# Best Incident Management Software - Page 5 *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 (1,786 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 (4,365 reviews) | Proactive endpoint incident detection with automated remediation | "[Modern RMM with a Powerful Dashboard, Fast Remote Access, and Responsive Support](https://www.g2.com/survey_responses/ninjaone-review-13108834)" | | 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 (198 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 15, 2026* ## How Does G2 Rank Incident Management Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 16,800+ 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** ### NinjaOne 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. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=gdm_share&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1040&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=true&secure%5Bproduct_id%5D=25671&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%3D7&secure%5Btoken%5D=d2f4136c98a86e36432038f3cd674128ce11fd1b486476d7362a63888d918f48&secure%5Burl%5D=https%3A%2F%2Fwww.capterra.com%2Fppc%2Fclicks%2Fcollect%2FCA%2Fdirectory%2Fa9c83307-dacf-4f3d-85db-a7c4005a0803%2Fdestination%3FaffiliateDomain%3Dwww.g2.com%26specificLocation%3Dorganic-g2%26categoryId%3Db59674fc-0fdb-4a17-bd8e-22722eb63acb%26listingPosition%3D1%26sessionStartPage%3DaHR0cHM6Ly93d3cuZzIuY29tL2NhdGVnb3JpZXMvaW5jaWRlbnQtbWFuYWdlbWVudD9wYWdlPTc%26ts%3D1784132790876%26s%3D20281D501A3A0837DC361F5153A417533580CD698059E434EC8C9F89B6BB6BFA&secure%5Burl_type%5D=custom_url) --- ## What Are the Top-Rated Incident Management Software Products in 2026? ### 1. [IncidentHub](https://www.g2.com/products/incidenthub/reviews) IncidentHub is a vendor outage monitor and status page aggregator. It monitor the status of third-party Cloud and SaaS services and notify users of outages or maintenance via integrations with tools like Email, Slack, Discord, PagerDuty, Microsoft Teams, Zendesk, Webhooks, and ticketing systems like BoldDesk, Freshdesk, Zendesk, etc. IncidentHub operates as a managed SaaS solution, eliminating the need for organizations to build and maintain custom status page monitoring infrastructure. The service aggregates data from public status pages of cloud providers (AWS, GCP, Azure) and SaaS vendors to provide a unified monitoring experience. **Who Is the Company Behind IncidentHub?** - **Seller:** [Chitrambari Technologies](https://www.g2.com/sellers/chitrambari-technologies) - **Year Founded:** 2024 - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/incidenthub/ (1 employees on LinkedIn®) ### 2. [Incident Management Software](https://www.g2.com/products/qualityze-inc-incident-management-software/reviews) Qualityze Incident Management Software is an AI-powered, cloud-based solution designed to help Life Sciences and Manufacturing organizations capture, investigate, and resolve safety and quality incidents while maintaining continuous compliance. Built natively on Salesforce, the platform provides real-time visibility, standardized workflows, and complete traceability across the entire incident lifecycle. Qualityze enables quality, safety, and compliance teams to quickly log incidents, perform root cause analysis, initiate corrective actions, and monitor resolution in a centralized system. By automating manual processes and enforcing structured incident workflows, organizations can reduce risk, improve response times, and strengthen operational safety. The solution offers configurable workflows, role-based access, automated notifications, and comprehensive reporting dashboards that provide actionable insights into incident trends, severity levels, and recurring risk areas. This helps teams proactively manage workplace safety, improve accountability, and remain audit-ready. Purpose-built for regulated environments, Qualityze Incident Management Software supports compliance with FDA, ISO 13485, and GxP requirements while enabling organizations to manage incidents with confidence and control. **Who Is the Company Behind Incident Management Software?** - **Seller:** [Qualityze](https://www.g2.com/sellers/qualityze) - **Year Founded:** 2015 - **HQ Location:** Tampa, US - **Twitter:** @qualityze (236 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/qualityze-inc (80 employees on LinkedIn®) ### 3. [IncidentVault](https://www.g2.com/products/incidentvault/reviews) COMPANY DESCRIPTION IncidentVault was built for the risk, safety, and operations teams who understand that how an organization responds to an incident — in the first hours and weeks — determines most of the legal, financial, and reputational outcome. We built a platform that makes incident reporting fast enough for frontline workers to actually use, and powerful enough for risk and legal teams to manage claims, litigation, and insurance from first report through final resolution. PRODUCT DESCRIPTION IncidentVault is an all-in-one incident reporting, investigation, and claims management platform for multi-location businesses. We combine AI-powered risk assessment and urgency scoring, customizable investigation workflows, public incident submission portals, mobile-first offline PWA access, full claims and case