Best Incident Management Software for Small Business

How Many Incident Management Software Products Does G2 Track?

Total Products under this Category: 166

Category Stats (Nov 2026)

  • Average Rating: 4.43/5 (↓0.01 vs Oct 2026) The average rating of products in this category, based on all submitted ratings
  • Top Trending Product: All Quiet (+0.78%) - Among all products in this category, All Quiet recorded the largest rating increase compared to last month

Last updated: November 01, 2026

How Does G2 Rank Incident Management Software Products?

Why You Can Trust G2's Software Rankings:

  • 30 Analysts and Data Experts
  • 19,700+ Authentic Reviews
  • 166+ 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.

G2 Grid® for Incident Management Software

G2 Grid® for Incident Management Software plotting products by satisfaction and market presence

Highlighted products: NinjaOne, xMatters, ServiceNow IT Service Management, Jira Service Management, New Relic, Better Stack, Freshstatus, and PagerDuty.

Underlying data: [Grid® JSON](https://www.g2.com/categories/incident-management/grids.json?focus%5B%5D=ninjaone&focus%5B%5D=xmatters&focus%5B%5D=servicenow-it-service-management&focus%5B%5D=jira-service-management&focus%5B%5D=new-relic&focus%5B%5D=better-stack&focus%5B%5D=freshstatus&focus%5B%5D=pagerduty&segment=small-business)

NinjaOne

NinjaOne unifies IT to simplify work for 40,000 customers in 140+ countries. The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work. 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 has maintained a 98 percent customer satisfaction score for more than five years, backed by free unlimited onboarding and 24/7 support in seven languages. Organizations that move to NinjaOne report replacing four or more separate tools with the single platform. NinjaOne is FedRAMP Moderate Authorized and SOC 2 Type II and Type III compliant, and supports audit-ready compliance evidence across frameworks including CMMC, ISO 27001, and HIPAA. The mission behind the platform is simple: unify IT to simplify work, giving IT teams better tools and employees a great technology experience at work.

Average Rating: 4.7/5.0

Total Reviews: 5,679

How Do G2 Users Rate NinjaOne?

  • Has the product been a good partner in doing business?: 9.4/10 (Category avg: 9.1/10)
  • Lifecycle Visualization: 8.5/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.3/10 (Category avg: 9.0/10)
  • AI Text Generation: 6.5/10 (Category avg: 7.3/10)

Who Is the Company Behind NinjaOne?

  • Seller: NinjaOne
  • Company Website:
  • Year Founded: 2013
  • HQ Location: Austin, Texas
  • Twitter: @NinjaOne
    3,607 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    2,555 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: IT Manager, Owner
  • Top Industries: Information Technology and Services, Computer & Network Security
  • Company Size: 46% Small, 46% Medium

What Do G2 Reviewers Say About NinjaOne?

AI-generated summary from verified user reviews

Pros
  • Users value the ease of use of NinjaOne, highlighting its seamless implementation and effective support for MSPs.
  • Users appreciate the ongoing feature enhancements of NinjaOne, ensuring the platform continuously evolves to meet our needs.
  • Users praise NinjaOne for its easy-to-navigate remote access and full visibility, enhancing IT support efficiency.
  • Users praise the powerful automation features of NinjaOne, enhancing efficiency and simplifying management tasks.
  • Users appreciate the exceptional customer support of NinjaOne, which simplifies learning and enhances overall usability.
Cons
  • Users notice the missing features in NinjaOne, specifically regarding client and customer portal capabilities.
  • Users find the limited features of NinjaOne frustrating, especially regarding user management and third-party software automation.
  • Users find the search function lacking and struggle with visibility and usability issues in NinjaOne.
  • Users feel the search function needs improvement and find the visibility of the NinjaOne icon inconsistent.
  • Users express concerns about feature issues, including confusion over roles, auto-installations, and OS compatibility challenges.

What Are Recent G2 Reviews of NinjaOne?

What Are G2 Users Discussing About NinjaOne?

xMatters

xMatters end-to-end incident management platform automates each step of the incident lifecycle—from event to resolution—reducing the frequency, duration, and cost of critical service disruptions. xMatters Purpose-built AI significantly slashes resolution times with seamless integration across any DevOps or ITSM toolchain, ensuring every team has the necessary context to avert disruptions before they occur. We partner with our customers to create workflows that lower MTTA/MTTR, increase customer and employee satisfaction, and improve compliance and reporting. Build operational resilience into your digital services and automate responses all the way to resolution with Everbridge xMatters.

Average Rating: 4.5/5.0

Total Reviews: 784

How Do G2 Users Rate xMatters?

  • Has the product been a good partner in doing business?: 9.3/10 (Category avg: 9.1/10)
  • Lifecycle Visualization: 9.0/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.3/10 (Category avg: 9.0/10)
  • AI Text Generation: 8.3/10 (Category avg: 7.3/10)

Who Is the Company Behind xMatters?

  • Seller: Everbridge
  • Company Website:
  • Year Founded: 2002
  • HQ Location: Vienna, VA
  • Twitter: @Everbridge
    4,786 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    1,617 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Software Engineer, DevOps Engineer
  • Top Industries: Information Technology and Services, Financial Services
  • Company Size: 57% Large, 28% Medium

What Do G2 Reviewers Say About xMatters?

