So what do you do if there’s a fire?
First, you call the fire department—the fire department comes as quickly as they can and eventually they’ll put the fire out.
Once they are done putting out the fire, they’ll give you the ‘all clear,’ and things will proceed to normal.
This is precisely how incident management software works. The point of incident management is to restore things to the normal function in the quickest, most logical way. Incident management tools are critical for any business with services that can have problems.
These incidents can be reported through phone calls, web forms, monitoring, and technical staff.
Once the initial contact for the incident comes through, the next process is to record the incident, classify it, prioritize the support ticket and look into the problem. The final step is to come up with a resolution and finally close the support ticket.
If your business does not go through this process, most likely, you won’t have customers returning due to unresolved problems.
There’s excellent software out there that can take care of your incident management system needs. But, It’s essential to do your research before buying incident management software. Keep reading for the top 7 best incident management software of 2019.
7. Fresh Service
This cloud-based IT service management (ITSM) system is one of the most popular platforms for support. Their ticketing system’s ability to track client queries are second to none.
The maintenance on Freshservice is minimal, and data is fully automated. It’s easy to use software and can take your IT solutions to the next level.
Features include:
- Multi-channel support from a single platform
- Easy to use dashboard overview
- Auto-assign and escalate tickets
- Self-service support
- Task management
- Satisfaction surveys
Deployment type – SaaS, web-based, cloud-based
Price – There is a free version, Enterprise versions range from $29-$80.
Devices supported – Linux, Windows, Mac, Android, and iPhone.
6. OpsGenie
This popular incident management software is another excellent cloud-based system. OpsGenie gets alerts from its monitoring systems and prioritizes each alert based on the importance of the ticket.
Support tickets can be done through email, text messaging, and voice calls through multiple devices.
Features include:
- Actionable and reliable alerting
- On-call management and escalations
- Communication and collaboration
- Incoming call routing
- Advanced reporting and analytics
Deployment type – SaaS, web-based, cloud-based
Price -This is a subscription-based program. The price depends on how many users are using the system.
Devices supported – Linux, Windows, Mac, Android, and iPhone.
5.Logic Manager
LogicManager offers a broad range of incident management solutions that are integrated with risk management. This system is scalable and fits the needs of small to large businesses. This system provides a good platform for improved risk management
Features include:
- Fraud Risk Management
- Incident and case management
- Customer complaint support
- Threat and vulnerability management
- Bank Secrecy Act and anti-money laundering management
- Price – $10,000-$150,000 per year
Deployment type – SaaS, web-based, cloud-based
Devices supported – Linux, Windows, Mac, Android, and iPhone.
4. Zendesk
Zendesk is a powerful incident management tool that is the bridge in building wonderful customer experiences. This is scalable, and flexible to meet any company’s needs.
This system writes support tickets via phone, social media, chat and email. It also has a self-service knowledge library and supports call center service.
Features include:
- SCSM knowledge base and smart self-service guide
- Live chat and messaging
- call center software
- Integrated customer support
- mobile device support
Deployment type – SaaS, web-based, cloud-based
Price – starts at $9 and goes up to $199 per user agent.
Devices supported – Linux, Windows, Mac, Android, and iPhone.
3. Pager Duty
Pager duty is a full-scale high-end Incident management that can take care of all of your business needs. With high profile users such as IBM, Spotify, eBay, Pay Pal, and Netflix, their system screams dependability.
Features:
- Incident alerts
- Status Dashboard
- Event management
- Analytics reporting
- integration of services and extension add-ons
Deployment type – SaaS, web-based, cloud-based
Price – starts at $9 and goes up to $99 depending on your needs and add-on features.
Devices supported – Linux, Windows, Mac, Android, and iPhone.
2. Mantis Bug Tracker
Mantis Bug Tracker is an open-source bug tracking tool. It’s minimal, simplistic, and collaborates with team members and clients seamlessly. The main features are free and easy to install.
Features:
- Graphing and reporting
- Document management
- Customizable workflow
- Time tracking
- Advanced search tools
- User-based security
- Chat Integration
Deployment type – SaaS, web based, cloud based
Price – Starts at $14.95 per month
Devices supported – Linux, Windows, Mac, Android, and iPhone.
1. Jira Service Desk
Jira Service Desk is the premier solution for IT support and customer service Incident Management. Jira has many customizable and add-on options can be integrated within its own Jira platform.
Jira is a premiere bug tracking tool and makes it simple for clients to contact the company about incident tickets and whether it’s from a phone call, email, or web-based messaging.
Features:
- Self-service portal
- Integrated knowledge base
- unlimited creation of service level agreement
- Customizable agent queues
- Customer satisfaction reporting
- Incident alerts
- Supports automation
Deployment type – SaaS, web-based, cloud-based
Devices supported – Linux, Windows, Mac, Android, and iPhone.
Price – Starts at $10 to $20 depending on how many agents have access
Incident Management Software Is the Way to Go
The bottom line, incident management software is vital for any business to thrive. A healthy customer relationship will keep profits up and make lead generation a lot easier.
Incident reporting software not only keeps customers satisfied but also cuts manual labor costs, improves efficiency, and increases quality control with your product or service.
This carefully curated list should help you narrow down which incident management software is best for you and will take the worry out of not being sure which one to pick.
Also, a lot of this software featured in this top 7 list has a free trial for you to use. Go to their websites, try them out and see for yourself!
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