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Best Incident Management Software for Medium-Sized Businesses

Tian Lin
TL
Researched and written by Tian Lin

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

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

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G2 takes pride in showing unbiased reviews on user satisfaction in our ratings and reports. We do not allow paid placements in any of our ratings, rankings, or reports. Learn about our scoring methodologies.

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34 Listings in Incident Management Available
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    G2 Score
NinjaOne
(3,123)4.7 out of 5
Optimized for quick response
2nd Easiest To Use in Incident Management software
View top Consulting Services for NinjaOne
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  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    NinjaOne, the automated endpoint management platform, delivers visibility, security, and control over all endpoints for more than 30,000 customers in 130+ countries. The cloud-native NinjaOne platform

    Users
    • IT Manager
    • Owner
    Industries
    • Information Technology and Services
    • Computer & Network Security
    Market Segment
    • 49% Mid-Market
    • 45% Small-Business
    User Sentiment
    How are these determined?Information
    These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
    • NinjaOne is a remote monitoring and management platform that offers features such as workstation and server management, patch management, and automation.
    • Users frequently mention the wide feature set, easy usability, and excellent customer support as key benefits of NinjaOne, along with its robust and intuitive interface.
    • Reviewers noted some issues with the product, including a less robust NMS side, occasional slow response times from support, and a lack of certain features such as one-time screen connect capabilities and full remote control for Android devices.
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • NinjaOne Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    1,524
    Features
    972
    Automation
    929
    Remote Access
    910
    Customer Support
    863
    Cons
    Missing Features
    798
    Feature Issues
    362
    Improvement Needed
    351
    Limited Features
    338
    Needs Improvement
    320
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • NinjaOne features and usability ratings that predict user satisfaction
    9.5
    Has the product been a good partner in doing business?
    Average: 9.1
    8.4
    Lifecycle Visualization
    Average: 8.7
    9.2
    Constant Monitoring
    Average: 8.9
    6.5
    AI Text Generation
    Average: 7.4
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    NinjaOne
    Company Website
    Year Founded
    2013
    HQ Location
    Austin, Texas
    Twitter
    @NinjaOne
    3,381 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,921 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

NinjaOne, the automated endpoint management platform, delivers visibility, security, and control over all endpoints for more than 30,000 customers in 130+ countries. The cloud-native NinjaOne platform

Users
  • IT Manager
  • Owner
Industries
  • Information Technology and Services
  • Computer & Network Security
Market Segment
  • 49% Mid-Market
  • 45% Small-Business
User Sentiment
How are these determined?Information
These insights, currently in beta, are compiled from user reviews and grouped to display a high-level overview of the software.
  • NinjaOne is a remote monitoring and management platform that offers features such as workstation and server management, patch management, and automation.
  • Users frequently mention the wide feature set, easy usability, and excellent customer support as key benefits of NinjaOne, along with its robust and intuitive interface.
  • Reviewers noted some issues with the product, including a less robust NMS side, occasional slow response times from support, and a lack of certain features such as one-time screen connect capabilities and full remote control for Android devices.
NinjaOne Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
1,524
Features
972
Automation
929
Remote Access
910
Customer Support
863
Cons
Missing Features
798
Feature Issues
362
Improvement Needed
351
Limited Features
338
Needs Improvement
320
View All Pros and Cons
NinjaOne features and usability ratings that predict user satisfaction
9.5
Has the product been a good partner in doing business?
Average: 9.1
8.4
Lifecycle Visualization
Average: 8.7
9.2
Constant Monitoring
Average: 8.9
6.5
AI Text Generation
Average: 7.4
Seller Details
Seller
NinjaOne
Company Website
Year Founded
2013
HQ Location
Austin, Texas
Twitter
@NinjaOne
3,381 Twitter followers
LinkedIn® Page
www.linkedin.com
1,921 employees on LinkedIn®
Jira Service Management
(945)4.3 out of 5
6th Easiest To Use in Incident Management software
View top Consulting Services for Jira Service Management
Save to My Lists
Entry Level Price:0 /agent/month
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 sta

