I was a PD customer for about the same length of time at my last job, but I do recall a couple of 'innovations'. Incident timelines and incident tracking were pushed reasonably hard, and not at all anything I cared about.

Here's what I'm looking for as a user:

- primary / secondary escalations pulled from a single roster without overlaps - add / remove people from roster without fucking up who's on call next

But it's pretty obvious they're more focused on listening to fence-sitters than paying customers. Which may be a viable strategy, considering their new valuation.