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Acknowledging Incidents

Let your team know who’s taking point by acknowledging an incident.

When an incident is declared, the first step in taking ownership is to acknowledge it. This signals that someone is actively looking into the issue and prevents duplicated effort or confusion.

What It Means

Acknowledging an incident:

  • Marks the incident as claimed by a specific user
  • Lets others know the incident is being actively worked on
  • Triggers notifications (if configured)
  • Is recorded in the incident timeline for visibility

It doesn’t necessarily mean the person is the permanent lead—just that they’re responding in the moment.

How to Acknowledge

You can acknowledge an incident in multiple ways:

  1. Open the incident
  2. Click the Acknowledge button at the top
  3. Your name will appear under “Acknowledged by” with a timestamp

![Placeholder: Acknowledge Button Screenshot]

Who Can Acknowledge?

Any user with access to the project can acknowledge an incident.
There are no role restrictions—anyone who sees the incident and is ready to respond can step in.

Notifications

If your project has incident-based notifications configured, acknowledgment can trigger alerts such as:

  • Notify the broader team that the incident is being handled
  • Prevent duplicate pings from going out
  • Route the incident to a different escalation path

Notifications are customizable per project.

Summary

  • Acknowledging shows that someone is actively working on the incident
  • It improves clarity, reduces redundant effort, and triggers updates
  • Any project user can acknowledge
  • Acknowledgments are visible in both list and detail views

Learn more