    Users
    • Software Engineer
    • Senior Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 42% Mid-Market
    • 39% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Jira Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    33
    Integrations
    22
    Automation
    21
    Ticket Management
    21
    Tracking Ease
    21
    Cons
    Learning Curve
    27
    Steep Learning Curve
    23
    Complexity
    19
    Complex Setup
    15
    Complex UI
    10
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Jira Service Management features and usability ratings that predict user satisfaction
    8.7
    Has the product been a good partner in doing business?
    Average: 9.1
    9.0
    Lifecycle Visualization
    Average: 8.7
    8.9
    Constant Monitoring
    Average: 8.9
    8.1
    AI Text Generation
    Average: 7.4
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Atlassian
    Company Website
    Year Founded
    2002
    HQ Location
    Sydney and San Francisco
    Twitter
    @Atlassian
    105,407 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    18,995 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 sta

Users
  • Software Engineer
  • Senior Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 42% Mid-Market
  • 39% Enterprise
Jira Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
33
Integrations
22
Automation
21
Ticket Management
21
Tracking Ease
21
Cons
Learning Curve
27
Steep Learning Curve
23
Complexity
19
Complex Setup
15
Complex UI
10
View All Pros and Cons
Jira Service Management features and usability ratings that predict user satisfaction
8.7
Has the product been a good partner in doing business?
Average: 9.1
9.0
Lifecycle Visualization
Average: 8.7
8.9
Constant Monitoring
Average: 8.9
8.1
AI Text Generation
Average: 7.4
Seller Details
Seller
Atlassian
Company Website
Year Founded
2002
HQ Location
Sydney and San Francisco
Twitter
@Atlassian
105,407 Twitter followers
LinkedIn® Page
www.linkedin.com
18,995 employees on LinkedIn®

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ServiceNow IT Service Management
(1,185)4.4 out of 5
9th Easiest To Use in Incident Management software
View top Consulting Services for ServiceNow IT Service Management
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    ServiceNow IT Service Management (ITSM) is a comprehensive cloud-based AI software solution designed to streamline and enhance the delivery of IT services within a business. With ServiceNow ITSM, orga

    Users
    • Consultant
    • Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 73% Enterprise
    • 21% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • ServiceNow IT Service Management Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    128
    Incident Management
    88
    Features
    82
    Efficiency
    76
    Integrations
    67
    Cons
    Learning Curve
    55
    Expensive
    47
    Limited Customization
    41
    Customization Difficulty
    38
    Complexity
    35
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • ServiceNow IT Service Management features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.1
    8.6
    Lifecycle Visualization
    Average: 8.7
    8.9
    Constant Monitoring
    Average: 8.9
    8.3
    AI Text Generation
    Average: 7.4
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    ServiceNow
    Company Website
    Year Founded
    2004
    HQ Location
    Santa Clara, CA
    Twitter
    @servicenow
    52,734 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    30,456 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

ServiceNow IT Service Management (ITSM) is a comprehensive cloud-based AI software solution designed to streamline and enhance the delivery of IT services within a business. With ServiceNow ITSM, orga

Users
  • Consultant
  • Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 73% Enterprise
  • 21% Mid-Market
ServiceNow IT Service Management Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
128
Incident Management
88
Features
82
Efficiency
76
Integrations
67
Cons
Learning Curve
55
Expensive
47
Limited Customization
41
Customization Difficulty
38
Complexity
35
View All Pros and Cons
ServiceNow IT Service Management features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.1
8.6
Lifecycle Visualization
Average: 8.7
8.9
Constant Monitoring
Average: 8.9
8.3
AI Text Generation
Average: 7.4
Seller Details
Seller
ServiceNow
Company Website
Year Founded
2004
HQ Location
Santa Clara, CA
Twitter
@servicenow
52,734 Twitter followers
LinkedIn® Page
www.linkedin.com
30,456 employees on LinkedIn®
xMatters
(675)4.5 out of 5
Optimized for quick response
3rd Easiest To Use in Incident Management software
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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. xMat