AI-generated summary from verified user reviews

Pros
  • Users praise the efficient alerting system of xMatters, which automates urgent communications and ensures timely responses.
  • Users appreciate the ease of use of xMatters, praising its automation and simple setup for effective incident management.
  • Users value the reliable alert management of xMatters, enhancing communication and reducing chaos during critical incidents.
  • Users highlight the time-saving automation of escalation chains, enhancing incident management and response efficiency.
  • Users value the efficient notifications from xMatters, enhancing communication and response during incidents seamlessly.
Cons
  • Users find the complexity of setup and learning curves challenging, particularly for workflows and scheduling features.
  • Users find the learning curve steep for xMatters, requiring time and training to navigate its complex interface.
  • Users find the alert dependencies need improvement, as they can lead to unnecessary disruptions during incident management.
  • Users find the complex setup of xMatters time-consuming and frustrating, impacting overall user satisfaction.
  • Users find the difficult setup of xMatters complicated, especially for teams lacking technical expertise.

What Are Recent G2 Reviews of xMatters?

What Are G2 Users Discussing About xMatters?

ServiceNow IT Service Management

ServiceNow IT Service Management (ITSM) is a cloud-based IT service management solution built on the ServiceNow AI Platform that helps IT organizations manage the full lifecycle of IT service delivery, from incident detection to resolution, service requests to change management, on a single platform with a unified data model. ServiceNow ITSM is used by IT teams across industries including financial services, healthcare, technology, manufacturing, and government. It is designed for organizations that need to manage high volumes of IT service requests, incidents, and changes while reducing manual effort and improving response times. Typical users include service desk agents, incident managers, change managers, problem managers, IT operations leaders, and platform administrators. Core capabilities include: 1) Incident management: Automatically classify, prioritize, route, and resolve incidents using AI. AI agents can handle routine issues end-to-end without human intervention, from password resets to common access requests, while escalating complex cases to the right team with full context attached. 2) Change management: Assess risk, automate approvals, and manage change schedules with CMDB-powered impact analysis. Standard and low-risk changes can be automated to reduce bottlenecks, while high-risk changes go through structured review workflows. 3) Problem management: Identify root causes of recurring incidents and create known error records to prevent repeat issues. Problem workflows connect directly to incident data, so patterns surface faster and fixes reach the service desk without manual handoffs. 4) Service request fulfillment: Provide employees with a self-service catalog backed by AI-powered search and a virtual agent that can resolve common requests without a ticket reaching a human agent. 5) Knowledge management: Capture, organize, and surface institutional knowledge so agents and employees can find answers faster. AI suggests relevant knowledge articles during incident handling and self-service interactions, reducing repeat work across the service desk. ServiceNow ITSM uses platform-native AI and AI agents to automate routine IT work that traditionally required manual effort such as ticket classification, assignment, initial diagnosis, and common resolutions. This is distinct from bolt-on AI tools because the AI operates on the same data model as the service management workflows, which means it has real-time access to the CMDB, incident history, change schedules, and knowledge base without requiring separate integrations. The product also connects to ServiceNow IT Operations Management (ITOM), enabling organizations to extend from reactive IT service delivery to proactive and autonomous service operations. When ITSM and ITOM run on the same platform, operational events detected in the infrastructure can automatically generate and route incidents, attach root cause context, and trigger resolution workflows, ultimately reducing the gap between when an issue occurs and when it's resolved. ServiceNow ITSM aligns with ITIL practices and supports organizations at various stages of IT maturity, whether they are consolidating from fragmented point tools or extending an existing ServiceNow deployment into AI-driven automation.

Average Rating: 4.5/5.0

Total Reviews: 1,886

How Do G2 Users Rate ServiceNow IT Service Management?

  • Has the product been a good partner in doing business?: 8.8/10 (Category avg: 9.1/10)
  • Lifecycle Visualization: 8.7/10 (Category avg: 8.8/10)
  • Constant Monitoring: 8.9/10 (Category avg: 9.0/10)
  • AI Text Generation: 8.3/10 (Category avg: 7.3/10)

Who Is the Company Behind ServiceNow IT Service Management?

  • Seller: ServiceNow
  • Company Website:
  • Year Founded: 2004
  • HQ Location: Santa Clara, CA
  • Twitter: @servicenow
    55,548 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    35,078 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Consultant, Software Engineer
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 65% Large, 20% Medium

What Do G2 Reviewers Say About ServiceNow IT Service Management?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of ServiceNow IT Service Management, simplifying management and reporting tasks efficiently.
  • Users value the rich functionality of ServiceNow ITSM for efficient incident management and streamlined processes.
  • Users commend the streamlined efficiency of ServiceNow IT Service Management for tracking and improving IT service delivery.
  • Users value the extensive and customizable features of ServiceNow IT Service Management, benefiting from its continuous evolution and community support.
  • Users appreciate the strong automation capabilities of ServiceNow, enhancing operational efficiency and streamlining IT operations seamlessly.
Cons
  • Users find the learning curve steep, requiring significant effort and prior knowledge to utilize ServiceNow effectively.
  • Users find the licensing and implementation costs too high, which can be a barrier for smaller organizations.
  • Users find the complexity of configuring and customizing ServiceNow overwhelming, especially without dedicated expertise or training.
  • Users find the limited customization in ServiceNow ITSM can lead to difficulties in obtaining desired data effectively.
  • Users face customization difficulties with ServiceNow IT Service Management, particularly due to its complexity and high costs.

What Are Recent G2 Reviews of ServiceNow IT Service Management?

What Are G2 Users Discussing About ServiceNow IT Service Management?

