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Incident Management reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

Best Incident Management Software for Medium-Sized Businesses

    Products classified in the overall Incident Management category are similar in many regards and help companies of all sizes solve their business problems. However, medium-sized business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Medium-Sized Business Incident Management to fit their needs. Compare product ratings based on reviews from enterprise users or connect with one of G2's buying advisors to find the right solutions within the Medium-Sized Business Incident Management category.

    In addition to qualifying for inclusion in the Incident Management Software category, to qualify for inclusion in the Medium-Sized Business Incident Management Software category, a product must have at least 10 reviews left by a reviewer from a medium-sized business.

    Top 10 Incident Management Software for Medium-Sized Businesses

    • SolarWinds Service Desk
    • Freshservice
    • PagerDuty
    • Jira Service Management
    • NinjaRMM
    • SolarWinds Web Help Desk
    • xMatters
    • Rundeck
    • Splunk On-Call
    • Squadcast

    Compare Medium-Sized Business Incident Management Software

    G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.
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    (636)4.4 out of 5
    Optimized for quick response
    Entry Level Price:$19 per month

    SolarWinds Service Desk, previously Samanage Service Platform, is an award-winning, fully integrated cloud-based service desk and IT asset management solution. With thousands of highly rated reviews across many directories, SolarWinds Service Desk is one of the world’s premier IT service management platforms. Based on ITSM best practices to create a platform that is as usable as it is cutting-edge by incorporating automation, artificial intelligence, and machine learning to help streamline IT

    (839)4.6 out of 5
    Optimized for quick response

    Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 40000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed, using ITIL best practice, to help IT organizations to focus on what’s most important – exceptional service delivery and customer satisfaction. In addition to supporting their service desk and ITSM needs, these customers choose Freshservice based on ease to use, speed of setup, customer service,

    (572)4.5 out of 5

    PagerDuty, Inc. (NYSE:PD) is a leader in digital operations management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Notable customers include GE, Cisco, Genentech, Electronic Arts, Cox Automotive, Netflix, Shopify, Zoom, DoorDash, Lu

    (640)4.2 out of 5
    Entry Level Price:0 /agent/month

    Jira Service Management empowers Dev and Ops teams to collaborate at high-velocity, so they can respond to business changes and deliver great customer and employee service experiences fast. Reshape what IT means to your business at

    (171)4.8 out of 5
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    NinjaRMM is an all-in-one remote monitoring and management platform that combines powerful, time-saving functionality with an intuitive, easy-to-use UI that MSPs and IT pros actually love to use. NinjaRMM increases business efficiency by combining monitoring, alerting, patching, antivirus, backup, and IT automation all within a single pane of glass. NinjaRMM has been named a Leader by G2Crowd and rated the #1 RMM across 8 categories, including ease of use, product direction, quality of support a

    (46)3.8 out of 5

    SolarWinds® Web Help Desk® (WHD) is designed as easy-to-use help desk and service desk ticketing and asset management software, that helps IT technicians and help desk support members simplify and streamline support from initial request to resolution. Key Features: • Single web interface to manage all support requests with ability to group tickets by request type, priority, client, and more • Easy-to-use ticketing system that uses rules to automate creating, routing, assigning, and tracking of

    (256)4.4 out of 5
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    xMatters helps enterprises prevent, manage and resolve IT incidents. xMatters industry-leading Service Availability platform prevents IT issues from becoming big business problems. Large enterprises, small workgroups, and innovative DevOps teams rely on its proactive issue resolution service to maintain operational visibility and control in today’s highly-fragmented IT environment. xMatters provides toolchain integrations to hundreds of IT management, security and DevOps tools. xMatters is the

    (130)4.4 out of 5
    Optimized for quick response

    Rundeck is runbook automation for incident management. Connect anyone in your organization with the expert self-service operations capabilities they need to get their job done. You'll improve productivity while having shorter incidents and fewer escalations. People are the most valuable parts of your company. Rundeck helps you remove the roadblocks, waiting, and interruptions that get in their way. Rundeck doesn't replace the tools, scripts, commands, and APIs that you use to do your work —

    (45)4.6 out of 5
    Optimized for quick response

    VictorOps uses IT and DevOps system data to support automated alerting, centralized information, and essential documentation. Teams receive context-rich notifications and collaborate cross-functionally, empowering faster incident resolution and reduced downtime.

    (53)4.5 out of 5
    Optimized for quick response
    Entry Level Price:$0 10 users

    Squadcast is an easy-to-use end-to-end incident response platform that helps tech teams adopt SRE best practices to maximize service reliability, accelerate innovation velocity and deliver outstanding customer experiences.

