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Gentle guidance through incident processes
What do you like best about the product?
- 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!
- 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 the product?
- 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.)
- 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 the product 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.
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Crucial piece of your incident management
What do you like best about the product?
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 the product?
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 the product 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.
Invaluable to share information of incidents in the organization
What do you like best about the product?
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.
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 the product?
There is really nothing to actually dislike about incident.io
What problems is the product solving and how is that benefiting you?
Sharing, documenting and handling incidents in a structured manner
Makes it easy to handle incidents the right way
What do you like best about the product?
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 the product?
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 the product solving and how is that benefiting you?
Improving our organizational incident response, reducing MTTA and MTTR
Not just for big teams!
What do you like best about the product?
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.
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 the product?
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.
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 the product 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
Makes handling crisis or live issues a breeze
What do you like best about the product?
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 the product?
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 the product 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
Excellent product and support team
What do you like best about the product?
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.
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 the product?
While I can pull data out for summary reporting, the in-product experience is pretty limited.
What problems is the product 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.
Great incident and catalog management platform, especially if you are a slack shop
What do you like best about the product?
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.
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 the product?
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.
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 the product 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.
Incident.io is an invaluable tool
What do you like best about the product?
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.
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 the product?
We have found the fact that once an incident is private there is no option to make it public an issue.
What problems is the product solving and how is that benefiting you?
Incident.io is helping us to make sure we manage incidents in the most efficient way possible.
A tool that helps us to get focused
What do you like best about the product?
- 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
- 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 the product?
- It looks like they're looking into this already but enhancements to the current metrics dashboard would be great!
What problems is the product solving and how is that benefiting you?
Incident.io is helping us run incident management events in a much smoother way!
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