With most businesses depending on IT systems these days, any event that disrupts those processes (aka an incident such as a server crash or a virus) can bring their show to an absolute standstill.
Fortunately, you can use incident management software to get instant alerts when an incident occurs and to track issues and bugs.🕵️♀️ 🐞
Issue tracking refers to reporting and managing issues like a software bug, new feature request, or data security risk.
It lets you identify and manage coding issues to ensure you’re not bitten by the same bug twice and resume normal service operations without losing your client’s time or the company’s dime!
In this article, we’ll discuss what incident management software is and highlight 14 terrific incident management software, including their key features, pricing, and customer ratings.
Let’s get started.
What Is Incident Management Software?
The incident management process starts with an end-user reporting an issue that seems to have ruined their day!
It usually ends with an IT person glued to their desk for hours or even days before tracking and resolving the issue troubling the end user.
But with incident management software, you can report, manage, and resolve any significant incident with more efficiency (and with less wasted time, yelling, crying, and nail-biting). 😬
Incident management tools can simplify your service workflow, from logging and categorizing issues to ticket creation and closure. In addition, they help companies establish a clear connection between issues, software bugs, requests, and incidents, making their work a lot easier.
Here are some key benefits of using incident management software tools:
- Real-time notifications for faster incident resolution
- Streamlined operations for better incident management
- Boosts workplace safety
(More on this at the end of the list!)
Key Incident Management Software Features
There are many incident management tools to choose from. To help you decide which one is best for you, here are some key features to look out for when choosing an incident management software:
- Real-time monitoring
- Automated incident response
- Alerts and notifications
- Incident tracking and reporting
- Root cause analysis
- Security logs and access control features
- Third party integrations
By utilizing the right incident management software, organizations can benefit from improved visibility, collaboration, automation , and security. This makes incident management software an invaluable tool for businesses of any size.
Without further ado, let’s explore some of the best incident management tools and software that helps you keep a close watch on your customer requests and issues. 📋👀
Top 14 Incident Management Software for 2023
Here are the top 14 incident management software tools available today:
1. ClickUp
ClickUp is one of the highest-rated productivity and incident management tools used by teams in small and large companies.
We’ve partnered with the San Diego Padres to streamline their IT team’s efficiency on and off the field! ⚾️
With this agile project management tool, you can set priorities and make them transparent to the team, and you can resolve bugs in batches by adding custom Tags.
This way, you can restore normal service operations quicker, help minimize future interruptions and incidents, and keep your incident team’s spirits high. 🤜⚡️🤛
ClickUp key features
Here are a few ways besides reporting incidents that ClickUp can help you with incident management process:
- Dashboards: get a high-level overview of your incident management workflow to knock out bugs before they cause issues
- Sprints: power through several incident management stages with agile sprint planning
- Board view: why get bored by regular views when you can have the Board view? Group your tasks by incident status, assignee, priority, and more
- Roadmaps: highlight high-priority incidents, the expected workflow, and set dependencies to resolve incidents
- Syntax Highlighting: interpret tons of languages with code block formatting, automatically colorized for clarity
- Gantt Chart: get transparency on ticket status and expected timelines for incident resolution
- Custom Task Statuses: create simple statuses to understand where your team stands with respect to any security incident: ‘work in progress,’ ‘resolved,’ or ‘on a coffee break’
- Form view: avoid long paper trials by automating your bug submission process
- Proofing: proof, annotate, and leave additional markers for all your design files within ClickUp
- Email ClickApp: communicate via emails directly within the ClickUp task without switching platforms
- Assign Tasks: make sure incidents go to the right technician within minutes
- Templates: ditch boring incident report templates and bring in the fun with awesome templates for Bug Queues
ClickUp pros
- Create Mind Maps to visualize plans
- Document bugs and record test plans and test cases with Docs
- Manage and keep track of an incident’s life cycle with Portfolios
- Easily make bulk edits across multiple incidents and save loads of time with the Multitask Toolbar
- Manage your incident workflow hands-free with Automations
- Boost IT customer service efficiency by assigning several incidents in one go with Multiple Assignees
- See who has more issues than a magazine with the Workload view
- Create end-to-end Checklists for ticket creation, incident categorization, and resolution, so your team never misses a step
- Automatically attach GitLab activity to your ClickUp tasks with the ClickUp-GitLab Integration
- Import issues from Jira into ClickUp to streamline your incident management workflow
ClickUp pricing
- Free Forever Plan (best for personal use)
- Unlimited Plan (best for small teams ($5/member per month)
- Business Plan (best for mid-sized teams ($12/member per month)
- Business Plus Plan (best for multiple teams ($19/member per month)
ClickUp customer ratings
- G2: 4.7/5 (2,900+ reviews)
- Capterra: 4.7/5 (2,200+ reviews)
2. AlertOps
AlertOps offers you smart features for countering and crushing all kinds of incidents like service outages, data breaches, malware attacks, and more.
