incident.io Reviews & Product Details

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. Review collected by and hosted on G2.com.

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? Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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.) Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Nothing to dislike, but i am waiting for the integration with outlook so that I can schedule the post mortem meeting Review collected by and hosted on G2.com.

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! Review collected by and hosted on G2.com.

Very little to dislike! Perhaps a clearer view of roadmap and upcoming changes and features would be nice? Review collected by and hosted on G2.com.

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 🚀 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.