10 Best Incident Management Software of 2022 (Pricing & Features)

Last updated on by Editorial Staff
Incident Management Software

No one ever wants to experience an incident in their business, but unfortunately, they do happen. When they do, it’s crucial to have the right tools to manage them quickly and efficiently.

In this blog post, we will look at the 10 best Incident Management Software tools available. Then, we’ll discuss each tool interms of features and pricing and how it can help your business get back on track quickly after an incident occurs.

What is Incident Management Software?

Incident Management Software is a tool that helps businesses manage incidents quickly and efficiently. This type of software can help businesses avoid or mitigate the impact of incidents by identifying, analyzing, and prioritizing risks.

The different types of incident management software

There are many different types of incident management software available on the market. For example, some software is designed to help businesses prevent incidents, while others are designed to help businesses manage incidents quickly and efficiently after they have occurred.

Here is the list of 10 best Incident Management Software.

1. Freshservice

It is well known for IT service management for all types of businesses. It is a cloud-based software solution and provides a 21-day free trial without a credit card. In addition, it provides an intuitive user interface and is easily customizable.

Dashboard of Freshservice

Features

  • Multiple channels for support like email, a self-service portal, mobile app, phone
  • Automatic log of all emails as ticket
  • AI for automatic categorization of tickets
  • Auto-assignment of tickets
  • Dashboard for tickets view and track
  • Service desk integration with the knowledge base that has solutions to incidents and problems

Pricing

It offers 4 types of plan

  • Starter – Starts at $19 per agent per month(billed annually) or $29 per agent per month(billed monthly)
  • Growth – Starts at $49 per agent per month(billed annually) or $59 per agent per month(billed monthly)
  • Pro – Starts at $89 per agent per month(billed annually) or $109 per agent per month(billed monthly)
  • Enterprise – Starts at $109 per agent per month(billed annually) or $129 per agent per month(billed monthly)
Pricing of Freshservice

Like

  • The software is easy to install and configure.
  • With its automatic workflow, you can prioritize the ticket based on urgency.
  • Allows you to share a single screen with team members and get to know who is working on which ticket.
  • Its self-service portal helps the end-users to solve their problem without the help of technicians.

Dislike

  • Mobile application is difficult to use and adopt
  • Database query times could be improved

Other details

Deployment typeCloud-based, SaaS, Web
Operating systemsCross Platform
Supported devicesLinux, Windows, iPhone, Mac, Web-based, Android
Language supportEnglish
Customer ratingsIn G2, 4.6 out of 5 (Number of reviews:913+)
In Capterra, 4.5 out of 5 (Number of reviews:438+)

2. ninjaOne

ninjaOne is a complete IT management software that provides a platform for RMM, endpoint management, patch management, remoting access, ticketing, and backup. It supports more than 9000 customers in more than 83 countries. It offers a free trial with no credit card.

Organization dashboard of ninjaOne

Features

  • Monitoring and alerting
  • Documentation
  • IT automation
  • IT asset management
  • IT operations management
  • Reporting
  • Security
  • Platform administration
  • Track, prioritize, and solve support tickets

Pricing

  • To get its pricing details, you need to get a custom quote.
  • It offers per-device pricing.
  • It provides free onboarding and training and no maintenance charge.
Pricing page of ninjaOne

Like

  • It provides automatic ticket creation and resolution.
  • It provides 360-degree visibility to the tickets. Hence you can easily resolve the tickets.

Dislike

  • Customization of the dashboard is not possible.
  • Sometimes, the Splashtop remote tool is not working properly.

Other details

DeploymentCloud, SaaS, Web-Based
Supported devicesMac, Windows, Linux, iPad, Android, iPhone
SupportEmail/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live Rep), Chat
TrainingLive Online, Videos, Webinars, Documentation
Customer ratingsIn G2, 4.8 out of 5 (Number of reviews:276+)
In Capterra, 4.9 out of 5 (Number of reviews:157+)

3. ServiceNow

ServiceNow is an ITSM software that provides incident management to businesses. It helps businesses automate their operations and improve productivity by restoring services and resolving incidents quickly.

