External Communication

External Communication

Good incident response is about good communication — both internally, and externally.

We integrate with Statuspage to make it easy to keep your customers in the loop with what's going on. You can create, update and resolve Statuspage incidents from within incident channels.

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Want to know how to get Statuspage installed on your account? Head over here — it takes 2 minutes.

Creating a Statuspage incident

To start updating the Statuspage, use /incident statuspage or /incident sp to bring up a form.

This form collects information about the incident so far, so that we can create it in Statuspage for you. The name of each section of the form corresponds to the name that Statuspage uses, if you were using their product directly.

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Use the Affected components selector to indicate which parts of your application or service are affected, and to what state.

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When you're ready, hit Update. We'll go and create an incident in Statuspage for you, and associate with the incident.io incident. We'll display it in the #incidents channel (or whatever you have set it to), on the incident homepage, and in your timeline.

Linking it to an existing Statuspage incident

In some cases, you might have already updated the Statuspage manually but now want to manage it with incident.io. We support linking existing, live Statuspage incidents.

Select the incident of choice to link it to the incident.io incident, or select 'Create a new incident' to create a new Statuspage incident.

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If you link an incident, we'll pre-fill the form with all of the information from the incident, so you don't have to go copying and pasting.

Sending updates and changing states

You can provide an update to the Statuspage at any time. Type /incident statuspage to see when things were last updated, and bring up the modal to provide an update.

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The form will be pre-filled with all of the data from your Statuspage. You can provide a text update by writing in the Message section. Additionally, you can change the Status, or Affected components as part of your update. Hit Update, and we'll send it off for you.

Resolving the incident

When things are looking a little better, you can resolve the incident. To do so, mark the Status as 'Resolved'. We'll resolve it in Statuspage, and highlight it on your timeline.

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When incidents are resolved in Statuspage, you can't go back to Identified, or Monitoring. If you want to 'reverse states', you can do so, but you'll need to create a new Statuspage incident via /incident statuspage.

Future improvements

Statuspage will send notifications to customers that have subscribed

With our current integration, we will always send notifications to customers that have subscribed to your Statuspage.

In future, we'll make this a configurable setting per update, so you can choose whether you want to proactively notify customers or not.

We don't support templates, but we will soon

Statuspage has a great feature inbuilt that allows you to pre-fill the impact, update text, and affected components. This makes it less stressful when figuring out what to write.

We don't currently support this, but we hope to have it out in a couple of weeks.