management with litigation tracking, insurance policy management, and SOC 2 Type 2 compliance — in a single platform with role-based access, two-factor authentication, and a complete audit trail for every incident, claim, and policy record. WHAT WE DO IncidentVault replaces disconnected incident reporting forms, email-based claim coordination, and spreadsheet-tracked litigation timelines with a single platform that manages the full incident lifecycle — from the moment a frontline worker submits a report through investigation, claim creation, legal tracking, and final resolution. Our AI risk assessment engine scores every new incident for urgency and liability exposure at submission, so risk teams can prioritize response without reviewing every report manually. Our public submission portal allows guests, customers, and third parties to submit incident reports directly — reducing the risk that incidents go unreported because the injured party did not know where to send a report. KEY FEATURES Core Incident Management Multi-tenant incident tracking with fully customizable incident types for each organization and industry. AI-powered risk assessment that scores every new incident for urgency and liability exposure at the moment of submission. Investigation workflows with task assignments, timeline tracking, and milestone logging so investigations stay on schedule and accountable. Document attachments supporting photos, videos, voice recordings, and any file type. Complete audit trail for every change, update, and action on every incident record — by user, timestamp, and field. Claims and Cases Full claim lifecycle management from creation through tracking, reserve adjustment, and closure. Reserve tracking with complete adjustment history. Settlement management with payment tracking. Case management with legal spend tracking, docket entries, and litigation milestone logging. Link claims to the originating incident, associated insurance policies, and legal documents — everything connected in one record. Public Incident Submission Portal A branded public portal where guests, customers, vendors, and third parties can submit incident reports directly — without needing login credentials or system access. Ideal for guest slip-and-fall incidents, customer complaints, and third-party property damage reports. Submitted reports flow directly into IncidentVault as new incident records for triage and assignment. Mobile-First Offline PWA The IncidentVault employee-facing portal is a Progressive Web App built mobile-first — designed for frontline workers who need to submit incident reports from a job site, restaurant floor, or hotel property without reliable WiFi access. Reports submitted offline sync automatically when connectivity is restored. Insurance Policy Management Maintain a complete insurance carrier directory with adjuster contact management, policy tracking with coverage details, and policy document storage with AI summarization. Link policies to claims automatically so adjusters have immediate access to the relevant coverage details for each claim. Custom Fields System Add custom fields to any module — incidents, claims, cases, locations, or employee records — with multiple field types including text, number, date, dropdown, and checkbox. Custom fields allow IncidentVault to match your organization's existing data structure and reporting requirements without requiring custom development. Location Hierarchy and Analytics Hierarchical location management with parent and child relationships supports multi-location organizations with complex structures — regions, districts, brands, and individual sites. Location-based risk analytics identify which sites have the highest incident frequency, claim costs, or injury rates so risk teams can prioritize safety investments. SOC 2 Type 2 and Two-Factor Authentication IncidentVault is SOC 2 Type 2 certified and requires two-factor authentication for all user accounts — protecting sensitive incident, claim, and legal records with independently audited security controls and layered access protection. INDUSTRIES SERVED Construction | Healthcare | Food Service and Hospitality | Security | Manufacturing | Transportation | Retail | Property Management | Energy and Utilities | Education | Financial Services | Government WHAT MAKES US DIFFERENT IncidentVault combines incident reporting, investigation management, full claims and litigation tracking, and insurance policy management in one platform — a combination most organizations currently manage across three or four separate systems. The AI risk assessment urgency scoring, public incident submission portal, offline PWA capability, and complete audit trail are features most incident reporting tools do not offer at all, and no single alternative combines all of them with full claims lifecycle management and SOC 2 Type 2 compliance. **Who Is the Company Behind IncidentVault?** - **Seller:** [IncidentVault](https://www.g2.com/sellers/incidentvault) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/incident-vault/ (1 employees on LinkedIn®) ### 4. [incipulse](https://www.g2.com/products/incipulse/reviews) Our Incident Management Status Page is a centralized platform designed for organizations to communicate real-time updates about service availability, performance, and ongoing incidents to their customers, stakeholders, and internal teams. Built with a focus on transparency and reliability, it empowers businesses to enhance trust and reduce support burdens during critical situations. **Who Is the Company Behind incipulse?