{"id":4608,"date":"2023-12-31T04:11:47","date_gmt":"2023-12-31T04:11:47","guid":{"rendered":"https:\/\/www.softwaretestingstuff.com\/?p=4608"},"modified":"2024-02-20T17:01:50","modified_gmt":"2024-02-20T17:01:50","slug":"incident-management-software","status":"publish","type":"post","link":"https:\/\/www.softwaretestingstuff.com\/incident-management-software","title":{"rendered":"10 Best Incident Management Software In 2024: An In-Depth Guide"},"content":{"rendered":"\n

People working in the IT industry are all too familiar with incidents. Database managers encounter \u201cIncidents.\u201d These are abruptions and exceptions that happen during normal procedures.<\/p>\n\n\n\n

Incident Management Tools take care of such abnormalities and help keep the operation smooth. An ideal software needs to be put through multiple ringers. It needs to jump through numerous hoops before taking on complex problems. It\u2019s not as easy as it looks!<\/p>\n\n\n\n

Even then, you\u2019ll find a myriad of options available on the internet. Everyone claims to be the \u201cBest\u201d at the job. Realistically speaking, which are some of the best incident management software out there?<\/p>\n\n\n\n

Which software gives you the least hassle and takes more of the burden away from your back? I\u2019ll be answering all these questions in this article.<\/p>\n\n\n\n

Comparison Chart Of Top 5 Incident Management Tools<\/h2>\n\n\n\n

Tools<\/strong><\/p><\/div><\/div><\/td>

FREE OPTION<\/strong><\/p><\/div><\/div><\/td>

Ratings And Reviews (G2)<\/strong><\/p><\/div><\/div><\/td>

Pricing<\/strong><\/p><\/div><\/div><\/td><\/tr>

<\/span> <\/div><\/div><\/td>

Free Forever<\/p><\/div><\/div><\/td>

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    4.5\/5<\/div> <\/div> <\/div><\/div>

    6,543 reviews
    <\/p><\/div><\/div><\/td>

Visit Website
<\/p>


<\/div><\/div> <\/a> <\/div><\/div><\/td><\/tr>
<\/span> <\/div><\/div><\/td>

Free Trial Available<\/p><\/div><\/div><\/td>

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    4\/5<\/div> <\/div> <\/div><\/div>

    78 reviews<\/p><\/div><\/div><\/td>

Visit Website<\/span>
<\/p>


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<\/span> <\/div><\/div><\/td>

Free Trial Available<\/p><\/div><\/div><\/td>

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    4\/5<\/div> <\/div> <\/div><\/div>

    201 reviews<\/p><\/div><\/div><\/td>

Visit Website<\/span>
<\/p>


<\/div><\/div> <\/a> <\/div><\/div><\/td><\/tr>
<\/span> <\/div><\/div><\/td>

15 days Free Trial<\/p><\/div><\/div><\/td>

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    4\/5<\/div> <\/div> <\/div><\/div>

    334 reviews<\/p><\/div><\/div><\/td>

Visit Website<\/span>
<\/p>


<\/div><\/div> <\/a> <\/div><\/div><\/td><\/tr>
<\/span> <\/div><\/div><\/td>

14-day Free trial<\/p><\/div><\/div><\/td>

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    4\/5<\/div> <\/div> <\/div><\/div>

    5504 reviews<\/p><\/div><\/div><\/td>

Visit Website<\/span>
<\/p>


<\/div><\/div> <\/a> <\/div><\/div><\/td><\/tr><\/tbody><\/table><\/div><\/div>\n\n\n\n\n

Some of the Top-Rated Incident Management Software We Recommend!<\/h2>\n\n\n\n

We tested a bunch of software before narrowing it down to 5. These are affordable and beginner-friendly, and they do a flawless job of minimizing irregularities in database management. Let\u2019s learn more about these tools.<\/p>\n\n\n\n

ClickUp<\/h3>\n\n\n\n
\"clickup<\/figure>\n\n\n\n

This little tool increases productivity and solves \u201cIncidents\u201d in the coding process at the same time. The best thing is this is suitable for companies of all sizes.<\/p>\n\n\n\n

The ability to set customized tags for each incident sets it apart from most tools. We found it handy. This minimizes the chance of further mishaps of the same kind. Hence, your team will be more productive. They\u2019ll be able to focus on other tasks.<\/p>\n\n\n\n

ClickUp does more than report incidents. It has intriguing features. We\u2019re talking board view functions. Users will find several options to group these functions under priority, assignee, and status. <\/p>\n\n\n\n

