Incident.io support

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Connect, reconnect, and troubleshoot Incident.io without sharing credentials or customer content through support channels.

1. Before you start

  • Choose the incident and private-incident population Seedling should read.
  • Create an API key with the smallest applicable account-level or team-scoped View permissions.
  • Do not grant private-incident access unless those records are deliberately approved for this workspace.
  • Do not send Incident.io credentials, customer content, personal information, or private record data by email or through an ordinary support ticket.
Incident.io API keysIncident.io's API-key administration guidance.

2. Connect Incident.io

  1. In Seedling, open Connections and choose Incident.io.
  2. Connect from workspace scope as a current Seedling workspace administrator.
  3. Enter the API key and optional account label; Seedling always calls the Incident.io API.
  4. Seedling verifies the account and released read endpoints, including private-incident access only when deliberately granted.
  5. Allow the first Incident.io synchronization to finish, then verify the expected resource population and member access policy.

3. Authorization and connection problems

Incident.io API key rejected
Confirm the incident.io api key is active, was entered without surrounding whitespace, and belongs to the intended Incident.io account and environment.
Missing permission or resource
Restore the exact read permission or provider-side resource access described in this guide. Seedling does not substitute a broader credential or silently treat a forbidden Incident.io population as empty.
Wrong account or scope
Disconnect before retrying with the intended Incident.io identity, account, and Seedling connection scope. Seedling does not infer account ownership from a display name or email address.

4. Missing or delayed data

  1. Confirm the API key's team and private-incident permissions cover the affected incident.
  2. Check incident status, privacy, archive, and organization configuration changes.
  3. Treat webhook delivery only as a freshness hint; verify the latest API synchronization completed.
  4. Allow incremental synchronization and provider retry handling to complete. A temporary provider failure does not delete previously synchronized data.
  5. If the issue remains, contact support@tryseedling.ai with the Seedling workspace, safe timestamps, and non-sensitive provider record identifiers. Do not include credentials or record contents.

5. Rotate or replace access

Never use email or an ordinary support ticket to transfer the old or replacement credential.

  1. Create replacement incident.io api key for the same Incident.io account with the same or narrower released permissions.
  2. Replace the credential on the exact Seedling connection and repeat identity, scope, and capability verification.
  3. After Seedling confirms the replacement, revoke the old incident.io api key in Incident.io.