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Incident & Defect Management
10 Best Incident Management Software & Systems Of 2023

The Best Incident Management Software List

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

  1. Zendesk

    Best for small to medium businesses

  2. HaloITSM

    Best for Enterprises

  3. Fusion Framework System

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

  4. Jira Service Desk

    Best for its way of handling escalations within the system

  5. ManageEngine ServiceDesk Plus

    Best for multi-channel incident logging

  6. NinjaOne (formerly NinjaRMM)

    Best for endpoint management

  7. Spiceworks Help Desk

    Best for a self-service portal

  8. ManageEngine Service Desk Plus

    Best for enterprise DevOps and Managed Service Providers (MSPs)

  9. Opsgenie

    Best for plugins and integrations

  10. BigPanda

    Best for machine learning and autonomous operations

This article will help you quickly compare and evaluate the best incident management tools and other incident management solutions.

How do you best handle database change management? What is the best incident reporting app for your situation? What items should you have in your toolbox when it comes to organizing request management? In this post, I’ll share with you how incident management software can address all of these concerns and more.

Software Testing Tools Comparison Criteria

What are we looking for when we compare software for review? Here’s a summary of my evaluation criteria:

  1. User Interface (UI):  Is it clean and attractive? Does it look and work like the modern software? Is item placement intuitive, even for low-tech individuals?
  2. Usability:  Is it 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?
  3. Features & Functionality:
    • Customizable & Consolidated Alert System - Can the tool pull incident alerts from different sources, such as chats, emails, phone calls, and more; organize them; and notify the appropriate groups? Are these settings intuitive and flexible?
    • Issue Categorization - Does the tool offer a robust system for issue categorization? Can an issue be flagged in detail with keywords that will help future analysis? 
    • Investigation Tools - Does the software offer: a report or sequence of events per incident, orders for corrective actions, a record of findings, other action management items, and so on? Does using the software help reduce resolution times?
    • Analytics & Reporting - Is reporting output detailed, readable, and customizable? Can you import/export results via third-party tools as needed?
    • 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?
  4. Integrations: Is it 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?
  5. Value for $: How appropriate is the price for the features, capabilities, and use case? Is pricing clear, transparent, and flexible?

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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

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.

14-day free trial

From $19/user/month

2

HaloITSM

Best 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 & white label self-service portal, change control tools, and CMDB/configuration management.

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

30 Days Free Trial

$29/user/month

3

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.

Free demo available

Pricing upon request

4

Jira Service Desk

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.

7-day free trial

From $21/agent/month

5

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.

30 Days Free Trial

$58 / technician / month

6

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.

30 Days Free Trial

$3/user/month

7

Spiceworks Help Desk

Best for a self-service portal

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.

8

ManageEngine Service Desk Plus

Best for enterprise DevOps and 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.


30-day free trial

Pricing upon request

9

Opsgenie

Best for plugins and integrations

Opsgenie is an incident management software tool that allows you to manage your critical incidents for your always-on services. The tool allows you to reduce downtime by alerting you and your team instantly to IT/DevOps issues by various means such as phone and email. You can schedule on-call rotations and customize your own dashboard to suit your team's needs on the intuitive user interface that operates on both desktop and mobile.Opsgenie provides an abundance of plugins and integrations that allows you to fully flesh out your team’s application management. The tool provides integrations with messaging and alerts tools such as Slack, Flock and Hipchat, allowing your team to receive instant alerts regarding critical incidents. The tool also integrates with automation tools such as Jenkins, Bitbucket and Github, which allows you to define your application testing tasks.Opsgenie does have a slight learning curve, and can take some time to implement within your team, for which an onboarding program would be ideal.The cost of Opsgenie starts at $9/user/month and also offers a free version for up to 5 users.

Free version for up to 5 users

$9/user/month

10

BigPanda

Best for machine learning and autonomous operations

BigPanda’s autonomous operations platform can help capture alerts, changes, and topology data from all your tools and uses machine learning to detect problems and identify their root cause in real-time so that users have fewer outages and faster resolution.

One thing BigPanda does really well is the grouping of alerts from separate monitoring systems into a single database; additionally, it has a robust de-duping capability that filters out multiple entries around the same incident.

Integrations include AppDynamics, Catchpoint, Amazon CloudTrail, CloudWatch, Datadog, Dataloop.io, Jira, Jenkins, Logz.io, LogicMonitor, LogEntries, System Center, Nagios, Okta, Opsgenie, Pingdom, Sensu, SunoLogic, ServiceNow, Splunk, Slack, SolarWinds, Sematext, VMWare, Zabbix, Zenoss, and more.

Even broken down monthly, BigPanda’s pricing model is hefty compared to every other software on this list. Thus, they lost a few points in the evaluation for Value for Cost.

BigPanda starts at $144,000/year for up to 2000 nodes and offers a free demo.

The Top Incident Tracking Tools Summary

Tool Free Option Price
1
Zendesk

Best for small to medium businesses

14-day free trial

From $19/user/month Visit Website
2
HaloITSM

Best for Enterprises

30 Days Free Trial

$29/user/month Visit Website
3
Fusion Framework System

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

Free demo available

Pricing upon request Visit Website
4
Jira Service Desk

Best for its way of handling escalations within the system

7-day free trial

From $21/agent/month Visit Website
5
ManageEngine ServiceDesk Plus

Best for multi-channel incident logging

30 Days Free Trial

$58 / technician / month Visit Website
6
NinjaOne (formerly NinjaRMM)

Best for endpoint management

30 Days Free Trial

$3/user/month Visit Website
7
Spiceworks Help Desk

Best for a self-service portal

Not available

Visit Website
8
ManageEngine Service Desk Plus

Best for enterprise DevOps and Managed Service Providers (MSPs)

30-day free trial

Pricing upon request Visit Website
9
Opsgenie

Best for plugins and integrations

Free version for up to 5 users

$9/user/month Visit Website
10
BigPanda

Best for machine learning and autonomous operations

Not available

Visit Website

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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. Opsgenie - Best for plugins and integrations
  2. Derdack - A notification and incident response system for on-premise and hybrid cloud deployments with drag-and-drop on-call duty and shift scheduling and reporting. 
  3. LogicManager - Advance your incident management system with automated tasks, alerts, and reminders—plus objective risk assessments.
  4. VictorOps - Web-based software designed for on-call engineers with features like integrations, mobile-readiness, post-incident reviews, and code ownership. Ingest and aggregate incident alerts with advanced monitoring integrations and a live timeline to address critical items
  5. Resolver - A complete view of incidents with security risk reports, drag and drop configuration, and custom reports and visualization. Resolver also offers a mobile application for ease of use.
  6. Freshservice - SaaS-based incident management to track, prioritize, and assign tickets, automate resolution processes, and set multiple SLA policies for creating task deadlines.
  7. LogicGate - Incident management software with custom, automated processes to respond to and address issues as they occur. 
  8. xMatters - Used by Pepsico and HSBC, this tool’s Flow Designer simplifies incident management with a no-code drag-and-drop interface. xMatters supports DevOps and other IT teams with incident management. 
  9. Mint Service Desk - A free ITSM platform with change management, communication channels, widget views, a ticket filtering view, and multi-company support.
  10. PagerDuty - Connect to any system to analyze machine and human data and identify incidents and opportunities in real-time with machine learning.
  11. ManageEngine - Cloud or on-premise options for incident management software with extensive reporting capabilities and codeless customizations.
  12. SolarWinds - IT service management to automate the consolidation, management, and prioritizing of incoming tickets—with a robust employee service portal.

Incident Management Software FAQ

Have some questions about incident management software before I 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. 

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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.

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