--- title: "IncidentMonitor Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about IncidentMonitor Software - reviews, pricing plans, popular comparisons to other Help Desk products and more." source_url: "https://www.capterra.com/p/127625/IncidentMonitor/" page_type: "product" language: "en" --- # IncidentMonitor Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on August 20, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) IncidentMonitor ## What is IncidentMonitor? ITIL Service Management solution. Pink Verified for 10 processes. IncidentMonitor is a service management framework that comes out of the box with multiple free process templates. The application offers Enterprise features at an low SMB price. All processes can easily be customized using the graphical workflow and smart service catalog designer. No coding is needed to create most advanced workflows and webforms. Unlimited processes can run next to each other created a real shared service center ## What is IncidentMonitor used for? [Knowledge Base](https://www.capterra.com/knowledge-base-software/)[IT Service](https://www.capterra.com/it-service-software/)[Help Desk](https://www.capterra.com/help-desk-software/) Top alternative Featured Overall rating Based on 7 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price $36 Per Feature, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for IncidentMonitor?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://monitor24-7.com&name=IncidentMonitor) ## IncidentMonitor Overview Updated August 2026 AI summary IncidentMonitor supports organizations of all sizes with help desk and IT service management, providing features such as ticket management, SLA tracking, alerts and escalation, and a self-service portal. Its customizable options, knowledge base, and mobile app help teams manage incidents and service requests efficiently. Deployment is available on cloud and on-premise platforms, offering flexibility for diverse environments. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### IncidentMonitor 4.1 (7) VS. [4.5 (522)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting Price $36 Per Feature, Per Month Starting Price $89 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.3 (7) Ease Of Use 4.5 (518) Value For Money 3.5 (4) Value For Money 4.5 (443) Customer Service 4.5 (6) Customer Service 4.5 (481) ## IncidentMonitor alternatives [4.4 (234)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Starting price $16.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [4.6 (205)](https://www.capterra.com/p/16499/Issuetrak/reviews/) Starting price $876.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 93% of reviewers rated it above 4 stars [4.3 (178)](https://www.capterra.com/p/216733/Vivantio/reviews/) Starting price $49.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 85% of reviewers rated it above 4 stars Highest Rated [4.6 (791)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars ## FAQs about IncidentMonitor Overview ### What company size and specific industries is IncidentMonitor built for? IncidentMonitor is designed for organizations with service desks of 10 to 100 support agents, whether they provide internal support or external customer support. Its enterprise functionality also makes it suitable for large enterprises that need incident management and service desk operations support. Features and Usability ### What are the key features of IncidentMonitor? IncidentMonitor offers incident management, ticket management, alerts/notifications, and alerts/escalation for handling service issues. It also includes a self service portal, knowledge base management, workflow configuration, approval process control, reporting/analytics, and mobile app access for tracking performance metrics and managing tasks across service operations. Talk to an expert ### More questions? Ask our experts Getting Started and Support ### What training and onboarding options does IncidentMonitor offer? IncidentMonitor provides in person training, live online sessions, webinars, documentation, and videos to help teams get started. In person and live online formats support guided instruction, webinars cover topics in a group setting, documentation offers written reference material, and videos provide visual walkthroughs for self-paced review. Getting Started and Support ### What customer support options does IncidentMonitor offer? IncidentMonitor provides email/help desk, a knowledge base, 24/7 live rep support, and chat. No reviewer feedback about support is available here, so support quality, response times, and helpfulness cannot be described from user experience in this catalog data. ## Features AI summary Based on 5,070 Help Desk reviews Capterra reviewers highlight these as the top features buyers look for in Help Desk software: - **Ticket Management** (**54%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**39%**) - **Service Level Agreement (SLA) Management** (**38%**) IncidentMonitor supports **Ticket Management** and **Service Level Agreement (SLA) Management**, giving support teams a clear way to organize requests and track response commitments. However, it does not offer **Real-Time Notifications**. Instead, it provides **Alerts/Escalation** (**34%**) and **Reporting/Analytics** (**35%**), which can help teams stay aware of urgent issues and monitor service performance over time, helping businesses respond more consistently and meet support expectations. Ticket Management 4.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Service Level Agreement (SLA) Management 4.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Alerts/Escalation 4.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Reporting/Analytics 5.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Automated Routing 5.