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Jira Service Management

Jira Service Management is an IT Service Management (ITSM) solution. Built on the Atlassian platform, Jira Service Management enables teams to deliver and manage services for internal and external stakeholders. Teams from Development to IT to HR use Jira Service Management to intake requests from employees, respond to incidents, deploy changes to improve products or services, track assets, surface knowledge, and automate workflows.

Average Rating: 4.3/5.0

Total Reviews: 966

How Do G2 Users Rate Jira Service Management?

  • Has the product been a good partner in doing business?: 8.7/10 (Category avg: 9.1/10)
  • Lifecycle Visualization: 9.0/10 (Category avg: 8.8/10)
  • Constant Monitoring: 8.9/10 (Category avg: 9.0/10)
  • AI Text Generation: 8.0/10 (Category avg: 7.3/10)

Who Is the Company Behind Jira Service Management?

  • Seller: Atlassian
  • Company Website:
  • Year Founded: 2002
  • HQ Location: Sydney and San Francisco
  • Twitter: @Atlassian
    106,496 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    16,946 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Software Engineer, Senior Software Engineer
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 43% Medium, 38% Large

What Do G2 Reviewers Say About Jira Service Management?

AI-generated summary from verified user reviews

Pros
  • Users find Jira Service Management's ease of use enhances collaboration and streamlines workflows across departments.
  • Users value the seamless integration with Jira Software and Confluence, enhancing collaboration across teams effectively.
  • Users value the built-in automation in Jira Service Management, as it significantly reduces manual work and improves efficiency.
  • Users value the user-friendly ticket management of Jira Service Management, enabling efficient incident tracking and context-rich resolutions.
  • Users love the customizable workflows and automation, enhancing efficiency and adaptability in managing service requests.
Cons
  • Users struggle with the steep learning curve of Jira Service Management, making it challenging for new or non-technical teams.
  • Users find the steep learning curve of Jira Service Management daunting, impacting adoption and user experience.
  • Users find the steep learning curve of Jira Service Management challenging, especially for newcomers and non-technical teams.
  • Users find the complex setup of Jira Service Management challenging, especially for newcomers and non-technical teams.
  • Users find the UI confusing and overwhelming, especially for quick tasks and new users navigating the system.

What Are Recent G2 Reviews of Jira Service Management?

What Are G2 Users Discussing About Jira Service Management?

New Relic

New Relic is the all-in-one Intelligent Observability platform built to help engineering and IT teams plan, build, deploy, and run software with confidence. By unifying metrics, events, logs, and traces into a single, secure telemetry cloud, New Relic gives over 25 million engineers real time visibility and AI-powered insights across their entire digital estate, from code to cloud. Designed to replace fragmented point solutions, New Relic consolidates full-stack observability into a single source of truth. The platform brings together Application Performance Monitoring (APM), infrastructure monitoring, log management, digital experience monitoring (DEM), container monitoring, and AIOps into one cohesive interface. Powered by an advanced AI engine, New Relic automatically pairs telemetry data to shift problem solving from reactive debugging to proactive and predictive resolution, helping teams reduce mean time to resolution (MTTR) and eliminate digital disruptions before they impact end users. Equipped with over 500 open source integrations, New Relic seamlessly connects with your existing stack. Coupled with transparent, consumption and user-based pricing, organizations gain full predictability over their costs without sacrificing telemetry depth.

Average Rating: 4.4/5.0

Total Reviews: 574

How Do G2 Users Rate New Relic?

  • Has the product been a good partner in doing business?: 8.5/10 (Category avg: 9.1/10)
  • Lifecycle Visualization: 8.9/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.5/10 (Category avg: 9.0/10)
  • AI Text Generation: 7.9/10 (Category avg: 7.3/10)

Who Is the Company Behind New Relic?

  • Seller: New Relic
  • Company Website:
  • Year Founded: 2008
  • HQ Location: San Francisco, CA
  • Twitter: @newrelic
    65,727 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    3,093 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Software Engineer, Senior Software Engineer
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 44% Medium, 29% Large

What Do G2 Reviewers Say About New Relic?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the intuitive and easy-to-use interface of New Relic, making navigation and analysis seamless.
  • Users value the real-time monitoring in New Relic, benefiting from immediate insights and customizable dashboards.
  • Users appreciate the real-time monitoring capabilities of New Relic, enabling proactive issue detection and resolution.
  • Users value the real-time performance insights from New Relic, enabling proactive issue detection and improved user experience.
  • Users appreciate the advanced analytics of New Relic, benefitting from customizable dashboards and real-time performance insights.
Cons
  • Users find New Relic to be expensive, particularly for smaller teams and high data volume demands.
  • Users feel that pricing issues make New Relic expensive for smaller teams, especially with scaling data volumes.
  • Users find the complexity of New Relic's interface and setup to be overwhelming and difficult to navigate.
  • Users find the steep learning curve of New Relic challenging, especially when mastering its advanced features and UI.
  • Users find the complex setup of New Relic to be time-consuming and overwhelming for newcomers.

What Are Recent G2 Reviews of New Relic?

What Are G2 Users Discussing About New Relic?

Better Stack

Better Stack is an eBPF-based, AI SRE observability tool. It helps engineers ship high-quality software faster and be the hero of their engineering teams.

Average Rating: 4.8/5.0

Total Reviews: 341

How Do G2 Users Rate Better Stack?

