# Best Incident Management Software *By [Tian Lin](https://research.g2.com/insights/author/tian-lin)* IT and DevOps incident management software is an end-to-end solution that responds to, reports on, and investigates digital incidents, alerting IT staff, generating problem reports, and automating resolution workflows to reduce downtime, bring critical information to the right people instantly, and enable faster response times. ### Core Capabilities of Incident Management Software To qualify for inclusion in the IT/DevOps Incident Management category, a product must: - Monitor and alert staff of incidents or critical errors - Integrate with team collaboration tools to notify responsible parties - Create a standardized workflow for handling incidents - Respond to, report, and investigate IT errors ### Common Use Cases for Incident Management Software IT professionals and DevOps teams use incident management software to minimize the impact of system disruptions and maintain service reliability. Common use cases include: - Detecting and escalating critical incidents to on-call teams through automated alerts - Coordinating cross-team incident response via integrated collaboration and notification workflows - Documenting and analyzing incidents post-resolution to identify root causes and prevent recurrence ### How Incident Management Software Differs from Other Tools Incident management software is often used as part of a broader [IT management](https://www.g2.com/categories/enterprise-it-management) strategy, working alongside [service desk](https://www.g2.com/categories/service-desk), [mobile device management (MDM)](https://www.g2.com/categories/mobile-device-management-mdm), and [identity management](https://www.g2.com/categories/identity-management) solutions to unify projects, automate tasks, and increase [team collaboration](https://www.g2.com/categories/team-collaboration). Unlike general IT monitoring tools, incident management platforms focus specifically on the structured workflow of detection, escalation, and resolution. ### Insights from G2 on Incident Management Software Based on category trends on G2, automated alerting and standardized escalation workflows stand out as top strengths. These platforms deliver reductions in mean time to resolution and improved on-call coordination as primary benefits of adoption. ## Top Incident Management Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5.0 (1,782 reviews) | ITIL-aligned incident workflows with CMDB context | "[ITSM - Go to solution to deal with all IT related services](https://www.g2.com/survey_responses/servicenow-it-service-management-review-6611007)" | | 2 | [NinjaOne](https://www.g2.com/products/ninjaone/reviews) | 4.7/5.0 (4,350 reviews) | Proactive endpoint incident detection with automated remediation | "[NinjaOne Workflows That Go Beyond RMM: Inventory, Compliance, Warranty Tracking, and More](https://www.g2.com/survey_responses/ninjaone-review-13100276)" | | 3 | [xMatters](https://www.g2.com/products/xmatters/reviews) | 4.5/5.0 (770 reviews) | Multi-channel on-call alerting with workflow automation | "[No-Code Flow Designer and Reliable Multi-Channel Escalations](https://www.g2.com/survey_responses/xmatters-review-12874202)" | | 4 | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5.0 (963 reviews) | Atlassian-native ITSM with dev-ops integration | "[Seamless Jira Integration That Streamlines Service Requests and Support Workflows](https://www.g2.com/survey_responses/jira-service-management-review-13071435)" | | 5 | [New Relic](https://www.g2.com/products/new-relic/reviews) | 4.4/5.0 (571 reviews) | Full-stack observability with distributed tracing | "[New Relic User Experience Review](https://www.g2.com/survey_responses/new-relic-review-10695865)" | | 6 | [PagerDuty](https://www.g2.com/products/pagerduty/reviews) | 4.5/5.0 (944 reviews) | Multi-channel on-call alerting with escalation policies | "[Reliable paging that keeps our Azure on-call rotation sane](https://www.g2.com/survey_responses/pagerduty-review-12831402)" | | 7 | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5.0 (1,291 reviews) | ITIL-aligned ticketing with workflow automation | "[Strong visibility and control, but takes effort to get it right](https://www.g2.com/survey_responses/freshservice-review-12723378)" | | 8 | [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) | 4.3/5.0 (776 reviews) | Asset-linked incident tracking with integrated change control | "[Ticketing and Asset Management in One Clean, Reliable Platform](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12714845)" | | 9 | [incident.io](https://www.g2.com/products/incident-io/reviews) | 4.8/5.0 (193 reviews) | Slack-native incident coordination with automated workflows | "[incident.io Streamlines Incident Management with Helpful Automations and Integrations](https://www.g2.com/survey_responses/incident-io-review-13095214)" | | 10 | [Rakuten SixthSense Observability](https://www.g2.com/products/rakuten-sixthsense-observability/reviews) | 4.6/5.0 (52 reviews) | — | "[A very good SAAS monitoring & observability tool](https://www.g2.com/survey_responses/rakuten-sixthsense-observability-review-11287792)" | ## G2 Grid® for Incident Management Software ![G2 Grid® for Incident Management Software plotting products by satisfaction and market presence](https://www.g2.com/categories/incident-management/grids.png?focus%5B%5D=71310&focus%5B%5D=25671&focus%5B%5D=27129&focus%5B%5D=5231&focus%5B%5D=139215&focus%5B%5D=17254&focus%5B%5D=2864&focus%5B%5D=2001) Highlighted products: ServiceNow IT Service Management, NinjaOne, xMatters, Jira Service Management, New Relic, PagerDuty, Freshservice, and SolarWinds Service Desk. Underlying data: [Grid® JSON](https://www.g2.com/categories/incident-management/grids.json?focus%5B%5D=servicenow-it-service-management&focus%5B%5D=ninjaone&focus%5B%5D=xmatters&focus%5B%5D=jira-service-management&focus%5B%5D=new-relic&focus%5B%5D=pagerduty&focus%5B%5D=freshservice&focus%5B%5D=solarwinds-service-desk) ## How Many Incident Management Software Products Does G2 Track? **Total Products under this Category:** 128 ### Category Stats (Jul 2026) - **Average Rating**: 4.42/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: SAS Fraud, Anti-Money Laundering & Security Intelligence (+0.7%) - Among all products in this category, SAS Fraud, Anti-Money Laundering & Security Intelligence recorded the largest rating increase compared to last month *Last updated: July 13, 2026* ## How Does G2 Rank Incident Management Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 16,700+ Authentic Reviews - 128+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## Which Incident Management Software Is Best for Your Use Case? - **Leader:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Highest Performer:** [incident.io](https://www.g2.com/products/incident-io/reviews) - **Easiest to Use:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews) - **Top Trending:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews) - **Best Free Software:** [Freshservice](https://www.g2.com/products/freshservice/reviews) --- **Sponsored** ### NINJIO Security Awareness NINJIO is a human risk management platform that reduces cybersecurity risk by combining personalized security coaching, engaging cybersecurity awareness training, and adaptive simulated phishing to build safer behaviors across your organization. Designed for companies of all sizes—from small businesses to global enterprises—NINJIO helps CISOs, security leaders, and IT teams reduce human-based cyber risk in a measurable, scalable way. Our platform goes beyond traditional security awareness training by addressing not just what employees know, but how they behave when confronted with real-world cyber threats. Key capabilities include: Cybersecurity Awareness Training: Bite-sized, story-driven episodes keep security top of mind, focusing on the latest attack techniques like phishing, smishing, and social engineering. Our Los Angeles-based production studio knows how to keep people engaged with Hollywood-style storytelling. Simulated Phishing Campaigns: Hyper-realistic, adaptive phishing tests mimic today’s most advanced threat tactics, helping employees practice real-time threat detection. Behavioral Risk Analysis: Every phishing simulation helps build an Emotional Susceptibility Profile, mapping how each user responds to psychological manipulation tactics such as fear, urgency, curiosity, and obedience. Personalized Security Coaching: Real-time microlearning provides immediate feedback when users click, report, or ignore phishing attempts—closing the gap between knowledge and action. NINJIO’s human risk management solution solves multiple cybersecurity challenges, including: Reducing phishing click rates and improving phish reporting rates Shortening attacker dwell time through faster employee reporting Identifying high-risk individuals based on behavioral data—not just quiz scores Cultivating a security-first mindset across the workforce By pairing emotionally intelligent training with data-driven insights, NINJIO equips organizations to mitigate human risk, reduce the chance of a breach, and build a resilient security culture. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=ppc&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1040&secure%5Bchosen_at%5D=2026-07-14T09%3A02%3A17Z&secure%5Bdisplayable_resource_id%5D=1195&secure%5Bdisplayable_resource_type%5D=Category&secure%5Bmedium%5D=sponsored&secure%5Bplacement_reason%5D=retargeted_product&secure%5Bplacement_resource_ids%5D%5B%5D=56380&secure%5Bprioritized%5D=false&secure%5Bproduct_id%5D=56380&secure%5Bresource_id%5D=1040&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fincident-management%3Fpage%3D4&secure%5Btoken%5D=f4269e2fb26eeaef7e45718d4508cf9f0c68eb15fc60c7161ca4e66b61806ad3&secure%5Burl%5D=https%3A%2F%2Fget.ninjio.com%2Flpg2&secure%5Burl_type%5D=free_trial) --- ## What Are the Top-Rated Incident Management Software Products in 2026? ### 1. [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) ServiceNow IT Service Management (ITSM) is a cloud-based IT service management solution built on the ServiceNow AI Platform that helps IT organizations manage the full lifecycle of IT service delivery, from incident detection to resolution, service requests to change management, on a single platform with a unified data model. ServiceNow ITSM is used by IT teams across industries including financial services, healthcare, technology, manufacturing, and government. It is designed for organizations that need to manage high volumes of IT service requests, incidents, and changes while reducing manual effort and improving response times. Typical users include service desk agents, incident managers, change managers, problem managers, IT operations leaders, and platform administrators. Core capabilities include: 1) Incident management: Automatically classify, prioritize, route, and resolve incidents using AI. AI agents can handle routine issues end-to-end without human intervention, from password resets to common access requests, while escalating complex cases to the right team with full context attached. 2) Change management: Assess risk, automate approvals, and manage change schedules with CMDB-powered impact analysis. Standard and low-risk changes can be automated to reduce bottlenecks, while high-risk changes go through structured review workflows. 3) Problem management: Identify root causes of recurring incidents and create known error records to prevent repeat issues. Problem workflows connect directly to incident data, so patterns surface faster and fixes reach the service desk without manual handoffs. 4) Service request fulfillment: Provide employees with a self-service catalog backed by AI-powered search and a virtual agent that can resolve common requests without a ticket reaching a human agent. 5) Knowledge management: Capture, organize, and surface institutional knowledge so agents and employees can find answers faster. AI suggests relevant knowledge articles during incident handling and self-service interactions, reducing repeat work across the service desk. ServiceNow ITSM uses platform-native AI and AI agents to automate routine IT work that traditionally required manual effort such as ticket classification, assignment, initial diagnosis, and common resolutions. This is distinct from bolt-on AI tools because the AI operates on the same data model as the service management workflows, which means it has real-time access to the CMDB, incident history, change schedules, and knowledge base without requiring separate integrations. The product also connects to ServiceNow IT Operations Management (ITOM), enabling organizations to extend from reactive IT service delivery to proactive and autonomous service operations. When ITSM and ITOM run on the same platform, operational events detected in the infrastructure can automatically generate and route incidents, attach root cause context, and trigger resolution workflows, ultimately reducing the gap between when an issue occurs and when it's resolved. ServiceNow ITSM aligns with ITIL practices and supports organizations at various stages of IT maturity, whether they are consolidating from fragmented point tools or extending an existing ServiceNow deployment into AI-driven automation. **Average Rating:** 4.5/5.0 **Total Reviews:** 1,782 **How Do G2 Users Rate ServiceNow IT Service Management?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.7/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.2/10) **Who Is the Company Behind ServiceNow IT Service Management?** - **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow) - **Company Website:** https://www.servicenow.com/ - **Year Founded:** 2004 - **HQ Location:** Santa Clara, CA - **Twitter:** @servicenow (55,548 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (35,081 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Consultant, Software Engineer - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 66% Enterprise, 19% Mid-Market #### What Are ServiceNow IT Service Management's Pros and Cons? **Pros:** - Ease of Use (168 reviews) - Incident Management (112 reviews) - Efficiency (100 reviews) - Features (97 reviews) - Automation (85 reviews) **Cons:** - Learning Curve (72 reviews) - Expensive (60 reviews) - Complexity (56 reviews) - Limited Customization (51 reviews) - Customization Difficulty (48 reviews) ### What Do G2 Reviewers Say About ServiceNow IT Service Management? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of ServiceNow IT Service Management, enabling efficient management of all service tasks. - Users appreciate the **rich platform for ITSM** that simplifies ticket management with visual dashboards and ease of use. - Users experience enhanced **efficiency** with ServiceNow, benefiting from streamlined service delivery and comprehensive tracking capabilities. - Users value the **extensive customization and integration capabilities** of ServiceNow IT Service Management for optimal IT processes. - Users appreciate the **strong automation capabilities** of ServiceNow, which streamline IT operations and enhance team communication. **Cons:** - Users find the **learning curve challenging** , requiring significant effort and knowledge to use ServiceNow effectively. - Users find the **licensing and implementation costs too high** , making it difficult for smaller teams to adopt effectively. - Users find the **complexity in configuration and setup** of ServiceNow IT Service Management challenging, especially without expertise. - Users find the **limited customization** options of ServiceNow IT Service Management frustrating, often hindering their data management experience. - Users find **customization difficult** , especially without expertise, leading to a steep learning curve and system complexity. #### What Are Recent G2 Reviews of ServiceNow IT Service Management? **"[Easy Ticketing and Clear Status Tracking in ServiceNow ITSM](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13074245)"** **Rating:** 4.5/5.0 stars *— Balram T.* [Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13074245) --- **"[ITSM - Go to solution to deal with all IT related services](https://www.g2.com/survey_responses/servicenow-it-service-management-review-6611007)"** **Rating:** 4.5/5.0 stars *— Tarique W.* [Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-6611007) --- #### What Are G2 Users Discussing About ServiceNow IT Service Management? - [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) - 3 comments - [What is service management software?](https://www.g2.com/discussions/what-is-service-management-software) - [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) - 1 comment - [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) - 1 comment - [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) - 2 comments ### 2. [NinjaOne](https://www.g2.com/products/ninjaone/reviews) NinjaOne is the unified IT operations platform that helps IT teams and managed service providers manage, secure, and support every endpoint from a single cloud-native console. Nearly 40,000 customers across 140+ countries use NinjaOne to replace fragmented point tools with one platform built to scale. The platform brings together the core work of modern IT operations: endpoint management, autonomous patch management, vulnerability management, endpoint and SaaS backup, remote access, and IT service desk. Teams monitor and control Windows, macOS, Linux, mobile, and virtual devices in one place, automate routine work with policy-based automation and human-centered AI, and cut the cost and risk that come from running many disconnected tools. NinjaOne serves internal IT teams and MSPs alike, from lean IT departments to mid-market and large enterprise organizations managing distributed, multi-site environments. Common uses include consolidating IT tooling, automating patching for security and compliance, managing distributed and hybrid workforces, improving endpoint visibility, and strengthening backup and ransomware readiness. NinjaOne has maintained a 98 percent customer satisfaction score for more than five years, backed by free unlimited onboarding and 24/7 support in seven languages. Organizations that move to NinjaOne report replacing four or more separate tools with the single platform. NinjaOne is FedRAMP Moderate Authorized and SOC 2 Type II and Type III compliant, and supports audit-ready compliance evidence across frameworks including CMMC, ISO 27001, and HIPAA. The mission behind the platform is simple: unify IT to simplify work, giving IT teams better tools and employees a great technology experience at work. **Average Rating:** 4.7/5.0 **Total Reviews:** 4,350 **How Do G2 Users Rate NinjaOne?