is really a tool acting as an extra hand - or even brain. **What do you dislike about incident.io?** The options availabe during the handling of an incident are so vast, it can be confusing: colleagues need at least one training session to get their bearings. In an ideal world, you wouldn't have to think about what to do - but that ideal world might not exist. **What problems is incident.io solving and how is that benefiting you?** Handling most of the communication and documentation tasks for me **Official Response from Chris Evans:** > So good to hear about your experience here. Having an extra pair of experienced hands in an incident is exactly what we’re shooting for too! ### 40. Best in Class Incident Management **Rating:** 5.0/5.0 stars **Reviewed by:** Michael H. | Director Site Reliability Engineering, Enterprise (> 1000 emp.) **Reviewed Date:** September 30, 2024 **What do you like best about incident.io?** Intuitive platform with dozens of integrations. Account and customer success team are fantastic partners. Incident.io has been a game changer, with value delivered to the business immediately after implementation. **What do you dislike about incident.io?** There's nothing to dislike about the platform or company. With that being said, it seems like there is still room for growth in regards to business maturity. **What problems is incident.io solving and how is that benefiting you?** Service Catalog, On Call, Single Pane of Glass Incident Management & Orchestration. ### 41. Incident.io allows us to focus on what matters, not reading doc nor process **Rating:** 4.5/5.0 stars **Reviewed by:** Alexandre R. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2024 **What do you like best about incident.io?** For our engineers working on incident, the primary interface for incident.io is slack. It's where we collaborate and where we were gathering to handle incident before introducing incident.io. But back in the days, we had a process: it was not good or bad, it was just not followed during the adrenaline rush of an incident. Reading process doc is 100% not your goal. Who can blame the first responder that saved the day? That's where incident.io really shines: it allows to seamlessly nudge or suggest actions. You can implement your incident management framework easily. A few examples we implemented: - You assessed the incident as high prio, here's a short message, with more details in the thread, on what you need to do to keep the business up-to-date. And if you need them in the call asap, here's how. - You're on a high prio incident, maybe you should escalate to get some help? Here's a simple button. - Incident is over? Cool, here's what we expect from you on the postmortem. The ease of use means no training is required. It also allows us to have incident leaders with no specific training, it just got easier so you can concentrate on what matter: enhancing your system & reliability. That's what we were and we are still benefitting from. But since incident.io introduced some AI features for no additional cost. We configured incident.io to read the incident's slack messages and it is now able to suggest pretty accurate summary. It's a suggestion, you can easily edit it before accepting it. It's not going to revolutionnize our incident management, but it definitely increased the communication quality and increased the frequency of updates shared, because they are easier to write. And to be crystal clear: we're not sending more AI generated bullshit updates, it's able to retrieve the context, impact and stuff you mentioned 20min ago and mix it with the 2min ago message mentioning the mitigation action and summarize it in a coherent summary. **What do you dislike about incident.io?** We're happy customers as reflected in the recommendation score. But there's always room for improvement, for instance some integrations aren't as polished as we expect such as the follow-up and postmortem part. Our process differ a little bit from the builtin process in incident.io and today APIs are not yet fully ready to ingest our follow up tasks created externally into incident.io. **What problems is incident.io solving and how is that benefiting you?** Incident.io solves the incident management process implementation by seamlessly help first responders to get help or communicate without getting in the way of recovery or asking them to read some static documentation. ### 42. A perfect tool to encourage empowerment inside and build trust outside **Rating:** 5.0/5.0 stars **Reviewed by:** Krisztián K. | Technical Area Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2024 **What do you like best about incident.io?** Its intuitive UI is easy to integrate and helps the developers in their everyday work while providing enough transparency to management. The team is terrific and believes in their product, and it actively helps us take our first steps toward a better world. **What do you dislike about incident.io?** There is nothing so far that we dislike. **What problems is incident.io solving and how is that benefiting you?** It automatizes the information flow toward our customers and management. It also supports the decision-making process during an incident mitigation. ### 43. Force multiplier **Rating:** 5.0/5.0 stars **Reviewed by:** Cameron R. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 05, 2024 **What do you like best about incident.io?** By automating the coordination, communication, and documentation tasks that are traditionally manual and time-consuming, incident.io frees up the incident response team to focus on solving the critical issues at hand. It ensures that all stakeholders are kept informed with the right information at the right time, reducing confusion and aligning efforts towards resolution. **What do you dislike about incident.io?** There isn't much to dislike; I've really enjoyed working with the tool and our customer success manager was there to support us through every step of the integration. **What problems is incident.io solving and how is that benefiting you?** It's giving us an 'opinionated' framework that requires little administrative overhead. It's great for us because managing the overhead of incidents were such a time and resource sync. ### 44. Great Incident Management Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** September 30, 2024 **What do you like best about incident.io?** The user experience. It's very much built by incident responders, for incident responders. **What do you dislike about incident.io?** Some limitations to the webhooks, would be good to see more circumstances to send events elsewhere. **What problems is incident.io solving and how is that benefiting you?** Out of the box, it provides a great incident management experience. It's catalog and workflow features enable further customisatio. ### 45. A great platform that simultaneously empowers and simplifies incident response **Rating:** 5.0/5.0 stars **Reviewed by:** Igor Natanael A. | Senior Software Engineer, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** December 20, 2023 **What do you like best about incident.io?