20 Best Incident Management Software Reviewed For 2024-1

20 Best Incident Management Software Reviewed For 2024

Here are my top 10 picks from the 20 tools I reviewed for incident management software:


  1. Salesforce Service Cloud: Great for helping customers across different communication channels.
  2. Issuetrak: Perfect for organizing and managing workflows effectively.
  3. SysAid : Especially good if you want a chatbot to help users help themselves.
  4. Corporater: Best for generating detailed reports and easy-to-understand dashboards about incidents.
  5. Fusion Framework System: Ideal for companies aiming to improve resilience through data-driven strategies.
  6. Freshservice: Offers a comprehensive solution for managing IT services seamlessly.
  7. SurveyLegend: Best for creating engaging surveys that work well on mobile devices.
  8. Zendesk: Particularly suitable for small and medium-sized businesses.
  9. HaloITSM: Top choice for larger enterprises looking for robust IT service management solutions.
  10. Zendesk: Particularly suitable for small and medium-sized businesses.


Choosing the right incident management software can be challenging with so many options out there. You want a tool that helps you handle and fix issues that disrupt your services, but it’s hard to decide which one is the best fit. Don’t worry, I’ve got you covered! In this post, I’ll share my firsthand experiences using numerous incident management tools and highlight the ones that stand out as the best options.

Table of contents

How To Choose Incident Management Software

When choosing incident management software from a plethora of options, it’s crucial to consider several factors:


  • Identify the Problem: Pinpoint the specific gaps in your incident management process that you want the software to address. Understanding the problem will help you determine the necessary features and functionality.


  • User Base: Determine who will be using the software and how many licenses you’ll need. Decide if it’s only for QA testers or if the entire organization requires access. Consider whether you prioritize ease of use for all users or speed for power users.


  • Integration: Clarify which existing tools you’re replacing, keeping, or integrating with. Assess whether the incident management software needs to work seamlessly with other testing, automation, or bug tracking tools.


  • Desired Outcomes: Define the outcomes the software needs to achieve for success. Consider the capabilities you aim to gain or improve and establish metrics for measuring success. For instance, you might aim for better visibility into performance.


  • Organizational Fit: Evaluate how the software aligns with your organization’s workflows and delivery methodology. Identify areas of success and pain points within your current processes. Remember that every business is unique, so don’t assume that a popular tool will automatically work for your organization.

Best Incident Management Software Reviews

Here’s an overview of the incident tracking software selected for this list to help you make the right choice:

Salesforce Service Cloud

Salesforce Service Cloud

Best for omni-channel support

  • Price: Starts from $25/user/month (billed annually)
  • Free Trial: 14-day trial available
  • Rating: 4.3/5


Salesforce Service Cloud is a versatile customer service platform that integrates AI and omnichannel support. It’s designed to assist businesses in managing and resolving customer inquiries across various channels like phone, email, chat, and social media. The platform stands out for its omni-channel support capabilities, ensuring consistent and connected customer experiences.


I chose Salesforce Service Cloud for incident management software because of its AI-powered service features and automation of case distribution, which are crucial for effective incident management. Its focus on enhancing agent productivity and customer satisfaction, along with collaborative tools like integration with Slack, make it suitable for resolving complex issues efficiently.


Salesforce Service Cloud excels in providing consistent and proficient service delivery across multiple channels. It offers agents a unified workspace, robust AI capabilities, self-service options, and expert guidance, all contributing to maximizing return on investment and accelerating customer success.


This platform caters to various business needs with different pricing tiers and features such as workflow automation and 24/7 support. It also integrates seamlessly with various software platforms, including Trello, Mailchimp, TeamViewer, Salesforce Sales Cloud, HubSpot CRM, and Freshdesk, to support customer service operations effectively.



Best for workflow management


  • Price: Starting from $26/agent/month
  • Free Trial: 14-day trial available
  • Rating: 4.1/5


With a 25-year history, Issuetrak has been a leader in developing innovative issue-tracking and process management software suitable for businesses of all sizes. One standout feature is its capability to set up scheduled submissions for recurring issues, such as routine maintenance requests, providing users with enhanced control over their workflows.