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 6.5/10 (Category avg: 7.2/10) **Who Is the Company Behind NinjaOne?** - **Seller:** [NinjaOne](https://www.g2.com/sellers/ninjaone) - **Company Website:** https://www.ninjaone.com/ - **Year Founded:** 2013 - **HQ Location:** Austin, Texas - **Twitter:** @NinjaOne (3,607 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/6436301/ (2,376 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Owner - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 48% Mid-Market, 44% Small-Business #### What Are NinjaOne's Pros and Cons? **Pros:** - Ease of Use (1373 reviews) - Remote Access (867 reviews) - Features (852 reviews) - Automation (820 reviews) - Customer Support (733 reviews) **Cons:** - Missing Features (715 reviews) - Limited Features (396 reviews) - Improvement Needed (372 reviews) - Needs Improvement (362 reviews) - Feature Issues (306 reviews) ### What Do G2 Reviewers Say About NinjaOne? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of NinjaOne, finding it efficient for managing company assets seamlessly. - Users appreciate the **easy navigation and comprehensive remote access** features of NinjaOne for efficient device management. - Users appreciate the **automated updates and alerts** in NinjaOne, enhancing efficiency and simplifying device management. - Users appreciate the **automation capabilities** of NinjaOne, streamlining processes and enhancing productivity effortlessly. - Users highly value the **responsive and knowledgeable customer support** provided by NinjaOne, enhancing their overall experience. **Cons:** - Users find the **missing features** in NinjaOne's MDM and mobile app limit its overall effectiveness and usability. - Users express frustration over **limited features** , wishing for more basic options and better device management capabilities. - Users highlight the need for **improvement in search functionality** and faster delivery of new features in NinjaOne. - Users find the **search function lacking** and desire improved features and a better ticketing dashboard for metrics. - Users report encountering **feature issues** , particularly with function settings and auto-installation of applications. #### What Are Recent G2 Reviews of NinjaOne? **"[NinjaOne Workflows That Go Beyond RMM: Inventory, Compliance, Warranty Tracking, and More](https://www.g2.com/survey_responses/ninjaone-review-13100276)"** **Rating:** 5.0/5.0 stars *— Zach S.* [Read full review](https://www.g2.com/survey_responses/ninjaone-review-13100276) --- **"[Super Easy and Effective - Loved my Experience!](https://www.g2.com/survey_responses/ninjaone-review-9229992)"** **Rating:** 5.0/5.0 stars *— Kyle P.* [Read full review](https://www.g2.com/survey_responses/ninjaone-review-9229992) --- #### What Are G2 Users Discussing About NinjaOne? - [What is NinjaOne (formerly NinjaRMM) used for?](https://www.g2.com/discussions/what-is-ninjaone-formerly-ninjarmm-used-for) - 2 comments - [Does Office 365 Backup your data?](https://www.g2.com/discussions/does-office-365-backup-your-data) - 3 comments - [What does Dropsuite Backup?](https://www.g2.com/discussions/what-does-dropsuite-backup) - 1 comment ### 3. [xMatters](https://www.g2.com/products/xmatters/reviews) xMatters end-to-end incident management platform automates each step of the incident lifecycle—from event to resolution—reducing the frequency, duration, and cost of critical service disruptions. xMatters Purpose-built AI significantly slashes resolution times with seamless integration across any DevOps or ITSM toolchain, ensuring every team has the necessary context to avert disruptions before they occur. We partner with our customers to create workflows that lower MTTA/MTTR, increase customer and employee satisfaction, and improve compliance and reporting. Build operational resilience into your digital services and automate responses all the way to resolution with Everbridge xMatters. **Average Rating:** 4.5/5.0 **Total Reviews:** 770 **How Do G2 Users Rate xMatters?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.2/10) **Who Is the Company Behind xMatters?** - **Seller:** [Everbridge](https://www.g2.com/sellers/everbridge) - **Company Website:** https://www.everbridge.com - **Year Founded:** 2002 - **HQ Location:** Vienna, VA - **Twitter:** @Everbridge (4,786 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/33883 (1,609 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Incident Manager - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 58% Enterprise, 27% Mid-Market #### What Are xMatters's Pros and Cons? **Pros:** - Alerting System (62 reviews) - Ease of Use (54 reviews) - Alert Management (50 reviews) - Automation (43 reviews) - Notifications (40 reviews) **Cons:** - Complexity (26 reviews) - Learning Curve (22 reviews) - Alert Issues (17 reviews) - Complex Setup (16 reviews) - Difficult Setup (16 reviews) ### What Do G2 Reviewers Say About xMatters? *AI-generated summary from verified user reviews* **Pros:** - Users value the **reliable and fast incident notifications** , significantly improving communication and response during critical situations. - Users appreciate the **ease of use** of xMatters, benefiting from streamlined workflows and centralized information access. - Users value the **consistency of communication** in xMatters, enhancing incident management and response efficiency significantly. - Users commend the **powerful automation** features of xMatters for streamlining incident management and enhancing efficiency. - Users find **xMatters' notification system** essential for timely alerts, boosting efficiency and responsiveness in critical situations. **Cons:** - Users find the **complexity of the administrative interface** difficult, especially with the steep learning curve and setup time. - Users find the **steep learning curve** with xMatters challenging, especially for complex setups and workflows. - Users find the **alert issues** with xMatters frustrating, particularly regarding misdirected alerts and delayed mobile notifications. - Users find the **complex setup** challenging, requiring significant time investment to navigate the administrative interface effectively. - Users find the **difficult setup** of notification workflows to be time-consuming and prone to errors, impacting efficiency. #### What Are Recent G2 Reviews of xMatters? **"[X-Matters Makes 2 AM Escalations Effortless with Reliable Multi-Channel Alerts](https://www.g2.com/survey_responses/xmatters-review-12974416)"** **Rating:** 5.0/5.0 stars *— Alexander P.* [Read full review](https://www.g2.com/survey_responses/xmatters-review-12974416) --- **"[No-Code Flow Designer and Reliable Multi-Channel Escalations](https://www.g2.com/survey_responses/xmatters-review-12874202)"** **Rating:** 5.0/5.0 stars *— Zuhaib I.* [Read full review](https://www.g2.com/survey_responses/xmatters-review-12874202) --- #### What Are G2 Users Discussing About xMatters? - [What is xMatters used for?](https://www.g2.com/discussions/what-is-xmatters-used-for) - 1 comment ### 4. [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external stakeholders. Teams from Development to IT to HR use Jira Service Management to intake requests from employees, respond to incidents, deploy changes to improve products or services, track assets, surface knowledge, and automate workflows. **Average Rating:** 4.3/5.0 **Total Reviews:** 963 **How Do G2 Users Rate Jira Service Management?** - **Has the product been a good partner in doing business?:** 8.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Jira Service Management?** - **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian) - **Company Website:** https://www.atlassian.com/ - **Year Founded:** 2002 - **HQ Location:** Sydney and San Francisco - **Twitter:** @Atlassian (106,496 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/atlassian (21,081 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 42% Mid-Market, 38% Enterprise #### What Are Jira Service Management's Pros and Cons? **Pros:** - Ease of Use (46 reviews) - Integrations (32 reviews) - Automation (31 reviews) - Ticket Management (31 reviews) - Tracking Ease (29 reviews) **Cons:** - Learning Curve (33 reviews) - Complexity (28 reviews) - Steep Learning Curve (27 reviews) - Complex Setup (22 reviews) - Complex UI (16 reviews) ### What Do G2 Reviewers Say About Jira Service Management? *AI-generated summary from verified user reviews* **Pros:** - Users find **Jira Service Management easy to use** , facilitating collaboration and enhancing service delivery across teams. - Users value the **seamless integration** of Jira Service Management with Atlassian tools for enhanced team collaboration. - Users value the **built-in automation** in Jira Service Management, streamlining ticket management and reducing manual effort. - Users appreciate the **easy ticket management** in Jira Service Management, enhancing efficiency and user experience. - Users appreciate the **easy tracking** features of Jira Service Management, enhancing transparency and efficiency in service management. **Cons:** - Users find the **steep learning curve** of Jira Service Management challenging, especially for newcomers and non-technical teams. - Users find Jira Service Management's **steep learning curve** daunting, especially for new or non-technical teams. - Users find the **steep learning curve** of Jira Service Management challenging, particularly for new or non-technical teams. - Users find the **complex setup** of Jira Service Management challenging, complicating initial adoption for new and non-technical teams. - Users find the **complex UI** of Jira Service Management overwhelming, particularly for quick tasks and new users. #### What Are Recent G2 Reviews of Jira Service Management? **"[Jira Service Management for Efficient Ticket Tracking and Support Workflow](https://www.g2.com/survey_responses/jira-service-management-review-12817846)"** **Rating:** 5.0/5.0 stars *— Priyanka B.* [Read full review](https://www.g2.com/survey_responses/jira-service-management-review-12817846) --- **"[Seamless Jira Integration That Streamlines Service Requests and Support Workflows](https://www.g2.com/survey_responses/jira-service-management-review-13071435)"** **Rating:** 4.5/5.0 stars *— Ravindra N.* [Read full review](https://www.g2.com/survey_responses/jira-service-management-review-13071435) --- #### What Are G2 Users Discussing About Jira Service Management? - [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote - [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) - 1 comment - [Does Jira Service Desk include JIRA software?](https://www.g2.com/discussions/does-jira-service-desk-include-jira-software) - [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) - 1 comment - [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) - 2 comments ### 5. [New Relic](https://www.g2.com/products/new-relic/reviews) New Relic invented cloud APM for application engineers. Today it is a leader in observability and source of truth for all engineers to make decisions with data across their entire software stack and the software life cycle. There are an estimated 25 million engineers in the world across more than 25 distinct functions. As every company becomes a software company, engineers are using New Relic to gather real-time insights and trending data about the performance of their software so they can be more resilient and deliver exceptional customer experiences. Only New Relic provides an all-in-one platform that is built and sold as a unified experience. With New Relic, customers get access to a secure telemetry cloud for all metrics, events, logs, and traces; powerful full-stack analysis tools; and predictable user-based pricing. New Relic has also curated one of the industry’s largest ecosystems of open source integrations, making it easy for every engineer to get started with observability and use New Relic alongside their other favorite applications. **Average Rating:** 4.4/5.0 **Total Reviews:** 571 **How Do G2 Users Rate New Relic?** - **Has the product been a good partner in doing business?:** 8.5/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.9/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.5/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.9/10 (Category avg: 7.2/10) **Who Is the Company Behind New Relic?** - **Seller:** [New Relic](https://www.g2.com/sellers/new-relic) - **Company Website:** https://newrelic.com - **Year Founded:** 2008 - **HQ Location:** San Francisco, CA - **Twitter:** @newrelic (65,727 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/426253/ (3,053 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 43% Mid-Market, 30% Enterprise #### What Are New Relic's Pros and Cons? **Pros:** - Ease of Use (150 reviews) - Monitoring (117 reviews) - Real-time Monitoring (95 reviews) - Analytics (90 reviews) - User Interface (82 reviews) **Cons:** - Expensive (83 reviews) - Learning Curve (66 reviews) - Complexity (59 reviews) - Pricing Issues (53 reviews) - Difficult Learning (52 reviews) ### What Do G2 Reviewers Say About New Relic? *AI-generated summary from verified user reviews* **Pros:** - Users love the **intuitive and easy-to-use UI** of New Relic, facilitating quick access to vital metrics and data. - Users appreciate the **real-time monitoring** capabilities of New Relic, enabling proactive issue detection and resolution. - Users value the **real-time monitoring** of New Relic, enhancing their ability to manage performance efficiently. - Users appreciate the **detailed analytics** and intuitive interface of New Relic, enhancing their performance monitoring experience. - Users appreciate the **user-friendly interface** of New Relic, simplifying real-time visualization and enhancing user experience. **Cons:** - Users find New Relic's pricing model to be **expensive** , especially for small teams and high data volumes. - Users find the **steep learning curve** of New Relic challenging, complicating initial setup and usage for beginners. - Users find the **complexity** of New Relic's interface and setup process to be overwhelming and challenging. - Users find New Relic’s **pricing model expensive** for high data volumes and multiple users, impacting affordability. - Users find **difficult learning** curves for NRQL and features, emphasizing the need for better onboarding and guidance. #### What Are Recent G2 Reviews of New Relic? **"[New Relic User Experience Review](https://www.g2.com/survey_responses/new-relic-review-10695865)"** **Rating:** 5.0/5.0 stars *— bhavik m.* [Read full review](https://www.g2.com/survey_responses/new-relic-review-10695865) --- **"[End-to-End Observability That Makes Troubleshooting Faster](https://www.g2.com/survey_responses/new-relic-review-13057378)"** **Rating:** 4.5/5.0 stars *— Ravindra N.* [Read full review](https://www.g2.com/survey_responses/new-relic-review-13057378) --- #### What Are G2 Users Discussing About New Relic? - [What does observability mean?](https://www.g2.com/discussions/what-does-observability-mean) - [How do you use New Relic?](https://www.g2.com/discussions/how-do-you-use-new-relic) - [What is full stack visibility?](https://www.g2.com/discussions/what-is-full-stack-visibility) - 2 comments - [What is New Relic tool used for?](https://www.g2.com/discussions/what-is-new-relic-tool-used-for) - 1 comment ### 6. [PagerDuty](https://www.g2.com/products/pagerduty/reviews) PagerDuty helps organizations of all sizes deliver seamless digital experiences by providing real-time insights and automation through the PagerDuty Operations Cloud. Designed to manage critical incidents, PagerDuty enables teams to detect, assess, and resolve issues faster, preventing downtime and ensuring business continuity. Key Features and Product Functionality PagerDuty Operations Cloud is the heart of our platform, providing proactive incident response, on-call management, automated workflows, and AI-powered insights. With seamless integrations to over 700 tools, including monitoring and collaboration platforms, PagerDuty helps teams centralize their operations to improve service reliability and avoid disruption. What Makes us Different PagerDuty empowers teams to solve critical problems quickly and efficiently, enhancing operational resilience and improving overall performance. Trusted by leading organizations, the Operations Cloud is uniquely built to handle the complexities of today’s digital businesses. Our ability to deliver real-time incident resolution sets us apart, giving IT leaders and CIOs the confidence to maintain always-on services. Get Started Experience the power of the PagerDuty Operations Cloud. Learn more and start your free trial at www.pagerduty.com/free-trial **Average Rating:** 4.5/5.0 **Total Reviews:** 944 **How Do G2 Users Rate PagerDuty?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.1/10 (Category avg: 7.2/10) **Who Is the Company Behind PagerDuty?