Skip to main content
Incident & Defect Management
10 Best Incident Management Software in 2023

The Best Incident Management Software List

Here’s a shortlist of the best incident management tools:

  1. 1. New Relic — Best incident response with real-time performance monitoring insights
  2. 2. Fusion Framework System — Best for companies looking to build operational resilience using a data-driven approach
  3. 3. SysAid — Best with a self-service chatbot
  4. 4. Zendesk — Best for small to medium businesses
  5. 5. HaloITSM — Best ITSM for enterprises
  6. 6. ManageEngine ServiceDesk Plus — Best for multi-channel incident logging
  7. 7. Jira Service Management — Best for its way of handling escalations within the system
  8. 8. Corporater — Best for incident management reporting and dashboards
  9. 9. NinjaOne (formerly NinjaRMM) — Best for endpoint management
  10. 10. ManageEngine Service Desk Plus — Best for enterprise devops & managed service providers (MSPs)

Incident management is an integral part of any successful software business. It is essential to ensure that issues and queries are dealt with promptly and efficiently. Finding the best incident management software can be a challenge, so it's important to know what options are available.

In this article, I'll explore the 10 best incident management software on the market today, offering detailed information on each product's features, pricing structures, and overall performance.

What is Incident Management Software?

Incident management software is a type of tool or system that is used to track and manage incidents or events that occur within an organization. These incidents can range from IT issues, such as system failures or cyber attacks, to physical emergencies, like workplace accidents or natural disasters.

Incident management software allows organizations to quickly and effectively respond to incidents, assess their impact, and take steps to minimize any potential damage or disruption. It typically includes features such as automated alerts, ticket tracking, incident analysis and reporting, and communication tools to ensure that all stakeholders are informed and involved in the incident resolution process.

How I Selected the Best Incident Management Software

If you're wondering how I selected the best incident management software, here's where I'll break it all down for you. First of all, I started with incident management systems that have high user review and satisfaction ratings. Then, using my experience in incident management, I discerned what key criteria were most important for incident management systems and compared how each of them stacked up against the rest.

If you have more general questions about incident management, you can skip to our FAQ at the bottom of the page. Or, you can jump right to the best incident management software overviews if you're ready to start comparing.

Selection Criteria

After careful consideration, I've determined that these are the most important criteria when selecting the best incident management software. Here's a brief list outlining the whats and whys of my selection.

User Interface (UI)  

Is the incident management solution clean and attractive? Does it look and work like modern software? Is item placement intuitive, even for low-tech individuals?

Usability  

Is the incident management solution easy to learn and master? Does the company offer good tech support, user support, a knowledge base, tutorials, and training? Is there an online community/forum around the product?

Integrations

Is the incident management solution easy to connect with other tools? Any pre-built integrations? Can you import objectives and goals designed in other software? Does it integrate with other software you already have in use, such as asset management software or ticketing systems?

Pricing

How appropriate is the price for the features, capabilities, and use case for each incident management solution? Is pricing clear, transparent, and flexible?

Overviews Of The Top Incident Tracking Tools

Below you’ll find a few details about the incident tracking software selected for this list to help you better pick the right one for you.

1

New Relic

Best incident response with real-time performance monitoring insights

New Relic is a SaaS product that provides a suite of tools for monitoring and managing the performance of your applications, infrastructure, and digital customer experiences. It's designed to help you gain insights into how your software is performing, identify issues, and optimize your systems for better performance and user satisfaction.

New Relic is particularly well-suited for those with complex, distributed systems that require real-time monitoring and analysis. The platform's ability to provide actionable insights and help teams quickly identify and resolve incidents makes it a valuable tool for maintaining high-quality software and services.

There are several features that make New Relic stand out from other incident management tools in the market. Some of my favorites include dashboards, anomaly detection, and root-cause analysis. Dashboards and visualizations make it easy to understand your systems' performance at a glance, helping you identify trends and make data-driven decisions. AI-powered anomaly detection helps you automatically detect anomalies in your systems, allowing you to proactively address potential issues before they impact your users. Root cause analysis helps you quickly identify the source of performance issues, enabling you to resolve incidents more efficiently and effectively.

New Relic integrates with over 500 apps that include cloud platforms like AWS, Google Cloud, and Microsoft Azure, CI/CD tools like Jenkins, CircleCI, and Travis CI, communication tools like Slack and PagerDuty, and other monitoring and analytics tools like Grafana, Datadog, and Splunk. It also has an API you can use to build custom integrations.