Users particularly appreciate Issuetrak’s meticulous categorization system, which covers a comprehensive range of problem scenarios. This robust list of problem categories ensures that every issue can be accurately classified, contributing to efficient management and resolution.


Administrators benefit from Issuetrak’s seamless integration with third-party apps through its API, although specific applications or plugins are not listed on the website.


However, one area where Issuetrak falls short is its user interface, which is often criticized for its bland design and dated feel. Despite this drawback, its robust functionality compensates for any aesthetic shortcomings.


Issuetrak offers various pricing plans, starting at $69/user/month, with a free demo available for those interested in exploring its capabilities further.



Best for its ITIL-aligned processes

  • Price: Pricing available upon request
  • Free Trial: 30-day trial offered
  • Rating: 1/5


SysAid is a comprehensive ITSM platform designed to assist businesses in managing incidents, service requests, and more. It offers a wide range of features, from ticket management to asset tracking, making it a robust choice for incident management.


One of SysAid’s standout features is its powerful incident management system, which follows ITIL’s ITSM framework, ensuring efficient service delivery and tight management of service desk teams. The system can be configured to automatically route new requests to the appropriate team members for resolution.


SysAid also provides added value through its knowledge database, where team members can log, share, and develop solutions for common issues. This knowledge can be accessed by anyone needing assistance, including users who can access common information through the self-service portal.


The self-service portal allows users to submit incidents, request services, view IT announcements, and communicate with IT support personnel.


SysAid offers integrations through its marketplace, including pre-built integrations with popular tools like Jira, TeamViewer, Solarwinds, Azure, Openam, Slack, Okta, and Google Apps. Additionally, users can connect to thousands of additional apps through a paid subscription with Zapier.



Best for incident management reporting and dashboards

  • Price: Pricing available upon request
  • Free Demo: Available
  • Rating: 3.5/5

Corporater is a comprehensive governance, performance, risk, and compliance (GPRC) platform designed for enterprise businesses. It caters to various needs, including incident and risk management across all areas of a business. Due to its broad spectrum of capabilities, Corporater fosters connectivity throughout the organization’s issues, risks, and performance metrics.


The incident management module of the software offers pre-built templates for incident forms, facilitating the collection of relevant information when issues occur. Automated workflows enable standardization of incident management processes and protocols, while notifications ensure timely alerts to the appropriate teams, facilitating swift action. Root cause analysis can be conducted using the tool, and incident reports are generated to gain insights into the origin of issues.


Corporater’s dashboards provide data visualization and a comprehensive overview of risks and incidents across departments and teams within the organization. Designed as an enterprise solution, it is suitable for large organizations across various industries. Interested users can access a free personalized demo, and pricing details are available upon request.

Fusion Framework System

Fusion Framework System

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

  • Price: Pricing available upon request
  • Free Demo: Available
  • Rating: 4.5/5

The Fusion Framework System is a cloud-based platform for risk management and resilience, offering solutions for various areas including risk management, crisis and incident management, operational resilience, business continuity, and disaster recovery.


Its plan management feature is pivotal, allowing users to create, manage, and execute plans to address incidents and disasters using dynamic, data-driven strategies. The crisis and incident management software provides tailored responses for specific crises and incidents, offering actionable insights to adapt quickly and effectively to changing circumstances while avoiding costly disruptions to critical operations.


Key features include issue identification, task management, response planning, communication planning, plan management, and emergency operations. Issue identification helps spot critical issues in real-time, while task management facilitates allocation of tasks, monitoring progress, and efficient resolution of unique circumstances.


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


Pricing details are available upon request, and interested users can request a demo through the website to explore its capabilities further.



Best for integrated ITSM solutions

  • Price: Starting from $49/user/month
  • Free Trial: 21-day trial available
  • Rating: 4.6/5

Freshservice is a cloud-based IT service management solution aimed at streamlining IT operations, including efficient incident management, to help organizations effectively handle IT issues and requests.