    Users
    • Software Engineer
    • System Engineer
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 66% Enterprise
    • 25% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • xMatters Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Alerting System
    66
    Ease of Use
    55
    Alert Management
    54
    Notifications
    42
    Automation
    33
    Cons
    Complexity
    26
    Learning Curve
    17
    Integration Issues
    13
    Difficult Setup
    11
    Missing Features
    10
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • xMatters features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 9.1
    9.0
    Lifecycle Visualization
    Average: 8.7
    9.3
    Constant Monitoring
    Average: 8.9
    8.8
    AI Text Generation
    Average: 7.4
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Everbridge
    Company Website
    Year Founded
    2002
    HQ Location
    Boston, MA
    Twitter
    @Everbridge
    4,790 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,573 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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. xMat

Users
  • Software Engineer
  • System Engineer
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 66% Enterprise
  • 25% Mid-Market
xMatters Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Alerting System
66
Ease of Use
55
Alert Management
54
Notifications
42
Automation
33
Cons
Complexity
26
Learning Curve
17
Integration Issues
13
Difficult Setup
11
Missing Features
10
View All Pros and Cons
xMatters features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.1
9.0
Lifecycle Visualization
Average: 8.7
9.3
Constant Monitoring
Average: 8.9
8.8
AI Text Generation
Average: 7.4
Seller Details
Seller
Everbridge
Company Website
Year Founded
2002
HQ Location
Boston, MA
Twitter
@Everbridge
4,790 Twitter followers
LinkedIn® Page
www.linkedin.com
1,573 employees on LinkedIn®
Freshservice
(1,299)4.6 out of 5
Optimized for quick response
7th Easiest To Use in Incident Management software
Save to My Lists
Entry Level Price:$19.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Freshservice is Freshworks’s intelligent, right-sized, cloud-native service management solution. Freshservice does this by taking a fresh approach to building and delivering modern employee experience

    Users
    • IT Manager
    • IT Director
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 62% Mid-Market
    • 21% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Freshservice Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    73
    Features
    39
    Automation
    36
    Customer Support
    30
    Easy Setup
    29
    Cons
    Missing Features
    25
    Limited Features
    19
    Limited Customization
    17
    Learning Curve
    15
    Limited Functionality
    13
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Freshservice features and usability ratings that predict user satisfaction
    9.1
    Has the product been a good partner in doing business?
    Average: 9.1
    8.5
    Lifecycle Visualization
    Average: 8.7
    8.3
    Constant Monitoring
    Average: 8.9
    7.8
    AI Text Generation
    Average: 7.4
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Freshworks
    Company Website
    Year Founded
    2010
    HQ Location
    San Mateo, CA
    Twitter
    @FreshworksInc
    19,076 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    9,175 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Freshservice is Freshworks’s intelligent, right-sized, cloud-native service management solution. Freshservice does this by taking a fresh approach to building and delivering modern employee experience

Users
  • IT Manager
  • IT Director
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 62% Mid-Market
  • 21% Enterprise
Freshservice Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
73
Features
39
Automation
36
Customer Support
30
Easy Setup
29
Cons
Missing Features
25
Limited Features
19
Limited Customization
17
Learning Curve
15
Limited Functionality
13
View All Pros and Cons
Freshservice features and usability ratings that predict user satisfaction
9.1
Has the product been a good partner in doing business?
Average: 9.1
8.5
Lifecycle Visualization
Average: 8.7
8.3
Constant Monitoring
Average: 8.9
7.8
AI Text Generation
Average: 7.4
Seller Details
Seller
Freshworks
Company Website
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
19,076 Twitter followers
LinkedIn® Page
www.linkedin.com
9,175 employees on LinkedIn®
incident.io
(178)4.8 out of 5
4th Easiest To Use in Incident Management software
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 thousan

    Users
    • Senior Software Engineer
    • Site Reliability Engineer
    Industries
    • Computer Software
    • Financial Services
    Market Segment
    • 67% Mid-Market
    • 20% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • incident.io Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    38
    Customer Support
    37
    Integrations
    28
    Slack Integration
    27
    Customer Satisfaction
    21
    Cons
    Missing Features
    10
    Limited Features
    8
    Feature Issues
    4
    Limited Customization
    4
    Confusion
    3
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • incident.io features and usability ratings that predict user satisfaction
    9.7
    Has the product been a good partner in doing business?
    Average: 9.1
    9.3
    Lifecycle Visualization
    Average: 8.7
    8.8
    Constant Monitoring
    Average: 8.9
    8.2
    AI Text Generation
    Average: 7.4
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    incident.io
    Company Website
    Year Founded
    2021
    HQ Location
    New York, US
    Twitter
    @incident_io
    3,517 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    116 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 thousan

