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Hi @Zaid Darras ,
"Incidents are special types of Opsgenie Alerts indicative of a high-priority service interruption. Incidents notify the people who need to know what is happening; they also help organizations automate, manage, and track information and communications related to outages and similar problems that can impact infrastructure."
^ Taken from our Incident doc: https://support.atlassian.com/opsgenie/docs/what-is-an-incident/
Hope this helps! Let us know if you have any additional questions, issues, etc.