** incident.io has drastically reduced the additional cognitive load on stakeholders involved in the Incident Response lifecycle in our company. It has great usability that removes operational tasks of organization, documentation and structuring from the path that make us focus almost 100% of our effort on tasks that will actually contribute to mitigating and, subsequently, resolving that incident. Another advantage is the tools it provides us with to also improve the pre- and post-incident cycle based on data and enforced routines. The effort to integrate incident.io with our main tools, in addition to the necessary setups in the tool itself, were practically nil. Really very easy to operate and configure. Additionally, the customer service team has been incredibly responsive and helpful. The resolution time for the few problems we had was extremely quick, in addition to all the attention they gave to exposing our needs, some of which were incorporated into the platform within a few months/weeks. In a very short time, incident.io became an essential tool in the day-to-day life of our engineering team, with smooth adoption and without generating much friction or learning overhead. **What do you dislike about incident.io?** I believe there are some things that could be more configurable, such as the types of events that should become messages in the incident feed on the slack channel. Sometimes the feed becomes excessively polluted. But this is a minor issue, nothing that really interferes with our day-to-day work. **What problems is incident.io solving and how is that benefiting you?** We are a SaaS and we are focused on reducing Mitigation Time for high/mid severity incidents, in addition to better mapping low severity incidents in order to prevent them from happening recurrently and preventing the expansion of their impacts on our customers and the productivity of our product/engineering team. The tool helps us focus on what really needs to be done to mitigate and resolve the issues that are happening during the incident. We can, for example, dump information and then reorganize or filter it more carefully. Furthermore, structuring communication allows more people to participate more effectively, without the need to interrupt the response flow at all times to understand what is happening and the current state of response. For the post-incident flow, all the data analysis tools, in addition to the learning flows themselves that generate greater enrichment of incident data, are things that have helped us a lot to understand where our main problems are and how to attack them. . ### 46. Great product! **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul P. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 12, 2024 **What do you like best about incident.io?** I've been using incident.io for incident management at our company, and I must say, the product is simply amazing. It's user-friendly and makes incident management a breeze. What's even more impressive is the responsiveness of their support team. They've not only been prompt in addressing any issues but have also gone above and beyond to assist me. Highly recommend! **What do you dislike about incident.io?** Honestly, there's nothing I dislike about incident-io. It's been a fantastic tool for us. **What problems is incident.io solving and how is that benefiting you?** Incident.io helps us efficiently manage incidents by providing a centralized platform for communication and resolution. This streamlines our incident response process, reduces downtime, and ultimately improves our service reliability. Additionally, it allows us to track incident trends and identify areas for improvement, leading to continuous enhancements in our systems and operations. ### 47. Best Incident Management tool in the market! **Rating:** 5.0/5.0 stars **Reviewed by:** Diaguili D. | Engineering Service Manager, Enterprise (> 1000 emp.) **Reviewed Date:** September 26, 2024 **What do you like best about incident.io?** The UI is so well designed. Setting expressions for automation is so smooth. Lucy and Herbert are agreat! **What do you dislike about incident.io?** nothing that I can think of. So far so good. **What problems is incident.io solving and how is that benefiting you?** Incident management process. Quick and efficient way to handle incidents with minimal friction. ### 48. Not just for big teams! **Rating:** 4.5/5.0 stars **Reviewed by:** Jamie L. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2023 **What do you like best about incident.io?** In the past our incident process was very manual and haphazard. Incident.io has automated all the parts like creating a Slack channel, ensuring the right people are there, and nudging responders to provide timely status updates. It also provides a common interface, available to all, for updating the incident status. As a small 30-person company, I wasn't sure we needed a tool to manage an occasional process like incidents but it has been helped to make incidents a whole-company activity. For example, our marketing dept would be aware of an ongoing incident and could pause a campaign until it was resolved; and our support team is kept in the loop about resolutions. **What do you dislike about incident.io?** As, primarily, a Slack app it's somewhat limited by the Slack UI and this can lead to less-than-ideal UX. The pricing also jumps up tremendously if you need more than 2 integrations or a few workflows. I tend to find we don't use the product as much as we could because of the price jump. **What problems is incident.io solving and how is that benefiting you?** Incident.io provides a place for us to gather the right people, communicate the incident status, and reflect afterwards on lessons we can learn ### 49. 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. ### 50. 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 ## 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?qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-05-16+04%3A53%3A16+-0500&secure%5Bsession_id%5D=69384fec-3cfd-43b1-b688-993a31e671f5&secure%5Btoken%5D=5674557f7b7d82ca1d1ddc1a72084595e430a223fb37ec8efd52c1402b56f750&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 **Management** - Configuration Management - Access Control - Orchestration **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 **Functionality** - Automation - Integrations - Extensibility **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 **Processes** - Pipeline Control - Workflow Visualization - Continuous Deployment **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 (907 reviews) - [FireHydrant](https://www.g2.com/products/firehydrant-firehydrant/reviews) - 4.5/5.0 (142 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (950 reviews)