** - **Seller:** [iTechOps](https://www.g2.com/sellers/itechops-8dae22ec-b5ad-4eab-b73f-8101b9973096) - **HQ Location:** Ahmedabad, IN - **LinkedIn® Page:** https://www.linkedin.com/company/incipulse/ (1 employees on LinkedIn®) ### 5. [InsightFinder IT Observability](https://www.g2.com/products/insightfinder-it-observability/reviews) InsightFinder AI's IT Observability delivers the visibility and insight to solve the hardest IT problems. IT Ops, DevOps, SRE Teams responsible for service delivery for enterprise-scale applications and infrastructure need to identify potential problems quickly – before they create incidents that impact customers. With real-time analysis of metrics, logs, traces, and dependency graphs, IT Observability uses unsupervised machine learning to detect anomalies, conduct root cause analysis, predict incidents, and remediate potential incidents before they occur. **Who Is the Company Behind InsightFinder IT Observability?** - **Seller:** [InsightFinder AI](https://www.g2.com/sellers/insightfinder-ai) - **Year Founded:** 2015 - **HQ Location:** Raleigh, US - **LinkedIn® Page:** https://www.linkedin.com/company/insightfinder-inc. (28 employees on LinkedIn®) ### 6. [Isitup](https://www.g2.com/products/isitup/reviews) Isitup.cloud offers sleek, well-designed status pages that provide real-time updates on your infrastructure's uptime and reliability. Built by experienced engineers with backgrounds in big data, high load systems, and user interfaces, the service ensures seamless performance even under demanding conditions. With intuitive incident management, Isitup.cloud helps build trust by offering transparent, up-to-date information. The platform features a free plan with all the essential tools for many use cases, plus the flexibility of a free API for easy integration with your services. Boost customer confidence with a reliable status page that highlights your commitment to uptime and performance. **Who Is the Company Behind Isitup?** - **Seller:** [Isitup](https://www.g2.com/sellers/isitup) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) ### 7. [Kintaba](https://www.g2.com/products/kintaba/reviews) Easily respond to, collaborate track, and self-repair during major incidents and outages. Get your team started in minutes, not hours. Automated Event Tracking. Auto-Scheduling. Instant Collaboration. Benefits: Instant Collaboration, Postmortems On Autopilot. **Who Is the Company Behind Kintaba?** - **Seller:** [Kintaba](https://www.g2.com/sellers/kintaba) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) ### 8. [MetricStream Case and Incident Management](https://www.g2.com/products/metricstream-case-and-incident-management/reviews) MetricStream Case and Incident Management built on the M7 Integrated Risk Platform - intelligent by design, enables you to establish and follow consistent procedures for case and incident planning and administration, recording, triaging, routing, investigating, tracking, and closure. Cases can be reported from multiple sources, such as emails, hotlines, and intranet portals, with the option of anonymity. Cases/incidents can be aligned to organizations, processes, controls, risks, policies, and regulations to identify compliance or regulatory risk. Reports and dashboards provide visibility into the case and incident management program. **Who Is the Company Behind MetricStream Case and Incident Management?** - **Seller:** [MetricStream](https://www.g2.com/sellers/metricstream) - **Year Founded:** 1999 - **HQ Location:** San Jose, CA - **Twitter:** @MetricStream (4,383 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/metricstream (1,229 employees on LinkedIn®) ### 9. [Microsoft 365 for Jira - Outlook Email, Teams, Calendar](https://www.g2.com/products/microsoft-365-for-jira-outlook-email-teams-calendar/reviews) Microsoft 365 for Jira is a robust integration solution designed to enhance collaboration and productivity by seamlessly connecting Microsoft 365 applications - such as Outlook, Teams, and To Do - with Jira, a leading project management tool. This integration allows users to streamline their workflows, ensuring that teams can work efficiently and effectively within a unified environment. Targeted primarily at organizations that utilize both Microsoft 365 and Jira, this product is particularly beneficial for teams involved in project management, internal ticketing, incident management, software development, and agile methodologies. By consolidating tools into a single application, Microsoft 365 for Jira addresses the challenges of context switching and fragmented communication, enabling teams to focus on their tasks without the distraction of managing multiple platforms. The integration offers several solutions that enhance user experience and productivity. Users can create and manage Jira issues directly from Microsoft Outlook, allowing for quick updates and communication without leaving