  • Has the product been a good partner in doing business?: 9.6/10 (Category avg: 9.1/10)
  • Lifecycle Visualization: 9.3/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.6/10 (Category avg: 9.0/10)
  • AI Text Generation: 6.8/10 (Category avg: 7.3/10)

Who Is the Company Behind Better Stack?

  • Seller: Better Stack
  • Year Founded: 2021
  • HQ Location: San Francisco, CA
  • Twitter: @BetterStackHQ
    10,698 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    27 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: CEO, Founder
  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 88% Small, 8% Medium

What Do G2 Reviewers Say About Better Stack?

AI-generated summary from verified user reviews

Pros
  • Users love the ease of use of Better Stack, praising its simple setup and excellent integration capabilities.
  • Users commend the easy setup of Better Stack, emphasizing its straightforward implementation and user-friendly interface.
  • Users praise the excellent user interface of Better Stack, which enhances workflow and simplifies monitoring tasks.
  • Users find the setup ease of Better Stack remarkable, achieving quick configurations and monitoring within minutes.
  • Users value the independent alerting system of Better Stack, ensuring timely notifications even during downtime for proactive responses.
Cons
  • Users find Better Stack's pricing expensive after exceeding free tier limits, affecting scalability for larger projects.
  • Users express frustration over the lack of features in Better Stack, such as missing integrations and limited site management.
  • Users find the limited features in Better Stack may restrict growth and flexibility for larger projects.
  • Users note pricing issues with Better Stack, especially after exceeding free tier limits, making advanced features costly.
  • Users find the log management process challenging and experience inconsistencies with the UI and data aggregation.

What Are Recent G2 Reviews of Better Stack?

What Are G2 Users Discussing About Better Stack?

Freshstatus

Freshstatus is a Status Page and an Incident Communication Software. Create a hosted and branded status page in just one-click. Manage Incidents and communicate status updates in realtime with your teams and customers. New features in Freshstatus 3.0 include: 1. Authenticate users with SSO/SAML : Setup SSO for your team so they can access their Private status page with their company credentials. 2. API for CRUD Incident and Scheduled Maintenance, Incident updates. 3. Quick Service Status Change: Change service status without creating an Incident or Scheduled Maintenance. 4. Customise your Email Alerts: On popular demand, now you can customize the “from” & “reply-to” email addresses and DKIM settings. You can also change the look & feel of these emails along with its content. 5. Subscriber Alerts with RSS/ATOM - Get update notifications as RSS/ATOM feed. 6. Webhook Integrations - Subscribers can set up their own Webhook integrations to connect with any channel they like and receive regular updates. 7. Follow an Incident: Your end users have the option to follow a particular Incident or Scheduled Maintenance of the service that affects them the most. 8. Dynamic Date and Time : Status page will now show Date and Time based on the user’s Browser settings. Freshstatus allows you to setup unlimited services, Incidents and Maintenance updates and lets you have up to 250 subscribers, 5 users & unlimited internal team members.

Average Rating: 4.5/5.0

Total Reviews: 359

How Do G2 Users Rate Freshstatus?

  • Has the product been a good partner in doing business?: 8.9/10 (Category avg: 9.1/10)
  • Lifecycle Visualization: 9.0/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.0/10 (Category avg: 9.0/10)

Who Is the Company Behind Freshstatus?

  • Seller: Freshworks
  • Year Founded: 2010
  • HQ Location: San Mateo, CA
  • Twitter: @FreshworksInc
    19,020 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    7,783 employees on LinkedIn®
  • Ownership: NASDAQ: FRSH

Who Uses This Product?

  • Who Uses This: CEO, Director
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 68% Small, 26% Medium

What Are Recent G2 Reviews of Freshstatus?

PagerDuty

PagerDuty helps organizations of all sizes deliver seamless digital experiences by providing real-time insights and automation through the PagerDuty Operations Cloud. Designed to manage critical incidents, PagerDuty enables teams to detect, assess, and resolve issues faster, preventing downtime and ensuring business continuity. Key Features and Product Functionality PagerDuty Operations Cloud is the heart of our platform, providing proactive incident response, on-call management, automated workflows, and AI-powered insights. With seamless integrations to over 700 tools, including monitoring and collaboration platforms, PagerDuty helps teams centralize their operations to improve service reliability and avoid disruption. What Makes us Different PagerDuty empowers teams to solve critical problems quickly and efficiently, enhancing operational resilience and improving overall performance. Trusted by leading organizations, the Operations Cloud is uniquely built to handle the complexities of today’s digital businesses. Our ability to deliver real-time incident resolution sets us apart, giving IT leaders and CIOs the confidence to maintain always-on services. Get Started Experience the power of the PagerDuty Operations Cloud. Learn more and start your free trial at www.pagerduty.com/free-trial

Average Rating: 4.5/5.0

Total Reviews: 956

How Do G2 Users Rate PagerDuty?

  • Has the product been a good partner in doing business?: 8.9/10 (Category avg: 9.1/10)
  • Lifecycle Visualization: 9.0/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.2/10 (Category avg: 9.0/10)
  • AI Text Generation: 8.0/10 (Category avg: 7.3/10)

Who Is the Company Behind PagerDuty?

  • Seller: PagerDuty
  • Company Website:
  • Year Founded: 2009
  • HQ Location: San Francisco, CA
  • Twitter: @pagerduty
    24,689 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    6,718 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Software Engineer, Senior Software Engineer
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 44% Medium, 38% Large

What Do G2 Reviewers Say About PagerDuty?

