- 1. SysAid — Best for its ITIL-aligned processes
- 2. Corporater — Best for incident management reporting and dashboards
- 3. New Relic — Best incident response with real-time performance monitoring insights
- 4. Fusion Framework System — Best for companies looking to build operational resilience using a data-driven approach
- 5. SysAid — Best with a self-service chatbot
- 6. Zendesk — Best for small to medium businesses
- 7. HaloITSM — Best ITSM for enterprises
- 8. ManageEngine ServiceDesk Plus — Best for multi-channel incident logging
- 9. NinjaOne (formerly NinjaRMM) — Best for endpoint management
- 10. Spiceworks Help Desk — Best for a self-service portal
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 19 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.
SysAid is an ITSM platform that's designed to help businesses manage incidents and service requests, among many other things. It's a pretty comprehensive tool that covers everything from ticket management to asset tracking, and it's got a bunch of features that make it a solid choice for incident management.
SysAid has a really powerful incident management system that is aligned with ITIL's ITSM framework to help you deliver efficiently and run a tight service desk team. The system can be configured so that it automatically routes new requests through your team and directs them to the people capable of helping solve the request.
With SysAid, there is an additional added value that comes in the form of a knowledge database. Here, team members can log, share, and develop solutions that can be stored and accessed by anyone who needs help solving a request and has a question. Further, you can decide which items should be common knowledge to your users too! That way, they can access the information through their self-serve portal.
The self-serve portal is the place where users can submit incidents, request services, view IT announcements, and chat with IT support people.
Integrations can be accessed through SysAid's marketplace and include pre-built integrations with Jira, Teamviewer, Solarwinds, Azure, Openam, Slack, Okta, and Google Apps. You can also connect to thousands of additional apps using a paid subscription with Zapier.
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.
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.
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.
Spiceworks is made to help users streamline and keep a tight rein on IT incidents and tasks: easily accept tickets, reply, add private comments, and close them out. Plus, use custom fields to track only what you need, access the customizable user portal, and integrate with Active Directory.
As a free-to-use tool, Spiceworks is obviously a standout in the Value for Cost segment of the evaluation criteria consideration. Rather than a monthly charge, Spiceworks relies on ad revenue from interested IT vendors, which will pop up through users’ experience with the tool.
Use Spiceworks’ API to connect tools to their system or browse already available integrations in their App Center, where you’ll find the likes of Help Desk PowerPack, Intel AMT Terminal, Portal Tweaks, SQL Server Monitor, Intel Maintenance Manager, Friendly Network Scan Entries, TeamViewer, SQL Server R2 Monitor, and more. Spiceworks is also supported on mobile devices.
One slight con of using Spiceworks is a lack of third-party integration options. You’ll notice above that they do offer many-a-plugin but most of them are developed for or by Spiceworks’ team. Your daily workflow tools may not connect nicely.
Spiceworks is free to use.
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Best for its ITIL-aligned processes
30-day free trial
|Pricing upon request||Website|
Best for incident management reporting and dashboards
Free demo available
|Pricing upon request||Website|
Best incident response with real-time performance monitoring insights
Free version available
Fusion Framework System
Best for companies looking to build operational resilience using a data-driven approach
Free demo available
|Pricing upon request||Website|
Best with a self-service chatbot
30-day free trial
|$1,211 for 500 assets||Website|
Best for small to medium businesses
14-day free trial
|From $19/user/month (billed annually)||Website|
Best ITSM for enterprises
30-day free trial
ManageEngine ServiceDesk Plus
Best for multi-channel incident logging
|Customized price upon request||Website|
NinjaOne (formerly NinjaRMM)
Best for endpoint management
30-day free trial
|Customized price upon request||Website|
Spiceworks Help Desk
Best for a self-service portal
Best for automation capabilities
- ManageEngine Service Desk Plus
Best for enterprise devops & managed service providers (MSPs)
Best for plugins and integrations
Best for machine learning and autonomous operations
Best for workflow management
Best for usability and customer support
Best for intuitive notification alerts and reporting of issues
Best for open source needs
- Jira Service Management
Best for its way of handling escalations within the system
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.
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.
The best incident management software deliver the following core functionalities:
- Incident reporting
- Incident categorization
- Incident analysis
- Reporting and statistcis
- Compliance and data security
To ensure the above functionalities, all software in this list have some combination of the following features:
- Incident prioritization: The software prioritizes incidents based on their severity and impact on business operations, allowing organizations to focus their resources on the most critical incidents.
- Incident response: The software provides tools for incident response teams to collaborate and coordinate their efforts to resolve incidents as quickly as possible.
- Incident resolution: The software tracks the progress of incident resolution and provides tools for documenting the steps taken to resolve the incident.
- Incident analysis: The software provides tools for analyzing incidents to identify root causes and prevent similar incidents from occurring in the future.
- Incident communication: The software provides tools for communicating with stakeholders, such as customers, employees, and partners, about the incident and its impact on business operations.
- Problem management: Does the software offer processes or directions for getting to the root of the problem after incident closure? Can the tool guide steps after the incident lifecycle ends?
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?
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?
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?
How appropriate is the price for the features, capabilities, and use case for each incident management solution? Is pricing clear, transparent, and flexible?
What is incident management?
Why is incident management software important to QA?
What is ITIL incident management?
What is a software inventory tool—and how does it help incident management?
Other Incident Management Resources
If you're already on the hunt for incident management systems, you might also need:
- 10 Best Defect Tracking Tools
- How To Write A Bug Report (+ Free Template Download)
- What Is Chaos Engineering & Why Is It Important?
- Leadership In Test: Enterprise Business Process Assurance
What Do You Think About The Above Incident Reporting Software?
An incident management system is a crucial process that enables organizations to detect, investigate, and respond to incidents effectively. By implementing incident management software, organizations can ensure that they are prepared to handle incidents and restore services quickly, reducing the overall impact of incidents and mitigating damages.