their email environment. Additionally, the integration with Microsoft Teams facilitates real-time collaboration, enabling team members to discuss Jira work items and updates within their chat channels. The To Do integration ensures that tasks are organized and prioritized, helping users stay on track with their project deadlines. One of the standout benefits of Microsoft 365 for Jira is its ability to provide a centralized workspace for team-centric work. This not only improves visibility into project statuses but also fosters better communication among team members. By choosing Microsoft 365 for Jira, organizations can leverage the strengths of both Microsoft 365 and Jira, creating a cohesive and productive work environment that meets the needs of modern teams. This integration not only simplifies workflows but also empowers users to maximize their productivity through enhanced collaboration and task management capabilities. With over 12,000 customers relying on yasoon’s solutions, the product has proven its effectiveness in making digital work smarter and more efficient. The experience and expertise gained over more than a decade of developing award-winning applications further enhance the reliability and functionality of this integration solution. **Average Rating:** 4.8/5.0 **Total Reviews:** 9 **How Do G2 Users Rate Microsoft 365 for Jira - Outlook Email, Teams, Calendar?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) **Who Is the Company Behind Microsoft 365 for Jira - Outlook Email, Teams, Calendar?** - **Seller:** [yasoon GmbH](https://www.g2.com/sellers/yasoon-gmbh) - **Year Founded:** 2012 - **HQ Location:** Mannheim, Germany - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 56% Mid-Market, 33% Small-Business #### What Are Microsoft 365 for Jira - Outlook Email, Teams, Calendar's Pros and Cons? **Pros:** - Task Management (3 reviews) - Team Collaboration (3 reviews) - Efficiency (2 reviews) - Integrations (2 reviews) - Organization (2 reviews) **Cons:** - Overwhelming (2 reviews) - Alert Overload (1 reviews) - Confusion (1 reviews) - Connection Issues (1 reviews) - Integration Issues (1 reviews) ### What Do G2 Reviewers Say About Microsoft 365 for Jira - Outlook Email, Teams, Calendar? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **seamless integration** of Microsoft 365 for Jira with Outlook and Teams, enhancing task management and collaboration. - Users find that the **seamless integration** of Microsoft 365 enhances collaboration and keeps teams synchronized effectively. - Users appreciate the **seamless integration** of Microsoft 365 for Jira, enhancing task tracking and collaboration efficiency. - Users love the **seamless integration** of Microsoft 365 with Jira, enhancing collaboration and task management effortlessly. - Users appreciate the **seamless integration** of Microsoft 365 for Jira with Outlook, Teams, and Calendar, enhancing collaboration and efficiency. **Cons:** - Users find the **interface overwhelming** , especially during initial setup and when managing excessive notifications. - Users find the **alert overload** from excessive notifications in Microsoft 365 for Jira to be overwhelming at times. - Users find the **setup process confusing** , particularly when linking Jira projects with Outlook and Teams. - Users report **connection issues** in Microsoft 365 for Jira, affecting functionality in Outlook and Teams. - Users often face **syncing issues** between Jira and Outlook, feeling the interface is overwhelming, especially for newcomers. #### What Are Recent G2 Reviews of Microsoft 365 for Jira - Outlook Email, Teams, Calendar? **"[Seamless Outlook and Teams Integration Makes Jira Ticketing Effortless](https://www.g2.com/survey_responses/microsoft-365-for-jira-outlook-email-teams-calendar-review-12521085)"** **Rating:** 5.0/5.0 stars *— Deependra G.* [Read full review](https://www.g2.com/survey_responses/microsoft-365-for-jira-outlook-email-teams-calendar-review-12521085) --- **"[Seamless Integration Boosts Collaboration and Efficiency](https://www.g2.com/survey_responses/microsoft-365-for-jira-outlook-email-teams-calendar-review-12208499)"** **Rating:** 5.0/5.0 stars *— Ameen S.* [Read full review](https://www.g2.com/survey_responses/microsoft-365-for-jira-outlook-email-teams-calendar-review-12208499) --- ### 10. [NOCgenie](https://www.g2.com/products/nocgenie/reviews) NOCgenie is an alerting and on-call management platform built as a drop-in replacement for Atlassian Opsgenie (end-of-life 5 April 2027). It ingests alerts from every monitoring system — Prometheus/Alertmanager, Grafana, Observium, LibreNMS, Zabbix, Uptime Kuma and generic webhooks — deduplicates and correlates them, then routes each to the right responder using timezone-aware on-call schedules and multi-step escalation policies. It keeps paging across SMS, voice call, mobile push, Slack, Microsoft Teams and email — with staggered delays and quiet hours — until someone acknowledges. A one-click importer and parallel-run routing diff make migrating off Opsgenie low-risk. Per-user AUD pricing with a genuinely free tier. **Who Is the Company Behind NOCgenie?