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Tickets are automatically assigned to specific agents based on predefined rules Call Center Management 5.0 (1) 0.00% of 1 reviewers that rated this feature as important or highly important Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. IncidentMonitor 62 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - Analytics: Tools for the systematic analysis of various types of data or statistics - Approval Process Control: Manage the process of evaluating documents or requests submitted for approval - Asset Lifecycle Management: Manage assets throughout their lifecycle to optimize profit - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Assignment Management: Assign issues and tasks based on availability or required skills - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Availability Management: Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Catalog Management: Create and manage digital catalog of products/services with their details, specifications, and price - Change Management: Track and monitor efficient handling of all changes/transitions - Chat/Messaging: Communicate using direct chat or messages within the system - Client Portal: Private online space that lets businesses securely share documents and provide information access to clients - CMDB: Configuration Management Database - Configurable Workflow: Configure existing workflows to meet your organization's needs - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Contract/License Management: Track, store, and access client contracts or licenses - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customizable Branding: Add customized logos and colors to align with company branding - Customizable Fields: Customize data fields to support various needs and use cases - Customizable Reports: Alter the layout and content of reports - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Dashboard Creation: Creation and customization of dashboards - Data Import/Export: Import and export data to and from software applications - Email Management: Manage, store and organize emails within the system or via third-party apps - Incident Management: Manage and track all disruptions and incidents - Interaction Tracking: Track interaction history by documenting conversations for contacts - Inventory Management: Track and manage inventory levels to maintain proper supply - Issue Auditing: Inspecting the issue resolution process for compliance with related systems and regulatory guidelines - Issue Scheduling: Schedule and assign issue completion dates and/or times - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - Live Chat: Ability to chat online in real time - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Mobile Access: Access software remotely via mobile devices - Mobile App: Access the system via a mobile application - Multi-Language: Manage and support multiple languages - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Prioritization: Arrange tasks based on the level of priority or urgency - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Procurement Management: Organize and manage all processes/procedures involved in purchasing goods and/or services - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Recurring Issues: Set an issue to repeat - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Scheduled/Automated Reports: Set a time to generate routine reports automatically - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Support Ticket Management: Allow customers/users to submit support queries and service requests - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Task Management: Create, manage and track all task activities and progression - Templates: Sample files or documents that could be customized as needed or used as is - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Widgets: An extended application or connector that enables users to perform additional services with their current set of tools --- Get Advice We can help you find the software with the features you need. Features 3.3 (4) 3.3 Based on 4 reviews ## Pricing Value for money 3.5 (4) Free Trial Basic $36.00 Per Feature,Per Month Value for money 3.5 (4) 3.5 Based on 4 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.5 (6) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.5 (6) 4.5 Based on 6 reviews ## User reviews Overall rating 4.1 Based on 7 reviews Filter by rating 5(4) 4(1) 3(1) 2(1) 1(0) Mentioned topic Sorted by most recent AN Anonymous User Business Analyst Internet ### "Amazing support team" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 March 25, 2021 Pros I was pleasantly surprised with the professionalism and responsiveness of the customer support team. The software itself is easy to use and easy to customize. Cons The feature list could be updated and improved. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. LW Ludwig W. Technology executive Computer Software ### "ITSM Evaluation of Incident Monitor 24-7" 3.0 Overall Rating 3.0 3.0 Ease of Use 5.0 5.0 Features 2.0 2.0 Customer Service 3.0 3.0 Likelihood to Recommend 6/10 September 27, 2018 Overall a valuable ITSM solution for smaller applications and smaller companies. Pros the product does what it needs to do in a very simple way. Nothing fancy. based on an Object model framework. Automatic creation of incident ticket. Automatic knowledge base upload when entering request qualification. Combination of workflows and sub-workflows. Possibility of architectural modeling. Linking of documents. Dashboard function. Cons Older technology based on MS framework. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. CM Claire M. Lead, Business Analyst Information Technology and Services ### "I love this product!