** - **Seller:** [PagerDuty](https://www.g2.com/sellers/pagerduty) - **Company Website:** https://www.pagerduty.com/ - **Year Founded:** 2009 - **HQ Location:** San Francisco, CA - **Twitter:** @pagerduty (24,689 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/482819/ (1,267 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 43% Mid-Market, 38% Enterprise #### What Are PagerDuty's Pros and Cons? **Pros:** - Alert Notifications (21 reviews) - Alerting System (19 reviews) - Alert Management (17 reviews) - Ease of Use (15 reviews) - Easy Integrations (15 reviews) **Cons:** - Alert Issues (12 reviews) - Expensive (8 reviews) - Complexity (7 reviews) - Inefficient Alert System (7 reviews) - Complex UI (6 reviews) ### What Do G2 Reviewers Say About PagerDuty? *AI-generated summary from verified user reviews* **Pros:** - Users value the **automated and priority-based notifications** of PagerDuty for ensuring timely responses to critical incidents. - Users appreciate the **automated and priority-based notifications** from PagerDuty, enhancing team responsiveness and reducing downtime. - Users value the **easy and reliable management of alerts** with PagerDuty, enhancing collaboration and ensuring critical issues are addressed. - Users find PagerDuty's **ease of use** exceptional, simplifying on-call management and incident response through its intuitive mobile app. - Users value the **easy integrations** with tools like Slack and AWS, enhancing collaboration and incident management. **Cons:** - Users find **alert issues** with PagerDuty, including inflexible integrations and confusion over incident management processes. - Users find PagerDuty to be **expensive** , especially for small teams with limited budgets and essential features locked behind paywalls. - Users find the **complexity of the interface** in PagerDuty can be daunting for new users. - Users experience an **inefficient alert system** in PagerDuty, leading to overwhelming noise and complexity in configuration. - Users find the **complex UI** of PagerDuty daunting, making navigation and alert management challenging for newcomers. #### What Are Recent G2 Reviews of PagerDuty? **"[Technical efficiency approach](https://www.g2.com/survey_responses/pagerduty-review-12856233)"** **Rating:** 4.0/5.0 stars *— Johnny C.* [Read full review](https://www.g2.com/survey_responses/pagerduty-review-12856233) --- **"[Reliable paging that keeps our Azure on-call rotation sane](https://www.g2.com/survey_responses/pagerduty-review-12831402)"** **Rating:** 4.5/5.0 stars *— Nik H.* [Read full review](https://www.g2.com/survey_responses/pagerduty-review-12831402) --- #### What Are G2 Users Discussing About PagerDuty? - [What is PagerDuty used for?](https://www.g2.com/discussions/what-is-pagerduty-used-for) - 2 comments - [Who are PagerDuty competitors?](https://www.g2.com/discussions/who-are-pagerduty-competitors) - [How much does PagerDuty cost?](https://www.g2.com/discussions/how-much-does-pagerduty-cost) - 1 comment - [Who uses PagerDuty?](https://www.g2.com/discussions/who-uses-pagerduty) - [What is PagerDuty software?](https://www.g2.com/discussions/what-is-pagerduty-software) ### 7. [Freshservice](https://www.g2.com/products/freshservice/reviews) Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees. **Average Rating:** 4.6/5.0 **Total Reviews:** 1,291 **How Do G2 Users Rate Freshservice?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.8/10 (Category avg: 7.2/10) **Who Is the Company Behind Freshservice?** - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Company Website:** https://www.freshworks.com/ - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc (19,020 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/freshworks-inc/ (7,505 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, IT Director - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 61% Mid-Market, 21% Enterprise #### What Are Freshservice's Pros and Cons? **Pros:** - Ease of Use (229 reviews) - Features (116 reviews) - Automation (101 reviews) - Ticketing System (101 reviews) - Ticket Management (92 reviews) **Cons:** - Missing Features (83 reviews) - Limited Features (56 reviews) - Limited Customization (47 reviews) - Learning Curve (45 reviews) - Ticketing Issues (44 reviews) ### What Do G2 Reviewers Say About Freshservice? *AI-generated summary from verified user reviews* **Pros:** - Users find Freshservice **easy to use** , appreciating its intuitive interface and effective ticket management capabilities. - Users love the **simple and friendly user interface** of Freshservice, making complex tasks easy to manage. - Users value the **automation capabilities** of Freshservice, simplifying complex tasks and optimizing helpdesk processes efficiently. - Users highlight the **ease of use** in Freshservice's ticketing system, enhancing efficiency in request management and tracking. - Users appreciate the **ease of ticket management** in Freshservice, enhancing efficiency and reducing follow-up emails. **Cons:** - Users are frustrated by the **missing features** , particularly the search function and slow development of necessary tools. - Users express frustration over **limited features** in Freshservice, feeling they lack essential functionalities compared to competitors. - Users express frustration with the **limited customization** options, making it challenging to tailor the interface and experience. - Users find the **steep learning curve** frustrating, as customization lacks adequate tutorials and guidance for complex features. - Users often face **ticketing issues** with Freshservice, citing limitations and missing features compared to competitors like Zendesk. #### What Are Recent G2 Reviews of Freshservice? **"[Strong visibility and control, but takes effort to get it right](https://www.g2.com/survey_responses/freshservice-review-12723378)"** **Rating:** 4.5/5.0 stars *— Brooks A.* [Read full review](https://www.g2.com/survey_responses/freshservice-review-12723378) --- **"[Powerful Ticketing, SLAs, Automations, and Analytics That Boost Agent Organization](https://www.g2.com/survey_responses/freshservice-review-12805161)"** **Rating:** 4.0/5.0 stars *— Davi A.* [Read full review](https://www.g2.com/survey_responses/freshservice-review-12805161) --- #### What Are G2 Users Discussing About Freshservice? - [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote ### 8. [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) Enterprise-grade ITSM that's actually easy to use — resolve issues up to 52% faster with AI, unified asset management, and native ITOps integration built in from day one. SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform that enables IT teams and other business departments to manage service requests, incidents, assets, and workflows in a unified environment. It is designed for IT professionals, service desk teams, and organizations looking to enhance their service management capabilities without the implementation overhead typically associated with enterprise ITSM tools. The platform covers incident management, problem management, change management, asset management, and CMDB in a single product. A configurable, drag-and-drop self-service portal and easy-to-use knowledge base allow end users to resolve common issues independently, while rule-based automations handle ticket routing, prioritization, escalation, and notifications without manual intervention. Customizable dashboards and reporting give teams visibility across incidents, requests, changes, and assets. AI capabilities are embedded directly into agent workflows; including ticket summarization, solution suggestions, intelligent incident/problem linking, response and resolution drafting, runbook generation, and knowledge base recommendations. These capabilities are available out of the box without additional configuration. The AI is scoped to surface relevant, actionable information at the right moment rather than requiring teams to build or maintain separate AI tooling. As part of the SolarWinds portfolio, Service Desk integrates natively with SolarWinds Observability and IT operations tools, allowing infrastructure alerts to automatically generate service desk tickets and giving technicians direct access to node health, recent changes, and other operational context within the incident record. Native integrations also include Microsoft Entra ID for user lifecycle management, Jira for cross-team escalation, Automox for patch management, and an open API for custom connections. Service Desk supports enterprise service management (ESM), enabling organizations to extend ITSM processes beyond IT, to departments such as HR, Facilities, and Legal, without additional products or professional services. For IT teams, the lift is minimal: new department portals are built on the same platform they already manage, using the same workflows, automations, and reporting. This gives IT centralized visibility and control across the organization, reducing the risk of departments adopting unauthorized tools to fill gaps in service coverage. Overall, SolarWinds Service Desk offers a robust set of features designed to enhance service management efficiency, without the headache. By integrating automation, customized workflows, and intelligent recommendations, it stands out as a comprehensive solution that not only addresses the immediate needs of IT teams but also supports broader organizational goals for improved service delivery. **Average Rating:** 4.3/5.0 **Total Reviews:** 776 **How Do G2 Users Rate SolarWinds Service Desk?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.4/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.4/10 (Category avg: 8.9/10) - **AI Text Generation:** 5.9/10 (Category avg: 7.2/10) **Who Is the Company Behind SolarWinds Service Desk?** - **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc) - **Company Website:** https://www.solarwinds.com - **Year Founded:** 1999 - **HQ Location:** Austin, TX - **Twitter:** @solarwinds (19,570 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/166039/ (2,824 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Systems Administrator - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 67% Mid-Market, 23% Enterprise #### What Are SolarWinds Service Desk's Pros and Cons? **Pros:** - Ticketing System (8 reviews) - Asset Management (7 reviews) - Ease of Use (7 reviews) - Ticket Management (7 reviews) - User Interface (5 reviews) **Cons:** - Missing Features (5 reviews) - Asset Management (4 reviews) - Insufficient Information (3 reviews) - Limited Features (3 reviews) - App Limitations (2 reviews) ### What Do G2 Reviewers Say About SolarWinds Service Desk? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **user-friendly ticketing system** of SolarWinds Service Desk, enhancing efficiency and simplifying support requests. - Users appreciate the **effective asset management** features of SolarWinds Service Desk, enhancing issue resolution and inventory tracking. - Users value the **ease of use** of SolarWinds Service Desk, appreciating its user-friendly design and seamless integration. - Users value the **easy-to-use ticket management** system, enhancing support and efficiency for teams of all sizes. - Users value the **simplified interface** of SolarWinds Service Desk, making ITSM processes easy and efficient. **Cons:** - Users find **missing features** in SolarWinds Service Desk, limiting customizations and third-party integrations for large enterprises. - Users find the **search functionality challenging** , leading to difficulties in asset management and potential data inconsistencies. - Users note **insufficient information** in SolarWinds Service Desk, leading to challenges in device management and data accuracy. - Users note the **limited features** of SolarWinds Service Desk, expressing a desire for more advanced automation and customizations. - Users face **app limitations** regarding features, customizations, and mobile access, impacting their overall experience with SolarWinds Service Desk. #### What Are Recent G2 Reviews of SolarWinds Service Desk? **"[Ticketing and Asset Management in One Clean, Reliable Platform](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12714845)"** **Rating:** 4.5/5.0 stars *— Verified User in Gambling & Casinos* [Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12714845) --- **"[Intuitive, All-in-One ITSM That Streamlines Ticketing and Asset Management](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126)"** **Rating:** 5.0/5.0 stars *— Lakhan N.* [Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126) --- #### What Are G2 Users Discussing About SolarWinds Service Desk? - [What is SolarWinds Service Desk used for?](https://www.g2.com/discussions/what-is-solarwinds-service-desk-used-for) - [How does help desk software work?](https://www.g2.com/discussions/solarwinds-service-desk-how-does-help-desk-software-work) - [What is remote service desk?](https://www.g2.com/discussions/what-is-remote-service-desk) - [What is the purpose of a service desk?](https://www.g2.com/discussions/what-is-the-purpose-of-a-service-desk) - [Is SolarWinds service desk on premise?](https://www.g2.com/discussions/is-solarwinds-service-desk-on-premise) ### 9. [incident.io](https://www.g2.com/products/incident-io/reviews) Incidents can be stressful, but they don’t have to be. incident.io helps tech-led businesses navigate incidents from declaration to post-mortem and well beyond. Built on the experience from thousands of incidents, from small bugs to SEV-1’s, incident.io eliminates anxiety, uncertainty, and chaos experienced by responders during an incident. With an elegantly-designed interface, streamlined and transparent communication channels via Slack, and powerful workflows that bring automation and flexibility to your response process, incident.io minimizes communication silos and helps eliminate manual processes. With incident.io, you can focus on improving your product’s reliability and reducing downtime. With over a dozen integrations with popular tools like PagerDuty, Jira, and Backstage, incident.io ensures seamless connectivity throughout the incident response process. Trusted by industry-leading companies, including Etsy, monday.com, and Skyscanner, incident.io empowers faster incident resolution and cultivates shared understanding of roles and responsibilities among your team members. End-to-end incident management from the first alert to the final follow-up, with On-call, incident response, and status pages in one powerful incident management platform. Leveraging powerful dashboards that provide deep insights, engineering teams can learn from past incidents and apply cumulative knowledge to build more resilient products. With an intuitive interface that can be used by everyone — from the SRE, to the CS rep, to the CEO — and a seamless user experience, incident.io meaningfully improves your incident management process so that you can spend less time responding to incidents and more time fostering customer trust. **Average Rating:** 4.8/5.0 **Total Reviews:** 193 **How Do G2 Users Rate incident.io?** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.3/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.8/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.2/10) **Who Is the Company Behind incident.io?** - **Seller:** [incident.io](https://www.g2.com/sellers/incident-io) - **Company Website:** https://incident.io - **Year Founded:** 2021 - **HQ Location:** New York, US - **Twitter:** @incident_io (3,684 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/incident-io/ (199 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Senior Software Engineer, Site Reliability Engineer - **Top Industries:** Computer Software, Financial Services - **Company Size:** 65% Mid-Market, 23% Enterprise #### What Are incident.io's Pros and Cons? **Pros:** - Ease of Use (55 reviews) - Slack Integration (45 reviews) - Customer Support (41 reviews) - Integrations (29 reviews) - Customer Satisfaction (25 reviews) **Cons:** - Missing Features (11 reviews) - Integration Issues (9 reviews) - Limited Customization (8 reviews) - Limited Features (8 reviews) - Feature Issues (7 reviews) ### What Do G2 Reviewers Say About incident.io? *AI-generated summary from verified user reviews* **Pros:** - Users find **incident.io incredibly easy to use** , streamlining incident management and enhancing their overall experience. - Users highlight the **powerful Slack integration** that simplifies incident management and enhances team collaboration. - Users praise the **helpful and responsive customer support** of incident.io, ensuring a seamless onboarding experience. - Users value the **exceptional integration capabilities** of incident.io, streamlining incident management directly through Slack. - Users value the **excellent customer satisfaction** of incident.io, praising its ease of use and integration features. **Cons:** - Users find **missing features** like internal reporting and SLA tracking an issue for enterprise-level needs and customization. - Users experience **integration issues** with incident.io, finding some systems lack mature connections and require manual steps. - Users find the **limited customization** options for notifications and reports somewhat restrictive but manageable overall. - Users feel the **limited features** of incident.io hinder customization and broader operational uses but appreciate ongoing improvements. - Users experience **feature issues** with incident.io, particularly with public API limitations and catalog creation difficulties. #### What Are Recent G2 Reviews of incident.io? **"[incident.io Streamlines Incident Management with Helpful Automations and Integrations](https://www.g2.com/survey_responses/incident-io-review-13095214)"** **Rating:** 4.5/5.0 stars *— Mark G.* [Read full review](https://www.g2.com/survey_responses/incident-io-review-13095214) --- **"[Seamless Integrations, Top-Notch Support, and Powerful AI Flows](https://www.g2.com/survey_responses/incident-io-review-13095223)"** **Rating:** 5.0/5.0 stars *— Vaggelis K.