** - **Seller:** [Athena Networks](https://www.g2.com/sellers/athena-networks) - **Year Founded:** 2021 - **HQ Location:** Brisbane, AU - **LinkedIn® Page:** https://www.linkedin.com/company/athena-networks (3 employees on LinkedIn®) ### 11. [Oncall Management with AI](https://www.g2.com/products/oncall-management-with-ai/reviews) The SAAS is an engineering oncall dashboard that streamlines entire oncall process with key features - It helps oncall engineers mitigate incidents faster by providing correct contextual information. - It boosts productivity of oncall engineers by reducing need to write manual handover reports, identify noise vs signal and manage follow ups. - It gives SRE/TL/EM deep insights into operations . **Who Is the Company Behind Oncall Management with AI?** - **Seller:** [Next9AI](https://www.g2.com/sellers/next9ai) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/No-Linkedin-Presence-Added-Intentionally-By-DataOps (1 employees on LinkedIn®) ### 12. [Phoenix Incidents](https://www.g2.com/products/phoenix-incidents/reviews) Phoenix Incidents is the first Incident Management solution that is natively built into Jira and Slack. - No new tool to learn. - No complex setup. - Zero context-switching, your developers are already there. Phoenix Incidents brings the entire incident workflow, from declaring an incident to root cause analysis follow-through, directly into the environment your teams use all day. **Who Is the Company Behind Phoenix Incidents?** - **Seller:** [Phoenix Incidents](https://www.g2.com/sellers/phoenix-incidents) - **Year Founded:** 2025 - **HQ Location:** Berkeley, US - **LinkedIn® Page:** https://www.linkedin.com/company/phoenix-incidents/ (2 employees on LinkedIn®) ### 13. [Resolve for Microsoft Teams](https://www.g2.com/products/resolve-for-microsoft-teams/reviews) Resolve brings intelligent incident management directly to your Microsoft Teams workspace, streamlining how your team handles and resolves issues. Our AI-powered system understands your industry context and organizational needs, delivering truly intelligent automation. **Who Is the Company Behind Resolve for Microsoft Teams?** - **Seller:** [Knbases](https://www.g2.com/sellers/knbases) - **HQ Location:** Miami, US - **LinkedIn® Page:** https://www.linkedin.com/company/knbases/ (1 employees on LinkedIn®) ### 14. [Runframe](https://www.g2.com/products/runframe/reviews) Runframe is the modern incident management and on-call scheduling platform for engineering teams. Declare incidents, assign responders, set severity, and track every status change in real time. Build on-call rotations with primary and backup coverage, automatic escalation policies, and coverage gap detection. Run structured post-incident reviews with auto-generated timelines. Track MTTR, MTTA, incident volume trends, and on-call burnout scores. Deep integrations with Slack, Jira, Google Meet, Datadog, Sentry, Prometheus, etc. Built for teams of 10-200 who need reliable incident response without enterprise complexity. **Who Is the Company Behind Runframe?** - **Seller:** [Runframe](https://www.g2.com/sellers/runframe) - **HQ Location:** London, GB - **LinkedIn® Page:** https://linkedin.com/company/runframe/ (1 employees on LinkedIn®) ### 15. [Sedai](https://www.g2.com/products/sedai/reviews) Sedai goes beyond recommendations. Our platform takes action to autonomously manage and optimize your cloud resources, without manual intervention. It analyzes your production environment to find cost and reliability optimization opportunities in real time — learning from behavior patterns and adapting to new releases. Under the hood, Sedai uses deep reinforcement learning to predict the impact of potential optimizations, enabling the platform to take these actions safely. Sedai's unique approach makes it the only way way to manage and optimize the cloud at scale. Unlike conventional automation, Sedai doesn't follow fixed rules and scripts. Instead, it acts like an experienced SRE: incrementally adjusting the configuration of your resources until the exact point where performance or availability would be impacted. The result? Sedai has executed more than 25 million autonomous actions in production — with 0 incidents. Ready to save 30–50% on your cloud costs? Visit sedai.io to speak with our cloud optimization experts. **Average Rating:** 4.5/5.0 **Total Reviews:** 4 **How Do G2 Users Rate Sedai?** - **Has the product been a good partner in doing business?:** 6.7/10 (Category avg: 9.1/10) **Who Is the Company Behind Sedai?** - **Seller:** [Sedai](https://www.g2.com/sellers/sedai) - **Company Website:** https://www.sedai.io - **Year Founded:** 2018 - **HQ Location:** Pleasanton, California, United States - **LinkedIn® Page:** https://www.linkedin.com/company/sedai (121 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 50% Mid-Market, 50% Small-Business #### What Are Recent G2 Reviews of Sedai? **"[Easily integrates various monitoring tools available in the environment!](https://www.g2.com/survey_responses/sedai-review-8493758)"** **Rating:** 5.0/5.0 stars *— Mindy J.* [Read full review](https://www.g2.com/survey_responses/sedai-review-8493758) --- **"[Save more with Sedai](https://www.g2.com/survey_responses/sedai-review-9878763)"** **Rating:** 4.5/5.0 stars *— dianelys H.