10 Best Incident Management Software in 2023

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.