* [Read full review](https://www.g2.com/survey_responses/incident-io-review-13095223) --- #### What Are G2 Users Discussing About incident.io? - [What do you like most about incident.io for incident management, and what could be improved?](https://www.g2.com/discussions/what-do-you-like-most-about-incident-io-for-incident-management-and-what-could-be-improved) - 1 comment - [What is incident.io used for?](https://www.g2.com/discussions/what-is-incident-io-used-for) - 1 comment ### 10. [Rakuten SixthSense Observability](https://www.g2.com/products/rakuten-sixthsense-observability/reviews) In today's digital landscape, businesses need a powerful and comprehensive Application Performance Monitoring (APM) solution to stay ahead of the curve. Introducing Rakuten SixthSense Observability - a next-generation APM tool that transforms the way you monitor, analyze, and optimize your applications and infrastructure. With its robust suite of features and advanced analytics, Rakuten SixthSense Observability empowers you to proactively identify and resolve issues, streamline operations, and enhance customer experiences. Key Capabilities: • Comprehensive Monitoring and Alerting: Rakuten SixthSense Observability offers end-to-end monitoring of your applications, infrastructure, and network performance. With real-time alerting and customizable dashboards, you can quickly detect issues and gain actionable insights into the health and performance of your systems. • Distributed Tracing and Correlation: Gain full visibility into your application's performance with distributed tracing, which tracks transactions and requests across multiple services and components. This feature helps you identify bottlenecks, latency issues, and errors, making it easier to optimize your application and enhance customer experiences. • Anomaly Detection and Machine Learning: Leverage Rakuten SixthSense's advanced machine learning capabilities to automatically identify unusual patterns and deviations in application performance and resource utilization. This proactive approach enables you to detect and resolve issues before they impact your business and customers. • Advanced Analytics and Visualization: Rakuten SixthSense's rich data visualization and analytics tools allow you to dive deep into your application performance data. Generate custom reports, analyze trends, and uncover hidden patterns that can drive continuous improvement and optimization. • Log Management and Integration: Effortlessly collect, analyze, and store logs from various sources with Rakuten SixthSense's integrated log management feature. This seamless integration enables you to correlate log data with performance metrics and traces, providing a comprehensive understanding of your application's behaviour. • Scalability and Flexibility: Rakuten SixthSense Observability is built to scale with your growing business needs, supporting a wide range of applications, services, and infrastructure. Its flexible architecture allows you to customize the tool to your specific requirements and integrate it with other monitoring and observability solutions. Current Feature set: • Application Performance Monitoring: Full stack visibility across Java, PHP, Node.js, Python, Go and a lot more! Key Features include, Distributed Tracing, Profiling, Database Monitoring • Infrastructure Monitoring: Get a birds-eye view of your infrastructure health and gain granular insights with easy deployment Key Features include Kubernetes, VMs, Web Servers, Cloud Integrations • Digital Experience Monitoring: Improve the end-user experience of your applications mapped with contextual information of application performance metrics • Browser Monitoring: Metrics to optimize end users’ experience and help in improving application performance. • Mobile Monitoring: Monitor crashes, performance & usage metrics for your mobile applications • Synthetic Monitoring: Stimulate end-user transactions using low code, no code test scripts • VM Monitoring: VM monitoring capability lets you view your infrastructure performance and health of servers, virtual machines, containers, databases etc. at a glance. • SixthSense Cognitive Engine: Modern observability and the proactive approach using artificial intelligence. The application uses different AI/ML algorithms that can predict performance metrics with an accuracy of up to 98% and a confidence level of 90%. **Average Rating:** 4.6/5.0 **Total Reviews:** 52 **How Do G2 Users Rate Rakuten SixthSense Observability?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.3/10 (Category avg: 8.8/10) - **Constant Monitoring:** 10.0/10 (Category avg: 8.9/10) - **AI Text Generation:** 10.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Rakuten SixthSense Observability?** - **Seller:** [Rakuten SixthSense](https://www.g2.com/sellers/rakuten-sixthsense-f1af4c23-8be7-4bf4-a775-a4d50eebce5d) - **Year Founded:** 2016 - **HQ Location:** Bengaluru, IN - **LinkedIn® Page:** https://www.linkedin.com/company/rakuten-sixthsense/ (5 employees on LinkedIn®) - **Ownership:** TYO: 4755 **Who Uses This Product?** - **Who Uses This:** Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Games - **Company Size:** 47% Enterprise, 38% Mid-Market #### What Are Rakuten SixthSense Observability's Pros and Cons? **Pros:** - Monitoring (11 reviews) - Alerting System (9 reviews) - Customer Support (9 reviews) - Ease of Use (9 reviews) - Implementation Ease (9 reviews) **Cons:** - Complex Setup (3 reviews) - Poor Documentation (3 reviews) - Alert Issues (2 reviews) - Inefficient Alert System (2 reviews) - Insufficient Information (2 reviews) ### What Do G2 Reviewers Say About Rakuten SixthSense Observability? *AI-generated summary from verified user reviews* **Pros:** - Users value the **deep visibility** and AI-driven insights of Rakuten SixthSense for enhanced application performance monitoring. - Users appreciate the **efficient alerting system** that simplifies monitoring and provides quick access to root causes. - Users value the **excellent customer support** provided by Rakuten SixthSense, enhancing their experience with the platform. - Users appreciate the **ease of use** of Rakuten SixthSense Observability, facilitating quick identification and resolution of performance issues. - Users appreciate the **easy implementation** of Rakuten SixthSense, allowing quick access to vital performance insights. **Cons:** - Users find the **complex setup** necessary for Rakuten SixthSense Observability requires significant initial onboarding effort. - Users feel the **documentation is lacking** , making setup and navigation more challenging than necessary. - Users report issues with **false positive alerts** and desire enhanced functionality for error record notifications. - Users experience **inefficient alert system** with false positives and a lack of timely dashboard notifications for monitoring. - Users feel the **documentation needs improvement** , hindering effective usage of Rakuten SixthSense Observability. #### What Are Recent G2 Reviews of Rakuten SixthSense Observability? **"[A very good SAAS monitoring & observability tool](https://www.g2.com/survey_responses/rakuten-sixthsense-observability-review-11287792)"** **Rating:** 5.0/5.0 stars *— Verified User in Computer Games* [Read full review](https://www.g2.com/survey_responses/rakuten-sixthsense-observability-review-11287792) --- **"[Great monitoring tool!](https://www.g2.com/survey_responses/rakuten-sixthsense-observability-review-8230168)"** **Rating:** 5.0/5.0 stars *— Verified User in Information Technology and Services* [Read full review](https://www.g2.com/survey_responses/rakuten-sixthsense-observability-review-8230168) --- ### 11. [Xurrent IMR](https://www.g2.com/products/xurrent-imr/reviews) Xurrent IMR (Incident Management and Response) is an end-to-end platform designed to help infrastructure and support teams manage the full incident response lifecycle — from the first alert to the final post-mortem. Built for speed, clarity, and operational accountability, it gives on-call teams the structure they need to respond decisively when systems fail. At its core, Xurrent IMR brings together alert correlation, on-call scheduling, task delegation, and SLA compliance into a single, unified workflow. Rather than stitching together multiple point solutions, teams get a coherent system that handles every stage of incident response without context-switching. Key capabilities include: Intelligent alert routing and correlation: Custom routing rules and alert context surface the right information at the right time, helping teams accelerate root cause analysis and reduce noise. On-call management with escalation policies: Fully customizable schedules and escalation chains ensure incidents are acknowledged and resolved within SLA thresholds, with no gaps in coverage. Incident roles, task templates, and playbooks: Structured delegation frameworks reduce chaos during high-severity events, ensuring every team member knows their responsibilities before an incident strikes. Response automation: Automated workflows enable self-healing system behaviors, reducing mean time to resolution and minimizing manual intervention for recurring failure patterns. Advanced analytics and reporting: Team, service, and user-level reporting gives engineering and operations leaders the visibility to measure performance, identify gaps, and continuously improve. Xurrent IMR integrates with 150+ monitoring, observability, and ticketing tools — including Datadog, Prometheus, PagerDuty, Splunk, Jira, ServiceNow, Grafana, New Relic, and AWS CloudWatch — making it compatible with the stacks modern infrastructure teams already rely on. Whether managing a distributed engineering organization or a lean operations team, Xurrent IMR provides the coordination layer that turns reactive firefighting into a repeatable, measurable discipline. **Average Rating:** 4.5/5.0 **Total Reviews:** 182 **How Do G2 Users Rate Xurrent IMR?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.6/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.1/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.7/10 (Category avg: 7.2/10) **Who Is the Company Behind Xurrent IMR?** - **Seller:** [Xurrent](https://www.g2.com/sellers/xurrent) - **Company Website:** https://www.xurrent.com/ - **Year Founded:** 2010 - **HQ Location:** Santa Barbara, US - **Twitter:** @4me (250 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/xurrent/ (174 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 48% Mid-Market, 27% Small-Business #### What Are Xurrent IMR's Pros and Cons? **Pros:** - Ease of Use (50 reviews) - Alert Management (46 reviews) - Integrations (37 reviews) - Customer Support (33 reviews) - User Interface (32 reviews) **Cons:** - Missing Features (12 reviews) - Notification Issues (12 reviews) - Scheduling Issues (11 reviews) - Learning Curve (10 reviews) - Feature Issues (9 reviews) ### What Do G2 Reviewers Say About Xurrent IMR? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Xurrent IMR, finding implementation and integrations simple and user-friendly. - Users find the **easy alert handling** of Xurrent IMR invaluable for streamlining their incident management processes. - Users value the **seamless integrations** with various tools, enhancing usability and response during failures. - Users value the **responsive and helpful customer support** from Xurrent IMR, ensuring quick resolutions to their issues. - Users value the **smooth and easy-to-use UI** of Xurrent IMR, appreciating its beginner-friendly design and responsiveness. **Cons:** - Users find the **limited features** of Xurrent IMR restricting, affecting incident management and overall usability. - Users experience **notification issues** with Xurrent IMR, including spam alerts and unclear on-call swap updates. - Users face **scheduling issues** with Xurrent IMR, finding it unintuitive and cumbersome for cross-team alerting. - Users find the **steep learning curve** challenging, particularly due to a confusing interface and need for understanding incident management. - Users report **feature issues** such as navigation difficulties and a lack of automation affecting overall usability. #### What Are Recent G2 Reviews of Xurrent IMR? **"[Intuitive UI with strong features, but some features needs improvement](https://www.g2.com/survey_responses/xurrent-imr-review-12696020)"** **Rating:** 4.0/5.0 stars *— Verified User in Financial Services* [Read full review](https://www.g2.com/survey_responses/xurrent-imr-review-12696020) --- **"[Streamlined Incident Management with Great GCP Integration and Support](https://www.g2.com/survey_responses/xurrent-imr-review-12908520)"** **Rating:** 4.0/5.0 stars *— Hatim B.* [Read full review](https://www.g2.com/survey_responses/xurrent-imr-review-12908520) --- #### What Are G2 Users Discussing About Xurrent IMR? - [What is StatusCast used for?](https://www.g2.com/discussions/what-is-statuscast-used-for) - [What is Zenduty used for?](https://www.g2.com/discussions/what-is-zenduty-used-for) - 1 comment ### 12. [Pulseway](https://www.g2.com/products/pulseway/reviews) Pulseway is RMM software, built to help MSPs and IT teams reduce downtime, take control and become more efficient. Pulseway provides all-in-one IT monitoring and management software, filled with features and modules to boost your productivity straight out of the box and never miss critical alerts. - Pulseway’s comprehensive remote monitoring and management (RMM) software provides a complete view across your network. View operational data for workstations, servers, VMs, network devices and more, while resolving issues straight from the same interface. - Be instantly alerted to issues, resolve them before they become a problem and minimize downtime – across the network. - Let you and your team be fully productive from anywhere to deliver first-class customer service wherever you are. - Automate repetitive IT tasks and automatically fix issues before they become a problem. - Pulseway built-in Mobile Remote Control enables simple, reliable, and fluid remote access to any monitored systems. Access files, applications and control remote systems as if you were sitting right in front of them. Try Pulseway RMM today with a free 14-day no-commitment trial to see for yourself. **Average Rating:** 4.6/5.0 **Total Reviews:** 120 **How Do G2 Users Rate Pulseway?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.2/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.8/10 (Category avg: 8.9/10) - **AI Text Generation:** 5.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Pulseway?** - **Seller:** [MMSoft Design](https://www.g2.com/sellers/mmsoft-design) - **Year Founded:** 2011 - **HQ Location:** Dublin, Ireland - **Twitter:** @pulsewayapp (6,073 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1987200/ (47 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Owner - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 51% Small-Business, 43% Mid-Market #### What Are Pulseway's Pros and Cons? **Pros:** - Intuitive (9 reviews) - Easy Setup (8 reviews) - Implementation Ease (7 reviews) - Easy Integrations (6 reviews) - Integrations (6 reviews) **Cons:** - Limited Features (4 reviews) - Limited Compatibility (3 reviews) - Slow Performance (3 reviews) - Expensive (2 reviews) - Feature Issues (2 reviews) ### What Do G2 Reviewers Say About Pulseway? *AI-generated summary from verified user reviews* **Pros:** - Users value the **intuitive interface** of Pulseway, appreciating its ease of use and seamless customer support. - Users value the **easy setup** of Pulseway, which enhances efficiency and customer loyalty for their businesses. - Users enjoy the **implementation ease** of Pulseway, praising its quick setup and responsive support throughout the process. - Users value the **easy integrations** of Pulseway, simplifying implementation and enhancing overall system support and functionality. - Users value the **easy integrations** of Pulseway with other software, enhancing their overall support and management efficiency. **Cons:** - Users note the **limited features** of Pulseway, particularly in network monitoring and mobile app updates, affecting usability. - Users face **limited compatibility** issues, particularly with Microsoft Office integration and inconsistent experiences between apps. - Users experience **slow performance** with Pulseway, especially during peak hours, affecting ticketing and feature implementation. - Users find the **pricing very high** compared to other similar RMMS, suggesting improvements in the license cost. - Users express frustration with **feature issues** , citing unfinished modules, frequent logouts, and poor reporting functionality. #### What Are Recent G2 Reviews of Pulseway? **"[Brilliant Mobile Control and Versatile Remote Management](https://www.g2.com/survey_responses/pulseway-review-12750546)"** **Rating:** 4.5/5.0 stars *— Rinalon E.* [Read full review](https://www.g2.com/survey_responses/pulseway-review-12750546) --- **"[Pulseway’s Mobile-Friendly Remote Monitoring with Real-Time Alerts and Automation](https://www.g2.com/survey_responses/pulseway-review-12795320)"** **Rating:** 4.5/5.0 stars *— Luciana S.* [Read full review](https://www.g2.com/survey_responses/pulseway-review-12795320) --- #### What Are G2 Users Discussing About Pulseway? - [Is Pulseway cloud based?](https://www.g2.com/discussions/is-pulseway-cloud-based) - [Does Pulseway have a free version?](https://www.g2.com/discussions/does-pulseway-have-a-free-version) - [What can Pulseway monitor?](https://www.g2.com/discussions/what-can-pulseway-monitor) - 1 comment - [What is Pulseway used for?](https://www.g2.com/discussions/what-is-pulseway-used-for) ### 13. [Better Stack](https://www.g2.com/products/better-stack/reviews) Better Stack is an eBPF-based, AI SRE observability tool. It helps engineers ship high-quality software faster and be the hero of their engineering teams. **Average Rating:** 4.8/5.0 **Total Reviews:** 323 **How Do G2 Users Rate Better Stack?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.2/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.6/10 (Category avg: 8.9/10) - **AI Text Generation:** 6.6/10 (Category avg: 7.2/10) **Who Is the Company Behind Better Stack?