Users
  • Senior Software Engineer
  • Site Reliability Engineer
Industries
  • Computer Software
  • Financial Services
Market Segment
  • 67% Mid-Market
  • 20% Enterprise
incident.io Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
38
Customer Support
37
Integrations
28
Slack Integration
27
Customer Satisfaction
21
Cons
Missing Features
10
Limited Features
8
Feature Issues
4
Limited Customization
4
Confusion
3
View All Pros and Cons
incident.io features and usability ratings that predict user satisfaction
9.7
Has the product been a good partner in doing business?
Average: 9.1
9.3
Lifecycle Visualization
Average: 8.7
8.8
Constant Monitoring
Average: 8.9
8.2
AI Text Generation
Average: 7.4
Seller Details
Seller
incident.io
Company Website
Year Founded
2021
HQ Location
New York, US
Twitter
@incident_io
3,517 Twitter followers
LinkedIn® Page
www.linkedin.com
116 employees on LinkedIn®
PagerDuty
(908)4.5 out of 5
8th Easiest To Use in Incident Management software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 incid

    Users
    • Software Engineer
    • Senior Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 43% Mid-Market
    • 39% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • PagerDuty Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Alert Notifications
    14
    Alerting System
    13
    Alert Management
    12
    Easy Integrations
    12
    Integrations
    12
    Cons
    Expensive
    9
    Alert Issues
    7
    Limited Features
    6
    Missing Features
    6
    Pricing Issues
    6
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • PagerDuty features and usability ratings that predict user satisfaction
    8.9
    Has the product been a good partner in doing business?
    Average: 9.1
    9.0
    Lifecycle Visualization
    Average: 8.7
    9.2
    Constant Monitoring
    Average: 8.9
    8.2
    AI Text Generation
    Average: 7.4
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    PagerDuty
    Company Website
    Year Founded
    2009
    HQ Location
    San Francisco, CA
    Twitter
    @pagerduty
    25,045 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    1,315 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 incid

Users
  • Software Engineer
  • Senior Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 43% Mid-Market
  • 39% Enterprise
PagerDuty Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Alert Notifications
14
Alerting System
13
Alert Management
12
Easy Integrations
12
Integrations
12
Cons
Expensive
9
Alert Issues
7
Limited Features
6
Missing Features
6
Pricing Issues
6
View All Pros and Cons
PagerDuty features and usability ratings that predict user satisfaction
8.9
Has the product been a good partner in doing business?
Average: 9.1
9.0
Lifecycle Visualization
Average: 8.7
9.2
Constant Monitoring
Average: 8.9
8.2
AI Text Generation
Average: 7.4
Seller Details
Seller
PagerDuty
Company Website
Year Founded
2009
HQ Location
San Francisco, CA
Twitter
@pagerduty
25,045 Twitter followers
LinkedIn® Page
www.linkedin.com
1,315 employees on LinkedIn®
SolarWinds Service Desk
(765)4.3 out of 5
Optimized for quick response
14th Easiest To Use in Incident Management software
Save to My Lists
Entry Level Price:$39.00
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    SolarWinds® Service Desk is an all-in-one service management platform designed to help IT teams and various departments deliver reliable and efficient service. This comprehensive solution integrates t

    Users
    • IT Manager
    • Systems Administrator
    Industries
    • Information Technology and Services
    • Hospital & Health Care
    Market Segment
    • 68% Mid-Market
    • 24% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • SolarWinds Service Desk Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    13
    Asset Management
    9
    Ticketing System
    9
    Ticket Management
    8
    User Interface
    8
    Cons
    Missing Features
    5
    Asset Management
    4
    Insufficient Information
    4
    Expensive
    3
    Ticketing Issues
    3
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • SolarWinds Service Desk features and usability ratings that predict user satisfaction
    9.0
    Has the product been a good partner in doing business?
    Average: 9.1
    8.4
    Lifecycle Visualization
    Average: 8.7
    8.4
    Constant Monitoring
    Average: 8.9
    5.9
    AI Text Generation
    Average: 7.4
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    SolarWinds Worldwide LLC
    Company Website
    Year Founded
    1999
    HQ Location
    Austin, TX
    Twitter
    @solarwinds
    19,797 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,801 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

