# Best Incident Management Software for Small Business *By [Tian Lin](https://research.g2.com/insights/author/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, small business features, pricing, setup, and installation differ from businesses of other sizes, which is why we match buyers to the right Small 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 Small Business Incident Management category. In addition to qualifying for inclusion in the Incident Management Software category, to qualify for inclusion in the Small Business Incident Management Software category, a product must have at least 10 reviews left by a reviewer from a small business. ## Top Incident Management Software at a Glance | # | Product | Rating | Best For | What Users Say | |---|---------|--------|----------|----------------| | 1 | [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) | 4.5/5.0 (1,794 reviews) | ITIL-aligned incident workflows with CMDB context | "[ITSM - Go to solution to deal with all IT related services](https://www.g2.com/survey_responses/servicenow-it-service-management-review-6611007)" | | 2 | [NinjaOne](https://www.g2.com/products/ninjaone/reviews) | 4.7/5.0 (4,544 reviews) | Proactive endpoint incident detection with automated remediation | "[Clean UI, Fantastic Support, and Frequent Updates](https://www.g2.com/survey_responses/ninjaone-review-13133082)" | | 3 | [xMatters](https://www.g2.com/products/xmatters/reviews) | 4.5/5.0 (769 reviews) | Multi-channel on-call alerting with workflow automation | "[No-Code Flow Designer and Reliable Multi-Channel Escalations](https://www.g2.com/survey_responses/xmatters-review-12874202)" | | 4 | [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) | 4.3/5.0 (963 reviews) | Atlassian-native ITSM with dev-ops integration | "[Seamless Jira Integration That Streamlines Service Requests and Support Workflows](https://www.g2.com/survey_responses/jira-service-management-review-13071435)" | | 5 | [New Relic](https://www.g2.com/products/new-relic/reviews) | 4.4/5.0 (571 reviews) | Full-stack observability with distributed tracing | "[New Relic User Experience Review](https://www.g2.com/survey_responses/new-relic-review-10695865)" | | 6 | [PagerDuty](https://www.g2.com/products/pagerduty/reviews) | 4.5/5.0 (945 reviews) | Multi-channel on-call alerting with escalation policies | "[Reliable paging that keeps our Azure on-call rotation sane](https://www.g2.com/survey_responses/pagerduty-review-12831402)" | | 7 | [Freshservice](https://www.g2.com/products/freshservice/reviews) | 4.6/5.0 (1,293 reviews) | ITIL-aligned ticketing with workflow automation | "[Clean, Fast ITSM with Seamless Integrations and Big ROI from Freddy AI](https://www.g2.com/survey_responses/freshservice-review-13115147)" | | 8 | [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) | 4.3/5.0 (776 reviews) | Asset-linked incident tracking with integrated change control | "[Intuitive, All-in-One ITSM That Streamlines Ticketing and Asset Management](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126)" | | 9 | [incident.io](https://www.g2.com/products/incident-io/reviews) | 4.8/5.0 (208 reviews) | Slack-native incident coordination with automated workflows | "[Boosted Incident Response with Better Slack Swarming and Clearer Bridge Comms](https://www.g2.com/survey_responses/incident-io-review-13130227)" | | 10 | [Rakuten SixthSense Observability](https://www.g2.com/products/rakuten-sixthsense-observability/reviews) | 4.6/5.0 (52 reviews) | — | "[A very good SAAS monitoring & observability tool](https://www.g2.com/survey_responses/rakuten-sixthsense-observability-review-11287792)" | ## G2 Grid® for Incident Management Software ![G2 Grid® for Incident Management Software plotting products by satisfaction and market presence](https://www.g2.com/categories/incident-management/grids.png?focus%5B%5D=25671&focus%5B%5D=27129&focus%5B%5D=71310&focus%5B%5D=5231&focus%5B%5D=139215&focus%5B%5D=2864&focus%5B%5D=124535&focus%5B%5D=5036) Highlighted products: NinjaOne, xMatters, ServiceNow IT Service Management, Jira Service Management, New Relic, Freshservice, Better Stack, and Pulseway. 