Features

  • Major incident management
  • Single pane agent view
  • AI-powered insights
  • Native mobile app
  • AIOps integration
  • Omni-channel notifications
  • Incident response playbook
  • On-call scheduling

Pricing

To know pricing, you need to get custom quotes.

Pricing details of ServiceNow

Like

  • Omni-channel self-service and two-way communication provide a good experience and enhance employees’ productivity.
  • Assigning work to the right agent and collaborating for the IT process with a single platform helps to restore the service automatically.
  • The self-service portal helps to deflect the tickets and increases the incident deflection.
  • The machine learning capability of the software provides assigning incidents to the right team to resolve them quickly.

Dislike

  • Sometimes, it shows completed, or closed tickets are still open.

Other details

DeploymentCloud, SaaS, Web-Based
Supported devicesMac, Windows, Andriod, iPhone, iPad
Support Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live Rep),
Chat
TrainingWebinars, Documentation, Videos
Customer ratingsIn G2, 4.0 out of 5 (Number of reviews:305+)
In Capterra, 4.5 out of 5 (Number of reviews:126+)

4. PagerDuty

PagerDuty is an Incident Management Software and very popular for digital operations management. It provides real-time insight and helps to solve problems and prevent problems. In addition, it provides a free version to get started with the software.

Overview of PagerDuty

Features

  • Automated incident response
  • On-call management
  • Process automation
  • Automation actions
  • Customer service operations
  • Runbook automation

Pricing

It offers 4 types of pricing plans.

  • Free – It is entirely free and for up to 5 users.
  • Professional – It starts at $21 per user per month (billed annually) or $29 per user per month(billed monthly). A free trial is available.
  • Business – It starts at $41 per user per month (billed annually) or $49 per user per month(billed monthly). A free trial is available.
  • Digital operations – To get details, you need to contact the vendor.
PagerDuty Pricing
Pricing of PagerDuty

Like

  • It provides easy on-call scheduling and unlimited API calls with the free version.
  • It provides unlimited international phones, SMS notifications, and schedules with the professional version.
  • It offers more than 650 out-box integrations.

Dislike

  • Ticket integration and email & Chat support are not available for the free version.

5. HaloITSM

HaloITSM is a famous IT service management software that serves customers such as Siemens, The University of Cambridge, NHS, and Suzuki.

It is an intuitive solution and integrates with many business applications like Office365, Azure DevOps, SCCM, BeyondTrust, Lansweeper, Active Directory, Azure, Microsoft teams, TeamViewer, Facebook, etc.

Overview of HaloITSM

Features

  • Incident management
  • Problem management
  • Change control
  • Configuration management
  • Knowledgebase management
  • ITIL service catalog
  • Self-service portal
  • SLA management

Pricing

  • It provides a free trial for 30 days
  • Its pricing starts at $49 per month

Like

  • It is a complete ITSM solution, easy to use, and highly customizable
  • It provides valuable insights in real-time
  • Allows you to check different call types
  • ITIL framework helps you to organize request types and work with high standard

Dislike

  • The chat option is not there in the new end-user portal
  • Dashboard and reporting capabilities are not so good compared to other incident management software

Other details

DeploymentCloud, On-premise
Operating systemsCross-platform
Supported devicesLinux, Windows, Mac, iPhone, Android
TrainingIn Person, Live Online, Webinars, Documentation, Videos
Customer ratingsIn G2, 4.8 out of 5 (Number of reviews:15+)
In Capterra, 4.7 out of 5 (Number of reviews:31+)

6. ServiceDesk Plus

It is a comprehensive IT service management solution. ServiceDesk’s smart automation capabilities help enterprises to resolve ticket problems quickly and easily. In addition, it offers both on-premise and cloud deployment models.