** - **Seller:** [Better Stack](https://www.g2.com/sellers/better-stack-3c077b8c-37c5-4d79-9e19-15cf3bd1960b) - **Year Founded:** 2021 - **HQ Location:** San Francisco, CA - **Twitter:** @BetterStackHQ (10,698 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/betterstack/ (31 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, CTO - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 88% Small-Business, 8% Mid-Market #### What Are Better Stack's Pros and Cons? **Pros:** - Ease of Use (114 reviews) - Easy Setup (93 reviews) - User Interface (71 reviews) - Setup Ease (54 reviews) - Alerting System (52 reviews) **Cons:** - Expensive (22 reviews) - Missing Features (22 reviews) - Limited Features (13 reviews) - Pricing Issues (13 reviews) - Log Management (12 reviews) ### What Do G2 Reviewers Say About Better Stack? *AI-generated summary from verified user reviews* **Pros:** - Users commend the **ease of use** of Better Stack, highlighting its simple setup and reliable performance. - Users find the **easy setup** of Better Stack to be highly reliable and appreciated in their experiences. - Users love Better Stack's **intuitive UI** and seamless integration, significantly enhancing monitoring and workflow efficiency. - Users find the **setup ease** of Better Stack remarkable, allowing quick integration and efficient monitoring from the start. - Users value the **easy configuration and effective monitoring tools** of Better Stack, enhancing productivity effortlessly. **Cons:** - Users find the pricing to be **expensive** after the free tier, particularly for custom URL features. - Users note **missing features** in Better Stack, including lack of IPv6 support and basic functionality improvements. - Users find **limited features** in Better Stack, including slow custom domain setup and basic monitoring capabilities. - Users find the **pricing issues** concerning, especially the steep jump from the generous free tier to paid plans. - Users desire **improved log management** , citing challenges with viewing logs and a need for better storage options. #### What Are Recent G2 Reviews of Better Stack? **"[Polished UI and a Free Tier That Covers All My Domain Monitoring Needs](https://www.g2.com/survey_responses/better-stack-review-12970056)"** **Rating:** 5.0/5.0 stars *— Alejandro G.* [Read full review](https://www.g2.com/survey_responses/better-stack-review-12970056) --- **"[Better Stack Simplifies Monitoring, Alerting, and Logs with Fast, Reliable Outage Detection](https://www.g2.com/survey_responses/better-stack-review-12954208)"** **Rating:** 4.5/5.0 stars *— Ravindra N.* [Read full review](https://www.g2.com/survey_responses/better-stack-review-12954208) --- #### What Are G2 Users Discussing About Better Stack? - [Which tools can you use to monitor a website's Uptime?](https://www.g2.com/discussions/which-tools-can-you-use-to-monitor-a-website-s-uptime) - [What is Hexometer browser?](https://www.g2.com/discussions/better-uptime-what-is-hexometer-browser) - [What is betteruptime?](https://www.g2.com/discussions/what-is-betteruptime) - [Is better Uptime free?](https://www.g2.com/discussions/is-better-uptime-free) - 7 comments, 1 upvote ### 14. [Sherlocks.ai](https://www.g2.com/products/sherlocks-ai/reviews) Sherlocks.ai is an AI-driven SRE management tool that handles alerts, automates root cause analysis in seconds, and ensures system reliability 24/7. Your AI SRE teammate keeps your team from being awake at 2 AM, intelligently managing incidents, executing runbooks, and providing real-time insights. It helps teams prevent downtime, reduce operational toil, and maintain high-performing systems. Integrations takes less than 30 minutes. Sherlocks.ai connects seamlessly with popular observability and cloud tools like Kubernetes, Datadog, Prometheus, AWS, New Relic, and sends notifications directly to Slack. **Average Rating:** 4.9/5.0 **Total Reviews:** 28 **How Do G2 Users Rate Sherlocks.ai?** - **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 10.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.1/10 (Category avg: 8.9/10) - **AI Text Generation:** 9.5/10 (Category avg: 7.2/10) **Who Is the Company Behind Sherlocks.ai?** - **Seller:** [sherlocks.ai](https://www.g2.com/sellers/sherlocks-ai) - **Year Founded:** 2025 - **HQ Location:** Palo Alto, US - **LinkedIn® Page:** https://www.linkedin.com/company/sherlocks-ai/ (9 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 54% Small-Business, 36% Mid-Market #### What Are Sherlocks.ai's Pros and Cons? **Pros:** - Slack Integration (15 reviews) - Alert Management (9 reviews) - Integrations (9 reviews) - Customer Satisfaction (8 reviews) - Ease of Use (7 reviews) **Cons:** - Bug Issues (2 reviews) - Complexity (2 reviews) - Notification Issues (2 reviews) - Bugs (1 reviews) - Complex Setup (1 reviews) ### What Do G2 Reviewers Say About Sherlocks.ai? *AI-generated summary from verified user reviews* **Pros:** - Users value the **Slack integration** of Sherlocks.ai for its seamless communication and swift issue resolution capabilities. - Users value the **efficient alert management** of Sherlocks.ai, significantly enhancing their focus on critical infrastructure issues. - Users praise the **seamless integrations** of Sherlocks.ai, enhancing efficiency with immediate insights and streamlined communication. - Users commend the **exceptional customer satisfaction** provided by Sherlocks.ai, enhancing issue resolution and improving overall experience. - Users find **Sherlocks.ai incredibly easy to use** , streamlining incident response and improving communication across teams effortlessly. **Cons:** - Users experience **bug issues** with false alerts and local edge cases, requiring manual adjustments and additional support. - Users find the **initial configuration complex** , especially for smaller teams, but appreciate the responsive support. - Users experience **notification issues** due to noisy alerts in unique flows, needing extra tuning for importance. - Users report **edge-case automation errors** that necessitate manual adjustments or custom webhooks, impacting efficiency. - Users find the **complex setup** process of Sherlocks.ai challenging, requiring significant effort and support for customization. #### What Are Recent G2 Reviews of Sherlocks.ai? **"[Sherlocks.ai aligned our Dev and DevOps teams](https://www.g2.com/survey_responses/sherlocks-ai-review-12169432)"** **Rating:** 5.0/5.0 stars *— Deepank A.* [Read full review](https://www.g2.com/survey_responses/sherlocks-ai-review-12169432) --- **"[Sherlocks.ai Keeps Suprsend Reliable and Our Team Focused](https://www.g2.com/survey_responses/sherlocks-ai-review-11845627)"** **Rating:** 5.0/5.0 stars *— Gaurav V.* [Read full review](https://www.g2.com/survey_responses/sherlocks-ai-review-11845627) --- ### 15. [Rootly](https://www.g2.com/products/rootly/reviews) Rootly is the AI-native on-call and incident management platform that helps you resolve incidents faster, improve system resilience, and streamline on-call operations. It’s your always-on production AI copilot that automates root cause analysis and identifies patterns that drive continuous improvement—trusted by thousands of companies like LinkedIn, NVIDIA, Replit, Elastic, Canva, Clay, DoorDash, SoFi, and Superhuman. **Average Rating:** 4.8/5.0 **Total Reviews:** 70 **How Do G2 Users Rate Rootly?** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.4/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Rootly?** - **Seller:** [Rootly](https://www.g2.com/sellers/rootly) - **Company Website:** https://www.rootly.com - **HQ Location:** San Francisco, US - **Twitter:** @rootlyhq (2,019 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/rootlyhq/ (74 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 59% Mid-Market, 26% Enterprise #### What Are Rootly's Pros and Cons? **Pros:** - Ease of Use (19 reviews) - Customer Support (14 reviews) - Slack Integration (14 reviews) - Automation (11 reviews) - Integrations (11 reviews) **Cons:** - Feature Issues (5 reviews) - Integration Issues (4 reviews) - Missing Features (4 reviews) - Complexity (3 reviews) - Limited Features (3 reviews) ### What Do G2 Reviewers Say About Rootly? *AI-generated summary from verified user reviews* **Pros:** - Users find **Rootly's ease of use** exceptional, seamlessly integrating incident management into Slack to enhance collaboration. - Users value the **excellent customer support** from Rootly, ensuring effective incident management and seamless workflows throughout. - Users value the **Slack integration** of Rootly, enhancing collaboration and streamlining incident management effortlessly within their existing workflows. - Users value the **automated workflows** in Rootly, which simplify incident management and enhance team collaboration. - Users appreciate the **seamless integrations** of Rootly, enhancing collaboration and making incident management effortless. **Cons:** - Users find that the **feature issues** in Rootly hinder smooth reporting and integration with tools like Confluence. - Users note **integration issues** with Rootly, citing fewer native options and some workflows requiring refinement for better functionality. - Users note a **lack of out-of-the-box integrations** which can limit functionality compared to competitors. - Users find Rootly's **complexity** challenging, especially in setup and navigating numerous workflows without enough guidance. - Users note the **limited features** of Rootly, such as restricted channel use and complex workflow navigation. #### What Are Recent G2 Reviews of Rootly? **"[Friendly, Easy to Configure, Powerful and Highly Customizable for Incident Management](https://www.g2.com/survey_responses/rootly-review-12782702)"** **Rating:** 4.5/5.0 stars *— Guillermo S.* [Read full review](https://www.g2.com/survey_responses/rootly-review-12782702) --- **"[Flexible, Scalable Incident Workflows with Phenomenal Support](https://www.g2.com/survey_responses/rootly-review-12982904)"** **Rating:** 5.0/5.0 stars *— Alex M.* [Read full review](https://www.g2.com/survey_responses/rootly-review-12982904) --- #### What Are G2 Users Discussing About Rootly? - [What is Rootly - Manage Incidents on Slack used for?](https://www.g2.com/discussions/what-is-rootly-manage-incidents-on-slack-used-for) ### 16. [Grafana Labs](https://www.g2.com/products/grafana-labs/reviews) Grafana Labs provides an open and composable monitoring and observability stack built around Grafana, the leading open source technology for dashboards and visualization. There are more than 3,000 Grafana Labs customers, including Bloomberg, Citigroup, Dell Technologies, Salesforce, and TomTom, and more than 1 million active instances of Grafana around the world. Grafana Labs helps companies manage their observability strategies with the LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise offerings, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo) as well as extensive enterprise data source plugins, dashboard management, alerting, reporting, and security. Grafana Labs is backed by leading investors Lightspeed Venture Partners, Lead Edge Capital, GIC, Sequoia Capital, Coatue, and J.P. Morgan. Follow Grafana Labs on LinkedIn and Twitter or visit https://grafana.com. **Average Rating:** 4.5/5.0 **Total Reviews:** 156 **How Do G2 Users Rate Grafana Labs?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.1/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Grafana Labs?** - **Seller:** [Grafana Labs](https://www.g2.com/sellers/grafana-labs) - **Year Founded:** 2014 - **HQ Location:** New York - **Twitter:** @grafana (71,444 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/11062162/ (1,842 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, DevOps Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 45% Mid-Market, 28% Enterprise #### What Are Grafana Labs's Pros and Cons? **Pros:** - Data Visualization (18 reviews) - Ease of Use (18 reviews) - Dashboard Usability (17 reviews) - Real-time Monitoring (17 reviews) - Monitoring (16 reviews) **Cons:** - Learning Curve (16 reviews) - Complex Setup (13 reviews) - Learning Difficulty (12 reviews) - Difficult Learning (11 reviews) - Complexity (10 reviews) ### What Do G2 Reviewers Say About Grafana Labs? *AI-generated summary from verified user reviews* **Pros:** - Users benefit from Grafana's **intuitive and flexible data visualization** , making it easy to create interactive dashboards and insights. - Users appreciate the **ease of use** of Grafana, allowing efficient monitoring and seamless integration with multiple data sources. - Users appreciate the **intuitive and flexible dashboard usability** of Grafana, enhancing their data visualization experience significantly. - Users value the **real-time monitoring** of Grafana Labs, enabling efficient oversight of system performance and metrics. - Users appreciate the **flexibility and clarity** of Grafana Labs for effectively visualizing monitoring metrics and dashboards. **Cons:** - Users find the **learning curve steep** with Grafana Labs, especially for setup and navigating the interface. - Users find the **complex setup** of Grafana Labs overwhelming, especially when configuring dashboards and data sources. - Users find the **learning difficulty** of Grafana Labs challenging, particularly for those unfamiliar with tech setups and navigation. - Users find the **difficult learning** curve challenging, particularly when navigating advanced features and configurations in Grafana Labs. - Users find the **initial setup and configuration complex** , especially with query writing and managing multiple dashboards. #### What Are Recent G2 Reviews of Grafana Labs? **"[Powerful, Flexible Observability with Grafana Labs](https://www.g2.com/survey_responses/grafana-labs-review-12426276)"** **Rating:** 4.5/5.0 stars *— ALISHETTI S.* [Read full review](https://www.g2.com/survey_responses/grafana-labs-review-12426276) --- **"[Flexible, Clear Dashboards with Powerful Integrations and Alerting](https://www.g2.com/survey_responses/grafana-labs-review-12415989)"** **Rating:** 5.0/5.0 stars *— Jayanth Sai E.* [Read full review](https://www.g2.com/survey_responses/grafana-labs-review-12415989) --- #### What Are G2 Users Discussing About Grafana Labs? - [What framework does Grafana use?](https://www.g2.com/discussions/what-framework-does-grafana-use) - [What are the components of Grafana?](https://www.g2.com/discussions/what-are-the-components-of-grafana) - [What are the benefits of Grafana?](https://www.g2.com/discussions/what-are-the-benefits-of-grafana) - [What is Grafana software used for?](https://www.g2.com/discussions/what-is-grafana-software-used-for) ### 17. [Harness Platform](https://www.g2.com/products/harness-platform/reviews) Simplify your developer experience with the world's first AI-augmented software delivery platform. Upgrade your software delivery with Harness' innovative CI/CD, Feature Flags, Infrastructure as Code Management, and Chaos Engineering tools. We are a software delivery platform that helps developers and infrastructure engineers build and ship code for cloud and on-premise projects. We automate the continuous integration and continuous delivery (CI/CD) process to help teams build faster, ship more frequently, and improve quality, efficiency, and governance. We help companies in four key areas: Number one, we accelerate innovation through DevOps modernization. We provide an approach for software delivery that automates processes, reduces manual interventions, consolidates tools, and accelerates time-to-market for new products, features, and fixes. Number two, we improve developer experience. We give you the ability to attract, retain, and onboard high-caliber engineering talent while fostering a culture of continuous innovation and improvement. Number three, we secure software delivery. We give you the ability to integrate security into every phase of the SDLC. And last but not least is, we optimize cloud costs. We give you the ability to eliminate waste and to ensure that appropriate cloud resources are allocated at the right place at the right time. **Average Rating:** 4.6/5.0 **Total Reviews:** 300 **How Do G2 Users Rate Harness Platform?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10) **Who Is the Company Behind Harness Platform?** - **Seller:** [Harness](https://www.g2.com/sellers/harness-25016f40-e80f-4417-bea8-39412055d17a) - **Company Website:** https://harness.io/ - **Year Founded:** 2018 - **HQ Location:** San Francisco - **Twitter:** @HarnessWealth (1,389 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/harnessinc/ (1,701 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, DevOps Engineer - **Top Industries:** Computer Software, Financial Services - **Company Size:** 43% Enterprise, 38% Mid-Market #### What Are Harness Platform's Pros and Cons? **Pros:** - Ease of Use (114 reviews) - Features (73 reviews) - Feature Flags (49 reviews) - Easy Setup (40 reviews) - Easy Integrations (31 reviews) **Cons:** - Missing Features (23 reviews) - Limitations (20 reviews) - Limited Features (20 reviews) - Learning Curve (17 reviews) - Poor UI (16 reviews) ### What Do G2 Reviewers Say About Harness Platform? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Harness Platform, finding it simple to implement and configure for projects. - Users value the **ease of use and extensive targeting options** offered by the Harness Platform for projects. - Users praise the **user-friendly interface** of Harness Platform, simplifying feature flag management for all team members. - Users highlight the **easy setup** process of Harness Platform, leading to quick implementation and significant cost savings. - Users appreciate the **easy integrations** with SSO, simplifying access and enhancing the overall user experience. **Cons:** - Users note a **lack of multiple filtering options** and features that could enhance flexibility and ease of use. - Users face **limitations in configuration management** on Harness Platform, leading to workarounds and confusion in processes. - Users are frustrated by the **limited features** of Harness Platform, impacting flexibility and ease of use. - Users find that the **steep learning curve** of the Harness Platform can be overwhelming, especially for beginners. - Users find the **poor UI** of Harness Platform complex and challenging, impacting overall user experience. #### What Are Recent G2 Reviews of Harness Platform? **"[Harness - World of automation](https://www.g2.com/survey_responses/harness-platform-review-11792426)"** **Rating:** 4.5/5.0 stars *— Sunil A.