--- title: incident.io Reviews meta_title: 'incident.io Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 212 reviews by the users' company size, role or industry to find out how incident.io works for a business like yours. aggregate_rating: rating_value: 4.8 review_count: 212 scale: '5' date_modified: '2026-07-20' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # 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:** 212 ## About incident.io Incidents can be stressful, but they don’t have to be. incident.io helps tech-led businesses navigate incidents from declaration to post-mortem and well beyond. Built on the experience from thousands of incidents, from small bugs to SEV-1’s, incident.io eliminates anxiety, uncertainty, and chaos experienced by responders during an incident. With an elegantly-designed interface, streamlined and transparent communication channels via Slack, and powerful workflows that bring automation and flexibility to your response process, incident.io minimizes communication silos and helps eliminate manual processes. With incident.io, you can focus on improving your product’s reliability and reducing downtime. With over a dozen integrations with popular tools like PagerDuty, Jira, and Backstage, incident.io ensures seamless connectivity throughout the incident response process. Trusted by industry-leading companies, including Etsy, monday.com, and Skyscanner, incident.io empowers faster incident resolution and cultivates shared understanding of roles and responsibilities among your team members. End-to-end incident management from the first alert to the final follow-up, with On-call, incident response, and status pages in one powerful incident management platform. Leveraging powerful dashboards that provide deep insights, engineering teams can learn from past incidents and apply cumulative knowledge to build more resilient products. With an intuitive interface that can be used by everyone — from the SRE, to the CS rep, to the CEO — and a seamless user experience, incident.io meaningfully improves your incident management process so that you can spend less time responding to incidents and more time fostering customer trust. ## incident.io Pros & Cons **What users like:** - Users appreciate the **ease of use** of incident.io, which streamlines incident management and enhances overall workflow efficiency. (55 reviews) - Users value the **powerful Slack integration** for its efficiency in managing real-time incident responses and communication. (45 reviews) - Users praise the **helpful and responsive customer support** of incident.io, making their onboarding seamless and enjoyable. (41 reviews) - Users love the **seamless integrations** of incident.io, enhancing incident management and collaboration through various platforms. (29 reviews) - Users appreciate the **excellent customer satisfaction** with incident.io's seamless UX and responsive support throughout the process. (25 reviews) - Intuitive (24 reviews) - Features (20 reviews) - Easy Setup (19 reviews) - Automation (16 reviews) - Customizability (13 reviews) **What users dislike:** - Users note the **lack of robust reporting features** for enterprise needs, limiting effective analytics and customizations. (11 reviews) - Users note **integration issues** with incident.io, finding it lacks depth and requires manual steps for effectiveness. (9 reviews) - Users express frustration over **limited customization** options, particularly for notifications and reporting features in incident.io. (8 reviews) - Users express frustration over **limited features** , wishing for enhanced customization and more robust functionality in incident.io. (8 reviews) - Users note several **feature issues** with the public API and catalog creation, impacting integration and usability. (7 reviews) - Learning Curve (4 reviews) - Users find the **setup and configuration confusing** , especially regarding escalation paths and the UI's frequent changes. (3 reviews) - Template Issues (3 reviews) - Overwhelming (2 reviews) - Search Difficulty (2 reviews) ## incident.io Reviews ### 1. 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. ### 2. 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 ### 3. 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. ### 4. 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. ### 5. 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. ### 6. 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 ### 7. 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. ### 8. 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. ### 9. 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. ### 10. 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 ### 11. 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. ### 12. 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. ### 13. 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 ### 14. 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. ### 15. 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. ### 16. 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. ### 17. 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 ### 18. 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. ### 19. 