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 November 15, 2016 10 years ago, I was asked to research & purchase a software tracking system for a new helpdesk I was implementing. During the initial demo, all questions were answered with "yes, we can do that" and this application accepts and processes email - how great is that! Shortly after implementing the product, we were amalgamated into 5 different ministries, with 5 different helpdesk processes. We did a review & again, this product came out on top. The application has grown & improved over the years. I still love it and our clients are really happy with what we've done, via customer surveys that we implemented. There are so many things this application can do so it takes time to understand everything, but once you do, WOW there is no end to it. I now support it full time as there is so much more to do and I can configure it to suit my ministry's needs. Over the years, my organization has made requests for special configuration changes and the answer is still "yes, we can do that" and they do it. A recent comment I heard was "isn't it nice that we can make these configuration changes ourselves instead of having to send them off and wait months to get them done." The price includes all the modules so there is no "add ons" and no additional costs or surprises. If you purchase this product, there is no looking back! Pros The fact that I can configure it myself. My previous experience is to send our configuration changes off and wait for approval, then someone to do the work. That can take months. I can do the work quickly and efficiently. The people on the support side are great people and do their best to accommodate you and your time commitment. Cons Having worked with it for many years, there isn't much I don't know about the product. If I had to say anything, I would like to see the option to choose the color of each project because when you link one project to another, it can be difficult to know where you are as all projects look the same. Can be a bit confusing if you are not paying attention - however, that is a small thing overall. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RG Ron G. Software Developer and Architect Computer Software ### "Barely acceptable" 2.0 Overall Rating 2.0 2.0 Ease of Use 2.0 2.0 Features 2.0 2.0 Customer Service 0.0 0.0 Likelihood to Recommend 1/10 November 9, 2016 When a client of mine told me they were getting a new incident management system, I was excited. Until I saw and used IM. Maybe this was top-drawer 15 years ago. But, by today's standards it falls short. For general look-and-feel think Windows 95 and Classic ASP. If you wondered why all of the screenshots are blurred... Looks aside, usability and functional workflow is just a mess. Frustrating, dreadful stuff. Pros Can't think of anything Cons well, pretty much everything. The UI and UX are simply horrible. Dread using this software, but am forced by one of my clients. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor November 9, 2016 It was top-drawer 15 years ago and it still is. The client you speak of is no longer an active participant in maintenance and as such has not upgraded in several years. They have terminated maintenance a few years ago and still the use the product - sounds like a stable application to me. You are more than welcome to contact us and see the latest version We'd love to get your feedback as to how to improve the product. CC Carmine C. President ### "It sounded too good to be true" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 0.0 0.0 Customer Service 5.0 5.0 Likelihood to Recommend 0/10 May 25, 2016 It sounded way too good to be true. They promised us a lot of functionality for a price that seemed unbelievable. Well, I was wrong. They delivered what they said they would in the short project timeline. We were really impressed with their professionalism and positive get it done attitude. We never heard "we can't do that". They always had options to provide the functionality we needed. Their forms designer and workflow designer are all you really need to get the job done. We really loved the custom web portal that we could design ourselves very easily. It really makes it simple for our users. Pros - Design your service interface with a kiosk like feel - Design just about any form with no coding - Design any workflow with no coding - Person, group, vote or multi-level approvals - Service targets all policy based and simple to set up - Multi-lingual so all communication in user's language - Integration with other business systems is seamless - Web services / XML etc allow other systems to integrate - Host multiple help desks easily and securely - Messaging is simple and very customizable - E-mail integration is excellent - Windows, web and mobile client software - Simple administration and operation Cons - There are a lot of features in this product that can take some time to get your head around what is possible with this software Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RE richard E. Incident Management coordinator ### "Great plate-form for Incident Managemnt" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 0.0 0.0 Customer Service 5.0 5.0 Likelihood to Recommend 0/10 May 25, 2016 We have been using Incident Monitor for more than three years now. The great pros is intuitivity. IM is easy to use and to personalize. We have been able to build several projects that are currently functioning correctly. The cons is that all the features are not supported with ie8 Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. DM Darrell M. Director ### "Easy to use and easy to adapt to our corporate standards, process flows and design" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 0.0 0.0 Customer Service 5.0 5.0 Likelihood to Recommend 0/10 May 25, 2016 The great thing is that IncidentMonitor easily adapts to our business. It came with lots of free itil process templates. But as we have our own process flows we needed to adapt the flows. This was very simple to do with what they call the workflow and process designer. With the last update we also were also able to create multiple self service portals using logo's from our customers. They love it. With the service catalog designer we created smart forms and published those in the portals. the cons are that the tool offers so much that we probably don't use all. But I don't know if that really is a con. Overall great tool. Support from Monitor 24-7 is very personal. Usually we get direct access to people who know what they are talking about. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.