This incident management software helps you run a tight ship and prevents your team from drowning in a flood of customer complaints.
Unfortunately, you won’t map out that idea with this app since AlertOps doesn’t come with mind maps.
It seems like it won’t be all smooth sailing after all! 😅
AlertOps key features
- Get an overview of your incident management team’s performance with dashboards and reports
- Get alerts when your incident monitoring tools become unresponsive
- Create and update ticket status automatically or with a single click
AlertOps pricing
AlertOps has a free plan, and paid plans start at $5/user per month.
AlertOps customer ratings
- G2: 4.6/5 (20+ reviews)
- Capterra: 4.6/5 (10+ reviews)
3. GitLab
GitLab is an incident tracking software that lets you triage incidents in a list view and gives your team all the necessary information they need to stomp out bugs.
The incident management system lets you create a corrective action plan, which essentially lays down the steps that your team can follow to resolve similar issues in the future.
This way, your team won’t have to undergo the difficult process of resolving the same issue again. But, unfortunately, it can be pretty hard to get to grips with the tool since it’s super complex to use.
GitLab key features
- Create on-call schedules for incident response teams
- Send alerts about incidents via Slack and email
- The status page informs stakeholders about the latest updates on any reported incident
GitLab pricing
GitLab has a free plan, and paid plans start at $19/user per month.
GitLab customer ratings
- G2: 4.4/5 (300+ reviews)
- Capterra: 4.6/5 (580+ reviews)
4. Datadog
Datadog helps your team identify, manage, and track incidents with their centralized user interface and incident responses tools.
This incident reporting software lets you create automated workflows and allows you mute all alerts with a single click during system maintenance and updates (or when you want to catch a quick power nap). 😴
Unfortunately, the reports are relatively basic, so you might need a different tool for data visualizations.
Datadog key features
- Uses machine learning to identify problems in your IT infrastructure
- Filters and sorts incidents by key info tags such as team, severity, status, etc.
- Tag team members and assign roles for real-time collaboration
Datadog pricing
Datadog has a free plan, and paid plans start at $15/host per month.
Datadog customer ratings
- G2: 4.2/5 (210+ reviews)
- Capterra: 4.6/5 (100+ reviews)
5. Freshservice
Freshservice can help any incident manager identify bottlenecks in their incident management workflow.
The app also offers insightful reports and tons of integrations with various other business applications like MS Teams, Jira, Zapier, and more.
Too bad that it doesn’t offer any free plan, though. 😬
Let’s see if it can still keep your customer relationships fresh.
Freshservice key features
- Offers users multi-channel support, including email, a self-service portal, mobile apps, chatbot, and feedback widgets
- Build a knowledge base with solutions to incidents that can be used by both technician and employee
- Assess team performance with a customized incident report
Freshservice pricing
Freshservice offers paid plans starting at $19/user per month.
Freshservice customer ratings
- G2: 4.6/5 (840+ reviews)
- Capterra: 4.5/5 (420+ reviews)
6. HaloITSM
HaloITSM is aligned with the ITIL process and assists teams with risk management by tracking incidents and investigating their root cause.
It systematically stores the information related to all the incidents that have ever occurred.
This way, if a related incident pops up and says, “hello, it’s me, again,” you’ll have all the info you need to resolve it in an instant.
And your team can stand there with a golden halo for all that quick help. 😇
Unfortunately, it doesn’t have too many native integrations, so adding to your existing workflow could be challenging.