* [Read full review](https://www.g2.com/survey_responses/harness-platform-review-11792426) --- **"[Best tool for cost optimization and Repository](https://www.g2.com/survey_responses/harness-platform-review-11543262)"** **Rating:** 5.0/5.0 stars *— Satendra V.* [Read full review](https://www.g2.com/survey_responses/harness-platform-review-11543262) --- #### What Are G2 Users Discussing About Harness Platform? - [What is Harness Continuous Delivery used for?](https://www.g2.com/discussions/what-is-harness-continuous-delivery-used-for) - 1 comment - [What is Propelo used for?](https://www.g2.com/discussions/what-is-propelo-used-for) - [What is Harness Cloud Cost Management used for?](https://www.g2.com/discussions/what-is-harness-cloud-cost-management-used-for) - [What is the difference between harness and Jenkins?](https://www.g2.com/discussions/what-is-the-difference-between-harness-and-jenkins) - 1 comment - [What is streaming Split IO?](https://www.g2.com/discussions/what-is-streaming-split-io) - 1 comment ### 18. [LogicGate Risk Cloud](https://www.g2.com/products/logicgate-risk-cloud/reviews) LogicGate is the Leading AI GRC Platform for the Enterprise, providing the flexibility, scalability, and intuitive automations that empower leaders to be more effective. The Risk Cloud platform offers a holistic view of enterprise-wide risk, combining AI-driven workflows, real-time insights, and seamless integrations to deliver actionable intelligence. With over 40 purpose-built applications, the no-code platform adapts to any environment and remains easy to use across the enterprise. LogicGate helps risk teams quantify their impact, align with business priorities, and move beyond compliance, supporting sustainable growth, improved operational efficiency, and a dynamic, predictive approach to risk and resilience. **Average Rating:** 4.6/5.0 **Total Reviews:** 189 **How Do G2 Users Rate LogicGate Risk Cloud?** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.3/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10) - **AI Text Generation:** 6.9/10 (Category avg: 7.2/10) **Who Is the Company Behind LogicGate Risk Cloud?** - **Seller:** [LogicGate](https://www.g2.com/sellers/logicgate) - **Company Website:** https://www.logicgate.com - **Year Founded:** 2015 - **HQ Location:** Chicago, IL - **Twitter:** @LogicGate (842 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10009944/ (243 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Financial Services, Insurance - **Company Size:** 52% Enterprise, 37% Mid-Market #### What Are LogicGate Risk Cloud's Pros and Cons? **Pros:** - Ease of Use (24 reviews) - Customizability (16 reviews) - Features (15 reviews) - Customization (13 reviews) - Intuitive (12 reviews) **Cons:** - Improvement Needed (5 reviews) - Learning Difficulty (5 reviews) - Missing Features (5 reviews) - Difficulty (4 reviews) - Inadequate Reporting (4 reviews) ### What Do G2 Reviewers Say About LogicGate Risk Cloud? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of LogicGate Risk Cloud, finding it flexible and user-friendly for implementation. - Users appreciate the **high customizability** of LogicGate Risk Cloud, enabling tailored solutions that suit their organization's needs. - Users appreciate the **flexibility and customization** of LogicGate Risk Cloud, allowing tailored solutions for diverse business needs. - Users appreciate the **highly customizable platform** of LogicGate Risk Cloud, effectively meeting diverse organizational needs. - Users value the **intuitive design** of LogicGate Risk Cloud, allowing easy customization and alignment with ERM policies. **Cons:** - Users find that **improvement is needed** in workflow customization, reporting, collaboration efficiency, and GUI aesthetics. - Users find the **learning difficulty** in LogicGate Risk Cloud challenging, especially for those without prior GRC experience. - Users find the **missing features** in LogicGate Risk Cloud hinder effective workflow customization and reporting capabilities. - Users find the **initial setup and calculations challenging** , especially without prior GRC experience, leading to complications. - Users find the **inadequate reporting** capabilities frustrating, hindering customization and detailed tracking of changes. #### What Are Recent G2 Reviews of LogicGate Risk Cloud? **"[Streamlined GRC Management with Customization Challenges](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12244168)"** **Rating:** 4.5/5.0 stars *— Rajesh S.* [Read full review](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12244168) --- **"[Streamlined GRC Tool with Excellent Training Resources](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12799613)"** **Rating:** 5.0/5.0 stars *— Samantha Z.* [Read full review](https://www.g2.com/survey_responses/logicgate-risk-cloud-review-12799613) --- #### What Are G2 Users Discussing About LogicGate Risk Cloud? - [What is LogicGate Risk Cloud used for?](https://www.g2.com/discussions/what-is-logicgate-risk-cloud-used-for) ### 19. [SAS Fraud, Anti-Money Laundering & Security Intelligence](https://www.g2.com/products/sas-sas-fraud-anti-money-laundering-security-intelligence/reviews) What is SAS Fraud, Anti-Money Laundering & Security Intelligence? Software solutions in the SAS Fraud, Anti-Money Laundering and Security Intelligence suite deliver fast, on-target insights through AI and analytics so organizations can address their fraud, improper payments, financial crimes, public safety and investigational challenges more productively. **Average Rating:** 4.2/5.0 **Total Reviews:** 73 **How Do G2 Users Rate SAS Fraud, Anti-Money Laundering & Security Intelligence?** - **Has the product been a good partner in doing business?:** 8.2/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 4.2/10 (Category avg: 8.8/10) - **Constant Monitoring:** 6.1/10 (Category avg: 8.9/10) - **AI Text Generation:** 0.0/10 (Category avg: 7.2/10) **Who Is the Company Behind SAS Fraud, Anti-Money Laundering & Security Intelligence?** - **Seller:** [SAS Institute Inc.](https://www.g2.com/sellers/sas-institute-inc-df6dde22-a5e5-4913-8b21-4fa0c6c5c7c2) - **Company Website:** https://www.sas.com/ - **Year Founded:** 1976 - **HQ Location:** Cary, NC - **Twitter:** @SASsoftware (60,863 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1491/ (18,638 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Banking, Financial Services - **Company Size:** 51% Enterprise, 31% Mid-Market #### What Are SAS Fraud, Anti-Money Laundering & Security Intelligence's Pros and Cons? **Pros:** - Ease of Use (10 reviews) - Fraud Prevention (9 reviews) - Efficiency (8 reviews) - Data Analytics (7 reviews) - Decision Making (7 reviews) **Cons:** - Learning Difficulty (9 reviews) - Difficulty (8 reviews) - Expensive (7 reviews) - Learning Curve (7 reviews) - Complexity (6 reviews) ### What Do G2 Reviewers Say About SAS Fraud, Anti-Money Laundering & Security Intelligence? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of SAS Fraud, facilitating seamless data integration and user-friendly operations. - Users praise the **comprehensive and adaptable fraud prevention** features of SAS, enhancing decision-making and response to threats. - Users appreciate the **efficiency** of SAS Fraud, leveraging advanced analytics for effective fraud detection and management. - Users value the **immediate response to current fraud patterns** provided by SAS Fraud's analytics capabilities for informed decision-making. - Users value the **immediate responsiveness** to fraud patterns, enhancing decision-making efficiency in analytics and security intelligence. **Cons:** - Users find a **steep learning curve** with SAS Fraud, Anti-Money Laundering & Security Intelligence, requiring significant training and adaptation. - Users find the **complex configuration and learning curve** of SAS Fraud challenging, impacting their overall experience. - Users find the product to be **expensive** , making it less accessible for smaller organizations lacking dedicated IT support. - Users report a **challenging learning curve** with SAS Fraud, affecting initial usability and configuration adjustments. - Users face challenges with the **complexity of configuration and user interface** , making full utilization difficult for smaller organizations. #### What Are Recent G2 Reviews of SAS Fraud, Anti-Money Laundering & Security Intelligence? **"[SAS Fraud & AML: Clear Alerts, Stable Performance, Smarter Case Prioritization](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-12980531)"** **Rating:** 4.5/5.0 stars *— George Picado P.* [Read full review](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-12980531) --- **"[Powerful Real-Time Detection with Room for Optimization](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-13060466)"** **Rating:** 5.0/5.0 stars *— Shivam G.* [Read full review](https://www.g2.com/survey_responses/sas-fraud-anti-money-laundering-security-intelligence-review-13060466) --- #### What Are G2 Users Discussing About SAS Fraud, Anti-Money Laundering & Security Intelligence? - [What is Fraud / Security Intelligence used for?](https://www.g2.com/discussions/what-is-fraud-security-intelligence-used-for) - 2 comments - [What is SAS Anti-Money Laundering used for?](https://www.g2.com/discussions/sas-anti-money-laundering-what-is-sas-anti-money-laundering-used-for) ### 20. [Alloy Navigator](https://www.g2.com/products/alloy-navigator/reviews) Alloy Navigator is an AI-powered 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 creates relationships automatically between meaningful data while providing a comprehensive view of IT infrastructure components. Alloy Navigator’s service desk manages tickets, assets, incidents, changes, work orders and more within a single interface. Workflow management engine inside Alloy Navigator enables users to design custom IT processes. These can be altered to the specific needs of the business and personnel and might even include AI-driven steps. The solution also offers an online web portal, self-service portal for end users, and mobile apps for technicians and end-users. The Self-Service Portal is equipped with an AI Assistant to resolve routine questions of end-users, freeing IT for bigger challenges. Alloy Navigator gives users the ability to one-click audit their entire network, conduct a physical inventory with a barcode scanner and ensure compliance in software licensing. End users and admins also have access to interactive dashboards, scheduled reporting and real-time views for timely analysis. **Average Rating:** 4.8/5.0 **Total Reviews:** 102 **How Do G2 Users Rate Alloy Navigator?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.1/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.6/10 (Category avg: 8.9/10) **Who Is the Company Behind Alloy Navigator?** - **Seller:** [Alloy Software](https://www.g2.com/sellers/alloy-software) - **Year Founded:** 2002 - **HQ Location:** Bloomfield, NJ - **Twitter:** @AlloySoftware (466 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/alloy-software/ (16 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Marketing and Advertising - **Company Size:** 75% Small-Business, 35% Mid-Market #### What Are Alloy Navigator's Pros and Cons? **Pros:** - Asset Management (32 reviews) - Ease of Use (31 reviews) - Ticketing System (27 reviews) - Ticket Management (27 reviews) - Automation (21 reviews) **Cons:** - Learning Curve (13 reviews) - Complex Setup (12 reviews) - Limited Customization (11 reviews) - Setup Difficulty (11 reviews) - Poor Interface Design (8 reviews) ### What Do G2 Reviewers Say About Alloy Navigator? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **excellent asset discovery feature** of Alloy Navigator, streamlining visibility and management of IT resources. - Users appreciate the **ease of use** of Alloy Navigator, which simplifies workflows and enhances ticket management efficiency. - Users value the **seamless integration of ticketing and asset management** in Alloy Navigator, enhancing visibility and efficiency. - Users appreciate the **seamless integration of ticketing and asset management** in Alloy Navigator, enhancing workflow efficiency and visibility. - Users value the **automation capabilities** of Alloy Navigator, streamlining workflows across multiple departments effortlessly. **Cons:** - Users find the **learning curve steep** due to overwhelming customization and insufficient onboarding guides for newcomers. - Users find the **complex setup** challenging initially, requiring extra training and experimentation for custom workflows. - Users find Alloy Navigator **limited in customization** , making it challenging for flexible and creative collaboration. - Users find the **setup difficulty** challenging, requiring effort and training for smooth configuration of Alloy Navigator. - Users find the **poor interface design** of Alloy Navigator hampers usability and requires extensive training for new hires. #### What Are Recent G2 Reviews of Alloy Navigator? **"[Self-Service Portal Transformed Support for Teachers and Staff](https://www.g2.com/survey_responses/alloy-navigator-review-13090627)"** **Rating:** 5.0/5.0 stars *— Zakria J.* [Read full review](https://www.g2.com/survey_responses/alloy-navigator-review-13090627) --- **"[Rock-Solid Reliability: Alloy Navigator Stays Stable Under Heavy Use](https://www.g2.com/survey_responses/alloy-navigator-review-12743602)"** **Rating:** 5.0/5.0 stars *— Jack L.* [Read full review](https://www.g2.com/survey_responses/alloy-navigator-review-12743602) --- #### What Are G2 Users Discussing About Alloy Navigator? - [What is the use of Alloy Navigator?](https://www.g2.com/discussions/what-is-the-use-of-alloy-navigator) - [What is Alloy in Software?](https://www.g2.com/discussions/what-is-alloy-in-software) - [What is Alloy Navigator?](https://www.g2.com/discussions/what-is-alloy-navigator) ### 21. [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) 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 is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction. Furthermore, the Standard Edition is FREE forever for both the on-premise and on-demand models upto 5 technicians! Don't take our word for it. Try the 30-day free trial and watch ServiceDesk Plus simplify your IT operations. https://www.manageengine.com/products/service-desk/download.html Features ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below. Incident management: Gain control of your help desk With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident! Problem management: Go beyond firefighting Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem. Change management: Manage changes with precision Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes. Asset management: Track and manage assets with ease Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance. IT project management: Deliver IT projects on time You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success! Purchases and contracts management: Track IT purchases and contracts Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry. Self service portal: Deflect tickets from your service desk Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets. Service catalog: Showcase your IT services Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request. CMDB: Get the bigger picture ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making. Service level agreement: Ensure timely service delivery Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met. Reports: Derive decisions with the right data Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance! Extensions and integrations: Collaborate easily with other IT systems Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT! **Average Rating:** 4.2/5.0 **Total Reviews:** 242 **How Do G2 Users Rate ManageEngine ServiceDesk Plus?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.9/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.6/10 (Category avg: 7.2/10) **Who Is the Company Behind ManageEngine ServiceDesk Plus?** - **Seller:** [Zoho](https://www.g2.com/sellers/zoho-b00ca9d5-bca8-41b5-a8ad-275480841704) - **Year Founded:** 1996 - **HQ Location:** Austin, TX - **Twitter:** @Zoho (137,880 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/38373/ (30,766 employees on LinkedIn®) - **Phone:** +1 (888) 900-9646 **Who Uses This Product?** - **Who Uses This:** System Administrator, IT Manager - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 59% Mid-Market, 31% Enterprise #### What Are ManageEngine ServiceDesk Plus's Pros and Cons? **Pros:** - Ease of Use (9 reviews) - Features (8 reviews) - User Interface (7 reviews) - Asset Management (6 reviews) - Customer Support (6 reviews) **Cons:** - Complexity (4 reviews) - Complex Setup (4 reviews) - Learning Curve (4 reviews) - Steep Learning Curve (4 reviews) - Limited Features (3 reviews) ### What Do G2 Reviewers Say About ManageEngine ServiceDesk Plus? *AI-generated summary from verified user reviews* **Pros:** - Users find **ServiceDesk Plus very easy to use** , with a user-friendly interface and intuitive navigation for all team members. - Users appreciate the **intuitive features and robust integrations** of ServiceDesk Plus, making daily operations seamless and efficient. - Users appreciate the **user-friendly interface** of ManageEngine ServiceDesk Plus, making navigation intuitive and easy for everyone. - Users appreciate the **comprehensive asset management** in ManageEngine ServiceDesk Plus, enhancing their inventory and problem tracking. - Users appreciate the **fantastic customer support** from ManageEngine, enhancing their experience with ServiceDesk Plus significantly. **Cons:** - Users find the **complexity of setup and customization** in ManageEngine ServiceDesk Plus challenging, requiring significant time investment. - Users find the **complex setup** of ManageEngine ServiceDesk Plus to be time-consuming and requiring additional training. - Users find the **learning curve steep** due to time-consuming setups and complicated advanced features requiring additional training. - Users find the **steep learning curve** of ManageEngine ServiceDesk Plus challenging due to complex setup and advanced feature requirements. - Users find the **limited features** of ManageEngine ServiceDesk Plus hinder their ability to manage tickets efficiently. #### What Are Recent G2 Reviews of ManageEngine ServiceDesk Plus? **"[A feature rich tool for IT management.](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796)"** **Rating:** 4.5/5.0 stars *— Pawan K.