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.3 351

Free version available

From $49/user/month

2

Fusion Framework System

Best for companies looking to build operational resilience using a data-driven approach

Fusion Framework System is a cloud-based risk management and resilience platform that offers different solutions not just for risk management, but also for crisis and incident management, operational resilience, business continuity and disaster recovery.

The plan management feature is the main function that enables you to create, manage, and execute plans to address incidents and disasters using dynamic, data-driven strategies. The platform’s crisis and incident management software is a management solution that enables companies to produce the appropriate responses for specific crises and incidents. It provides you with meaningful and actionable insights that allow you to adapt quickly and effectively to changing circumstances, while avoiding costly disruptions to critical operations and services.

Some of the key features of this software include issue identification, task management, response planning, communication planning, plan management, and emergency operations. While issue identification allows you to spot critical issues as they occur in real-time, task management enables you to allocate tasks to staff members, monitor their progress, and adapt to efficiently resolve every unique circumstance thrown your way.

Fusion integrates with Onsolve, EveryBridge, AlertMedia, ServiceNOW, and other emergency notification systems, configuration management databases, and situational intelligence platforms.

Pricing for Fusion is available upon request, and you can request a demo through the website.

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.5 32

Free demo available

Pricing upon request

3

SysAid

Best with a self-service chatbot

SysAid is a cloud-based ITSM software with incident management and service request functionality. It offers ticketing, task management, asset management, remote control, and change management features for IT and other internal service teams.

The software's self-service chatbot allows end users to submit requests, flag incidents, chat with agents, view announcements, reset passwords and access help documentation. The analytics dashboard shows how well teams manage incidents and customer service requests. It includes metrics like response time, resolution rate, and average ticket life cycle, giving managers insight into how their teams are performing overall, as well as individual performance metrics for each agent on their team.

Integrations include Azure, Google Workspace, Jira, Microsoft Teams, Office 365, Onelogin SSO, Oomnitza, Slack, Worksafe App, and Zapier. Paid plans start from $1211 for 500 assets, and a 30-day free trial is available.

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.4 570

30-day free trial

$1211 for 500 assets

4

Zendesk

Best for small to medium businesses

The Zendesk Support Suite allows your team to work seamlessly with a single set of tools and processes that work the same on any channel: email, chat, voice, and even social messaging apps like Facebook, WhatsApp, Twitter, WeChat, and more.

As far as paid software goes, Zendesk is a great deal when it comes to the monthly costs. You can, of course, add products or services to your plan, which will increase costs. Thanks to the low per-item cost and flexible plan, Zendesk scored highly in a review of Value for Cost.

Integrations include Zoom, Kaizo, Productboard, SessionStack, Amazon Connect, Nicereply, CloudTalk, Harvester, TypeGenie, Zoho CRM, Snapchat, Capsule CRM, Google Hangouts, Mailchimp Activity, Simplesat, ChargeDesk, Nutshell, Gainsight, SendSafely, TeamViewer, and hundreds more.

One downside of Zendesk is that it seems to be best suited for small- to mid-sized businesses. The operation may be vulnerable to overloading if you regularly process thousands of incidents per day.

Zendesk starts at $5/user/month and has a free 30-day trial as well as a free demo.

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.3 5580

14-day free trial

From $49/user/month

5

HaloITSM

Best ITSM for enterprises

HaloITSM is a leading IT service management (ITSM) solution that can cover all of your service management needs, including incident management and enterprise service management. This award-winning software boasts customers like Siemens, The University of Cambridge, NHS, and Suzuki.

With HaloITSM, you can restore normal service operation as quickly as possible and minimize the adverse effect on business operations, ensuring that the best possible levels of service quality. Deliver faster resolutions with HaloITSM with ITIL-aligned processes that make it easy to manage incidents and meet SLAs.

Integrations include Office365, Azure DevOps, SCCM, BeyondTrust, Lansweeper, Active Directory, Azure, Microsoft teams, TeamViewer, Facebook, and other apps you use every day.

Standout features include workflow automation for incident management, a DIY knowledge base with detailed keyword indexing, a fully customizable and white label self-service portal, change control tools, and CMDB/configuration management.

HaloITSM starts ar $29/user/month and comes with a 30-day free trial.

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.8 15

30-day free trial

$29/user/month

6

ManageEngine ServiceDesk Plus

Best for multi-channel incident logging

ServiceDesk Plus is the full-stack ITSM solution from ManageEngine, the enterprise IT management division of Zoho Corporation. ServiceDesk Plus has received Pink Elephant’s ITIL® 4 compatibility certification for its Incident Management practice, meeting 100% of the evaluation criteria.

