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Good incident management is about good communications. Sharing updates regularly to keep your customers. incident.io gives you two main ways to keep customers informed during incidents.

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Status pages

Status pages let your customers see what’s going on and subscribe to updates. You can create public pages for all customers, customer-specific pages for key accounts, or use workflows to automatically publish incidents or nudge your team to update the page when conditions are met. If you’re already using Atlassian Statuspage, you can connect it to incident.io and update it directly from your incident channel with /incident statuspage. For full details, see the status pages documentation.

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Targeted updates via incident.io workflows

For more control over who gets notified and when, workflows let you send targeted customer communications based on conditions. For example:
  • Send a customized message (email, SMS, Slack message etc.) to a specific customer when an incident affecting them is declared, updated or closed
  • Send an email to all your customers when an incident’s severity crosses a certain threshold
  • Send an incident update to a Slack Connect channel with your customer
  • …
Building a Workflow is very simple! Let’s use the first case above as an example
  1. Pick the communication trigger
Do you want the customer communication (email, Slack message etc.) to be sent when:
  • An incident is created, or its details (severity, status etc.) are updated; or
  • When a teammate shares a status update message?
Note: you can of course use the other 2 triggers, though those tend to be for more internal uses. In this example, we’ll pick ’ When an incident is created or changed ’, as we want to inform our customer when someone creates an incident affecting them.
  1. Select some conditions that need to be met for the comms to go out
For example, you might want customers to only be informed of Critical incidents. Or you might have a custom field that tracks affected customers, systems or customer journeys - so you can pick a condition that fires comms only when specific values of those fields are met. For our example, we’ll use our custom field ’ Customer ’ to alert our customer Globex Corporation that an incident affected them has arisen. We’ll also add an extra condition to only update them if the incident is Major or Critical, so we don’t make them hit the panic button for small issues.
  1. Add your communication channel and personalise your message
You can now add the communication channel (or channels - you can add multiple Steps!) you’d like to use for your customer communication, and use our editor to customize your message with the right information. For this example, we’ll choose to send an email to our example client. We’ll use handy variables to automatically fill out the right Affected Component and Incident Lead values
  1. Hit Create and you’re all set
Check out the end result for our example! If you need any help setting those up or are looking for triggers, conditions or steps you can’t see, get in touch !