We liked the interactive dashboard system. It points out incidents. This helps coders to neutralize bugs before any issues arise. <\/p>\n\n\n\n

This tool understands which step of the solution needs to be prioritized. After getting the order right, it sets up a sequence. This will give the developers enough time to do things step-by-step.<\/p>\n\n\n\n

You\u2019ll also find \u201cEmail Clickup\u201d as a service. Thanks to this, people can communicate on the platform via email.<\/p>\n\n\n\n

Want to do multiple edits and tackle several incidents at the same time? Thanks to this tool, your team can! This is a huge timesaver. The developer team can attend to multiple incidents at the same time as well. If you don\u2019t want to tackle every incident by yourselves, feel free to automate the responses.<\/p>\n\n\n\n

This management software gives you a hand-free experience as well.<\/p>\n\n\n\n

Pricing:<\/h4>\n\n\n\n

\"clickup

Try ClickUp
<\/a><\/p>\n\n\n\n

MantisBT<\/h3>\n\n\n\n
\"MantisBT\"\/<\/figure>\n\n\n\n

MantisBT is a super-reliable incident tracking and management software. It seamlessly balances simplicity and efficiency. With this tool, you\u2019ll be able to ensure prompt and effortless collaboration with your clients.<\/p>\n\n\n\n

Primarily, Mantis Bug Tracker monitors software defects<\/a>. We could set this up within minutes.<\/p>\n\n\n\n

The notification panel, workflow patterns, and issue field that you see\u2026 are customizable. Hence, MantisBT gives us the ability to filter reports. We can receive only information on issues that directly affect our work.<\/p>\n\n\n\n

If this incident management software finds an issue, it immediately sends notifications to relevant teams. Then, it begins tracking the problem\u2019s status.<\/p>\n\n\n\n

Your developers will then get a time check on how soon the problem can be resolved. <\/p>\n\n\n\n

The good thing about MantisBT is it\u2019s a multi-faceted software. Meaning with the intuitive user interface, the tool is easy to handle. This software comes with additional plugins. These plugins facilitate project management, blogging, content management, programming, etc. <\/p>\n\n\n\n

You won\u2019t find a tutorial or \u201cHand Holding\u201d done for newbies. Everything is easy to understand. Beginner-level coders can handle the tool by themselves. Mantis BT\u2019s customizability is something to boast about. It allows users to work within their comfort zones while solving problems.<\/p>\n\n\n\n

This wonder tool allows Devs to \u201cTrack\u201d their moves. Hence, they will find out errors on the go and correct them when needed. However, you won\u2019t be able to log into the tool using Google or any social media.<\/p>\n\n\n\n

Before you decide to use the software, you can go for a test drive for free. The paid version starts from as low as $4.95.<\/p>\n\n\n\n

Pricing:<\/h4>\n\n\n\n

\"MantisBT

Try MantisBT
<\/a><\/p>\n\n\n\n

ServiceDesk Plus<\/h3>\n\n\n\n
\"ServiceDesk<\/figure>\n\n\n\n

ServiceDesk Plus is a fantastic management tool with intriguing features. It\u2019s designed for DevOps and MSP. <\/p>\n\n\n\n

Yes, ServiceDesk Plus does incident management. However, this tool will also help users track bugs<\/a>, does some SLA management, and facilitates self-service for the customers who need it. <\/p>\n\n\n\n

ServiceDesk Plus also has an impressive knowledge base on technical management solutions. The users will find plenty of articles there. <\/p>\n\n\n\n

On ServiceDesk Plus, you are in charge. You get to pick a package that facilitates change management. It is an IT management platform by itself. ServiceDesk Plus has an \u201cAutomatic Notification System.\u201d The client immediately knows what\u2019s up. You don\u2019t need to write lengthy emails. <\/p>\n\n\n\n

There can be several types of incidents. This intuitive tool assigns tickets to your development team according to their skills and area of expertise. This solves every incident in due time without backlogging. <\/p>\n\n\n\n

ServiceDesk Plus has three options – a standard plan, a professional package, and an enterprise package. The standard plan best suits developer teams that want \u201cHelpdesk software<\/a>\u201d functionality.<\/p>\n\n\n\n

If you\u2019re looking for a desktop solution and asset management, the \u201cProfessional Package\u201d is just for you.<\/p>\n\n\n\n

People with a large team of developers need the \u201cEnterprise\u201d mode. This mode provides \u201cFull-Stack IT Support.\u201d Teams can deploy it remotely or On-Site.<\/p>\n\n\n\n