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. ### 20. 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. ### 21. 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. ### 22. 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! ### 23. 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. ### 24. 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. ### 25. 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. ### 26. 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. ### 27. 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. ### 28. 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. . ### 29. 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. ### 30. 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. ### 31. 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 ### 32. 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. ### 33. 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 ### 34. Incident has revitalized how we handle customer issues **Rating:** 5.0/5.0 stars **Reviewed by:** Tony R. | Customer and Product Operations Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2023 **What do you like best about incident.io?** Incident continues to add new functionality with the feedback from their customers to make the tool even more optimized for their incident management. The ability to integrate across all of our core tools has been amazing for us. We've gone from a program that leveraged mostly Slack to track and get issues prioritized to a program that can report on how our individual teams are doing, prioritize effectively and most importantly, create unique workflows to involve the right individuals at the right time on incidents. Their customer support is unparalleled as well; they've been extremely responsive and open to ideas that we have, issues we've run into, etc. It's super easy to implement, and as a result, has become a tool that we use several times a day as a team. Highly recommended! **What do you dislike about incident.io?** N/A, for the product gaps there may be, the team is always quick to address them or provide workarounds. **What problems is incident.io solving and how is that benefiting you?** - Consolidation of workflows - Streamlined reporting for teams - Ability to loop in various stakeholders - Driving accountability across our org ### 35. Indispensable **Rating:** 5.0/5.0 stars **Reviewed by:** Roberta R. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 15, 2023 **What do you like best about incident.io?** It's easy to set up and even easier to run incidents on it. We use it for all our incidents, for our platform and for Security, for which we use the Private function so it's not broadcasted. We can send emails to our customers, we have specific roles and services. We are also always in contact with their customer support, and we have a dedicated service manager who is always ready to jump into our requests. We have recently integrated our Jira and Confluence ant it was a breeze. It's a tool that we use almost every day and we couldn't be happier about it! **What do you dislike about incident.io?** Although they are very attentive to all the requests we sometimes ask for changes that will not be implemented. We would like a little more help from this point of view. **What problems is incident.io solving and how is that benefiting you?** It has made running incident very easy. We all enjoy using the tool, and it extremely easy to set up. The integration with Jira has cut over 30 mins per incident from our admin chores. ### 36. A tool that works with you - instead of forcing you to change the way you work. **Rating:** 4.5/5.0 stars **Reviewed by:** Craig C. | Principal Engineer and Tech Lead at Tessian, Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2023 **What do you like best about incident.io?** There are two important things that incident.io "just got right" for my company. * The tool aligns itself with your current incident management process - instead of forcing you to align your process with a tool. We already had a (very manual) incident management process and we were suffering from a lack of adherence to the process. With incident.io, we were able to configure it to guide our Responders to the process without them needing to memorize a bunch of proceedures. The tool simply knows when something should occur and either automates that (when possible) or provides guidance to the Responder on what needs to be done. * It upped our game where it comes to our processes and reporting. Because incident.io has many clients and many customers - just poking around in it will guide the admin to industry best practices and helps encourage streamlining or optimizing the useage of the tool to reduce mental load duing an incident. Couple that with an excellent support model. Lucy Jennings - our account rep is amazing at helping us understand where we deviate from other customers and she takes the time to understand why we deviate ourselves. Sometimes the outcome is we figure out we should align with others. Other times it's a product request to expand the capabilities of incident.io. Whilst I would love to think we have the best account rep incident.io has to offer... judging from what I see on LinkedIn I think whomever is assigned to your company will be equally top notch (but you're still amazing, Lucy!). **What do you dislike about incident.io?