* [Read full review](https://www.g2.com/survey_responses/sedai-review-9878763) --- #### What Are G2 Users Discussing About Sedai? - [What is Sedai used for?](https://www.g2.com/discussions/what-is-sedai-used-for) ### 16. [Servicely](https://www.g2.com/products/servicely/reviews) Servicely is an infinitely flexible, AI-powered Enterprise Service Management platform that provides businesses with a single system of record and action for service delivery, empowering service teams to manage workloads, automate tasks, and enhance agent productivity through the power of Agentic AI and Generative AI embedded into every facet of the platform. Servicely isn’t just another one-size-fits-all solution; it’s a flexible, scalable platform designed to evolve alongside ambitious, growing businesses, accelerating service delivery and improving customer and end-user satisfaction. By harnessing the combined power of AI and human expertise, Servicely empowers IT teams to flourish, driving exponential impact and transforming how work flows across the entire business. Servicely can be utilised across the enterprise, as a platform powering: – Enterprise Service Management (ESM) – IT Service Management (ITSM) – IT Asset Management (ITAM) – HR Service Delivery – Project Portfolio Management (PPM) – Customer Service Management (CSM) – Security Operations – Risk Management – Vendor & Contract Management Platform Capabilities: Orchestration & Automation • Automate actions within the platform and across integrations • Reduce agent swivel-chairing • Automate low-value work • Build complex automation with ease No-code/low-code configuration & workflow builder • Completely configurable – from simple changes to custom apps • Democratise innovation and empower all to automate • Create powerful workflows • Speed up changes Embedded Generative AI • AI is embedded across every facet of the platform • Augment service agents with an AI copilot • Increase accuracy with Retrieval Augmented Generation • Generate knowledge articles Agentic AI / AI Agents • Deliver always-on self-service to users/customers via an AI agent • Proactively identify problems and resolve or triage them • Automate service management and reduce operational costs Self-Service Portal • Give users a centralised portal for services across your enterprise • Speed up service delivery and empower users with self-service • Log requests, resolve incidents and find information with ease Integrations • Integrate with your key business applications via native integrations or REST API • Automate tasks and AI actions across integrated platforms • Shift service delivery left and reduce service costs **Who Is the Company Behind Servicely?** - **Seller:** [Servicely.ai](https://www.g2.com/sellers/servicely-ai) - **HQ Location:** Sydney, AU - **LinkedIn® Page:** https://www.linkedin.com/company/servicely-ai/ (15 employees on LinkedIn®) ### 17. [Signal9](https://www.g2.com/products/signal9/reviews) Before the incident, there are alerts. Signal9 is a Signal Operations platform that helps teams manage alerts, on-call response, and operational automation in one place. Ingest alerts from your existing monitoring tools, coordinate response through integrated escalation and on-call workflows, and automate repetitive operational tasks using backtesting, shadow mode, and AI-driven recommendations. **Who Is the Company Behind Signal9?** - **Seller:** [Signal9](https://www.g2.com/sellers/signal9) - **Year Founded:** 2026 - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/signal9/ (1 employees on LinkedIn®) ### 18. [Skefto](https://www.g2.com/products/skefto/reviews) Skefto is an integrated Governance, Risk, and Compliance (GRC) platform designed to streamline and enhance organizational processes across various sectors. It consolidates risk management, incident reporting, health and safety compliance, and strategic planning into a unified system, facilitating improved collaboration, transparency, and efficiency. \*\*Risk Management:\*\* Skefto offers a centralized repository for managing diverse risks, including strategic, operational, safety, security, and cyber risks. The platform enables organizations to identify, assess, and control risks effectively, aligning with standards such as AS/ISO 31000. Key features include customizable risk matrices, control effectiveness assurance, and real-time dashboards for monitoring key risk indicators and treatment plans. This comprehensive approach supports informed decision-making and enhances organizational resilience. \*\*Incident Management:\*\* The platform provides tools for logging, tracking, and resolving various incidents, such as safety breaches, complaints, security issues, and compliance violations. Skefto's incident management module includes customizable incident registers, automated workflows, and real-time notifications, ensuring timely responses and thorough documentation. Integration with Microsoft Teams facilitates seamless communication, while post-incident review tools support continuous improvement initiatives. \*\*Health and Safety Compliance:\*\* Skefto assists organizations in proactively managing health and safety risks, ensuring compliance with relevant laws and standards. Features encompass hazard identification, risk assessments, audits, inspections, and