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=freshservice&focus%5B%5D=better-stack&focus%5B%5D=pulseway&segment=small-business) ## How Many Incident Management Software Products Does G2 Track? **Total Products under this Category:** 132 ### Category Stats (Jul 2026) - **Average Rating**: 4.42/5 The average rating of products in this category, based on all submitted ratings - **Top Trending Product**: SAS Fraud, Anti-Money Laundering & Security Intelligence (+0.78%) - Among all products in this category, SAS Fraud, Anti-Money Laundering & Security Intelligence recorded the largest rating increase compared to last month *Last updated: July 20, 2026* ## How Does G2 Rank Incident Management Software Products? **Why You Can Trust G2's Software Rankings:** - 30 Analysts and Data Experts - 17,000+ Authentic Reviews - 132+ Products - Unbiased Rankings G2's software rankings are built on verified user reviews, rigorous moderation, and a consistent research methodology maintained by a team of analysts and data experts. Each product is measured using the same transparent criteria, with no paid placement or vendor influence. While reviews reflect real user experiences, which can be subjective, they offer valuable insight into how software performs in the hands of professionals. Together, these inputs power the G2 Score, a standardized way to compare tools within every category. ## Which Incident Management Software Is Best for Your Use Case? - **Best for Small Businesses:** [NinjaOne](https://www.g2.com/products/ninjaone/reviews) - **Best for Mid-Market:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Best for Enterprise:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Highest User Satisfaction:** [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - **Best Free Software:** [Freshservice](https://www.g2.com/products/freshservice/reviews) --- **Sponsored** ### NinjaOne NinjaOne is the unified IT operations platform that helps IT teams and managed service providers manage, secure, and support every endpoint from a single cloud-native console. Nearly 40,000 customers across 140+ countries use NinjaOne to replace fragmented point tools with one platform built to scale. The platform brings together the core work of modern IT operations: endpoint management, autonomous patch management, vulnerability management, endpoint and SaaS backup, remote access, and IT service desk. Teams monitor and control Windows, macOS, Linux, mobile, and virtual devices in one place, automate routine work with policy-based automation and human-centered AI, and cut the cost and risk that come from running many disconnected tools. NinjaOne serves internal IT teams and MSPs alike, from lean IT departments to mid-market and large enterprise organizations managing distributed, multi-site environments. Common uses include consolidating IT tooling, automating patching for security and compliance, managing distributed and hybrid workforces, improving endpoint visibility, and strengthening backup and ransomware readiness. NinjaOne has maintained a 98 percent customer satisfaction score for more than five years, backed by free unlimited onboarding and 24/7 support in seven languages. Organizations that move to NinjaOne report replacing four or more separate tools with the single platform. NinjaOne is FedRAMP Moderate Authorized and SOC 2 Type II and Type III compliant, and supports audit-ready compliance evidence across frameworks including CMMC, ISO 27001, and HIPAA. The mission behind the platform is simple: unify IT to simplify work, giving IT teams better tools and employees a great technology experience at work. [Visit website](https://www.g2.com/external_clickthroughs/record?secure%5Bad_program%5D=gdm_share&secure%5Bad_slot%5D=category_product_list&secure%5Bcategory_id%5D=1040&secure%5Bmedium%5D=sponsored&secure%5Bprioritized%5D=true&secure%5Bproduct_id%5D=25671&secure%5Bresource_id%5D=1040&secure%5Bresource_type%5D=Category&secure%5Bsource_type%5D=category_page&secure%5Bsource_url%5D=https%3A%2F%2Fwww.g2.com%2Fcategories%2Fincident-management%2Fsmall-business%3Fpage%3D2&secure%5Btoken%5D=a6f7d44950d4a6ad6109c439bedff0be8053047a11c4c518f5e468f1eff03b1b&secure%5Burl%5D=https%3A%2F%2Fwww.capterra.com%2Fppc%2Fclicks%2Fcollect%2FCA%2Fdirectory%2Fa9c83307-dacf-4f3d-85db-a7c4005a0803%2Fdestination%3FaffiliateDomain%3Dwww.g2.com%26specificLocation%3Dorganic-g2%26categoryId%3Db59674fc-0fdb-4a17-bd8e-22722eb63acb%26listingPosition%3D1%26sessionStartPage%3DaHR0cHM6Ly93d3cuZzIuY29tL2NhdGVnb3JpZXMvaW5jaWRlbnQtbWFuYWdlbWVudC9zbWFsbC1idXNpbmVzcz9wYWdlPTI%26ts%3D1784612497274%26s%3D8B38BA522309E0AFA3DE32BD43FA50696FE2566B5AB03C434068BBB99CD54FFD&secure%5Burl_type%5D=custom_url) --- ## What