** They are aware and working on feature sets for this, but the post-mortem export to Confluence is a bit limiting. The main limitation is that it doesn't allow you to re-export a post-mortem documentation with new data. We like to fill in the post-mortem documentation with the discussion meeting and this means now that we export, edit the export, and those edits can't make their way back to incident.io. We would prefer a system where the post-mortem could be run from within incident.io and then the export becomes more of a long term archive than anything else. **What problems is incident.io solving and how is that benefiting you?** * Ensuring that our incident management process is adhered to without creating cognitive load on Responders or manual auditing. * Insights into our incidents that wasn't possible when it was just a collection of wiki pages. ### 37. Incident.io makes incident management so much less painful **Rating:** 5.0/5.0 stars **Reviewed by:** Leonard B. | Computer Networking, Enterprise (> 1000 emp.) **Reviewed Date:** November 02, 2023 **What do you like best about incident.io?** I like best about incident.io that it augments your processes with all the steps that just make sense during incident handling. Be it automatically creating Incident Analysis Documentation, scheduling follow-ups or simply making sure that everyone can contribute in some way. At the same time it's flexible enough to account for different processes and organisational setups that work even for larger, globally distributed organisations with very specific requirements. Last but not least, the customer support has been nothing but amazing. Feedback is immediatly heard and reacted to, and bugs were fixed in a matter of days max. Whole new features we asked for were delivered in an astonishingly short amount of time. **What do you dislike about incident.io?** Mobile Browser experience could be improved or maybe even a native mobile app being created. **What problems is incident.io solving and how is that benefiting you?** Incident.io comes into play when things are going south, and it helps us get back on track as quickly and as smoothly as possible. Thanks to this tool, we can now foster a culture of ownership and responsibility much easier. ### 38. Helps our dev-ops team to focus on the important things **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 24, 2024 **What do you like best about incident.io?** We can utilise all the best pratices that this is built around. Amazing onboarding experience, really good catalog editor and integration options. We got all our questions answered by support really fast, and during the implementation consultancy we solved all our usecases. **What do you dislike about incident.io?** Nothing, until now everything is smooth. **What problems is incident.io solving and how is that benefiting you?** Team members can focus on their job and every stakeholder can get the information that they are looking for without any extra effort. ### 39. Where Slack and incidents collide! **Rating:** 5.0/5.0 stars **Reviewed by:** Mark K. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2023 **What do you like best about incident.io?** Incident.io has become an indispensable asset in our organizational toolkit, seamlessly integrating into our workflow and daily operations on Slack. The Incident.io team is committed to continuous improvement, which distinguishes it as a standout solution in the realm of incident management. The regular updates and responsiveness to user feedback, underscore a commendable dedication to refining the user experience. A recent enhancement introduced a "suggested summary" feature for incident summaries, using AI to remove the pain of crafting the perfect summary. **What do you dislike about incident.io?** There is little to dislike about the design and delivery of this platform. However, I'd like to see some more customizations for reporting that fit the needs of our business. Currently, the reporting is still quite static and has limited customization capabilities. **What problems is incident.io solving and how is that benefiting you?** Incident Management Public status page Keeping stakeholders informed Creating Post-mortems ### 40. Incident.io has greatly improved our workflows **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2024 **What do you like best about incident.io?** The End to End Incident Management process and integrating with our blameness post-mortems. The AI summaries of incidents in Slack is very useful too and startlingly accurate. **What do you dislike about incident.io?** For me personally, it took a little while to totally grok incident.io but now that I've used it more I am encouraging even greater use. **What problems is incident.io solving and how is that benefiting you?** Workflow; integrating with JIRA (for actions/followins); automated timeline (for post-mortems); historical look back of incidents; centalizing conversations in Slack and creating awareness. ### 41. Makes the coordination in incidents easy **Rating:** 5.0/5.0 stars **Reviewed by:** Piero M. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2023 **What do you like best about incident.io?** I enjoy how incident.io takes care of all those things that are easy to forget when an incident happens. Actions, follow-ups and the whole incident management machine's complexity is hidden behind intuitive slack commands. Coordination is also something I enjoy as it makes it easier to discuss issues in a self-contained place where one can go back to check what happened and when. I also love how the team is super open and responsive to feedback and ideas. **What do you dislike about incident.io?** Not sure about this, so far I've been a very happy user! **What problems is incident.io solving and how is that benefiting you?** We use Incident to manage incidents but also to coordinate bigger projects where it's easier to lose track of parallel work happening. Having a dedicated space, with tools that support this kind of collaboration, integrated with our tooling is incredibly useful and productive. ### 42. Super App: No Stress during an Incident **Rating:** 5.0/5.0 stars **Reviewed by:** Jeremiah I. | Business Operations Manager, Consulting, Mid-Market (51-1000 emp.) **Reviewed Date:** January 05, 2024 **What do you like best about incident.io?** Incident.io is a super app that you can easily set up, use and integrate with other 3rd party applications to ensure relevant stakeholders are notified to resolve any unplanned activity. At no time will you need customer support, but at the same time they are always available to assist. Not to forget the features available i.e. classifying incidents per severity, incident lead, brief description space ensuring efficient incident management and readiness anytime **What do you dislike about incident.io?** The fact that it has not yet inculcated any AI feature to help in summarizing and preparing the incident, learnings and post-incident activities. **What problems is incident.io solving and how is that benefiting you?** The incident.io app enabled the organization to stay ready at any time to manage, support and resolve customers whenever an incident occurred. Further, we were able to perform retrospective reports and tweak rules and incident policy to match business and stakeholder needs. **Official Response from Chris Evans:** > Hey Jeremiah! Thanks so much for the kind words. You'll be pleased to hear, we've released a suite of AI features, including summarizing incidents, suggesting follow-up actions, and finding similar incidents. ### 43. Easy to use tool that meets your team in Slack instead of adding another tool **Rating:** 5.0/5.0 stars **Reviewed by:** Charlie M. | Head of Cyber Security and DevOps, Small-Business (50 or fewer emp.) **Reviewed Date:** December 26, 2023 **What do you like best about incident.io?** We kept trying to implement Incident Response processes but couldn't get people to leave Slack to use a new tool. Incident.io lets us build a dynamic and powerful IR process in Slack which out team is already familiar with. **What do you dislike about incident.io?** Their intro plan can be a little limited with only a few integrations and automations available by default. **What problems is incident.io solving and how is that benefiting you?** Helps everyone in the company including non-techincal folks to report incidents and remain aware of what's going on. In a small startup keeping track of the little fires can be immesely helpful and this helps keep discussions for each incident organized with easy to use postmortem tools. ### 44. Gentle guidance through incident processes **Rating:** 4.5/5.0 stars **Reviewed by:** Fina M. | Mid-Market (51-1000 emp.) **Reviewed Date:** December 04, 2023 **What do you like best about incident.io?** - Automating actions we were doing manually (creating the slack channel, adding bookmarks and buttons, list of things to do in the learning flow etc.) - Gentle nudges towards the right path, which can be quite easily customized to fit our needs. - The way of sharing updates - if you're not part of the incident, you can just check the main announcement and thread with individual updates to know what's going on, no need to read through the whole incident channel. - You don't have to leave slack to run the incident. The commands are straightforward and quite intuitive, but you can also use buttons to navigate it. - The AI assistance with updating summary is splendid, I'm looking forward to more customization options there and also when generating postmortems. - Having a shared slack channel with incident.io where release notes are posted and we where we can raise questions and bug reports. Great customer support! **What do you dislike about incident.io?