HaloITSM key features
- Track every stage of your incident management workflow with granular reports
- The SLA (service-level agreement) management facility ensures you never violate any service agreement made with your client
- Attach multiple incidents to a problem request and update them with a single click
HaloITSM pricing
Request a custom quote from HaloITSM.
HaloITSM customer ratings
- G2: 4.8/5 (10+ reviews)
- Capterra: 4.6/5 (10+ reviews)
7. Issuetrak
Issuetrak is a powerful incident management app that helps you with issue tracking, complaint management, and ticketing.
The app automatically escalates issues if any team member hasn’t addressed them. This prevents your team from missing any issues or customer service targets!
In other words, it helps you douse the fire so that you don’t end up burning bridges with your client. But, unfortunately, you have limited customization when it comes to assignees.
Issuetrak key features
- A customizable dashboard that gives you the latest updates on all open issues
- Organize issues by grouping them under categories such as product support, customer relations, IT, etc.
- Lets the end-user and IT agent pre-fill certain information for quick handling of incidents
Issuetrak pricing
Request a custom quote from Issuetrak.
Issuetrak customer ratings
- G2: 4.1/5 (60+ reviews)
- Capterra: 4.5/5 (150+ reviews)
8. Opsgenie
Opsgenie, included under Jira Service Management, notifies your team about new incidents via multiple channels (email, SMS, mobile push, and more) so that they can take it up right away.
It also uses robust incident reporting and analytics to highlight severe issues and give you an overview of your team’s performance.
However, you can’t make bulk edits across task statuses and assignees with this tool.
It looks like this genie may not have the power to grant all of your incident management wishes…🙊
Opsgenie key features
- Use incident management templates to set up different workflows for incidents, based on their urgency
- Automatically notify stakeholders about incident resolution
- Streamline your issue-tracking process by connecting the app with Jira
Opsgenie pricing
Opsgenie has a free plan, and paid plans start at $9/user per month.
Opsgenie customer ratings
- G2: 4.6/5 (5+ reviews)
- Capterra: 4.7/5 (120+ reviews)
Opsgenie is a part of Jira service management. If you want a deeper look at Jira, check out our in-depth Jira review.
9. PagerDuty
PagerDuty is an incident management software that aims to improve customer experience with insightful incident learning and end-to-end response automation.
It helps teams identify changes or errors that are the likeliest culprits of incidents. This incident management software comes on duty when anything seems out of order.
However, the free plan is limited, which means you’d have to opt for the pricey-paid plans.
PagerDuty key features
- Track dependencies, share status updates, and view incident data
- Perform root cause analysis of past incidents to get better at resolving and preventing them
- Build and customize workflows with the extensible PagerDuty APIs
PagerDuty pricing
PagerDuty has a free plan, and paid plans start at $21/user per month.
PagerDuty customer ratings
- G2: 4.5/5 (570+ reviews)
- Capterra: 4.6/5 (180+ reviews)
10. ServiceDesk Plus
ServiceDesk Plus gives you the ultimate control when managing IT issues to fix your client’s plight and saves your team from sleepless nights.
How does the incident management app do this? By giving you access to a knowledge base of articles on advanced technical solutions.
You can also keep your clients informed on issues with automated notifications.
This way, you can avoid long email threads! 😄
Unfortunately, it has minimal reporting capabilities.
ServiceDesk Plus key features
- Set custom statuses to manage and track incidents
- Automatically assign incident tickets based on the technician’s expertise
- Use email templates for better and faster communication with the end users
ServiceDesk Plus pricing
Request a custom quote from ServiceDesk Plus.
ServiceDesk Plus customer ratings
- G2: 4.2/5 (160+ reviews)
- Capterra: 4.3/5 (150+ reviews)
11. SolarWinds
SolarWinds Service Desk is an incident management solution that empowers teams with automated processes.
However, you can’t visualize your incident workflow progress since the app doesn’t have Gantt charts.
Let’s see if this tool can help you wind up your work early and efficiently…
SolarWinds key features
- Automatically categorize, prioritize, and assign incident tickets to the right team member
- Uses artificial intelligence (AI) for faster incident closure & resolution
- Integrates with popular cloud applications like Google Workspace, Zendesk, and more
SolarWinds pricing
Request a custom quote from SolarWinds.