SolarWinds® Service Desk is an all-in-one service management platform designed to help IT teams and various departments deliver reliable and efficient service. This comprehensive solution integrates t

Users
  • IT Manager
  • Systems Administrator
Industries
  • Information Technology and Services
  • Hospital & Health Care
Market Segment
  • 68% Mid-Market
  • 24% Enterprise
SolarWinds Service Desk Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
13
Asset Management
9
Ticketing System
9
Ticket Management
8
User Interface
8
Cons
Missing Features
5
Asset Management
4
Insufficient Information
4
Expensive
3
Ticketing Issues
3
View All Pros and Cons
SolarWinds Service Desk features and usability ratings that predict user satisfaction
9.0
Has the product been a good partner in doing business?
Average: 9.1
8.4
Lifecycle Visualization
Average: 8.7
8.4
Constant Monitoring
Average: 8.9
5.9
AI Text Generation
Average: 7.4
Seller Details
Seller
SolarWinds Worldwide LLC
Company Website
Year Founded
1999
HQ Location
Austin, TX
Twitter
@solarwinds
19,797 Twitter followers
LinkedIn® Page
www.linkedin.com
2,801 employees on LinkedIn®
Pulseway
(115)4.6 out of 5
10th Easiest To Use in Incident Management software
Save to My Lists
Entry Level Price:from $39 Tier based pr...
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 featu

    Users
    • IT Manager
    • Owner
    Industries
    • Information Technology and Services
    • Computer & Network Security
    Market Segment
    • 55% Small-Business
    • 39% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Pulseway Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    39
    Customer Support
    36
    Features
    29
    Intuitive
    20
    Remote Access
    19
    Cons
    Missing Features
    21
    Limited Features
    12
    Needs Improvement
    12
    Feature Issues
    11
    Lacking Features
    11
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Pulseway features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 9.1
    9.2
    Lifecycle Visualization
    Average: 8.7
    9.8
    Constant Monitoring
    Average: 8.9
    5.0
    AI Text Generation
    Average: 7.4
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    MMSoft Design
    Year Founded
    2011
    HQ Location
    Dublin, Ireland
    Twitter
    @pulsewayapp
    6,142 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    47 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 featu

Users
  • IT Manager
  • Owner
Industries
  • Information Technology and Services
  • Computer & Network Security
Market Segment
  • 55% Small-Business
  • 39% Mid-Market
Pulseway Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
39
Customer Support
36
Features
29
Intuitive
20
Remote Access
19
Cons
Missing Features
21
Limited Features
12
Needs Improvement
12
Feature Issues
11
Lacking Features
11
View All Pros and Cons
Pulseway features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.1
9.2
Lifecycle Visualization
Average: 8.7
9.8
Constant Monitoring
Average: 8.9
5.0
AI Text Generation
Average: 7.4
Seller Details
Seller
MMSoft Design
Year Founded
2011
HQ Location
Dublin, Ireland
Twitter
@pulsewayapp
6,142 Twitter followers
LinkedIn® Page
www.linkedin.com
47 employees on LinkedIn®
New Relic
(540)4.4 out of 5
Optimized for quick response
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 t

    Users
    • Software Engineer
    • Senior Software Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 45% Mid-Market
    • 29% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • New Relic Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    51
    Real-time Monitoring
    49
    Monitoring
    40
    Insights
    38
    User Interface
    32
    Cons
    Expensive
    35
    Pricing Issues
    29
    Complex Setup
    14
    Learning Curve
    14
    Limited Features
    12
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • New Relic features and usability ratings that predict user satisfaction
    8.5
    Has the product been a good partner in doing business?
    Average: 9.1
    8.8
    Lifecycle Visualization
    Average: 8.7
    9.5
    Constant Monitoring
    Average: 8.9
    7.8
    AI Text Generation
    Average: 7.4
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    New Relic
    Company Website
    Year Founded
    2008
    HQ Location
    San Francisco, CA
    Twitter
    @newrelic
    67,315 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    2,986 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 t