** - Encountering minor bugs quite frequently. It is expected when moving fast that some things will break and mostly it is just annoying stuff like formatting. - When followups are exported to jira, they can't have an assignee -As opposed to having an option to merge incidents, sometimes it could be helpful to split one incident into two (you discover multiple separate issues, but already have information in the channel). Not exactly a dislike of incident.io, but rather wishful thinking to have some way of splitting these complex scenarios into smaller parts that can be addressed separately. Perhaps some kind of grouping functionality for actions and followups? - I would like more options to nudge the users that they should complete some manual step (mark action as completed, send a notfication when the learning flow is not moving forward for a few days etc.) **What problems is incident.io solving and how is that benefiting you?** Guiding people through the incident lifecycle, making sure that internal and external updates are shared in a timely fashion and we actually identify ways how to learn from the incidents. ### 45. Amazing tool **Rating:** 5.0/5.0 stars **Reviewed by:** José Lucas R. | Enterprise (> 1000 emp.) **Reviewed Date:** April 03, 2024 **What do you like best about incident.io?** Incidents.io is an amazing tool to manage incidents, also, their support is top tier, they've helped us in all of our needs promptly. **What do you dislike about incident.io?** I believe that having more customization options in their features would be a great add-on, some options feel a bit restricted. **What problems is incident.io solving and how is that benefiting you?** We're using it as an incident managment tool ### 46. Great tooling, but the team is even better **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 23, 2024 **What do you like best about incident.io?** - Love their support model and fast responses, but even more so, how quickly they ship fixes - Discoverable and useful across many different teams; it's been so easy to adopt - Reliable product & team; exactly what you'd want from an incident management tool - Integration between features has been great, from statuspage to on-call to incident **What do you dislike about incident.io?** - The tooling can be opinionated, and if your processes or best practices are outdated, there might be more friction for you **What problems is incident.io solving and how is that benefiting you?** Incident response time, data analysis over time, and better follow through on individual incidents has much improved for us. ### 47. So much time saved on incident timelines and write ups **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2023 **What do you like best about incident.io?** - Less time spent putting together an accurate timeline of an incident. It's so easy to pin important messages and updates and automatically it creates the timeline for you - Actions and follow up assignments are easy to use and it's easy to tag and escalate to people. - Spend more time in post mortems looking at problem solving and long term improvements instead of worrying about paperwork - Insights over time provide useful info on trends. - Works well with PagerDuty integration and our escalation paths **What do you dislike about incident.io?** - Follow ups can't easily be linked to shortcut with custom tags after post mortems but I know they are listening to our feature requests - Post mortems need to get updated after the meetings manuall once they are exported to a wiki. It would be great to be able to edit them - Need to be able to have more customisable graphs and views created for reporting on insights and specific fields that are not currently available in the insights view. **What problems is incident.io solving and how is that benefiting you?** Reducing time taken spent on process and written documentation from incident management, making it easy for any individuals involved with an incident to follow our processes and send reminders for things like setting communicators and regular updates. ### 48. Easy to use (security) incident handling via Slack **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 24, 2024 **What do you like best about incident.io?** incident.io is a good tool for also for handling security incidents. Separate incident types and good customisation options cover most of our needs. Security features, like private incidents, or restricting incident creation are also pretty helpful. On-boarding, handling of feature requests, and general customer support was the best I experienced so far. **What do you dislike about incident.io?** incident.io's API and terraform provider do not cover all of its capabilities currently. **What problems is incident.io solving and how is that benefiting you?** Support security incident handling via Slack. Having the same tools for security and other incidents at the company makes it easy to include people in any incident. ### 49. Quick and easy incident management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2023 **What do you like best about incident.io?** As I'm not an engineer, it makes it incredibly easy for me to 1) understand the thought process behind our product development team's actions, 2) keep up to date with the context of an incident, 3) understand who's involved and in what capacity This, in turn, makes it a wonderful medium for me to drip-feed only the necessary details and information to my team, so they can be aware in case there's anything worth proactively flagging to our customers. There's also extra points (and this is arguably the most important benefit) that I've never had any training on incident.io by anyone, and I don't even need it! The tool is intuitive, user-friendly, and incredibly easy to navigate (even when you just pop in the tool now and then, and wouldn't have the time to "click around" to get familiar with it). Great design! **What do you dislike about incident.io?