injury management. The platform's centralized repository allows for efficient tracking of health and safety records, policies, and training documentation, promoting a culture of safety and accountability. \*\*Strategic Planning:\*\* The platform supports the development and execution of strategic, business, operational, and project plans. Skefto enables organizations to align strategies across departments, manage resources effectively, and monitor performance through interactive dashboards. Tools for plan decomposition, alignment, agile execution, and continuous review facilitate adaptive planning and informed decision-making. \*\*Key Features:\*\* - \*\*Forms:\*\* Tailorable forms for data collection across various business processes, accessible from any device. - \*\*Workflows:\*\* Automated workflows to ensure efficient operations and accountability, with configurable messaging and notifications. - \*\*Plans:\*\* Tools for managing strategies and operational activities, supporting team collaboration and agile execution. - \*\*Reporting & Dashboards:\*\* A range of standard and customizable reports and dashboards for data-driven decision-making. - \*\*Templates:\*\* Ready-made templates and content applicable to various industries, with the option to create custom templates for organizational use. Skefto is designed to be flexible and scalable, catering to organizations of different sizes and industries. It is hosted in government-certified data centers, ensuring data security and compliance with local data sovereignty and privacy laws. The platform's user-centric design emphasizes an engaging experience, promoting high user adoption and facilitating the effective management of governance, risk, compliance, and strategic planning processes. **Who Is the Company Behind Skefto?** - **Seller:** [skefto](https://www.g2.com/sellers/skefto) - **Year Founded:** 2018 - **HQ Location:** Melbourne, AU - **LinkedIn® Page:** https://www.linkedin.com/company/skefto (4 employees on LinkedIn®) **Who Uses This Product?** - **Company Size:** 100% Small-Business #### What Are Recent G2 Reviews of Skefto? **"[Making executing and monitoring strategy effective and stress free](https://www.g2.com/survey_responses/skefto-review-4737116)"** **Rating:** 5.0/5.0 stars *— Rajiv J.* [Read full review](https://www.g2.com/survey_responses/skefto-review-4737116) --- #### What Are G2 Users Discussing About Skefto? - [What is Skefto used for?](https://www.g2.com/discussions/what-is-skefto-used-for) ### 19. [Spectate](https://www.g2.com/products/spectate-spectate/reviews) Monitoring and incident management shouldn't be complex or time-consuming. Spectate is a simple yet powerful monitoring and incident management platform with AI-powered status updates and incident resolutions. Spectate goes beyond just monitoring your website. It monitors domains, and performance, allows you to create elegant branded status pages and receive rich notifications with all the information you need. **Who Is the Company Behind Spectate?** - **Seller:** [Spectate](https://www.g2.com/sellers/spectate) - **Year Founded:** 2022 - **HQ Location:** Bergschenhoek, NL - **LinkedIn® Page:** http://www.linkedin.com/company/spectatehq (1 employees on LinkedIn®) ### 20. [SP Safety](https://www.g2.com/products/sp-safety/reviews) SP Safety Management by SP Marketplace is a comprehensive incident management solution built natively on Microsoft 365 and SharePoint, designed to help organizations streamline and automate their safety programs. Founded on a commitment to maximizing the value of existing Microsoft 365 investments, SP Marketplace delivers no-code, out-of-the-box business applications that simplify operational processes for a range of industries including manufacturing, government, and non-profits. With thousands of global users, SP Marketplace has a proven track record of delivering flexible, scalable solutions that drive efficiency and compliance. The SP Safety Management solution offers a centralized platform for managing critical safety processes, including incident reporting, safety audits, compliance tracking, and training management. Users can easily report hazards and incidents from any device, schedule inspections, track corrective actions, and ensure compliance with industry regulations. Integrated with Microsoft Teams and Power BI, SP Safety Management provides real-time dashboards and automated notifications to keep your team informed and proactive. With SP Safety Management, organizations can reduce safety risks, improve compliance, and enhance workplace culture by promoting accountability and visibility across all departments. By leveraging your existing Microsoft 365 infrastructure, this solution eliminates the need for standalone SaaS products, reducing costs and boosting adoption rates. Whether you're a safety manager, HR professional, or executive, SP Safety Management empowers your organization to stay compliant, mitigate risks, and create a safer work environment. **Who Is the Company Behind SP Safety?