Users
  • Software Engineer
  • Senior Software Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 45% Mid-Market
  • 29% Small-Business
New Relic Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
51
Real-time Monitoring
49
Monitoring
40
Insights
38
User Interface
32
Cons
Expensive
35
Pricing Issues
29
Complex Setup
14
Learning Curve
14
Limited Features
12
View All Pros and Cons
New Relic features and usability ratings that predict user satisfaction
8.5
Has the product been a good partner in doing business?
Average: 9.1
8.8
Lifecycle Visualization
Average: 8.7
9.5
Constant Monitoring
Average: 8.9
7.8
AI Text Generation
Average: 7.4
Seller Details
Seller
New Relic
Company Website
Year Founded
2008
HQ Location
San Francisco, CA
Twitter
@newrelic
67,315 Twitter followers
LinkedIn® Page
www.linkedin.com
2,986 employees on LinkedIn®
Zenduty
(139)4.6 out of 5
5th Easiest To Use in Incident Management software
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Zenduty by Xurrent is an end-to-end incident management platform for real-time alerts, task delegation, and SLA compliance. Seamlessly integrating with over 150+ popular monitoring and ticketing tool

    Users
    • Software Engineer
    • Senior Software Engineer
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 49% Mid-Market
    • 27% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Zenduty Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    37
    Alert Management
    35
    Integrations
    26
    User Interface
    22
    Customer Support
    19
    Cons
    Notification Issues
    10
    Feature Issues
    8
    Scheduling Issues
    8
    Limited Features
    7
    Missing Features
    7
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Zenduty features and usability ratings that predict user satisfaction
    9.3
    Has the product been a good partner in doing business?
    Average: 9.1
    8.5
    Lifecycle Visualization
    Average: 8.7
    9.0
    Constant Monitoring
    Average: 8.9
    7.6
    AI Text Generation
    Average: 7.4
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Xurrent
    Company Website
    Year Founded
    2010
    HQ Location
    Santa Barbara, US
    Twitter
    @4me
    261 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    128 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Zenduty by Xurrent is an end-to-end incident management platform for real-time alerts, task delegation, and SLA compliance. Seamlessly integrating with over 150+ popular monitoring and ticketing tool

Users
  • Software Engineer
  • Senior Software Engineer
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 49% Mid-Market
  • 27% Small-Business
Zenduty Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
37
Alert Management
35
Integrations
26
User Interface
22
Customer Support
19
Cons
Notification Issues
10
Feature Issues
8
Scheduling Issues
8
Limited Features
7
Missing Features
7
View All Pros and Cons
Zenduty features and usability ratings that predict user satisfaction
9.3
Has the product been a good partner in doing business?
Average: 9.1
8.5
Lifecycle Visualization
Average: 8.7
9.0
Constant Monitoring
Average: 8.9
7.6
AI Text Generation
Average: 7.4
Seller Details
Seller
Xurrent
Company Website
Year Founded
2010
HQ Location
Santa Barbara, US
Twitter
@4me
261 Twitter followers
LinkedIn® Page
www.linkedin.com
128 employees on LinkedIn®
BigPanda
(118)4.5 out of 5
Save to My Lists
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    BigPanda provides Event Correlation and Automation, powered by AIOps, that helps operations teams detect, respond and resolve IT incidents faster and more easily than ever before. As enterprises mod

    Users
    • Developer
    • Engineer
    Industries
    • Information Technology and Services
    • Computer Software
    Market Segment
    • 56% Enterprise
    • 38% Small-Business
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • BigPanda Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Alerting System
    1
    Alert Management
    1
    Automation
    1
    Easy Integrations
    1
    Incident Management
    1
    Cons
    This product has not yet received any negative sentiments.
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • BigPanda features and usability ratings that predict user satisfaction
    8.8
    Has the product been a good partner in doing business?
    Average: 9.1
    9.3
    Lifecycle Visualization
    Average: 8.7
    9.4
    Constant Monitoring
    Average: 8.9
    0.0
    No information available
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    BigPanda
    Year Founded
    2012
    HQ Location
    Mountain View, California
    Twitter
    @bigpanda
    3,086 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    349 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

