Overview

Incident.io is a comprehensive incident management tool that simplifies and automates incident response workflows. The Thena <> incident.io integration automates incident creation on incident.io, providing rapid and efficient management suitable for various roles within an organization, such as:

• Customer Support Agents: When customers escalate issues, Thena automatically creates an incident in incident.io, allowing support agents to swiftly address and resolve critical customer issues.

How does it work?

The integration between incident.io and Thena facilitates a workflow where requests that need escalation or are determined to be urgent are automatically converted into incidents in incident.io:

• A customer reaches out to the vendor (you) in Slack.
• Incidents are automatically raised in incident.io under two specific scenarios:
  • Escalation from a customer (Thena Escalations)
  • All requests created on Thena (Thena Requests)
• These scenarios are configurable during the incident.io setup on the Thena app.
• A new Slack channel is created every time a new incident is created on incident.io. The channel details are available and can be accessed via incident.io dashboard.

Get started

1. Generate an API token in incident.io.
2. Setup the incident.io credentials in the Thena Web App.

Generate an API token in incident.io

Generate a new API token by following the steps in the incident.io documentation here. It is recommended to generate a new token rather than using an existing one to avoid potential issues if the token is later revoked.

Setup the incident.io credentials on the Thena web app

Navigate to The Thena Web App, and click on 'Add Integration' under incident.io. You should see a modal (illustrated below):

• Click on Connect on the top right of the modal.

• Enter the API Key generated in incident.io and click 'Continue'.

• Configure your preferences for creating incidents in incident.io.

Incident details

1. Thena uploads the following details to incident.io when an incident is created on all requests.

2. Thena uploads the following details to incident.io when an incident is created via manual escalation.

FAQs

What is the purpose of integrating Thena with incident.io?

Our integration with incident.io enhances incident management by automatically creating new incidents on incident.io from Thena requests, streamlining response processes and boosting efficiency.

Can users customize the incident creation process from our platform to incident.io?

Yes, users can configure only certain Thena requests to be reflected on incident.io incidents, allowing for tailored incident management workflows.

Is there a way to track and manage incidents created from Thena in incident.io?

Users can directly track and manage incidents on the incident.io dashboard, where all incidents created through our integration are visible and manageable.

Does editing an incident in incident.io affect the request created on Thena?

The Thena <> incident.io integration is unidirectional. Incidents created in incident.io are based on the configured settings in Thena, reflecting the details of the related request on Thena.

What measures are in place to ensure the security of data shared between our platform and incident.io?

We adhere to rigorous data security protocols, ensuring that all data transferred between Thena and incident.io is encrypted and secure.