AI-generated summary from verified user reviews

Pros
  • Users praise automated and priority-based notifications on PagerDuty, ensuring timely responses across global teams and services.
  • Users value the automated and priority-based notifications of PagerDuty, enhancing incident response and team organization.
  • Users value the reliable and easy management of on-call alerts in PagerDuty, enhancing team collaboration and integration.
  • Users commend the ease of use of PagerDuty, highlighting its intuitive scheduling and mobile app for quick responses.
  • Users appreciate the easy integrations of PagerDuty with various tools, enhancing incident management and collaboration.
Cons
  • Users find the alert issues with PagerDuty can cause confusion and lack the flexibility desired for integrations.
  • Users find PagerDuty to be expensive, particularly for small teams and the AI feature plan.
  • Users find the complexity of the interface and configuration challenging, especially for new users adapting to PagerDuty.
  • Users find the inefficient alert system can lead to overwhelming notifications and a complex user experience.
  • Users find the complex UI of PagerDuty daunting and feel it complicates navigation for new users.

What Are Recent G2 Reviews of PagerDuty?

What Are G2 Users Discussing About PagerDuty?

Freshservice

Freshservice by Freshworks is an AI-powered, unified service operations platform built for agile enterprises that need to move fast without sacrificing control. Freshworks is named a Leader in the 2026 Gartner® Magic Quadrant™ for IT Service Management Platforms, recognition we believe reflects our strategic platform investments, product enhancements shaped by customer feedback, and strong visibility among ITSM buyers. By bringing ITSM, ITOM, ITAM, and enterprise service management together on one platform with a shared data and context model, Freshservice reduces the fragmentation and tool sprawl that slow teams down, creating a more consistent source of truth across services, assets, and infrastructure. IT teams gain visibility into their environment through automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends service delivery to HR, finance, and facilities, giving business teams a consistent and efficient service experience without requiring separate tools. Freshservice includes Freddy AI, a domain-specific AI layer that helps agents resolve issues faster, automates employee service requests, and gives leaders insights to make better decisions. Embedded across service workflows, Freddy AI acts as a force multiplier for teams by helping reduce repetitive work, accelerate resolution, and surface patterns and risks earlier. The result is faster, more informed service operations that help teams become more proactive while maintaining the governance and control the business requires.

Average Rating: 4.6/5.0

Total Reviews: 1,329

How Do G2 Users Rate Freshservice?

  • Has the product been a good partner in doing business?: 9.0/10 (Category avg: 9.1/10)
  • Lifecycle Visualization: 8.5/10 (Category avg: 8.8/10)
  • Constant Monitoring: 8.3/10 (Category avg: 9.0/10)
  • AI Text Generation: 7.8/10 (Category avg: 7.3/10)

Who Is the Company Behind Freshservice?

  • Seller: Freshworks
  • Company Website:
  • Year Founded: 2010
  • HQ Location: San Mateo, CA
  • Twitter: @FreshworksInc
    19,020 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    7,783 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: IT Manager, IT Director
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 61% Medium, 22% Large

What Do G2 Reviewers Say About Freshservice?

AI-generated summary from verified user reviews

Pros
  • Users value the ease of use of Freshservice, finding it intuitive and efficient for ticket management.
  • Users enjoy the user-friendly interface and extensive features of Freshservice, making task management effortless and customizable.
  • Users value the automation capabilities of Freshservice, allowing for streamlined processes and effective management of tasks.
  • Users appreciate the ease of use of Freshservice's ticketing system, enhancing efficiency and streamlining requests seamlessly.
  • Users benefit from the ease of use and efficient ticket management in Freshservice, enhancing team productivity significantly.
Cons
  • Users find the missing features in Freshservice to be a significant limitation, impacting their overall efficiency.
  • Users often encounter limited features in Freshservice, hindering effective workflow and making management cumbersome.
  • Users find the steep learning curve of Freshservice challenging, due to customization complexities and lack of tutorials.
  • Users find the limited customization options of Freshservice frustrating and challenging for tailoring their experience effectively.
  • Users face several ticketing issues in Freshservice, including missing features and frustrating limitations affecting usability.

What Are Recent G2 Reviews of Freshservice?

What Are G2 Users Discussing About Freshservice?

ManageEngine ServiceDesk Plus

ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity. It comes in three editions and is available in 29 different languages. Over 100,000 organizations and 750,000 technicians, across 185 countries, trust ServiceDesk Plus to optimize IT service desk performance. It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction. Furthermore, the Standard Edition is FREE forever for both the on-premise and on-demand models upto 5 technicians! Don't take our word for it. Try the 30-day free trial and watch ServiceDesk Plus simplify your IT operations. https://www.manageengine.com/products/service-desk/download.html Features ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below. Incident management: Gain control of your help desk With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident! Problem management: Go beyond firefighting Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem. Change management: Manage changes with precision Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes. Asset management: Track and manage assets with ease Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance. IT project management: Deliver IT projects on time You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success! Purchases and contracts management: Track IT purchases and contracts Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry. Self service portal: Deflect tickets from your service desk Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets. Service catalog: Showcase your IT services Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request. CMDB: Get the bigger picture ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making. Service level agreement: Ensure timely service delivery Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met. Reports: Derive decisions with the right data Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance! Extensions and integrations: Collaborate easily with other IT systems Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

Average Rating: 4.2/5.0

Total Reviews: 248

How Do G2 Users Rate ManageEngine ServiceDesk Plus?

