We used jira for live incident handling back in 2015 at a young company. It was horrendous. Multiple people would add roughly the same update at the same time. It wasn't until they refreshed jira that they'd see the duplicates. This led people to constantly refresh jira both before and after adding a comment. I still remember two people adding the same comment, refreshing together and both deleting their own comments after refreshing and seeing the duplicate. (Found this out after the incident during one of those "what could have gone better?" conversations). We switched very quickly to using Google Docs for documenting the live incident and simply attached that doc to the jira ticket at the end. It sucked badly and made a lot of people hate jira.
As soon as Slack became a thing at our company we immediately switched to using it for realtime incident updates, because Google Docs was unsuitable for a bunch of other reasons. And we wrote some automation around creating a jira ticket, creating a slack channel using the ticket name, and updating the jira ticket with a link to the ongoing incident). At the end of an incident when the jira ticket got moved to "resolved" the slack channel would get archived. Extremely simple and effective.
As soon as Slack became a thing at our company we immediately switched to using it for realtime incident updates, because Google Docs was unsuitable for a bunch of other reasons. And we wrote some automation around creating a jira ticket, creating a slack channel using the ticket name, and updating the jira ticket with a link to the ongoing incident). At the end of an incident when the jira ticket got moved to "resolved" the slack channel would get archived. Extremely simple and effective.