* [Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-9456796) --- **"[Highly Customizable ITSM with Room for Agile Improvements](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691)"** **Rating:** 4.5/5.0 stars *— Melih .* [Read full review](https://www.g2.com/survey_responses/manageengine-servicedesk-plus-review-12584691) --- #### What Are G2 Users Discussing About ManageEngine ServiceDesk Plus? - [What is ManageEngine ServiceDesk Plus used for?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus-used-for) - 1 comment, 1 upvote - [What is ServiceDesk profile?](https://www.g2.com/discussions/what-is-servicedesk-profile) - 1 upvote - [How much does ManageEngine cost?](https://www.g2.com/discussions/how-much-does-manageengine-cost) - [What is ManageEngine software?](https://www.g2.com/discussions/what-is-manageengine-software) - [What is ManageEngine ServiceDesk plus?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus) ### 22. [SIGNL4](https://www.g2.com/products/signl4-derdack/reviews) SIGNL4 is an operational alerting and response platform that ensures critical events, alerts and incidents trigger immediate action - anywhere. Modern monitoring, IT infrastructure, cloud services, and IoT systems can detect problems instantly - but problem detection alone does not guarantee response. Simple notifications sent via email, SMS, or chat are often missed, delayed, or fail to reach the right person, especially outside the office or during off-hours. SIGNL4 ensures that critical alerts reach the right responders - wherever they are and in a fully automated manner. With mobile-first alerting, automated escalation, and reliable delivery, it bridges the gap between alert detection and real-world response. The platform provides capabilities for alert unification and triage, on-call alerting, incident response, and alert escalation, including push notifications with mute override, SMS text and voice alerts, escalation policies, AI-assisted duty scheduling, and real-time acknowledgment tracking. Alerts are escalated automatically until a responder takes ownership, ensuring no critical issue is left unattended. The comprehensive and intuitive mobile app works as the anywhere incident command center. Designed for IT operations, DevOps, security teams, and operational environments beyond the desk, SIGNL4 enables fast, reliable response across IT, OT, and IoT systems. The convenience of interfaces such as email, webhooks, and pre-built two-way connectors further enhances SIGNL4's functionality. These features facilitate the integration of the alerting and response layer into the entire operations stack, allowing organizations to leverage their current infrastructure while improving incident response capabilities. By turning alerts into immediate, accountable action - anywhere - SIGNL4 helps organizations reduce downtime and maintain mission-critical operations and operational excellence. SIGNL4 is built for the heroes who keep everything running. **Average Rating:** 4.6/5.0 **Total Reviews:** 84 **How Do G2 Users Rate SIGNL4?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.2/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.6/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.9/10 (Category avg: 7.2/10) **Who Is the Company Behind SIGNL4?** - **Seller:** [Derdack](https://www.g2.com/sellers/derdack) - **Company Website:** https://www.derdack.com - **Year Founded:** 1999 - **HQ Location:** Potsdam, Germany - **Twitter:** @Derdack (10,176 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/136208/ (32 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Government Administration - **Company Size:** 37% Small-Business, 35% Mid-Market #### What Are SIGNL4's Pros and Cons? **Pros:** - Ease of Use (11 reviews) - Features (11 reviews) - Alerting System (9 reviews) - Alert Management (8 reviews) - Customer Support (8 reviews) **Cons:** - Integration Issues (3 reviews) - Expensive (2 reviews) - Missing Features (2 reviews) - Notification Issues (2 reviews) - Complex UI (1 reviews) ### What Do G2 Reviewers Say About SIGNL4? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of SIGNL4, finding the setup process quick and intuitive. - Users value SIGNL4's **efficient alerting** and integration capabilities, enhancing IT monitoring and team coordination seamlessly. - Users value the **efficient alerting system** of SIGNL4, enhancing IT monitoring and streamline emergency responses effectively. - Users value the **efficient alert management** in SIGNL4, facilitating quick responses without disrupting ongoing processes. - Users commend the **prompt and effective customer support** of SIGNL4, enhancing their overall experience and implementation process. **Cons:** - Users face **integration issues** with SIGNL4 due to its exclusive SaaS model and challenges connecting to on-premises systems. - Users are frustrated with the **expensive subscription model** that requires multiple licenses for different teams. - Users desire more **built-in connections and remote action features** to enhance SIGNL4’s functionality and flexibility. - Users face **notification issues** with SIGNL4, finding alerts excessive and difficult to manage effectively. - Users find the **complex UI** of SIGNL4 difficult to navigate, leading to challenges in managing alerts and actions. #### What Are Recent G2 Reviews of SIGNL4? **"[Real added value for reliable IT monitoring](https://www.g2.com/survey_responses/signl4-review-10878599)"** **Rating:** 5.0/5.0 stars *— Verified User in Government Administration* [Read full review](https://www.g2.com/survey_responses/signl4-review-10878599) --- **"[SIGNL4: Reliable alerting with a strong app and easy integration](https://www.g2.com/survey_responses/signl4-review-12668379)"** **Rating:** 4.5/5.0 stars *— Stefan F.* [Read full review](https://www.g2.com/survey_responses/signl4-review-12668379) --- #### What Are G2 Users Discussing About SIGNL4? - [What is SIGNL4 used for?](https://www.g2.com/discussions/what-is-signl4-used-for) - 1 comment ### 23. [FireHydrant](https://www.g2.com/products/firehydrant-firehydrant/reviews) Sound the alarm, assemble the team, and work the problem — all without a single swivel of the chair. FireHydrant is the only all-in-one incident management platform that helps teams manage incidents from the moment something seems off until you’ve learned from the retro. Companies like DocuSign, LaunchDarkly, 1Password, Duo, Snyk, and many more use FireHydrant to reduce manual work, get everyone on the same page, and improve time to resolution. Here’s how FireHydrant works across the entire incident lifecycle: Team-based alerting and on-call scheduling You built it, you own it, and now you can design the schedules, rules, and escalation policies you need for it. Get ultimate control over on-call management. Automated, unified incident response Confidently move from declared to resolved in a shared workspace that brings your team and tools together in Slack or Teams without all the context switching. Actionable learnings and analytics Automatic data capture, guided retrospectives, and built-in metrics on everything from alert-to-noise to MTTX cement insight-driven improvement in your culture. AI-enhanced response and insights Like having an expert on-call engineer by your side, our AI transcribes video meetings, creates incident summaries and Status Page updates, and provides instant context on existing issues. AI-enhanced Retrospectives analyze your incident data to provide root cause analysis, key findings, and contributing factors. Checking the boxes? We’ve got you covered: ✅ API-first, over 350 API endpoints, SDKs ✅ 35+ integrations with tools like PagerDuty, Slack, DataDog and more ✅ Terraform provider ✅ Run incidents from Slack, Teams, or the web UI ✅ SOC II compliant ✅ AI-enhanced **Average Rating:** 4.5/5.0 **Total Reviews:** 142 **How Do G2 Users Rate FireHydrant?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.7/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.2/10) **Who Is the Company Behind FireHydrant?** - **Seller:** [FireHydrant](https://www.g2.com/sellers/firehydrant) - **Company Website:** https://firehydrant.com - **Year Founded:** 2018 - **HQ Location:** New York, New York - **Twitter:** @FireHydrant (1,262 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/firehydrant/ (27 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer - **Top Industries:** Financial Services, Computer Software - **Company Size:** 50% Mid-Market, 45% Enterprise #### What Are FireHydrant's Pros and Cons? **Pros:** - Slack Integration (18 reviews) - Integrations (16 reviews) - Ease of Use (15 reviews) - Automation (13 reviews) - Customer Support (9 reviews) **Cons:** - Missing Features (5 reviews) - Complexity (4 reviews) - Confusion (4 reviews) - Feature Issues (4 reviews) - Limited Features (4 reviews) ### What Do G2 Reviewers Say About FireHydrant? *AI-generated summary from verified user reviews* **Pros:** - Users love the **seamless Slack integration** , enhancing team communication and incident management efficiency. - Users appreciate the **seamless integrations** with Slack and Jira, enhancing collaboration and incident management. - Users find FireHydrant's interface **easy to use** , enhancing incident management with efficient features and integrations. - Users value the **automation capabilities** of FireHydrant, which enhance efficiency and reduce manual errors in incident response. - Users praise the **exceptional customer support** of FireHydrant, highlighting their responsiveness and dedication to user feedback. **Cons:** - Users note a lack of **essential features** in FireHydrant, particularly regarding analytics, alerting, and service catalog. - Users find the **complexity** of FireHydrant's interface challenging, especially with its overwhelming customization options. - Users find the **confusing UI and licensing model** of FireHydrant detracts from their overall experience. - Users are frustrated by **feature limitations** in FireHydrant, wishing for better customization and enhanced reporting capabilities. - Users find FireHydrant's **limited features** in automation and reporting restrict their overall effectiveness and analytics capabilities. #### What Are Recent G2 Reviews of FireHydrant? **"[FireHydrant Makes Incident Notifications Effortless and Keeps the Right People Informed](https://www.g2.com/survey_responses/firehydrant-review-12804478)"** **Rating:** 5.0/5.0 stars *— Gunther C.* [Read full review](https://www.g2.com/survey_responses/firehydrant-review-12804478) --- **"[FireHydrant’s Guided Workflows and Monitoring Integrations Shine](https://www.g2.com/survey_responses/firehydrant-review-11930299)"** **Rating:** 5.0/5.0 stars *— Zoie S.* [Read full review](https://www.g2.com/survey_responses/firehydrant-review-11930299) --- #### What Are G2 Users Discussing About FireHydrant? - [What is Blameless used for?](https://www.g2.com/discussions/what-is-blameless-used-for) - 1 comment, 1 upvote ### 24. [ZIF](https://www.g2.com/products/zif/reviews) The Zero Incident Framework (ZIF) is an AI-Ops based platform delivering enhanced network operations management around asset discovery, hybrid infrastructure monitoring, Proactive detection, and automation. The platform harnesses unique features from high-end technologies like artificial intelligence, machine learning, and intelligent automation. ZIF components provide organizations with full-fledged proactivity and a level of resilience that would enable increased availability and ‘zero outages’ in any environment be it cloud, on-premises, or hybrid IT infrastructure. ZIF is an AI-Ops platform that enables proactive detection and remediation of potential events helping organizations drive towards a Zero Incident Enterprise™. **Average Rating:** 4.5/5.0 **Total Reviews:** 17 **How Do G2 Users Rate ZIF?** - **Has the product been a good partner in doing business?:** 9.8/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.8/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10) - **AI Text Generation:** 10.0/10 (Category avg: 7.2/10) **Who Is the Company Behind ZIF?** - **Seller:** [Zero Incident FrameworkTM (ZIFTM)](https://www.g2.com/sellers/zero-incident-frameworktm-ziftm) - **Year Founded:** 1998 - **HQ Location:** Princeton, New Jersey - **Twitter:** @ZIF_AI (258 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/zif-ai/ (1 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Analyst - **Top Industries:** Banking - **Company Size:** 50% Enterprise, 50% Small-Business #### What Are Recent G2 Reviews of ZIF? **"[Amazing](https://www.g2.com/survey_responses/zif-review-9982605)"** **Rating:** 5.0/5.0 stars *— Mohamed M.* [Read full review](https://www.g2.com/survey_responses/zif-review-9982605) --- **"[This has been a perfect tool](https://www.g2.com/survey_responses/zif-review-4801812)"** **Rating:** 4.5/5.0 stars *— Mohammed F.* [Read full review](https://www.g2.com/survey_responses/zif-review-4801812) --- #### What Are G2 Users Discussing About ZIF? - [What is ZIF used for?](https://www.g2.com/discussions/what-is-zif-used-for) ### 25. [ITOC360](https://www.g2.com/products/itoc360/reviews) ITOC360: AI-First Incident Orchestration Platform ITOC360 is an AI-First Incident Orchestration Platform that helps IT and operations teams detect, route, and resolve incidents faster, with less manual effort and fewer missed alerts. What ITOC360 Does ITOC360 centralizes alert ingestion from your entire monitoring stack and uses AI to suppress noise, correlate related events, and identify what actually needs human attention. When a real incident is detected, the platform automatically triggers the right response: notifying the right people through their preferred channels, executing runbooks, and escalating based on defined policies. Key Capabilities AI-Powered Alert Correlation reduces alert noise by grouping related events into a single incident, so on-call engineers can focus on root causes rather than symptoms. Intelligent On-Call Scheduling lets you manage rotations, overrides, and escalation policies across teams and time zones from a single interface. Multi-Channel Notification Delivery reaches responders through their preferred channels (call, SMS, email, or push) with configurable escalation paths. Automated Runbook Execution triggers predefined remediation steps automatically at incident creation to reduce time-to-resolve. Bi-Directional Integrations connect with your existing observability, ITSM, and communication tools without requiring a rip-and-replace. Real-Time Incident Timeline provides a full audit trail of every alert, action, and response for postmortem analysis and compliance reporting. Who Uses ITOC360 ITOC360 is built for DevOps, SRE, and IT operations teams at organizations that run business-critical systems and cannot afford slow, fragmented incident response. It supports both small on-call teams and large enterprise operations centers. Why Teams Choose ITOC360 Traditional on-call tools simply route alerts. ITOC360 orchestrates the entire incident lifecycle. By combining AI-driven triage with automated workflows and flexible notification preferences, teams reduce mean time to acknowledge (MTTA) and mean time to resolve (MTTR) without adding headcount. **Average Rating:** 5.0/5.0 **Total Reviews:** 18 **How Do G2 Users Rate ITOC360?** - **Has the product been a good partner in doing business?:** 10.0/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 10.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 10.0/10 (Category avg: 8.9/10) **Who Is the Company Behind ITOC360?** - **Seller:** [ITOC360](https://www.g2.com/sellers/itoc360) - **Year Founded:** 2018 - **HQ Location:** Delaware, US - **LinkedIn® Page:** https://www.linkedin.com/company/itoc360/ (10 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 80% Mid-Market, 30% Small-Business #### What Are Recent G2 Reviews of ITOC360? **"[Structured Incident Response Without the Learning Curve](https://www.g2.com/survey_responses/itoc360-review-12964791)"** **Rating:** 5.0/5.0 stars *— Ömer Faruk I.* [Read full review](https://www.g2.com/survey_responses/itoc360-review-12964791) --- **"[Clear Escalation Policies and Transparent Incident Timelines—Backed by Responsive Support](https://www.g2.com/survey_responses/itoc360-review-12952418)"** **Rating:** 5.0/5.0 stars *— Hassaan A.* [Read full review](https://www.g2.com/survey_responses/itoc360-review-12952418) --- ## What Is Incident Management Software? [IT Management Software](https://www.g2.com/categories/it-management) ## What Software Categories Are Similar to Incident Management Software? - [Service Desk Software](https://www.g2.com/categories/service-desk) - [IT Alerting Software](https://www.g2.com/categories/it-alerting) - [IT Asset Management Software](https://www.g2.com/categories/it-asset-management) - [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) - [Cloud Infrastructure Monitoring Software](https://www.g2.com/categories/cloud-infrastructure-monitoring) - [AIOps Tools](https://www.g2.com/categories/aiops-platforms) - [ AI SRE Tools Software](https://www.g2.com/categories/ai-sre-tools) --- ## How Do You Choose the Right Incident Management Software? ### What You Should Know 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 systems 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 service management functionalities can be especially beneficial in situations where companies have numerous assets to monitor at once or a few mission-critical assets to monitor in real time. Regardless of which scenarios, IT service management automation is the key to fast incident response time. This type of software automatically assigns the tasks to the appropriate teams, provides insights into the cases, and generates actionable reports to optimize the IT incidents handling process. For example, a good incident management system will determine if a case should alert the [DevOps](https://www.g2.com/categories/devops) team or the [IT service management (ITSM)](https://www.g2.com/categories/it-service-management-itsm-tools) teams based on the type of the problem or prioritization.  