  • Has the product been a good partner in doing business?: 8.3/10 (Category avg: 9.1/10)
  • Lifecycle Visualization: 8.9/10 (Category avg: 8.8/10)
  • Constant Monitoring: 8.9/10 (Category avg: 9.0/10)
  • AI Text Generation: 7.6/10 (Category avg: 7.3/10)

Who Is the Company Behind ManageEngine ServiceDesk Plus?

  • Seller: Zoho
  • Year Founded: 1996
  • HQ Location: Austin, TX
  • Twitter: @Zoho
    137,880 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    30,913 employees on LinkedIn®
  • Phone: +1 (888) 900-9646

Who Uses This Product?

  • Who Uses This: System Administrator, IT Manager
  • Top Industries: Information Technology and Services, Financial Services
  • Company Size: 59% Medium, 31% Large

What Do G2 Reviewers Say About ManageEngine ServiceDesk Plus?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the ease of use of ServiceDesk Plus, highlighting its intuitive interface and efficient features.
  • Users value the robust integration and intuitive interface of ServiceDesk Plus, enhancing efficiency and support capabilities.
  • Users appreciate the user-friendly interface of ServiceDesk Plus, facilitating easy navigation and efficiency for everyone.
  • Users value the comprehensive asset management capabilities of ManageEngine ServiceDesk Plus for efficient inventory handling.
  • Users praise the fantastic customer support of ManageEngine ServiceDesk Plus, enhancing their overall experience and satisfaction.
Cons
  • Users find the implementation and configuration complex, which can lead to a frustrating setup experience.
  • Users find the complex setup of ManageEngine ServiceDesk Plus to be time-consuming and challenging for effective implementation.
  • Users find the learning curve steep for ManageEngine ServiceDesk Plus, with complex setup and customization demands.
  • Users find the steep learning curve of ManageEngine ServiceDesk Plus challenging, requiring extra time and training for effective usage.
  • Users find limited features in ManageEngine ServiceDesk Plus, making ticket management and search functionality challenging.

What Are Recent G2 Reviews of ManageEngine ServiceDesk Plus?

What Are G2 Users Discussing About ManageEngine ServiceDesk Plus?

Grafana Labs

Grafana Labs provides an open and composable monitoring and observability stack built around Grafana, the leading open source technology for dashboards and visualization. There are more than 3,000 Grafana Labs customers, including Bloomberg, Citigroup, Dell Technologies, Salesforce, and TomTom, and more than 1 million active instances of Grafana around the world. Grafana Labs helps companies manage their observability strategies with the LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise offerings, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo) as well as extensive enterprise data source plugins, dashboard management, alerting, reporting, and security. Grafana Labs is backed by leading investors Lightspeed Venture Partners, Lead Edge Capital, GIC, Sequoia Capital, Coatue, and J.P. Morgan. Follow Grafana Labs on LinkedIn and Twitter or visit https://grafana.com.

Average Rating: 4.5/5.0

Total Reviews: 213

How Do G2 Users Rate Grafana Labs?

  • Has the product been a good partner in doing business?: 8.2/10 (Category avg: 9.1/10)
  • Lifecycle Visualization: 8.6/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.2/10 (Category avg: 9.0/10)
  • AI Text Generation: 8.6/10 (Category avg: 7.3/10)

Who Is the Company Behind Grafana Labs?

  • Seller: Grafana Labs
  • Year Founded: 2014
  • HQ Location: New York
  • Twitter: @grafana
    71,444 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    1,907 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Software Engineer, Senior Software Engineer
  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 45% Medium, 29% Small

What Do G2 Reviewers Say About Grafana Labs?

AI-generated summary from verified user reviews

Pros
  • Users value the intuitive and flexible interface of Grafana for creating interactive and seamless dashboards.
  • Users appreciate the ease of use of Grafana, enjoying seamless monitoring and intuitive dashboard creation.
  • Users value the intuitive and flexible dashboard interface of Grafana, enhancing their data visualization and monitoring experiences.
  • Users value the real-time monitoring capabilities of Grafana Labs, enhancing visibility and responsiveness for complex metrics.
  • Users value Grafana's flexibility and clarity in monitoring, making complex data visualization easy and effective.
Cons
  • Users find the learning curve steep, with challenging setup and limited documentation impacting accessibility for newcomers.
  • Users find the complex setup of Grafana Labs challenging, especially when configuring data sources and writing queries.
  • Users find the learning difficulty of Grafana challenging, particularly in navigating the interface and setup processes.
  • Users find the difficult learning curve to be a significant challenge, especially for advanced features and configurations.
  • Users find the complexity of initial setup and query writing in Grafana Labs to be challenging and time-consuming.

What Are Recent G2 Reviews of Grafana Labs?