If you\u2019re the user and run into a problem, you can reach customer service in several ways. Feel free to call them or shoot them an email. ServiceDesk Plus turns emails into tickets. <\/p>\n\n\n\n

The \u201cCustom Status Configuration\u201d mode is rather helpful. This allows you to track the responses to any incident. People can even track the individual teams and their processes in solving the issue. <\/p>\n\n\n\n

ServiceDesk Plus allows developer teams to define \u201cClosure\u201d rules. This crisis management tool ensures developer teams resolve any issue perfectly. It logs every incident and preventive measure. The chances of repeating the same problem are minimal. <\/p>\n\n\n\n

At the end of the day, your team is educated about each step of the process. This nifty software has a \u201cFreemium\u201d package, but you can also contact them for a customized solution.<\/p>\n\n\n\n

Pricing:<\/h4>\n\n\n\n

\"\"

Try ServiceDesk Plus
<\/a><\/p>\n\n\n\n

ServiceNow<\/h3>\n\n\n\n
\"ServiceNow\"\/<\/figure>\n\n\n\n

We hardly had to look elsewhere for the best incident management software. ServiceNow is the obvious choice. The tool won several awards for its contributions. This tool comes with NLU or Natural Language Understanding. Developer teams can send and process common virtual requests. <\/p>\n\n\n\n

We liked the organized dashboard it has. The UI is colorful and clutter-free. You\u2019ll find what you\u2019re looking for in various sections relatively easily.<\/p>\n\n\n\n

Feel free to use it with numerous third-party software as well. These include but aren\u2019t limited to Grabit, Vivid Charts, 4Facility, etc.  <\/p>\n\n\n\n

Yes, ServiceNow may have a good dashboard with vivid color coding. People will like it as well. But we advise you to keep your request list sorted. This tool discards ill-organized request lists on its own. <\/p>\n\n\n\n

It might take you some time to update closed requests. You will sometimes find these in the \u201cOpen Requests\u201d folder.<\/p>\n\n\n\n

While giving this software a test run, we found perks that enable users to log incidents, get notifications, and assign tasks to teams. This tool will categorize and prioritize incidents based on their severity and how urgently you need problems to be solved.<\/p>\n\n\n\n

This will give developers time to think and decide which problem they\u2019ll focus on and when.<\/p>\n\n\n\n

When you solve the problem, your team can do a postmortem of the issue. We call this \u201cRoot-Cause Analysis.\u201d This thing prevents the same problems from impacting your software in the future. As you\u2019ll be managing projects, end-users will have remote customer service.<\/p>\n\n\n\n

It\u2019ll instill their faith in your business.<\/p>\n\n\n\n

However, this incident management tool has its challenges. It\u2019ll take your team a long time to get to know this tool. The learning curve is steep, especially for beginners. <\/p>\n\n\n\n

Yes, it\u2019s one of the best tools for incident management. However, watching tutorials and jumping through the hoops can be tiresome for newbies.<\/p>\n\n\n\n

The silver Lining is, this ServiceNow has an app. Thanks to this, you can access the platform from anywhere and quickly resolve incidents.<\/p>\n\n\n\n

Pricing:<\/h4>\n\n\n\n

\"servicenow

Try Servicenow
<\/a><\/p>\n\n\n\n

Zendesk<\/h3>\n\n\n\n
\"Zendesk<\/figure>\n\n\n\n

Zendesk is on our list for several intriguing features. Firstly, it links several incidents to one ticket. It prompts a faster response and effective troubleshooting.<\/p>\n\n\n\n

ZenDesk divides tickets into four categories. Your issues will go into Problems, Questions, Tasks, or Incidents. Thanks to these categories, you can identify and troubleshoot problems quickly.  <\/p>\n\n\n\n

It synchronizes with multiple software and social media platforms. Twitter<\/a>, Facebook<\/a>, and WeChat<\/a> are just a few examples. Feel free to opt for the base plan when purchasing ZenDesk. <\/p>\n\n\n\n

However, you can add more products with it; it\u2019ll cost you more. <\/p>\n\n\n\n

People can integrate this with SendSafely, AmazonConnect, Team Viewer, and other tools.<\/p>\n\n\n\n

Zendesk allows companies to promote collaborations and communication among their teams and end-users. These things help in the timely resolution of a problem. People can do a postmortem of an issue as well. This will prevent further incidents.<\/p>\n\n\n\n