Are the Top-Rated Incident Management Software Products in 2026? ### 1. [NinjaOne](https://www.g2.com/products/ninjaone/reviews) NinjaOne is the unified IT operations platform that helps IT teams and managed service providers manage, secure, and support every endpoint from a single cloud-native console. Nearly 40,000 customers across 140+ countries use NinjaOne to replace fragmented point tools with one platform built to scale. The platform brings together the core work of modern IT operations: endpoint management, autonomous patch management, vulnerability management, endpoint and SaaS backup, remote access, and IT service desk. Teams monitor and control Windows, macOS, Linux, mobile, and virtual devices in one place, automate routine work with policy-based automation and human-centered AI, and cut the cost and risk that come from running many disconnected tools. NinjaOne serves internal IT teams and MSPs alike, from lean IT departments to mid-market and large enterprise organizations managing distributed, multi-site environments. Common uses include consolidating IT tooling, automating patching for security and compliance, managing distributed and hybrid workforces, improving endpoint visibility, and strengthening backup and ransomware readiness. NinjaOne has maintained a 98 percent customer satisfaction score for more than five years, backed by free unlimited onboarding and 24/7 support in seven languages. Organizations that move to NinjaOne report replacing four or more separate tools with the single platform. NinjaOne is FedRAMP Moderate Authorized and SOC 2 Type II and Type III compliant, and supports audit-ready compliance evidence across frameworks including CMMC, ISO 27001, and HIPAA. The mission behind the platform is simple: unify IT to simplify work, giving IT teams better tools and employees a great technology experience at work. **Average Rating:** 4.7/5.0 **Total Reviews:** 4,544 **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: 8.9/10) - **AI Text Generation:** 6.5/10 (Category avg: 7.2/10) **Who Is the Company Behind NinjaOne?** - **Seller:** [NinjaOne](https://www.g2.com/sellers/ninjaone) - **Company Website:** https://www.ninjaone.com/ - **Year Founded:** 2013 - **HQ Location:** Austin, Texas - **Twitter:** @NinjaOne (3,607 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/6436301/ (2,376 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Owner - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 47% Mid-Market, 45% Small-Business #### What Are NinjaOne's Pros and Cons? **Pros:** - Ease of Use (1373 reviews) - Automation (909 reviews) - Remote Access (867 reviews) - Features (852 reviews) - Customer Support (733 reviews) **Cons:** - Missing Features (792 reviews) - Improvement Needed (424 reviews) - Limited Features (396 reviews) - Needs Improvement (362 reviews) - Feature Issues (306 reviews) ### What Do G2 Reviewers Say About NinjaOne? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of NinjaOne, streamlining asset management and automating essential tasks effortlessly. - Users praise the **powerful automation** capabilities of NinjaOne, enhancing efficiency and simplifying device management. - Users appreciate the **easy navigation and dashboard** of NinjaOne, facilitating quick device management and monitoring. - Users praise NinjaOne for its **automated updates and efficient alerts** , significantly simplifying server management and saving time. - Users value the **excellent customer support** from NinjaOne, noting quick access to knowledgeable staff and practical solutions. **Cons:** - Users feel the **missing features** limit functionality, particularly lacking client and customer portal capabilities. - Users find the **search function lacking** , and the