A ticket for tracking the incident (with posts to graphs, alerts, other tickets and so on - what you use slack for) + conference bridge for live discussion focu

A ticket for tracking the incident (with posts to graphs, alerts, other tickets and so on - what you use slack for) + conference bridge for live discussion focused on restoring availability is what I personally like. As long as you keep it technical and kick the salespeople out of it, the conference call is very useful tool to keep people focused on mitigating the problem ASAP instead of spending time looking for the root cause (ex: restarting the application/reverting the bad commit instead of fixing a bug, creating a new build and pushing it through). If the issue is not killing the company you can chat about it, sure, feel free to use the tool you feel most comfortable with. If we are in a "the site is down" situation though chatting is too slow (and I always promise the SWEs I will insta-revert their last deployment when that happens until I find a good one, though I rarely do so), and talking keeps your hands free.