BigPanda provides Event Correlation and Automation, powered by AIOps, that helps operations teams detect, respond and resolve IT incidents faster and more easily than ever before. As enterprises mod

Users
  • Developer
  • Engineer
Industries
  • Information Technology and Services
  • Computer Software
Market Segment
  • 56% Enterprise
  • 38% Small-Business
BigPanda Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Alerting System
1
Alert Management
1
Automation
1
Easy Integrations
1
Incident Management
1
Cons
This product has not yet received any negative sentiments.
View All Pros and Cons
BigPanda features and usability ratings that predict user satisfaction
8.8
Has the product been a good partner in doing business?
Average: 9.1
9.3
Lifecycle Visualization
Average: 8.7
9.4
Constant Monitoring
Average: 8.9
0.0
No information available
Seller Details
Seller
BigPanda
Year Founded
2012
HQ Location
Mountain View, California
Twitter
@bigpanda
3,086 Twitter followers
LinkedIn® Page
www.linkedin.com
349 employees on LinkedIn®
ManageEngine ServiceDesk Plus
(239)4.2 out of 5
Save to My Lists
Entry Level Price:Starts at $1195 (For ...
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 supp

    Users
    • IT Manager
    • System Administrator
    Industries
    • Information Technology and Services
    • Financial Services
    Market Segment
    • 59% Mid-Market
    • 31% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • ManageEngine ServiceDesk Plus Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    8
    Intuitive
    6
    Features
    5
    User Interface
    5
    Asset Management
    4
    Cons
    Complexity
    3
    Poor Customer Support
    3
    Complex Setup
    2
    Limited Features
    2
    Bugs
    1
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • ManageEngine ServiceDesk Plus features and usability ratings that predict user satisfaction
    8.3
    Has the product been a good partner in doing business?
    Average: 9.1
    8.9
    Lifecycle Visualization
    Average: 8.7
    8.9
    Constant Monitoring
    Average: 8.9
    7.6
    AI Text Generation
    Average: 7.4
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    ManageEngine
    Year Founded
    2002
    HQ Location
    Del Valle, Texas
    Twitter
    @manageengine
    7,907 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    549 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 supp

Users
  • IT Manager
  • System Administrator
Industries
  • Information Technology and Services
  • Financial Services
Market Segment
  • 59% Mid-Market
  • 31% Enterprise
ManageEngine ServiceDesk Plus Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
8
Intuitive
6
Features
5
User Interface
5
Asset Management
4
Cons
Complexity
3
Poor Customer Support
3
Complex Setup
2
Limited Features
2
Bugs
1
View All Pros and Cons
ManageEngine ServiceDesk Plus features and usability ratings that predict user satisfaction
8.3
Has the product been a good partner in doing business?
Average: 9.1
8.9
Lifecycle Visualization
Average: 8.7
8.9
Constant Monitoring
Average: 8.9
7.6
AI Text Generation
Average: 7.4
Seller Details
Seller
ManageEngine
Year Founded
2002
HQ Location
Del Valle, Texas
Twitter
@manageengine
7,907 Twitter followers
LinkedIn® Page
www.linkedin.com
549 employees on LinkedIn®
Better Stack
(302)4.8 out of 5
1st Easiest To Use in Incident Management software
Save to My Lists
Entry Level Price:Free
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    Better Stack is a radically better observability tool. It helps engineers ship higher-quality software faster and be the hero of their engineering teams.

