incident.io

My main use case for incident.io  is pushing all the alerts from our observability about critical issues and alerting the main people in the company to let them know about the incident, for example, to myself, the CTO, and the Head of R and D. For example, if a host is down, we are pushing alerts and we're getting SMS and phone calls immediately. This is an easy solution for us.

Now that everything is working, I may add some more alerts in the future, and if I see that it's working properly, I may add some less important alerts.

The best features incident.io  offers for me are that it combines SMS, phone calls, and a platform that opens a Slack channel for me, allowing for follow-up and everything inside it. It's very useful to handle incidents.

I find the integration with Slack and the follow-up features to be very helpful because it focuses me in one Slack channel with all the team members that need to be in it, and if I need, I'm adding more members until we figure this out. It's very useful.

Incident.io has positively impacted my organization because every time we have something critical, we respond in a very short time. This is very useful for us and speeds up our support, leading to fewer customers experiencing critical issues in a short time.

I can estimate that our response time has become much faster since using incident.io; before, we got alerts in Slack, and if we were in front of the computer, we would reach out in about ten minutes to half an hour. Currently, when we get the phone call, we are closing the incident in less than ten minutes.

Incident.io can be improved with more integrations with leading observability tools; for example, Groundcover is now leading in observability from my side. I'm the only single DevOps in the world, so if I want to lead my company to use incident.io, it needs to be more friendly and easier to set up, with more integrations with Groundcover that would make it easy for me to integrate. Maybe more guides, something very short and easy to make a simple alert, and a more user-friendly UI, which could be less complicated. I know that incident.io is built for large companies with many teams and many shifts, many kinds of alerts, and many sections, but for a small company starting to use it, such as mine with only one person handling all the issues, we need something more manageable.

I have been using incident.io for approximately three to four months.

I set up the alerting process with incident.io by following some YouTube channels and some documentation until everything worked for the teams, but the separation of schedule—who is working and who is on shift—wasn't working as well because we are twenty-four-seven and don't have shifts. That was somewhat complicated, and we still are in the free version, so I wasn't sure if something is limited or if it's just a lack of information from my side.

I shared what I felt needed improvement. I would rate this review an eight out of ten.

Public Cloud

Amazon Web Services  (AWS )

What do you like best about the product?

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

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

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

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

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

What do you dislike about the product?

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

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

What problems is the product solving and how is that benefiting you?

incident.io gives us a consistent, low friction way to manage incidents from start to finish. It standardises how incidents are declared, coordinated, communicated, and reviewed, while integrating with the tools our engineers already use.

The Slack integration makes adoption easy, and the Catalog provides valuable context by linking incidents to the right services, teams, and ownership information. As a result, we spend less time managing the incident process and more time resolving customer issues.

What do you like best about the product?

We really like the ability to customize our catalog, settings and workflows to completely meet our organization's needs. While other similar products tend to focus on simple, out of the box solutions, incident.io really allows users more control to curate the set-up to meet their needs

What do you dislike about the product?

The customer support is great, but feature requests—especially for things we already had with our previous provider (OpsGenie)—move quite slowly, since they seem more focused on ramping up their AI features

What problems is the product solving and how is that benefiting you?

incident.io is very focused on how to make incidents more meaningful to the business through visibility and insights. This has been really impactful for both technical and non-technical users to consolidate onto one platform

What do you like best about the product?

I like the simplicity of incident.io as it makes the platform easy to understand and use, which helps with adoption across teams. I appreciate how it is powered by Slack because we are primarily a Slack workspace, making it easy to declare incidents, coordinate responders, and communicate updates. The AI capabilities, particularly with the feature Scribe, are also a standout for me. These features are especially helpful in reducing the manual effort involved in documenting and summarizing incidents, saving time and ensuring we don't miss any details. I also find the post-incident flow very effective for debriefs and post-mortems.

What do you dislike about the product?

During the Debrief, Scribe joining the channel manually instead of automatically could be improved. We want the same experience as when an incident is declared and Scribe automatically joins. It takes extra steps to get Scribe in the debrief calls, and we would like the same seamless experience if possible.

What problems is the product solving and how is that benefiting you?

Incident.io solves our on-call gap coverages and centralizes incident management. It simplifies team adoption, integrates with Slack for easy incident coordination, and AI reduces documentation efforts, ensuring nothing is missed.

What do you like best about the product?

I find incident.io really valuable for streamlining our processes using a single tool. I like that it has app functionality for easier viewing and portability. The awesome integrations with Microsoft Teams and other tools like Jira and Confluence help streamline our operations. What I like most is their UX, which makes the app easy to view and simplifies processes. The initial setup experience was seamless, and the team was super helpful with our tight timelines.

What do you dislike about the product?

There are some key integrations with Microsoft Teams to make it on par with Slack; however, the team is actively progressing through this and always provides timely updates.

What problems is the product solving and how is that benefiting you?

I use incident.io for incident management and alerting. It streamlines our processes using a single tool, offers app functionality for easier viewing and portability, and integrates well with Microsoft Teams.