What sets Freshservice apart as incident management software is its comprehensive suite of tools that automate incident management processes, promote team collaboration, and enhance resolution times. The platform encompasses a range of features tailored to support IT departments. Incident Management provides a ticketing system for logging and resolving service disruptions, while Problem Management focuses on identifying and addressing the root causes of incidents.


Key features that make Freshservice stand out include AI-powered ticketing, which automates ticket assignment and categorization for rapid issue resolution. Additionally, its self-service portals empower users to find solutions independently, reducing ticket volume. The integrated knowledge base facilitates easy access to information, aiding in problem-solving.


Freshservice offers integrations with popular tools such as Slack, Jira, Office 365, G Suite, Dropbox, Amazon EC2, Salesforce, QuickBooks Online, Zapier, and LogMeIn.


Interested users can take advantage of a 21-day free trial to explore its capabilities, with pricing starting from $49/user/month.



Best for engaging mobile surveys

  • Price: Starting from $19/month
  • Free Plan: Available
  • Rating: 4.4/5


SurveyLegend is an online survey creation tool that enables users to design, distribute, and analyze custom surveys, polls, and questionnaires. It prioritizes responsiveness, ensuring that surveys are accessible across various devices, including smartphones, tablets, and desktops, without requiring additional configuration.


The platform offers a user-friendly drag-and-drop interface for building surveys, with a range of question types and customization options to meet diverse needs. Users can enhance their surveys by incorporating images, videos, and logos, making them visually appealing. Survey distribution is flexible, allowing sharing via email, social media, or embedding on websites.


SurveyLegend facilitates real-time data collection and analytics, enabling users to monitor responses as they come in and analyze data through charts and graphs. It serves multiple purposes, including gathering feedback, conducting market research, and engaging with audiences, such as collecting incident-related data or feedback on incident response. Additionally, the tool supports exporting data to Excel or PDF for further analysis.


Integrating smoothly with Google Sheets, Mailchimp, and Salesforce, SurveyLegend provides a seamless user experience. Pricing starts at $19/month, and a free plan is available for those looking to explore its capabilities further.



Best for small to medium businesses

  • Price: Starting from $19/user/month (billed annually)
  • Free Trial: 14-day trial available
  • Rating: 4.3/5


Zendesk Support Suite provides a seamless experience for teams, offering a unified set of tools and processes that operate consistently across multiple channels including email, chat, voice, and social messaging apps like Facebook, WhatsApp, Twitter, and WeChat.


Zendesk offers excellent value for money with its affordable monthly costs. Users can augment their plans with additional products or services, though this may increase costs. The platform scored highly in terms of Value for Cost in reviews, thanks to its low per-item cost and flexible plan options.


Integrations are plentiful, encompassing a wide range of tools and services including 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 many more.


However, Zendesk may be better suited for small to medium-sized businesses, as larger operations processing thousands of incidents daily may experience performance issues or overload.


Zendesk offers a range of pricing plans starting at $5/user/month, with a free 30-day trial and free demo available for those interested in exploring its capabilities further.



Best ITSM for enterprises

  • Price: $29/user/month
  • Free Trial: 30-day trial available
  • Rating: 4.8/5


HaloITSM stands out as a leading IT service management (ITSM) solution, catering to various service management needs, including incident management and enterprise service management. This award-winning software boasts an impressive clientele including Siemens, The University of Cambridge, NHS, and Suzuki.


With HaloITSM, businesses can restore normal service operation swiftly, minimizing adverse effects on operations and ensuring high service quality levels. The platform facilitates faster resolutions through ITIL-aligned processes, simplifying incident management and helping meet SLAs effectively.


The platform offers integrations with popular tools such as Office365, Azure DevOps, SCCM, BeyondTrust, Lansweeper, Active Directory, Azure, Microsoft Teams, TeamViewer, Facebook, and other everyday applications.


HaloITSM’s 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.


Pricing for HaloITSM starts at $29/user/month, with a 30-day free trial available for those interested in exploring its capabilities further.