People can customize ZenDesk\u2019s Pre-Built Dashboard for every type of incident. Your customers will be able to notify you about several issues efficiently thanks to the \u201cTicket Routing System.\u201d <\/p>\n\n\n\n

ZenDesk will assign tickets according to the team\u2019s expertise. This way, incidents will be resolved quicker.<\/p>\n\n\n\n

Pricing:<\/h4>\n\n\n\n

\"Zendesk

Try Zendesk
<\/a><\/p>\n\n\n\n

Software Testing Tools Comparison Criteria<\/h2>\n\n\n\n

Let us be honest: we went through a thorough testing phase before recommending these tools to you. We looked at the following Features and Functionality when recommending this incident management software on our list today.<\/p>\n\n\n\n

Features and Functionality<\/h3>\n\n\n\n

Users look at the features and functionality of incident management systems to determine what is right for them. Although many incident management tools exist in the market, a few features may vary. The factors we look at to classify features and functionality include: <\/p>\n\n\n\n

Consolidated Alert System<\/strong><\/h4>\n\n\n\n

Is the software customizable, and does it serve all concerned departments? We looked for and found the answers in these tools. All the tools we picked are flexible and can adapt to multiple situations.<\/p>\n\n\n\n

If you decide to test a tool for its potency, make sure to find out if it can check for incidents from different sources like emails, phone calls, and social media. Your tool should organize them and report them to the relevant people. The ideal tool should have flexible and intuitive settings as well.<\/p>\n\n\n\n

Issue Categorization<\/strong><\/h4>\n\n\n\n

How does the tool categorize issues? Does the system generate keywords that can be helpful in the future when analyzing issues? Does it have a solid categorization system, and how often is it updated? <\/p>\n\n\n\n

Investigation Tools<\/strong><\/h4>\n\n\n\n

We looked into how a software support investigative actions into the incidents reported. The ideal tool should provide a sequence of events that occurred for every incident. <\/p>\n\n\n\n

Our focus on facts like, \u201cDoes the system have any suggestions for the type of corrective action to be taken for every incident?\u201d Suggesting corrective measures would be a big plus for the devlopers. It saves them some valuable time.<\/p>\n\n\n\n

While you\u2019re looking for a tool, look at the fact if there are significant reductions in the times used to resolve incidents or not. You\u2019ll be able to do some A\/B testing.<\/p>\n\n\n\n

Analytics and Reporting<\/strong><\/h4>\n\n\n\n

The tools you use should be able to report the incident correctly and in detail. There shouldn\u2019t be any complex jargon or data you can\u2019t interpret. These tools you see on our list can blend in with third-party software and import or export data to help analyze the situation better.<\/p>\n\n\n\n

Problem Management<\/strong><\/h4>\n\n\n\n

We Considered if the tool provides ways to get to the root cause of the problem. Also, the tools we selected break down the solutions into specific, actionable steps. It helps the users (especially beginners) focus on issue-solving quicker and move on to the next process steps.<\/p>\n\n\n\n

\"How<\/figure>\n\n\n\n

How Incident Management Tools Work?<\/h2>\n\n\n\n

These tools are coordinators. They coordinate and maintain synchronization between several processes. Hence, the problem gets resolved more quickly. Let us take you through the steps! <\/p>\n\n\n\n

Step 1: They Log Your Incidents!<\/strong><\/h3>\n\n\n\n

How a software logs incidents depend on the type of incident, we deal with. Crisis management software can log incidents through phone calls, messages, emails, etc. These logs include everything about the incidents. It allows the response team to act accordingly. <\/p>\n\n\n\n

Incident logging has a long-term benefit as well. The response team can keep these files to categorize and take action against similar incidents in the future. <\/p>\n\n\n\n

Step 2: These Tools Categorize Incidents<\/strong><\/h3>\n\n\n\n

How an incident is categorized depends on the software you\u2019re using. For example, the developer team can categorize these things based on urgency, status, and severity.<\/p>\n\n\n\n

Proper categorization of these incidents will help your teams in making important decisions. They will have the flexibility of deciding which incident to respond to first. Usually, teams respond to incidents affecting the most number of users first.<\/p>\n\n\n\n

Step 3: Crisis Management Tools Help Prioritize the Incidents<\/strong><\/h3>\n\n\n\n

Prioritization depends on a heap of factors. It\u2019ll help your team decide on which problem to solve first. Different companies follow different metrics to prioritize an incident. We\u2019ll list common ones bellow:<\/p>\n\n\n\n