Overview of ServiceDesk Plus

Features

  • Multi-channel support for end-users
  • Automated ticket workflow process
  • SLA management with escalation
  • Integration of incident management with knowledge management
  • Automated notifications

Pricing

It offers a quote-based pricing model. However, you must fill out the form on its official website to get a quote.

Like

  • The software is robust, intuitive, and easy to use.
  • It provides incident management for both cloud and on-premise deployment models.
  • Allows you to track and manage all the incidents with a defined process.
  • Assigns tickets automatically and converts emails to tickets automatically.
  • It provides a lot of built-in templates.

Dislike

  • You need some assistance in learning the software initially.
  • Sometimes receiving tickets and response times are slow.
  • Online support and overall customer support are not good.
  • Unavailability of patch management and release management.

Other details

Deployment Cloud, on-premise
Operating systemsCross-platform
Supported devicesLinux, Windows, Mac, Android, iPhone
Language supportSupports 37 languages. Some are Arabic, Danish, German, English, French, Hebrew, Italian, Japanese, Dutch, Norwegian, Polish, Portuguese, Russian, Spanish, Serbian, Swedish, Vietnamese, Chinese (Simplified)

7. Spiceworks

Spiceworks cloud help desk is a free software solution for IT businesses. It offers a comprehensive suite of IT tools, including an incident management system. Spiceworks’ incident management system is designed to help businesses streamline their workflows and improve efficiency.

Dashboard of Spiceworks

Features

  • Ticket and tasks – Users can easily create tickets and tasks for incidents and reply, add comments, and close. With the help of customer fields, users can track the needed things.
  • User self-service – Provides a customizable user portal so end-users can submit tickets and monitor the progress.
  • Action directory integration – Helps to add end -users automatically and tag them to tickets.
  • Help Desk team management – Dashboard provides a view of team performance metrics.
  • Ticket collaboration – Allows to share tickets and work together.
  • Multi-site support – Provides support to multiple users in multiple locations.

Pricing

It offers four plans. All plans are free of cost.

  • Individual Plan
  • Team Plan
  • Enterprise Plan
  • Custom plan
Pricing of Spiceworks

Like

  • It is a free tool and good for self-portals.
  • It is a cloud-based software. Hence, no need to have the server set up and maintained.
  • It provides custom ticket attributes, ticket rules, and alerts.
  • It provides secure remote support for remote employees.
  • You can get the latest updates and notifications through mobile apps.

Dislike

  • Lack of flexibility
  • The setup wizard is not good
  • Mobile apps are a little bit confusing
  • Search for old tickets is awkward

Other details

DeploymentCloud, SaaS, Web-Based
Supported devicesWindows, iPhone, iPad
SupportFAQs/Forum, Knowledge Base, Chat
TrainingIn Person, Live Online, Webinars, Documentation
Customer ratingIn G2, 4.3 out of 5 (Number of reviews: 307+)
In Capterra, 4.4 out of 5 (Number of reviews:514+)

8. issuetrak

Issuetrak is a help desk software that helps businesses to manage issues by automating ticket escalation and resolution.

It offers a bunch of features, such as ticketing, asset management, and reporting. It is trusted by companies such as Verizon, Cintas, Planet Fitness, Pfizer, etc.

Dashboard of issuetrak

Features

  • Customizable issue types
  • Customizable issue priorities
  • Mass issue handling
  • Custom issue view
  • Unlimited issue attachments
  • SLA management
  • Issue auditing and reporting
  • Unlimited reporting
  • Customizable live dashboard
  • Task management
  • Knowledge management

Pricing

It offers separate plans for cloud and on-premise models

  • Cloud starts at $59 per agent per month (billed annually)
  • On-premise starts at $950 per agent, billed once
Pricing of issuetrak

Like

  • Offers multi-channel issue submission
  • It provides 24/7 customer support.
  • It provides solutions for both cloud and on-premise deployment models.
  • It helps you to automate the entire workflow.
  • It is simple with full of features.