The product’s incident module is equipped with a vast range of features and capabilities, including multi-channel incident logging, customizable incident forms, and automated ticket-workflow for consistent incident resolution and an optimized incident resolution process. End users can create tickets via email, phone call, chat message, and a web-based self-service portal. Emails are automatically converted into tickets.

Custom incident templates in ServiceDesk Plus help collect relevant information from requesters at the time of ticket creation itself. Then, ServiceDesk Plus allows service desk teams to perform a wide range of activities on incoming tickets, including categorization, prioritization, and technician assignment based on ticket parameters, with no-code automations.

ServiceDesk Plus costs from $58 / technician / month. They also offer a free edition up to 5 technicians, a 30-day free trial and an online demo. A personalized demo can also be scheduled.

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.2 202

Free demo

Customized price upon request

7

Jira Service Management

Best for its way of handling escalations within the system

Jira Service Management, formerly Jira Service Desk, is a full-featured ITSM solution. It incorporates relevant ITSM capabilities to empower DevOps, IT operations, and support teams, giving them the ability to collaborate at high velocity, respond efficiently to changes, and provide better employee and customer service experiences.

Jira Service Management comes with an incident management solution that is purpose-built to help you combine your development and IT operations departments, so they can quickly respond to, resolve, and continuously obtain insights from different incidents. The solution has a major incident escalation function that allows to effortlessly escalate major incidents to notify the right development and IT operations teams. This ensures the appropriate personnel quickly works on finding a resolution to any incident that comes their way.

The software also comes with alerting and on-call management functionality. It lets you centralize and apply filters to alerts across every CI/CD, logging, and monitoring tool in your arsenal. This will help ensure that the right teams can respond to raised issues faster while avoiding potential alert fatigue.

Additionally, it allows you to directly connect support tickets to major incidents. This provides agents with the ability to access and view status changes in real time. It can also help keep stakeholders aware of recent updates with multiple notification channels such as push notifications, email, and SMS.

Finally, the incident management software’s reporting and analytics capabilities enable you to track and analyze every incident response activity to evaluate performance, learn from areas of success, and identify opportunities for improvement.

Pricing for cloud-based Jira Service Management is pretty straightforward. It’s free for up to three agents, while the Standard plan has a limited-time offer of 10 agents free for a year.

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4 99

7-day free trial

From $21/agent/month

8

Corporater

Best for incident management reporting and dashboards

Corporater is a governance, performance, risk, and compliance (GPRC) platform for enterprise businesses. It covers a wide array of uses, including managing incidents and risks across all areas of a business. Because it's such a broad-spectrum solution, it helps create connectivity throughout your company's issues, risks, and performance.

The software's incident management module has pre-built incident form templates to help your teams collect the right information when issues arise. Its automated workflows allow you to standardize your incident management processes and protocol, and notifications alert the right teams at the right time, so they can spring to action. You can use the tool to conduct root cause analysis and generate incident reports to really understand where issues arose from.

Dashboards provide data visualization and a comprehensive overview of risks and incidents across your company's departments and teams. The software is designed to be an enterprise solution suitable for large organizations in various industries. A free personalized demo is available, and pricing is available upon request.

Free demo available

Pricing upon request

9

NinjaOne (formerly NinjaRMM)

Best for endpoint management

NinjaRMM has been recognized by G2 Crowd as the #1 top-rated remote monitoring and management (RMM) system in eight categories, including ease of use, product direction, quality of support, and overall satisfaction. It’s a real-time endpoint management tool for patch management and updates.

NinjaRMM uses a favorites list, an intuitive and complete dashboard design, and live updates for the workstations and servers, which scored them bonus points in the Usability evaluation consideration.

Integrations include TeamViewer, Splashtop, Webroot, Bitdefender, Malwarebytes, StorageCraft, CloudBerry Lab, Accelo, Autotask, ConnectWise, Computicate, Harmony PSA, Promys, RepairShopr, SherpaDesk, IT Glue, Passportal, Warranty Master, and more.

One downside is that this relatively new-to-the-space incident software may seem a bit feature-light compared to others on this list. Their roadmap is robust, though, and they deliver updates frequently.

NinjaRMM starts at $3/user/month and has a free 30-day trial.