SolarWinds customer ratings
- G2: 4.3/5 (240+ reviews)
- Capterra: 4.6/5 (500+ reviews)
12. Spiceworks
Spiceworks is a web help desk software that helps IT teams to track, manage, and close every incident.
It drives service desk teams towards success instead of being driven crazy by endless requests and issues.
Too bad that it doesn’t come with a kanban board which means you can’t group tasks by status, assignee, priority, and more. 🤷
Still think this tool can add some spice to your incident management workflow?
Spiceworks key features
- Get monitoring features, alerts, and custom ticket attributes to manage incidents
- Use the website down checker when you think the app is down
- Receive push notifications and latest ticket updates directly on your phone (iOS and Android) or tablet
Spiceworks pricing
Spiceworks is a free incident tracking software.
Spiceworks customer ratings
- G2: 4.3/5 (290+ reviews)
- Capterra: 4.4/5 (490+ reviews)
13. Splunk Technology
Splunk Technology is a problem management tool that automates incident responses by routing a particular incident type to the right team member. This essentially reduces service downtime (and gives your customers more time to applaud your efforts)!
However, as it’s super-comprehensive, it also has a very steep learning curve and is expensive.
Splunk Technology key features
- Streamlines on-call schedules to quickly respond to incidents and outages
- Supported by advanced analytics to fix issues faster
- Identify urgent incidents using predictive machine learning
Splunk Technology pricing
Request a custom quote from Splunk Technology.
Splunk Technology customer ratings
- G2: 4.2/5 (280+ reviews)
- Capterra: 4.6/5 (130+ reviews)
14. Zendesk
Zendesk is an incident management system software that lets you solve customer complaints and increase customer satisfaction by connecting multiple incidents to one problem ticket. Additionally, the agent can address that particular problem ticket and resolve multiple issues at one go.
Unfortunately, it’s hard to export your data to other tools.
Will this incident management system help your team become more Zen? 💆
Zendesk key features
- For ease of resolution, the app classifies tickets into four types: a question, problem, incident, and a task
- Comes with its own knowledge base to empower support teams and improve incident management
- Initiates workflow triggered by ticket changes or time-based conditions
- Zendesk integrations
Zendesk pricing
Zendesk offers paid plans starting at $49/agent per month.
Zendesk customer ratings
- G2: 4.2/5 (2,700+ reviews)
- Capterra: 4.4/5 (2,600+ reviews)
Benefits of Using Incident Management Software
Incident management software can be a powerful tool, providing IT teams with the ability to quickly detect and resolve outages. This type of software has become increasingly popular in recent years as organizations want to better respond to customer incidents and efficiently manage their resources. Here are some of the benefits that make incident management software an essential part of any business:
1. Increased Visibility: Incident management software can provide IT teams with greater visibility into their systems and services, helping them detect incidents more quickly and take appropriate measures to resolve them. With an incident management system in place, it’s easier to see the status of outages or other issues before they become major problems.
2. Improved Collaboration: Incident management software can facilitate collaboration between teams, enabling them to quickly respond to customer incidents and share resources more efficiently. This makes it easier for organizations to address issues in a timely manner, resulting in better customer service and improved customer retention.
3. Automated Processes: Incident management software offers automated processes that can help streamline incident management and ensure that all steps are taken in a timely manner. This eliminates the need for manual processes, saves time, and reduces errors.
4. Security: Incident management software offers features such as security logs, notifications and real-time alerts that can help organizations better secure their data and systems against malicious attacks
Minimize Issues with Incident Management Software
With incident management software, your IT team can automate ticket assignments and use pre-built response templates to boost productivity further.
And while we did mention some decent apps, ClickUp is by far the most comprehensive tool that’ll keep your IT system and customer base stable.
With this product management software, you can manage incidents, classify them based on incident severity, stay on track with ClickUp Goals, and keep track of your team’s performance with Table Widgets.
In short, get the perfect solution to all the IT nightmares keeping your clients (and you) up at night!
Switch to ClickUp for free to avoid stalling and keep your organization running smoothly like a well-oiled machine.
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