Hybrid Pricing Model in staff augmentation

11. ManageEngine ServiceDesk Plus – Best for multi-channel incident logging

12. NinjaOne (formerly NinjaRMM) – Best for endpoint management

13. Spiceworks Help Desk – Best for a self-service portal

14. ServiceNow – Best for automation capabilities

15. ManageEngine Service Desk Plus – Best for enterprise DevOps & managed service providers (MSPs)

16. Opsgenie – Best for plugins and integrations

17. BigPanda – Best for machine learning and autonomous operations

18. Rundeck – Best for open-source needs

19. OnPage – Best for usability and customer support

20. Derdack – Best for intuitive notification alerts and reporting of issues

Selection Criteria For Incident Management Software

Selecting the appropriate incident management software is a crucial decision for any organization. It directly impacts the ability to respond effectively to incidents, minimize downtime, and ensure operational continuity. My approach to evaluating these tools combines hands-on trials and in-depth research to ensure a comprehensive understanding of how each tool addresses real-world challenges. The goal is to identify software that not only meets but exceeds standard requirements, offering innovative solutions to common and complex organizational problems.

Core Incident Management Software Functionality: (25% weighting score)

  • Efficient detection and alerting of incidents
  • Streamlined incident logging and tracking
  • Effective task automation and workflow management
  • Facilitation of real-time collaboration among response teams
  • Comprehensive reporting and analysis for post-incident review

Additional Standout Features: (25% weighting score)

  • Advanced AI and machine learning for predictive analytics and incident prevention
  • Natural language processing for automated ticket categorization and prioritization
  • Seamless integration with cutting-edge monitoring and security tools
  • Customizable and interactive dashboards for enhanced visibility
  • Robust mobile apps for on-the-go incident management and response

Usability: (10% weighting score)

  • Intuitive user interfaces that simplify complex processes
  • Minimal learning curve with clear guidance and documentation
  • Customizable views and dashboards to suit different user preferences
  • Streamlined processes that reduce the number of steps to resolve incidents

Onboarding: (10% weighting score)

  • Comprehensive onboarding materials such as training videos and documentation
  • Interactive product tours and tutorials
  • Responsive customer support during the initial setup phase
  • Community forums or knowledge bases for additional insights

Customer Support: (10% weighting score)

  • Availability of 24/7 support for critical issues
  • A variety of support channels including live chat, email, and phone
  • Proactive customer service with regular check-ins and updates
  • A dedicated account manager for enterprise clients

How to Choose the Right Staff Augmentation Pricing Model for Your Business

  • Transparent pricing with clear breakdowns of features
  • Flexible pricing models that scale with organizational growth
  • Free trials or demos to assess the tool’s fit before committing
  • Strong ROI through efficiency gains and reduced downtime

Customer Reviews: (10% weighting score)

  • High ratings for usability, support, and functionality
  • Positive reports of the tool’s impact on incident resolution times
  • Feedback on the software’s evolution in response to customer needs
  • Success stories that highlight the tool’s value proposition


By applying these criteria, I aim to guide software buyers toward selecting an incident management tool that not only addresses their immediate needs but also positions them for future challenges. The right tool should offer a blend of powerful functionality, usability, support, and value, ensuring organizations are well-equipped to manage incidents efficiently and effectively.

Trends of software marketing

In the realm of incident management software, several notable trends are shaping the landscape, reflecting the industry’s response to the evolving challenges of IT environments. By analyzing recent updates and industry insights, we can discern the direction in which incident management technology is evolving:


  • Integration with Advanced Monitoring Tools: There’s a clear trend towards deeper integration with sophisticated monitoring platforms. This allows for proactive incident detection and offers richer context for incident analysis, leading to quicker resolutions.


  • Adoption of AI and Machine Learning: AI and machine learning are gaining prominence in incident management tools. They offer predictive analytics to anticipate incidents, automate categorization, and provide intelligent suggestions for resolution, ultimately reducing manual intervention and improving response times.