    (106)4.4 out of 5

    OnPage is a rock-solid reliable, end-to-end secure, real-time alerting system, ensuring that IT and healthcare teams never miss urgent alerts. OnPage persistent mobile alerts and on-call escalations help reduce mean time to repair (MTTR) and assist in achieving maximum patient satisfaction for care teams. OnPage's trusted platform consists of: > HIPAA-compliant messaging and file sharing > Configurable on-call schedules > Persistent, immediate eight-hour alerts on mobile > Real-tim

    (83)4.5 out of 5
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    Welcome to The LogicGate Risk Cloud. The LogicGate Risk Cloud™ is an end-to-end suite of applications that blend flexibility and out-of-the-box functionality to aggregate, manage, and mitigate the entire landscape of risk within an organization. Equipped with a quantitative understanding of their organization’s risk posture, business leaders can supercharge their risk programs and take on smarter risks and opportunities.

    (26)4.5 out of 5
    Entry Level Price:$19 /technician/month

    Alloy Navigator is an IT service and asset management solution that enables organizations of all sizes to manage their IT operations. This solution offers fully integrated help desk, network inventory and knowledge base capabilities, plus ITIL standards such as change and configuration management. Navigator also creates relationships automatically between meaningful data while providing a comprehensive view of IT infrastructure components. Alloy Navigator’s service desk manages tickets, assets,

    (163)4.2 out of 5
    Optimized for quick response

    ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance. It i

    (68)3.8 out of 5
    Optimized for quick response

    SunView Software is a leading provider of IT Service Management software that helps companies to better deliver, manage, and monitor IT services across the enterprise. ChangeGear's award-winning Service Smart Technology solution integrates Big Data and Machine Learning for a more positive experience. SunView is using innovations in artificial intelligence to drive smarter automation, predictive insights, and customer satisfaction. By combining cutting-edge technologies and a best-in-class softwa

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    Check out the G2 Grid® for the top Incident Management Software products. G2 scores products and sellers based on reviews gathered from our user community, as well as data aggregated from online sources and social networks. Together, these scores are mapped on our proprietary G2 Grid®, which you can use to compare products, streamline the buying process, and quickly identify the best products based on the experiences of your peers.
    High Performers
    SolarWinds Service Desk
    SolarWinds Web Help Desk
    Jira Service Management
    SunView ChangeGear
    Splunk On-Call
    LogicGate Risk Cloud
    Alloy Navigator
    Market Presence

    Learn More About Incident Management Software

    What is Incident Management Software?

    Incident management software helps businesses preserve the uptime of their digital assets. IT teams use incident management software to alert them to major problems or downtime, generate reports surrounding the outage or issue, and guide a plan of action in addressing the problem. These functionalities can be especially beneficial in situations where companies have numerous assets to monitor at once or when companies have one or a select few assets that are mission critical to a company’s success.

    Key Benefits of Incident Management Software

    • Instant, direct awareness — With incident management software, the appropriate teams will have instant alerts when key services or functions go down, and they’ll have reports elaborating the details. This information helps businesses get back up to full function more quickly.
    • Cost savings — Downtime can quickly cost businesses money and clients (both potential and current). Incident management solutions help businesses get back to full capacity more quickly, minimizing losses from downtime.

    Why Use Incident Management Software?

    Incident management solutions are incredibly valuable for ensuring your critical functions have as much uptime as possible. By notifying the exact people or teams needed to address an issue and preparing an immediate report of the issue, incident management software helps your teams find root causes and deal with them quickly.

    Particularly, incident management tools can notify all relevant team members or personnel in a variety of ways. Email is a fairly standard notification method, but some solutions can also automatically text or even call your personnel. These solutions can pair well with video conferencing software or audio conferencing software, as well, and automatically send meeting invites with the incident notifications so that conference calls can start immediately alongside the incident.

    Who Uses Incident Management Software?

    A business’ IT teams will be the strongest users of incident management software. Because the software is specifically designed for reporting any disturbances to proper workflow, incident management can be used to great effect by anyone from dedicated support teams to digital asset teams (databases, virtual servers, applications, etc.) and beyond. These teams can use incident management software in conjunction with other monitoring tools, service desk tools, and more.

    Kinds of Incident Management Software

    ITIL-Compliant vs. Non-ITIL-Compliant — ITIL (Information Technology Infrastructure Library) is a set of practices describing how IT services and service management ought to align with business practices. Most incident management software is designed to align with these ITIL practices, though not all are.

    Incident Management Software Features

    Incident assignment — Designate what constitutes a service function failure for your business.

    Immediate alerting — Email, text, and/or call all relevant personnel, notifying them of an issue’s occurrence and any pertinent details surrounding it.

    Standardized workflow — Note what failed and potential troubleshooting steps towards service restoration.

    Potential Issues with Incident Management Software

    Minor incident detection — Not all major incidents are going to display an immediate sign that something is wrong. In situations like that, it can be difficult to hit that one "key" factor that’s going to set off an incident alert. For potential issues like those that your company could potentially come across, consider setting up some warning alerts for signs of a possibly incoming major incident.

    Links to known issues — In IT and development, issues that have occurred before or frequently are called known issues. While some of these might be well known among your relevant teams, others might be obscure or even previously considered one-off issues. As a result, knowledge surrounding how to address the issue might be difficult to come by at first. Consider pairing an incident management solution with knowledge management software to assist your teams in more quickly addressing issues.