    Users
    • CEO
    • Software Engineer
    Industries
    • Computer Software
    • Information Technology and Services
    Market Segment
    • 89% Small-Business
    • 7% Mid-Market
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • Better Stack Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Ease of Use
    81
    Easy Setup
    69
    User Interface
    52
    Log Management
    40
    Setup Ease
    39
    Cons
    Expensive
    17
    Missing Features
    14
    Log Management
    12
    Pricing Issues
    11
    Complex Configuration
    10
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • Better Stack features and usability ratings that predict user satisfaction
    9.6
    Has the product been a good partner in doing business?
    Average: 9.1
    9.2
    Lifecycle Visualization
    Average: 8.7
    9.6
    Constant Monitoring
    Average: 8.9
    6.6
    AI Text Generation
    Average: 7.4
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    Better Stack
    Company Website
    Year Founded
    2021
    HQ Location
    San Francisco, CA
    Twitter
    @BetterStackHQ
    9,373 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    31 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

Better Stack is a radically better observability tool. It helps engineers ship higher-quality software faster and be the hero of their engineering teams.

Users
  • CEO
  • Software Engineer
Industries
  • Computer Software
  • Information Technology and Services
Market Segment
  • 89% Small-Business
  • 7% Mid-Market
Better Stack Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Ease of Use
81
Easy Setup
69
User Interface
52
Log Management
40
Setup Ease
39
Cons
Expensive
17
Missing Features
14
Log Management
12
Pricing Issues
11
Complex Configuration
10
View All Pros and Cons
Better Stack features and usability ratings that predict user satisfaction
9.6
Has the product been a good partner in doing business?
Average: 9.1
9.2
Lifecycle Visualization
Average: 8.7
9.6
Constant Monitoring
Average: 8.9
6.6
AI Text Generation
Average: 7.4
Seller Details
Seller
Better Stack
Company Website
Year Founded
2021
HQ Location
San Francisco, CA
Twitter
@BetterStackHQ
9,373 Twitter followers
LinkedIn® Page
www.linkedin.com
31 employees on LinkedIn®
FireHydrant
(137)4.5 out of 5
Save to My Lists
Free trial available
  • Overview
    Expand/Collapse Overview
    • Product Description
    How are these determined?Information
    This description is provided by the seller.

    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 f

    Users
    • Software Engineer
    Industries
    • Financial Services
    • Computer Software
    Market Segment
    • 50% Mid-Market
    • 47% Enterprise
  • Pros and Cons
    Expand/Collapse Pros and Cons
    • FireHydrant Pros and Cons
    How are these determined?Information
    Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
    Pros
    Automation
    5
    Alert Management
    4
    Customer Support
    3
    Ease of Use
    3
    Integrations
    3
    Cons
    Limited Customization
    2
    Feature Issues
    1
    Integration Issues
    1
    Missing Features
    1
    Notification Issues
    1
    View All Pros and Cons
  • User Satisfaction
    Expand/Collapse User Satisfaction
    • FireHydrant features and usability ratings that predict user satisfaction
    9.4
    Has the product been a good partner in doing business?
    Average: 9.1
    8.7
    Lifecycle Visualization
    Average: 8.7
    8.3
    Constant Monitoring
    Average: 8.9
    8.3
    AI Text Generation
    Average: 7.4
  • Seller Details
    Expand/Collapse Seller Details
    • Seller Details
    Seller
    FireHydrant
    Company Website
    Year Founded
    2018
    HQ Location
    New York, New York
    Twitter
    @FireHydrant
    1,280 Twitter followers
    LinkedIn® Page
    www.linkedin.com
    50 employees on LinkedIn®
Product Description
How are these determined?Information
This description is provided by the seller.

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 f

Users
  • Software Engineer
Industries
  • Financial Services
  • Computer Software
Market Segment
  • 50% Mid-Market
  • 47% Enterprise
FireHydrant Pros and Cons
How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Automation
5
Alert Management
4
Customer Support
3
Ease of Use
3
Integrations
3
Cons
Limited Customization
2
Feature Issues
1
Integration Issues
1
Missing Features
1
Notification Issues
1
View All Pros and Cons
FireHydrant features and usability ratings that predict user satisfaction
9.4
Has the product been a good partner in doing business?
Average: 9.1
8.7
Lifecycle Visualization
Average: 8.7
8.3
Constant Monitoring
Average: 8.9
8.3
AI Text Generation
Average: 7.4
Seller Details
Seller
FireHydrant
Company Website
Year Founded
2018
HQ Location
New York, New York
Twitter
@FireHydrant
1,280 Twitter followers
LinkedIn® Page
www.linkedin.com
50 employees on LinkedIn®
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