Our experience with the IIO platform, PMs, and customer service has been outstanding. Slack communication when we would like suggestions/advice or have feature requests is answered promptly and thoroughly. The employees watching our messages range in specialty and are always available to assist

UI and feature improvement delivery is constant and so impressive

The ease of implementation for us was fantastic, but what I've enjoyed is their suggestions of how to evolve our incident process. We've improved our incident process tailored to our company an incredible amount since adopting IIO. We 100% rely on and use it everyday.

Huge shout out to Eryn and Jonathan who have been there every step of the way. Review collected by and hosted on G2.com.

There hasn't been anything to dislike about our experience with this company. Review collected by and hosted on G2.com.

The Slack-native workflow is what stands out the most: private channels, timelines, and participant tracking are all created automatically, which cuts down on manual setup during a live incident when every minute matters. On top of that, the API and webhook support have made it easy to build our own automation on top of incident.io without disrupting it as the source of truth for incident state. It's also amazing to have a responsive vendor team that's willing to partner on new features and quick fixes. Review collected by and hosted on G2.com.

The main gap is around workflow automation for our company-specific tasks that surround an incident rather than the incident record itself. Things like provisioning collaboration resources, keeping responder group membership in sync as people join or leave, and calculating incident cost, so we ended up building our own middleware to cover that ground. It works well now that it's built, but it would be nice if there were more automation features out of the box. Nothing that's stopped us from relying on it as our platform of choice, just areas where we've had to build around it rather than use it as-is. Review collected by and hosted on G2.com.

For me, the best part of using incident.io is how they engage with us and listen to our feedback. They are always trying to improve the product based on our ideas and proposals, which makes me feel heard and valued. It's also super easy to use, allowing anyone to jump in without needing much instruction. Additionally, I think it's the best data management tool I've used in a while, and I can't even compare it to other products like PagerDuty or Opsgenie. The setup process was quite easy, taking less than a week to set up new integrations and migrate escalations and alerting routes. Review collected by and hosted on G2.com.

The biggest problem people point out in the company is that incident.io doesn't give the flexibility to edit the format of the Slack messages. They would like to be able to customize the messages in the way they want. I understand that standardization simplifies things for them, but this is the only area that could be improved. Review collected by and hosted on G2.com.

Easy to use, with a strong post-incident process and sensible defaults. The Slack integration provides a streamlined, intuitive workflow. The catalog also makes it easy to automate flows, and the AI agent helps me get what I need done without having to hunt for the right command.

It’s genuinely fun to use. Review collected by and hosted on G2.com.

Nothing major comes to mind. The pricing was a bit high, but it was worth every penny. Our sales rep was very flexible and worked with us to reach the price point we were targeting. Review collected by and hosted on G2.com.

We like the user interface. The options for customizing different things can be quite detailed, which is really nice. I appreciate the amount of time it saves for old manual processes and the integrations into a lot of our tools. The automations make it really easy for the team to get through incidents, automatically assigning them to the correct teams, nudging people, and using different flows. It's all in one channel, making it very clear who is in charge of what. The summary features help us a lot by automating the process at the end, which used to take a long time manually. It's very straightforward and easy to set up. Review collected by and hosted on G2.com.

We've had slight issues with the out of office hours scheduling and swapping of shifts. Nothing major, but I did see that there was some new information about that released, so maybe they've updated that already. Review collected by and hosted on G2.com.

I find incident.io much easier to manage incidents compared to our previous provider, PagerDuty. It's all organized in one Slack channel, the paging settings are smart, and it significantly reduces overhead, allowing me to focus on the incident while keeping stakeholders informed. I really appreciate their attention to detail, with little things like notifications to auto-merge alerts during busy incidents or prompts for cover after tough nights. The Slack-based incident management and the investigation bot are very cool, and it's incredibly easy to set up. I also love that whenever we talk to the incident.io team about smaller features, they quickly implement them. Review collected by and hosted on G2.com.

I sometimes wish there was even more oncall schedule management. What they have is already expansive, there's just little things I'd like to see, but every time we talk to the incident.io team about smaller features they quickly implement them, so I'm sure this answer will be out of date very shortly. Review collected by and hosted on G2.com.

I've PMed the move from Opsgenie to incident.io On-call for our company, and the support we have received from the incident.io team has been nothing less than stellar. They have gone above and beyond to address all of our questions and concerns, and been extremely responsive throughout the process. Their expertise has helped us feel comfortable that incident.io is the right tool for us with it's broad feature set and integrations with our other tools. It is the clear leader in the space from both a functionality standpoint as well as usability and embracing new functionality with AI. Review collected by and hosted on G2.com.

There are some features that could be more fully built out, but whenever we have provided feedback it has been addressed and/or responded to quickly. Review collected by and hosted on G2.com.

I love how incident.io organizes post-incident actions and follow-ups. We can create follow-up actions for every incident and link them with Jira tickets, assigning them to teams while tracking progress without manually contacting owners. Integrating Slack for alerting channels, Grafana for metrics, and GitLab for tracking code changes has been great. The collaboration with the incident.io team is helpful, as we can reach out with any questions or requests. Personally, I am very satisfied with how it helped us make huge progress in managing incidents and their follow-ups. Review collected by and hosted on G2.com.

The AI-SRE or investigations feature, as it's called now, doesn't work properly for us. We tested it in both abstract incidents and specific incidents where we knew the root cause. Even when we guided it towards specific changes that we knew caused the incident, it couldn't pinpoint them. Review collected by and hosted on G2.com.

There are a lot of things I like about incident.io.

The Catalog is one of the standout features. It's incredibly flexible and makes it easy to connect incidents to the people, services, teams, and other metadata that matter to your organisation. Once it's configured, it becomes a really powerful source of context during incidents and post incident reviews.

Their AI-powered investigations feature is also a game changer. It helps surface relevant information quickly, reduces the manual effort involved in triaging incidents, and supports faster, more informed decision-making during high-pressure situations.

The user experience is also excellent. The interface is intuitive, the workflows feel cohesive, and everything fits together naturally. The Slack integration is especially well done. People can start running incidents with very little training, which has made adoption across engineering straightforward.

Finally, the support team has been exceptional. They're responsive, knowledgeable, and genuinely care about helping their customers succeed. Every interaction has felt collaborative rather than transactional, which is something I really value. Review collected by and hosted on G2.com.

There isn't much I dislike about the product. If I had to pick something, it would be that some of the more advanced configuration and workflow features can take a bit of time to fully understand. That's partly because the platform is quite powerful, but it does mean there's a learning curve for administrators.

I'd also love to see continued investment in reporting and analytics. The current capabilities are good, but there is room for deeper insights into incident trends and operational health. Review collected by and hosted on G2.com.

The UI is easy to use and very intuitive, which makes the onboarding process simple. There are also lots of native integrations available right out of the box. Review collected by and hosted on G2.com.

Workflow configuration feels quite limited right now. I’d like to see more customizable features added, such as the ability to build a string using variables. Review collected by and hosted on G2.com.