Incident management solutions ensure critical IT infrastructures have as much uptime as possible. Once an incident is spotted by monitoring software or an end-user report, the tool automates [notifications](https://www.g2.com/categories/incident-management/f/notifications) to all relevant team members or personnel via email, text, call, or communication software. By notifying the exact people or teams needed to address an issue and preparing an immediate report of the issue, incident management software helps the IT teams find root causes and deal with them quickly. The most reliable incident management software for IT teams and system administrators typically combines fast alert delivery, on-call rotation management, and integration with existing monitoring and collaboration tools into a single platform that runs without interruption during critical incidents. Based on G2 reviews, IT operations and SRE teams evaluate incident management software by comparing MTTR reduction, on-call scheduling flexibility, and how cleanly the platform integrates with existing monitoring, ticketing, and chat tools. ### What are the Common Features of Incident Management Software? The following are some core features within incident management tools that can help users maintain their IT system’s uptime: **Self-service portal:** Before a ticket is submitted, incident management software should provide a knowledge base to answer common problems of employees. This saves the ITSM team time and streamlines repetitive problems. [**Incident assignment**](https://www.g2.com/categories/incident-management/f/ticket-assignment) **:** Designate the reported incident to the right team according to the types of problems. Without this feature, the IT team will need to identify the type of the problems first, which slows down the SLA time.  **ITIL management:** Most incident management software will come with an ITIL, which is a library of volumes describing a framework of best practices for delivering IT services. The software can guide the IT team to follow this framework in their ITSM operation. **Immediate alerting:** With incident management systems, users can mail, text, call, or integrate with team communication software to notify all relevant personnel, notifying them of an issue’s occurrence and any pertinent details surrounding it. **Incident tracking:** The software helps set different SLA policies to track deadlines based on elapsed time and types of problems. This can be further [customized by priority](https://www.g2.com/categories/incident-management/f/ticket-prioritization) so that the ITSM team can allocate appropriate time for every incident. The software should also automatically notify the support team of unsolved incidents before their SLA breaches. [**Standardized workflow**](https://www.g2.com/categories/incident-management/f/standardization) **:** Note what failed and potential troubleshooting steps towards service restoration. Some incident management solutions integrate with monitoring and log analytics software to suggest the root cause of the issue. **Mobile app** : Some incident management software offer a mobile app so that cases can be reported and handled on mobile devices. **Reports and analytics:** Incident reports detail how on-call workloads are distributed and handled. Some software also have customer satisfaction reports to better understand customer feedback and improve service quality. This is necessary to optimize the ITSM team’s work to prepare for future cases.  Based on G2 reviews, the best incident management software for MTTR automation lets IT engineering teams reduce mean time to acknowledge and mean time to resolve through automated alert routing, on-call scheduling, and pre-built response workflows that page the right responder without manual triage. Reviewers describe the best incident management tools for on-call scheduling and alert routing as those that combine flexible rotation policies, intelligent escalation paths, and direct integration with Slack, Jira, and major monitoring tools, so on-call engineers spend less time managing communication and more time fixing the actual problem. SRE and DevOps teams point to automated response chains and incident timelines built in the background as the features that separate platforms they actively use during outages from ones that add operational overhead. Other features of incident management software: [Ticket Creation](https://www.g2.com/categories/incident-management/f/ticket-creation), [Ticket Designation](https://www.g2.com/categories/incident-management/f/ticket-designation). ### What are the Benefits of Incident Management Software? Incident management tools can have a variety of benefits, here are a few: **Save costs:** Downtime can quickly cost businesses money and clients (both potential and current). Incident management solutions help businesses get back to a full capacity more quickly, minimizing losses from downtime. While incident management tools cost money, a manual incident resolution will decrease customer satisfaction and hurt revenue generation in the long run. For example, without the alerting feature from the incident reporting capability, the help desk could miss a case buried in emails and breach SLA.  **Increase productivity:** The IT team can follow the ITIL protocols to handle the problem in the best practices. They can also collaborate with other teams depending on the type of the problems. This takes the guesswork out of the ITSM process by knowing what to do and who to work with.  **Unify visibility:** Both incident reporters and IT managers gain significant visibility to the ITSM process. The incident reporters can track what’s happening to their tickets and when they will be solved. This will keep the end users informed and happy. For IT managers, they can identify what assets are causing the problem (software bugs or hardware malfunction) and fix them appropriately. They can also acknowledge the ITSM team’s performance based on customer satisfaction scores and SLA metrics. This allows them to take action where needed. ### Who Uses Incident Management Software? **IT teams:** Business’ IT teams will be the strongest users of incident management tools. Since 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. **Employees:** When employees are having technical difficulties, they can report the problem on the incident management software. Many external IT problems are also spotted by employees before the customers, so it is important to fix them quickly. **Customers:** Customers can report IT problems and track when they will be solved. Incident management is the key to customer satisfaction and revenue generation.  Based on G2 reviews, incident management software with ITIL SLA tracking is a frequent evaluation criterion for mid-size IT teams looking to formalize incident, problem, and change management processes without the implementation lift of enterprise ITSM platforms. Reviewers describe SLA breach alerts, audit-ready incident histories, and structured workflows around incident categorization as the features that move a growing IT team from ad-hoc ticketing into a repeatable service management practice. #### Software Related to Incident Management Software Related solutions that can be used together with incident management software include: [Video conferencing](https://www.g2.com/categories/video-conferencing) **and** [audio conferencing software](https://www.g2.com/categories/audio-conferencing) **:** Video conferencing and audio conferencing software help drive troubleshooting efforts by providing an immediate avenue to communicate with all relevant parties. Since incidents tend to require immediate action to maximize uptime, it’s best to begin troubleshooting efforts as soon as possible.  [Log analysis software](https://www.g2.com/categories/log-analysis) **:** When something fails, the first place to check for a potential failure explanation is in logging. Application logs, server logs, and other logs are great leads to finding the solutions. Log analysis software assists in sorting through those logs, making it easier to find failure points and restore service. [Service desk software](https://www.g2.com/categories/service-desk) **:** Internal transparency is critical to incident management, not only because of auditing but also because it is essential to not repeat troubleshooting steps. Repeating the same (failed) steps means extra time spent not fixing an issue. Service desk tools help with transparency by providing a ticketing system where issues and attempted fixes can be tracked. ### Challenges with Incident Management Software Software solutions can come with their own set of challenges.  **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 a company could potentially come across, it’s important to consider setting up some warning alerts for signs of a possible 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 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. Users can pair an incident management solution with knowledge management software to assist their teams in addressing issues more quickly. **ITIL compliant:** There is no standard or governance for ITIL. Adopting the ITSM processes that worked elsewhere doesn’t mean the company is complying with ITIL. The best practice is that IT teams should regularly review customer feedback and adjust their processes accordingly. After all, ITIL is all about efficiency and performance rather than compliance. Following ITIL blindly will make the ITSM process inflexible and unfit for others. ### How to Buy Incident Management Software #### Requirements Gathering (RFI/RFP) for Incident Management Software Whether a company is looking for its first incident management software or trying to replace an existing one, g2.com can help find the best solution. The company’s needs when searching for incident management software often relate to specifically desired data and metrics. For example, the user may be most interested in analyzing SLA breaches. Buyers should make a ranked list of the features that most directly address the problems they’re trying to solve, then reference G2 reviews to find the right fit. Prioritizing the desired feature set can help narrow down the potential pool of incident management solutions, allowing teams to then apply further considerations for budget, ease of integration with other systems, security requirements, and more. This holistic approach empowers buyers to move forward with a focused checklist, which can be used in conjunction with G2 scoring to select the best incident management tool for the business. #### Compare Incident Management Software **Create a long list** When searching for incident management software, companies need to identify compatibility requirements for existing communication tools, monitoring software, and knowledge management software. Buyers should make a list of important existing software that needs to be integrated, then filter out the incident management tools that can’t be integrated. For example, many incident management software are SaaS solutions that only work with other SaaS solutions on the cloud. If the company's IT operations and incident management process are on-premises, then the company should seriously check if its legacy IT infrastructure fits the incident management software.  **Create a short list** It helps to cross-reference the results of initial vendor evaluations with G2 reviews from other buyers, the combination of which will help to narrow in on a short three to five product list. From there, buyers can compare pricing and features to determine the best fit. Some vendors don’t charge implementation costs while some do.  **Conduct demos** As a rule of thumb, companies should make sure to demo all of the products that end up on their short list. During demos, buyers should ask specific questions related to the functionalities they care most about; for example, one might ask to be walked through what actionable insights are generated from an SLA breach report.  #### Selection of Incident Management Software **Choose a selection team** Regardless of a company’s size, it’s important to involve the most relevant personas when beginning the incident management software selection process. Larger companies may include the ITSM teams, procurement teams, IT managers, and engineers who will be working with the software most closely. Smaller companies with fewer employees might just need IT managers to fill the role. **Negotiation** Many vendors offer full software license platforms that go beyond incident management (on-premises) to include knowledge management and observability platforms. While some companies will not budge on the configurations of their packages, buyers looking to trim costs should try to negotiate down to the specific functions that matter to them to get the best price. For example, a vendor’s pricing page where incident management functionality is only included with a robust all-in-one monitoring package, whereas a sales conversation may prove otherwise.  **Final decision** After this stage, it is important to perform a trial run if possible with a small selection of IT professionals or developers. This will help to ensure that the incident management software of choice integrates well with an ITSM specialist’s systems setup or an engineer’s day-to-day work. If the incident management tool is well liked and well utilized, the buyer can take that as a sign that their selection is the right one. If not, looking back at the other options may be necessary. --- ## What Are the Most Common Questions About Incident Management Software? *AI-generated · Last updated: June 3, 2026* ### Which solution supports incident management for hybrid IT environments Based on G2 reviews, several products in this category are used to manage alerts, routing, and response across mixed environments and connected systems. - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management) — centralized incidents, workflows, and CMDB. - [xMatters](https://www.g2.com/products/xmatters) — on-call routing across connected tools. - [PagerDuty](https://www.g2.com/products/pagerduty) — multi-channel alerts for distributed responders. - [Jira Service Management](https://www.g2.com/products/jira-service-management) — structured ticketing with cross-team visibility. ### Which incident management tool offers the fastest response time Based on G2 reviews, buyers most often favor products that reduce handoff delays through alert routing, ownership clarity, and fast notification workflows. - [xMatters](https://www.g2.com/products/xmatters) — rapid escalations with on-call routing. - [PagerDuty](https://www.g2.com/products/pagerduty) — immediate paging and escalation workflows. - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management) — automated routing with SLA visibility. - [Xurrent IMR](https://www.g2.com/products/xurrent-imr) — timely alerts with grouped incidents. ### Which vendor offers AI-powered incident prioritization Based on G2 reviews, a few vendors are associated with AI-assisted summaries, noise reduction, or workflow support that can help teams triage incidents faster. - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management) — AI summaries and suggested resolutions. - [PagerDuty](https://www.g2.com/products/pagerduty) — AI summaries and event correlation. - [Xurrent IMR](https://www.g2.com/products/xurrent-imr) — AI postmortems and alert analytics. - [xMatters](https://www.g2.com/products/xmatters) — workflow automation with incident summaries. ### What should buyers look for in incident management software According to verified users, strong incident management software should make ownership clear, route alerts to the right responder, and keep incident details centralized. Reviews repeatedly highlight the value of on-call scheduling, escalation paths, multi-channel notifications, and integrations with tools like Slack, Jira, ServiceNow, AWS, Datadog, and Microsoft Teams. Buyers also seem to care about timeline visibility, audit trails, and reporting that supports post-incident reviews. Several reviews mention that reducing alert noise is just as important as alert delivery itself. Ease of setup matters too, because complex workflow configuration, weak search, or clunky reporting can slow adoption and make high-pressure response harder. ### What features define modern incident management According to verified users, modern incident management is defined by alert routing, escalation automation, on-call scheduling, and clear incident ownership. Across recent reviews, teams value platforms that centralize alerts from monitoring and ticketing systems, reduce duplicate notifications, and keep communication structured during outages. Buyers also look for incident timelines, post-incident reporting, and integrations that connect response work with tools already in use. Mobile access matters because responders often need to acknowledge, escalate, or review incidents away from a desk. Many reviews also point to AI-assisted summaries, alert grouping, and workflow automation as useful additions when they reduce manual coordination rather than adding more complexity.