** - **Seller:** [SP Marketplace](https://www.g2.com/sellers/sp-marketplace) - **Year Founded:** 2012 - **HQ Location:** Penn Valley, California - **Twitter:** @SP_Marketplace (609 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/2317262/ (26 employees on LinkedIn®) ### 21. [StatusPage.me](https://www.g2.com/products/statuspage-me/reviews) Status Page is a Europe-built uptime monitoring and incident communication platform for SaaS and infrastructure teams. It provides multi-region uptime monitoring, response-time tracking, public and private status pages, and structured incident updates in a single system. Teams use Status Page to monitor websites, APIs, and services in real time, publish transparent status pages, and communicate outages or maintenance events with clear incident timelines and historical reporting. Unlike many alternatives, Status Page operates without third-party runtime dependencies and publishes transparent subprocessors, giving organizations greater control over their monitoring data and incident communications. **Who Is the Company Behind StatusPage.me?** - **Seller:** [StatusPage.me](https://www.g2.com/sellers/statuspage-me) - **HQ Location:** N/A - **Twitter:** @getStatusPage (54 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/hosted-status-page/ (1 employees on LinkedIn®) ### 22. [SunChaser](https://www.g2.com/products/sunchaser/reviews) Collaborative on-call for engineering teams. View your PagerDuty schedules, connect channels to a rotation team, make overrides, get help with coverage, and more, all right from Slack, for the whole team. **Who Is the Company Behind SunChaser?** - **Seller:** [SunChaser.io](https://www.g2.com/sellers/sunchaser-io) - **Year Founded:** 2023 - **LinkedIn® Page:** https://www.linkedin.com/company/sunchaser-io/ (3 employees on LinkedIn®) ### 23. [TaskCall](https://www.g2.com/products/taskcall/reviews) TaskCall is a real time incident response and management system for IT and DevOps. It automates the incident response process using conditional AI and reduces the time to resolution. **Who Is the Company Behind TaskCall?** - **Seller:** [TaskCall Inc](https://www.g2.com/sellers/taskcall-inc) - **Year Founded:** 2020 - **HQ Location:** Dover, US - **Twitter:** @taskcallapp (5 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/taskcall/ (4 employees on LinkedIn®) ### 24. [Traceroot](https://www.g2.com/products/traceroot/reviews) TraceRoot is the structured incident investigation platform for AWS teams that need root cause analyses their auditors will accept. It combines a guided 5-step RCA workflow with AI assistance that surfaces causal links and recommends similar past incidents replacing ad-hoc post-mortems with a documented, repeatable process. The 5-step workflow: PreWork — capture incident scope, timeline, and stakeholders. Causes — enumerate every contributing factor. Fishbone Analysis — group causes by category (people, process, technology, environment). 5 Why — drill from each cause to the underlying root cause. Corrective Actions — define remediation owners, deadlines, and verification. AI Assist suggests causal relationships between events, recommends similar past incidents from your organization's incident library, and prefills evidence references — so investigators spend their time analyzing instead of typing. Who uses TraceRoot: SRE, DevOps, Platform Engineering, IT Operations, and Compliance / Risk teams that investigate recurring incidents and need consistent, audit-ready documentation. Banks investigating regulatory issues, fintechs preparing for SOC 2 audits, healthcare teams documenting HIPAA breach root causes, and SaaS teams standardizing incident post-mortems. Pricing description (500 chars max) Three subscription tiers on AWS Marketplace. Basic: $299/month, 3 users. Standard: $799/month, 10 users. Premium: $1,499/month, 25 users. All tiers include the full 5-step RCA workflow, AI Assist, industry-aligned templates, audit-ready PDF and CSV exports, and corrective action tracking. 14-day free trial. AWS credits and committed spend eligible. Volume and enterprise pricing available contact vendor. Best for AWS teams running production workloads who need consistent, audit-ready root cause analyses. Especially banks, fintechs, healthcare orgs, manufacturers, and B2B SaaS teams subject to SOC 2, ISO 27001, HIPAA, or industry-specific audits. Target buyer titles SRE · DevOps Engineer · Platform Engineer · IT Operations Lead · Compliance Manager · Risk Manager · Head of Reliability **Who Is the Company Behind Traceroot?** - **Seller:** [ComplyRim](https://www.g2.com/sellers/complyrim) - **HQ Location:** Idaho Falls, US - **LinkedIn® Page:** https://www.linkedin.com/company/104102638/ (2 employees on LinkedIn®) ### 25. [UpReport](https://www.g2.com/products/upreport/reviews) UpReport is a modern AI-powered status page and incident communication platform that unifies internal coordination with transparent customer-facing updates. It helps engineering and service teams proactively communicate outages, uptime metrics, and real-time service health to stakeholders, reducing support noise and building trust through clarity. **Who Is the Company Behind UpReport?** - **Seller:** [EUPHORIC DOG](https://www.g2.com/sellers/euphoric-dog) - **HQ Location:** N/A - **LinkedIn® Page:** https://www.linkedin.com/company/upreport/ (4 employees on LinkedIn®) ## 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.