** Haven't come across something I dislike so far! **What problems is incident.io solving and how is that benefiting you?** Helps bring teams together and quickly respond to incidents. It's also easy to keep up to date with the latest actions, and who is responsible for what. ### 50. Amazing Customer Support experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2023 **What do you like best about incident.io?** Their Customer Support team has set a high standard for excellence in customer service. Their professionalism, expertise, and commitment to customer success make them a trustworthy partner. I was impressed by their attention to detail and ability to communicate complex concepts clearly and concisely. They kept me informed throughout the process, ensuring that my issues were addressed promptly and satisfactorily. **What do you dislike about incident.io?** The integration with Zendesk is excellent, but agents must manually pick from the list to attach the tickets to the correct incident, which can lead to human error and miss classification. Is there any AI feature on the roadmap? **What problems is incident.io solving and how is that benefiting you?** Incident.io provides a centralized platform to manage, track and document incidents for us. It improves our communication and collaboration. We can easily connect and stay in the loop with our team members during incident response on Slack. Real-time updates, task assignments, and status tracking keep everyone on the same page. It's like having a virtual war room where we can tackle incidents together. One thing that's really made a difference is the increased accountability and transparency. With incident.io, we can track actions, assign responsibilities, and keep everyone in the loop. ## incident.io Discussions - [What do you like most about incident.io for incident management, and what could be improved?](https://www.g2.com/discussions/what-do-you-like-most-about-incident-io-for-incident-management-and-what-could-be-improved) - 1 comment - [What is incident.io used for?](https://www.g2.com/discussions/what-is-incident-io-used-for) - 1 comment - [View incident.io pricing details and edition comparison](https://www.g2.com/products/incident-io/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-20+15%3A30%3A14+-0500&secure%5Bsession_id%5D=4decfbdd-ddf8-4d04-8207-06e97bed0dbe&secure%5Btoken%5D=feb71b376ae03e0f5783986c6d4269b9d30a44e2265b11e0cd883b8f73bed1d7&format=llm_user) ## incident.io Integrations - [Backstage](https://www.g2.com/products/backstage/reviews) - [Confluence](https://www.g2.com/products/confluence/reviews) - [Datadog](https://www.g2.com/products/datadog/reviews) - [GitHub](https://www.g2.com/products/github/reviews) - [GitLab](https://www.g2.com/products/gitlab/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [Grafana Labs](https://www.g2.com/products/grafana-labs/reviews) - [IBM Terraform (formerly HashiCorp Terraform)](https://www.g2.com/products/ibm-terraform-formerly-hashicorp-terraform/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Linear](https://www.g2.com/products/linear/reviews) - [Personio](https://www.g2.com/products/personio/reviews) - [Prometheus](https://www.g2.com/products/prometheus/reviews) - [SE Ranking](https://www.g2.com/products/se-ranking/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Splunk On-Call](https://www.g2.com/products/splunk-on-call/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zoom Workplace](https://www.g2.com/products/zoom-workplace/reviews) ## incident.io Features **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Generative AI** - AI Text Generation **Reliability Objectives & Service Operations - AI SRE Tools** - Intelligent On-Call Workflows - Error Budget Tracking - SLI & SLO Management - Service Health Modeling & Reporting **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Agentic AI - IT Alerting** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **AI Detection & Signal Quality - AI SRE Tools** - Cross-Telemetry Correlation - Change-Aware Detection - Adaptive Anomaly Detection - Alert Correlation & Noise Reduction **Generative AI** - AI Text Generation - AI Text Summarization **Investigation & Root Cause Analysis - AI SRE Tools** - Guided Incident Investigation - Live Debugging in Production - AI Root Cause Analysis - Runtime-Verified Root Cause Analysis **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Automation & Platform Controls - AI SRE Tools** - Automated Runbook & Workflow Execution - Human-in-the-Loop Remediation - Integration, APIs & Secure Access Controls - AI-Assisted Code Fix Generation ## Top incident.io Alternatives - [PagerDuty](https://www.g2.com/products/pagerduty/reviews) - 4.5/5.0 (945 reviews) - [FireHydrant](https://www.g2.com/products/firehydrant-firehydrant/reviews) - 4.5/5.0 (142 reviews) - [Rootly](https://www.g2.com/products/rootly/reviews) - 4.8/5.0 (73 reviews)