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.8 249

30-day free trial

Customized price upon request

10

ManageEngine Service Desk Plus

Best for enterprise devops & managed service providers (MSPs)

ManageEngine ServiceDesk Plus is a powerful and feature-rich IT service management platform. It's tailored for DevOps and MSP use cases.

At the base level, ServiceDesk Plus serves as a central hub for helpdesk ticketing, so in addition to incident management, it offers a customer self-service portal, bug tracking, knowledge base management, and SLA management. More advanced plans add IT asset management and project/change management, serving as a full IT Service Management (ITSM) suite.

The basic version of the software offers several useful incident management features, including smart notifications and automations to optimize helpdesk operations and the ability for users to carry out codeless customizations.

ManageEngine has three flexible plans. The Standard plan is best suited for teams that only need a robust IT helpdesk solution for incident management, while the Professional package is ideal for businesses with asset management requirements as well. The Enterprise option is geared towards organizations that want a full-stack IT service management platform. It's deployable through the cloud or on-premise.


This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.2 204

30-day free trial

Pricing upon request

Need expert help selecting the right Testing Software?

We’ve joined up with Crozdesk.com to give all our readers (yes, you!) access to Crozdesk’s software advisors. Just use the form below to share your needs, and they will contact you at no cost or commitment. You will then be matched and connected to a shortlist of vendors that best fit your company, and you can access exclusive software discounts!

The Top Incident Tracking Tools Summary

Tool Free Option Price
1
New Relic

Best incident response with real-time performance monitoring insights

Free version available

From $49/user/month Visit Website
2
Fusion Framework System

Best for companies looking to build operational resilience using a data-driven approach

Free demo available

Pricing upon request Visit Website
3
SysAid

Best with a self-service chatbot

30-day free trial

$1211 for 500 assets Visit Website
4
Zendesk

Best for small to medium businesses

14-day free trial

From $49/user/month Visit Website
5
HaloITSM

Best ITSM for enterprises

30-day free trial

$29/user/month Visit Website
6
ManageEngine ServiceDesk Plus

Best for multi-channel incident logging

Free demo

Customized price upon request Visit Website
7
Jira Service Management

Best for its way of handling escalations within the system

7-day free trial

From $21/agent/month Visit Website
8
Corporater

Best for incident management reporting and dashboards

Free demo available

Pricing upon request Visit Website
9
NinjaOne (formerly NinjaRMM)

Best for endpoint management

30-day free trial

Customized price upon request Visit Website
10
ManageEngine Service Desk Plus

Best for enterprise devops & managed service providers (MSPs)

30-day free trial

Pricing upon request Visit Website

Other Incidents Tracking System Options

Here are a few more that didn’t make the top list. If you need additional suggestions for a handy incident response platform, check these out.

  1. Derdack - Best for drag-and-drop on-call duty and shift scheduling and reporting 
  2. LogicManager - Best for its automated tasks, alerts, and reminders—plus objective risk assessments
  3. VictorOps - Best for ingesting and aggregating incident alerts with advanced monitoring integrations and a live timeline to address critical items
  4. Resolver - Best for its complete view of incidents with security risk reports
  5. Freshservice - Best for setting multiple SLA policies for creating task deadlines
  6. LogicGate - Best for its custom, automated processes to respond to and address issues as they occur
  7. xMatters - Best for its no-code drag-and-drop interface
  8. Mint Service Desk - Best for its change management, communication channels, and widget views
  9. PagerDuty - Best for connecting to any system to analyze machine and human data
  10. ManageEngine - Best for its extensive reporting capabilities and codeless customizations
  11. SolarWinds - Best for its robust employee service portal

People Also Ask

Have some questions about incident management software before you get started? Check out this helpful FAQ first.

What Do You Think About The Above Incident Reporting Software?

What incident management system do you use? Would you recommend your current tool or are you in the market for a new incident reporting system? Are there any IT incident report tools that you would add to the above list? I would love to hear your thoughts in the comments. 

Make sure to subscribe to our QA Lead newsletter to stay up to date on all the latest software testing trends and happenings in QA!

Related Read: USABILITY AND UX REVIEWS AS PART OF QA

Check This Out: WHAT IS AUTIFY? OVERVIEW & TOUR OF FEATURES

By Jason Boog

Over his 15-year career, Jason Boog has worked as a QA tester, QA analyst, and Senior QA Analyst on video games, commercial sites, and interactive web applications. He spent more than a decade building out the QA team and process as Director of Quality & Client Support at a full-service digital agency.

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.