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ITOC360

ITOC360: AI-First Incident Orchestration Platform ITOC360 is an AI-First Incident Orchestration Platform that helps IT and operations teams detect, route, and resolve incidents faster, with less manual effort and fewer missed alerts. What ITOC360 Does ITOC360 centralizes alert ingestion from your entire monitoring stack and uses AI to suppress noise, correlate related events, and identify what actually needs human attention. When a real incident is detected, the platform automatically triggers the right response: notifying the right people through their preferred channels, executing runbooks, and escalating based on defined policies. Key Capabilities AI-Powered Alert Correlation reduces alert noise by grouping related events into a single incident, so on-call engineers can focus on root causes rather than symptoms. Intelligent On-Call Scheduling lets you manage rotations, overrides, and escalation policies across teams and time zones from a single interface. Multi-Channel Notification Delivery reaches responders through their preferred channels (call, SMS, email, or push) with configurable escalation paths. Automated Runbook Execution triggers predefined remediation steps automatically at incident creation to reduce time-to-resolve. Bi-Directional Integrations connect with your existing observability, ITSM, and communication tools without requiring a rip-and-replace. Real-Time Incident Timeline provides a full audit trail of every alert, action, and response for postmortem analysis and compliance reporting. Who Uses ITOC360 ITOC360 is built for DevOps, SRE, and IT operations teams at organizations that run business-critical systems and cannot afford slow, fragmented incident response. It supports both small on-call teams and large enterprise operations centers. Why Teams Choose ITOC360 Traditional on-call tools simply route alerts. ITOC360 orchestrates the entire incident lifecycle. By combining AI-driven triage with automated workflows and flexible notification preferences, teams reduce mean time to acknowledge (MTTA) and mean time to resolve (MTTR) without adding headcount.

Average Rating: 5.0/5.0

Total Reviews: 36

How Do G2 Users Rate ITOC360?

  • Has the product been a good partner in doing business?: 10.0/10 (Category avg: 9.1/10)
  • Lifecycle Visualization: 10.0/10 (Category avg: 8.8/10)
  • Constant Monitoring: 10.0/10 (Category avg: 9.0/10)

Who Is the Company Behind ITOC360?

  • Seller: ITOC360
  • Year Founded: 2018
  • HQ Location: Delaware, US
  • LinkedIn® Page: www.linkedin.com
    12 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Computer Networking, Computer Software
  • Company Size: 61% Small, 42% Medium

What Are Recent G2 Reviews of ITOC360?

Xurrent IMR

Xurrent IMR (Incident Management and Response) is an end-to-end platform designed to help infrastructure and support teams manage the full incident response lifecycle — from the first alert to the final post-mortem. Built for speed, clarity, and operational accountability, it gives on-call teams the structure they need to respond decisively when systems fail. At its core, Xurrent IMR brings together alert correlation, on-call scheduling, task delegation, and SLA compliance into a single, unified workflow. Rather than stitching together multiple point solutions, teams get a coherent system that handles every stage of incident response without context-switching. Key capabilities include: Intelligent alert routing and correlation: Custom routing rules and alert context surface the right information at the right time, helping teams accelerate root cause analysis and reduce noise. On-call management with escalation policies: Fully customizable schedules and escalation chains ensure incidents are acknowledged and resolved within SLA thresholds, with no gaps in coverage. Incident roles, task templates, and playbooks: Structured delegation frameworks reduce chaos during high-severity events, ensuring every team member knows their responsibilities before an incident strikes. Response automation: Automated workflows enable self-healing system behaviors, reducing mean time to resolution and minimizing manual intervention for recurring failure patterns. Advanced analytics and reporting: Team, service, and user-level reporting gives engineering and operations leaders the visibility to measure performance, identify gaps, and continuously improve. Xurrent IMR integrates with 150+ monitoring, observability, and ticketing tools — including Datadog, Prometheus, PagerDuty, Splunk, Jira, ServiceNow, Grafana, New Relic, and AWS CloudWatch — making it compatible with the stacks modern infrastructure teams already rely on. Whether managing a distributed engineering organization or a lean operations team, Xurrent IMR provides the coordination layer that turns reactive firefighting into a repeatable, measurable discipline.

Average Rating: 4.5/5.0

Total Reviews: 201

How Do G2 Users Rate Xurrent IMR?

  • Has the product been a good partner in doing business?: 9.3/10 (Category avg: 9.1/10)
  • Lifecycle Visualization: 8.6/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.1/10 (Category avg: 9.0/10)
  • AI Text Generation: 7.7/10 (Category avg: 7.3/10)

Who Is the Company Behind Xurrent IMR?

  • Seller: Xurrent
  • Company Website:
  • Year Founded: 2010
  • HQ Location: Santa Barbara, US
  • Twitter: @4me
    250 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    176 employees on LinkedIn®

Who Uses This Product?

  • Who Uses This: Software Engineer, SDE
  • Top Industries: Computer Software, Information Technology and Services
  • Company Size: 49% Medium, 28% Small

What Do G2 Reviewers Say About Xurrent IMR?

AI-generated summary from verified user reviews

Pros
  • Users appreciate the easy handling of alerts in Xurrent IMR, enhancing notification management and communication seamlessly.
  • Users value the ease of use of Xurrent IMR, noting its simple implementation and user-friendly interface.
  • Users value the seamless integrations Xurrent IMR offers, enhancing their systems and improving overall efficiency.
  • Users praise the quick and helpful customer support of Xurrent IMR, enhancing their overall experience significantly.
  • Users love the intuitive design of Xurrent IMR, praising its ease of use and helpful features for newcomers.
Cons
  • Users often face notification issues with Xurrent IMR, leading to missed updates and confusion during on-call swaps.
  • Users find the missing features in Xurrent IMR limit its functionality and hinder effective incident management.
  • Users note feature issues with Xurrent IMR, including navigation challenges and the need for enhanced automation and reporting.
  • Users face scheduling issues with Xurrent IMR due to non-intuitive UI and complicated access for team collaboration.
  • Users note integration issues with certain third-party tools, which can complicate their overall experience with Xurrent IMR.

What Are Recent G2 Reviews of Xurrent IMR?

What Are G2 Users Discussing About Xurrent IMR?