  • Enhanced Automation and Orchestration: Automation of routine tasks and orchestration of complex workflows are becoming more refined. This includes automated incident escalation, task assignments based on expertise, and execution of predefined remediation actions, enabling teams to focus on critical issues.


  • Focus on Real-time Collaboration and Communication: Tools are incorporating features to support real-time collaboration among response teams, stakeholders, and external partners. Integrated chat functions, collaborative war rooms, and seamless integration with communication platforms ensure everyone involved is well-informed.


  • Comprehensive Reporting and Analytics: There’s a growing emphasis on advanced reporting and analytics capabilities, providing teams with actionable insights into incident trends, response performance, and areas for improvement. Customizable dashboards and real-time analytics help organizations adapt their strategies to minimize future incidents.

Features that are less important

Additionally, some features are becoming less important:


Manual Incident Logging and Tracking: With automation and intelligence taking precedence, the need for manual incident logging and tracking is decreasing. Organizations seek solutions that can automatically capture incident data and provide real-time visibility into the incident lifecycle.


These trends highlight the industry’s commitment to innovation, focusing on proactive incident prevention, automated response actions, and seamless collaboration. Moving forward, the ability of these tools to integrate with broader IT operations ecosystems, leverage AI for decision-making, and provide comprehensive incident visibility will be key differentiators. For QA software testers and IT professionals, these developments offer promising opportunities to enhance incident response strategies, reduce downtime, and elevate service quality.

What are Incident management software testing tools?

Incident management software is a tool primarily used in IT and service management to address and resolve service disruptions or technical issues. It simplifies the process of logging, tracking, and managing incidents, from their initial report to their resolution. This software assists organizations in handling unexpected service interruptions efficiently and systematically.


The benefits and applications of incident management software include faster resolution of incidents, leading to decreased downtime and minimal disruption to business operations. It enhances communication among team members and stakeholders by keeping everyone informed about the status of incidents. Additionally, this software aids in analyzing and preventing future incidents, thereby improving overall service quality and customer satisfaction. It plays a significant role in maintaining orderly and efficient operations in IT service management.

Features Of Incident Management Software

Choosing the right incident management software is crucial for organizations looking to improve their operational efficiency and ensure the reliability of their software applications. Incident management software plays a key role in identifying, responding to, and resolving incidents that can affect software performance and stability. To effectively support software testing and incident management processes, certain features within these tools are particularly essential. Here’s what to look for:


  • Automated Alerting and Notification: Notifies teams immediately when incidents occur. Quick notification ensures that teams can respond to and address issues before they impact users or escalate in severity.


  • Integration with Testing and Monitoring Tools: Seamlessly connects with software testing and monitoring tools. This integration provides a continuous feedback loop that helps identify and rectify issues early in the development cycle.


  • Real-time Dashboards: Offers a real-time overview of incidents and their status. Dashboards allow teams to monitor incident resolution progress and prioritize efforts based on severity and impact.


  • Customizable Workflow Automation: Automates repetitive tasks based on predefined rules. Workflow automation streamlines the incident response process, ensuring consistent and efficient handling of every incident.


  • Root Cause Analysis: Facilitates in-depth investigation of incidents. Understanding the root cause of incidents is essential for preventing future occurrences and improving software reliability.


  • Collaboration Tools: Enables effective communication among team members. Collaboration tools are critical for coordinating response efforts and sharing knowledge to resolve incidents more quickly.


  • Incident Logging and History Tracking: Maintains detailed records of all incidents. Logging and tracking are crucial for post-incident reviews, helping to identify patterns and areas for improvement.


  • SLA Management: Tracks compliance with service level agreements. SLA management helps ensure that incident response times meet organizational or customer expectations.


  • Mobile Accessibility: Provides access to incident management functions on the go. Mobile accessibility ensures that team members can respond to and manage incidents anytime, anywhere.


  • Security and Compliance Features: Ensures that incident management processes comply with relevant security standards and regulations. Security features protect sensitive data and help maintain trust.