Dislike

  • Sometimes search function will be clunky.
  • Learning the software functions is a little bit difficult.

Other details

DeploymentCloud, SaaS, Web-Based
Supported devicesWindows, Linux
SupportEmail/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live Rep),
Chat
TrainingIn Person, Live Online, Webinars, Documentation, Videos
Customer ratingIn G2, 4.1 out of 5 (Number of reviews: 162+)
In Capterra, 4.5 out of 5 (Number of reviews:172+)

9. Onpage

Onpage is one of the great incident management Software. This Software solution is for IT service alerting and incident alert management. It Integrates with ServiceNow, ConnectWise, Autotask, Uptime Robot, Slack, Amion, IBM Maximo, Cisco Spark, and more.

It keeps an eye on critical issues and never lets them miss. It provides software tools for many industries, including healthcare, information technology, managed services, IoT, and manufacturing.

Webpage of Onpage

Features

  • IT incident response
  • HIPPA compliant texting
  • Clinical communication and collaboration
  • On-call management
  • Live call routing
  • Mass notifications
  • Pager replacement

Pricing

  • It provides a free trial.
  • It offers three plans.
Onpage Enterprise silverEnterprise gold
It starts at $13.99per user per month or $16.99 paid quarterly.It starts at 22.99 per user per month, paid annually.It starts at $28.99 per user per month, paid annually.
Pricing of Onpage

Like

  • It is easy to use and easy to understand
  • It provides 24/7 customer support
  • It allows communicating with team members in other countries
  • It allows configuring with multiple ways to create pages

Dislike

  • Its voice mail feature is not good
  • The user interface is not so good
  • Selecting the notification sound option is not there.

Other details

DeploymentCloud, SaaS, Web-Based
Supported devicesAndroid, iPhone, iPad
Support24/7 (Live Rep), Chat
TrainingLive Online, Webinars, Documentation
Customer ratingIn G2, 4.5 out of 5 (Number of reviews: 173+)
In Capterra, 4.7 out of 5 (Number of reviews:30+)

10. xmatters

It is an incident response and management solution that automates workflows and solves technology-related issues. It integrates with popular tools such as ServiceNow, Slack, and Jira to help manage incidents.

Overview demo page of xmatters

Features

  • On-call management
  • Signal intelligence
  • Workflow automation
  • Incident response and management
  • Analytics
  • Service Intelligence

Pricing

It offers four plans,

  • Free –  It is entirely free for up to 10 users
  • Starter – It charges $9 per user per month
  • Basic – It charges $39 per user per month
  • Advanced – you need to contact the vendor for details.
Pricing of xmatters

Like

  • Its automated incident response and management solve the issues very quickly.
  • It enhances collaboration and productivity in the team.
  • It provides no code integration.
  • It provides good and quick support.

Dislike

  • For first-time users, the user interface is not intuitive.
  • It does not provide a calendar to clients listing for future updates and maintenance.

Other details

Deployment Cloud, SaaS, Web-Based
Supported devicesMac, Windows, Android, iPhone, iPad
SupportEmail/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live Rep),
Chat
TrainingIn Person, Live Online, Webinars, Documentation, Videos
Customer ratingIn G2, 4.4 out of 5 (Number of reviews: 401+)
In Capterra, 4.5 out of 5 (Number of reviews:136+)

FAQs

What is incident management?

Incident management is identifying, responding to, and resolving incidents. An incident is an unplanned event that impacts or could potentially impact business operations.
The objective of incident management is to ensure that incidents are resolved quickly and effectively so that business operations can resume as usual as soon as possible. That involves identifying the root cause of the incident, resolution of the issue, and documentation of the entire process.

Conclusion

Incident management software is an important tool for businesses of all sizes. Incident management software can help you manage and respond to incidents quickly and effectively, minimizing the damage they cause.

This article provided 10 of the best incident management software solutions in 2022. If you’re looking for a reliable and effective way to manage incidents, then one of these solutions should be perfect for you.

Reference :