10+ Best Incident Management Softwares 2021

Incident management software, with its ITIL application management function, combines people, processes, and technology, allowing for systematic tracking and incident management. ... IT Service Management (ITSM) provides you with a plan to design, deliver, and control IT services offered to customers.


Logo Name Sort Rating Sort CEO Pricing Sort Founded Sort Revenue Sort Employees Sort Location Sort Reviews Sort Customers Sort
Zendesk Incident Management Zendesk Incident Management 9.5 Mikkel Svane N/A 2007 $194 M
San Francisco 1658+ Reviews
150K +
Freshservice Incident Management Freshservice Incident Management 9.4 Girish Mathrubootham N/A 2010 $100 M
California 1587+ Reviews
10K +
SysAid Incident Management SysAid Incident Management 9.3 Sarah Lahav $1211 2002 $28.2 M
1658+ Reviews
55K +
Jira Incident Management Jira Incident Management 9.2 Mike Cannon-Brookes N/A 2002 $1.2 B
Sydney 1748+ Reviews
135K +
BriteCore BriteCore 9.1 Phillip Reynolds N/A 2009 $13 M
1874+ Reviews
2.3K +
ServiceNow Incident Management ServiceNow Incident Management 9 Bill McDermott N/A 2003 $4 B
Santa Clara 1658+ Reviews
4K +
PagerDuty PagerDuty 8.9 Jennifer Tejada N/A 2009 $84 M
San Francisco 1958+ Reviews
11K +
Opsgenie Opsgenie 8.8 Berkay Mollamustafaoglu N/A 2012 $10 M
Boston 1658+ Reviews
2K +
SolarWinds Service Desk SolarWinds Service Desk 8.7 Kevin B. Thompson $19 2007 $220 M
Austin 1658+ Reviews
300K +
xMatters xMatters 8.6 Troy McAlpin N/A 2000 $61 M
San Ramon
1587+ Reviews
650K +

Zendesk Incident Management

9.5 User Rating
Multi-channel support, Mobile support, Robust reporting Feature

Zendesk is an incident management software that provides a system for the service desk that automates the incident management workflow. It combines people, processes, and technology with its ITIL application management function, allowing systematic tracking and incident management. This integration solution, which includes its knowledge base, pinpoints the issue and ensures to address it immediately.

Freshservice Incident Management

9.4 User Rating
Knowledge Management, Service Catalog, Automation Feature

Freshservice is a reliable incident management software. It has a ticketing system that prioritizes the most glaring service quality issues down to the least, which helps to carry out prompt counteraction and resolution. Managers can see which team members are working on each ticket and monitor their progress. Freshservice also has an AI engine named Freddy that can assist teams in the entire incident management software.

SysAid Incident Management

9.3 User Rating
$1211 Price
IT Asset Management, Compliance Tracking, Configuration Management Feature

SysAid is a software that can automate a significant portion of the incident management process. SysAid can promptly log and report IT issues to your support staff for immediate action. Other than that, SysAid has multiple tools that help identify the root cause of issues and suggest the best countermeasures. Lastly, SysAid can track and record the progress of each incident and help measure end-user satisfaction.

Jira Incident Management

9.2 User Rating
Bugs and defect management, Wallboards, Customizable workflows Feature

Jira Software can improve your IT staff support’s response in resolving issues encountered by your end-users. Jira Software has the tools to streamline incident management and provide prompt customer service. It can also prioritize tasks and track the progress of each incident. Jira Software is what IT companies need to resolve IT issues without causing a significant downtime.


9.1 User Rating
Claims tracking, Client portal, Collaborative workspace Feature

BriteCore is a dynamic incident management software that can solve a great number of day-to-day business challenges. BriteCore’s tools enable smooth and prompt resolution. Customer service and support staff can effectively respond to the end users’ issues and successfully maintain decent CSAT levels. BriteCore can improve the good relationships between companies and customers.

ServiceNow Incident Management

9 User Rating
Field service automation, Demand management, Service creator Feature

ServiceNow Incident Management is a robust incident management solution that manages all areas of incident management processes. This software delivers extensive incident management functionalities that classify incidents according to their impact and urgency to prioritize work. On top of that, ServiceNow Incident Management has the capacity to log incidents, notify, and resolve them in one platform.



8.9 User Rating
Mobile Incident Management, Real-Time Collaboration, System & User Reporting Feature

PagerDuty is a high-quality software that has superior automation capabilities for incident management. It can help speed up response, improve stakeholder communication, and direct staff to the best countermeasures. PagerDuty can also help in establishing incident response training to improve support staff’s performance and customer satisfaction. In return, it reduces the cost and downtime of resolving incidents.


8.8 User Rating
API requests, Detailed tracking, Integration plugins Feature

Opsgenie is a powerful incident management software. It’s a platform that understands the adverse impacts of incidents on a business. Opsgenie has the tools to help you structure effective incident response frameworks, enhance stakeholder communications, and analyze incidents for future improvements. Opsgenie can bridge the gaps in incident management and establish pipelines to streamline the process.

SolarWinds Service Desk

8.7 User Rating
$19 Price
Benchmarking, Employee Service portal, Risk Detection Feature

SolarWinds Service Desk is a software that ensures your incident management is in top-notch form. SolarWinds can simplify your ticketing system, establish streamlined incident response frameworks, and reduce downtime with AI capabilities. It speeds up the incident management process without leaving out the essential steps. With SolarWinds, tickets will be closed faster than usual.


8.6 User Rating
Alerts and Notifications, Scheduling, News feed Feature

xMatters is an incident management tool that helps users find and prioritize the incidents that matter to their operations. This platform provides extensive incident management capabilities that oversee, evaluate, and collaborate various types of company incidents, allowing users to resolve them on time. With xMatters, users can also work and review incidents from a simple, intuitive command center.