Sherlocks.ai

Sherlocks.ai is an AI-driven SRE management tool that handles alerts, automates root cause analysis in seconds, and ensures system reliability 24/7. Your AI SRE teammate keeps your team from being awake at 2 AM, intelligently managing incidents, executing runbooks, and providing real-time insights. It helps teams prevent downtime, reduce operational toil, and maintain high-performing systems. Integrations takes less than 30 minutes. Sherlocks.ai connects seamlessly with popular observability and cloud tools like Kubernetes, Datadog, Prometheus, AWS, New Relic, and sends notifications directly to Slack.

Average Rating: 4.9/5.0

Total Reviews: 29

How Do G2 Users Rate Sherlocks.ai?

  • Has the product been a good partner in doing business?: 9.8/10 (Category avg: 9.1/10)
  • Lifecycle Visualization: 10.0/10 (Category avg: 8.8/10)
  • Constant Monitoring: 9.1/10 (Category avg: 9.0/10)
  • AI Text Generation: 9.5/10 (Category avg: 7.3/10)

Who Is the Company Behind Sherlocks.ai?

Who Uses This Product?

  • Top Industries: Information Technology and Services, Computer Software
  • Company Size: 52% Small, 38% Medium

What Do G2 Reviewers Say About Sherlocks.ai?

AI-generated summary from verified user reviews

Pros
  • Users highlight the seamless Slack integration of Sherlocks.ai, enhancing speed and efficiency in resolving technical issues.
  • Users value the efficient alert management of Sherlocks.ai, enhancing collaboration and significantly reducing troubleshooting time.
  • Users praise the flexible integrations of Sherlocks.ai, streamlining problem-solving across diverse infrastructures and tools.
  • Users value the high level of customer satisfaction achieved through efficient troubleshooting and actionable insights with Sherlocks.ai.
  • Users praise the ease of use of Sherlocks.ai, facilitating swift investigations and resolution of issues through Slack integration.
Cons
  • Users experience bug issues like missed edge cases and false alerts, though support is responsive to feedback.
  • Users find the initial configuration complex, but appreciate the responsive support for resolving issues quickly.
  • Users face notification issues with noisy alerts from unique flows, needing extra support for optimal tuning.
  • Users report encountering automation errors that necessitate manual adjustments or custom webhook setups, complicating usability.
  • Users experience a complex setup process initially, requiring adjustments and support for custom configurations.

What Are Recent G2 Reviews of Sherlocks.ai?

Alloy Navigator

Alloy Navigator is an AI-powered IT service and asset management solution that enables organizations of all sizes to manage their IT operations. This solution offers fully integrated help desk, network inventory and knowledge base capabilities, plus ITIL standards such as change and configuration management. Navigator creates relationships automatically between meaningful data while providing a comprehensive view of IT infrastructure components. Alloy Navigator’s service desk manages tickets, assets, incidents, changes, work orders and more within a single interface. Workflow management engine inside Alloy Navigator enables users to design custom IT processes. These can be altered to the specific needs of the business and personnel and might even include AI-driven steps. The solution also offers an online web portal, self-service portal for end users, and mobile apps for technicians and end-users. The Self-Service Portal is equipped with an AI Assistant to resolve routine questions of end-users, freeing IT for bigger challenges. Alloy Navigator gives users the ability to one-click audit their entire network, conduct a physical inventory with a barcode scanner and ensure compliance in software licensing. End users and admins also have access to interactive dashboards, scheduled reporting and real-time views for timely analysis.

Average Rating: 4.8/5.0

Total Reviews: 119

How Do G2 Users Rate Alloy Navigator?

  • Has the product been a good partner in doing business?: 9.1/10 (Category avg: 9.1/10)
  • Lifecycle Visualization: 8.1/10 (Category avg: 8.8/10)
  • Constant Monitoring: 8.6/10 (Category avg: 9.0/10)

Who Is the Company Behind Alloy Navigator?

  • Seller: Alloy Software
  • Year Founded: 2002
  • HQ Location: Bloomfield, NJ
  • Twitter: @AlloySoftware
    466 Twitter followers
  • LinkedIn® Page: www.linkedin.com
    18 employees on LinkedIn®

Who Uses This Product?

  • Top Industries: Information Technology and Services, Marketing and Advertising
  • Company Size: 76% Small, 32% Medium

What Do G2 Reviewers Say About Alloy Navigator?

AI-generated summary from verified user reviews

Pros
  • Users value the asset discovery feature of Alloy Navigator for its ability to keep network devices updated effortlessly.
  • Users find Alloy Navigator's ease of use enhances efficiency, streamlining ticket management and workflow automation effortlessly.
  • Users value the integrated ticketing and asset management of Alloy Navigator, streamlining support and enhancing workflow efficiency.
  • Users value the integrated ticket management of Alloy Navigator, enhancing visibility and simplifying workflows for support teams.
  • Users value the automation capabilities of Alloy Navigator, streamlining workflows across departments and saving time.
Cons
  • Users find the learning curve steep, requiring extra training for new hires and better onboarding resources.
  • Users find the complex setup of Alloy Navigator challenging, requiring extra training and experimentation for effective use.
  • Users find the platform limited in customization, making it less adaptable for creative collaboration and specific needs.
  • Users find the setup difficulty challenging initially, requiring significant effort and training to configure smoothly.
  • Users find the poor interface design hampers usability and complicates onboarding for new hires.

What Are Recent G2 Reviews of Alloy Navigator?

What Are G2 Users Discussing About Alloy Navigator?

Tian Lin
TL
Researched and written by Tian Lin
Updated