Selecting incident management software with these features ensures that organizations can effectively manage and resolve incidents, minimizing their impact on software performance and user experience. These tools not only support the immediate resolution of issues but also contribute to the continuous improvement of software testing processes and overall application quality. With the right incident management solution, teams can maintain high levels of service reliability and performance, even in the face of unexpected challenges.

Benefits Of Incident Management Software

Incident management software has become an essential tool for maintaining service reliability and quality. By streamlining the process of detecting, responding to, and resolving issues, these tools offer significant benefits to both users and organizations. Here are five primary advantages of integrating incident management software into your operational toolkit:


  • Rapid Incident Detection and Notification: Ensures swift awareness of issues as they arise. This immediate alerting capability allows teams to quickly mobilize and address incidents, significantly reducing the time to resolution and minimizing potential impacts on users and business operations.


  • Streamlined Incident Resolution Processes: Automates and organizes the workflow for handling incidents. By providing a structured approach to incident management, these tools help ensure that issues are resolved efficiently and consistently, improving overall operational efficiency.


  • Enhanced Communication and Collaboration: Facilitates better coordination among team members. Effective communication features within incident management software ensure that all stakeholders are kept informed about incident status, leading to more collaborative and quicker resolution efforts.


  • Comprehensive Incident Analysis and Reporting: Offers insights into incident patterns and trends. Analyzing incidents over time allows organizations to identify underlying problems or vulnerabilities, guiding strategic improvements in software and systems to prevent future issues.


  • Improved Customer Satisfaction: Minimizes the impact of incidents on end-users. By rapidly addressing and resolving issues, incident management software helps maintain high levels of service quality and reliability, directly contributing to enhanced user experiences and customer satisfaction.


Leveraging incident management software equips teams with the tools necessary to handle unexpected issues proactively and effectively. These benefits not only support operational goals by ensuring system stability and reducing downtime but also align with strategic objectives by fostering continuous improvement and customer trust. For organizations looking to optimize their incident response capabilities, the value of integrating such software is considerable.

Costs & Pricing For Incident Management Software

Choosing the right incident management software is a crucial decision for organizations looking to optimize their response to IT issues and minimize downtime. Incident management software comes with various features, scalability options, and pricing plans, catering to the diverse needs of businesses, from startups to large enterprises. Understanding the different plan options available can help software buyers select the most suitable solution that fits their operational requirements and budget constraints.


Here’s a breakdown of the typical pricing plans for incident management software:

Costs & Pricing For Incident Management Software

When selecting an incident management software plan, consider both your immediate needs and potential future requirements. Smaller teams or those just starting with incident management may find the basic or free plans sufficient. However, as your organization grows and your incident management needs become more complex, upgrading to a plan with more features and support, such as standard, professional, or enterprise, may be necessary. Always assess the scalability of the software, its ability to integrate with your existing tools, and the level of support provided to ensure it can effectively meet your organization’s demands.


In conclusion, an incident management system is a vital process that empowers organizations to detect, investigate, and respond to incidents efficiently. Through the implementation of incident management software, organizations can guarantee their readiness to manage incidents and swiftly restore services, thereby minimizing the overall impact of incidents and mitigating damages.

Frequently Asked Questions

Incident management is the framework in which IT teams restore “normal” service operation with speed and efficiency after a problem or disruption of service arises. The goal is to work fast and thoroughly to minimize the impact on the business. Incident response tools are designed to help with this sometimes daunting process.

During the QA testing phase, the goal is often to find weaknesses in the target software to iron them out and make the app launch-worthy. Proper incident management reporting can help QA team members explain what problems they are seeing, which can then be better translated by the development team, who can come up with sturdier and more accurate solutions.

The incident management process can be complicated. That’s why there are frameworks that help IT staff work quickly in the aftermath of a disruption or incident. The ITIL (formerly stood for IT Infrastructure Library) process includes the following stages: Service Strategy, Service Design, Service Transition, Service Operation, and then Continual Service Improvement.

A software inventory tool provides information about the software being used within a network. This type of network inventory software is useful for incident management because it provides in-depth details about any errors or disruptions within the program. Proper network inventory management helps identify the time, circumstances, and details of any particular incident.