interface can confuse end users with unclear icons. - Users find NinjaOne has **limited features** , especially in mobile app functionality and device management options. - Users find that NinjaOne needs **improvement in search functionality** and a better ticketing dashboard for efficiency tracking. - Users report facing **feature issues** with function settings and a lack of adequate role-based controls in NinjaOne. #### What Are Recent G2 Reviews of NinjaOne? **"[NinjaOne Streamlines IT Management with Reliable Patching, Monitoring, and Fast Remote Access](https://www.g2.com/survey_responses/ninjaone-review-13132403)"** **Rating:** 4.5/5.0 stars *— Nizar R.* [Read full review](https://www.g2.com/survey_responses/ninjaone-review-13132403) --- **"[Clean UI, Fantastic Support, and Frequent Updates](https://www.g2.com/survey_responses/ninjaone-review-13133082)"** **Rating:** 4.5/5.0 stars *— Robert L.* [Read full review](https://www.g2.com/survey_responses/ninjaone-review-13133082) --- #### What Are G2 Users Discussing About NinjaOne? - [What is NinjaOne (formerly NinjaRMM) used for?](https://www.g2.com/discussions/what-is-ninjaone-formerly-ninjarmm-used-for) - 2 comments - [Does Office 365 Backup your data?](https://www.g2.com/discussions/does-office-365-backup-your-data) - 3 comments - [What does Dropsuite Backup?](https://www.g2.com/discussions/what-does-dropsuite-backup) - 1 comment ### 2. [xMatters](https://www.g2.com/products/xmatters/reviews) 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:** 769 **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: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.2/10) **Who Is the Company Behind xMatters?** - **Seller:** [Everbridge](https://www.g2.com/sellers/everbridge) - **Company Website:** https://www.everbridge.com - **Year Founded:** 2002 - **HQ Location:** Vienna, VA - **Twitter:** @Everbridge (4,786 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/33883 (1,609 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Incident Manager - **Top Industries:** Information Technology and Services, Financial Services - **Company Size:** 58% Enterprise, 28% Mid-Market #### What Are xMatters's Pros and Cons? **Pros:** - Alerting System (62 reviews) - Ease of Use (54 reviews) - Alert Management (50 reviews) - Automation (43 reviews) - Notifications (40 reviews) **Cons:** - Complexity (26 reviews) - Learning Curve (22 reviews) - Alert Issues (17 reviews) - Complex Setup (16 reviews) - Difficult Setup (16 reviews) ### What Do G2 Reviewers Say About xMatters? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **reliable and fast incident notifications** of xMatters, streamlining communication during critical moments. - Users appreciate the **ease of use** of xMatters, benefiting from streamlined communication and task automation in incident management. - Users appreciate the **consistent communication and robust notifications** of xMatters, enhancing incident response and collaboration. - Users value the **powerful automation** features of xMatters, simplifying complex tasks and enhancing incident management efficiency. - Users value the **timely notification alerts** from xMatters, enhancing their responsiveness and operational efficiency. **Cons:** - Users find the **learning curve complicated** , making initial setup and configuration time-consuming and challenging. - Users find the **steep learning curve** of xMatters challenging, especially during initial setup and configuration. - Users find that **alert issues** with xMatters lead to scheduling complications and frustrating delays in urgent notifications. - Users face a **complex setup** process with a steep learning curve, making initial configuration challenging. - Users find the **difficult setup** of notification workflows time-consuming, impacting early adoption and requiring careful attention to details. #### What Are Recent G2 Reviews of xMatters? **"[X-Matters Makes 2 AM Escalations Effortless with Reliable Multi-Channel Alerts](https://www.g2.com/survey_responses/xmatters-review-12974416)"** **Rating:** 5.0/5.0 stars *— Alexander P.* [Read full review](https://www.g2.com/survey_responses/xmatters-review-12974416) --- **"[No-Code Flow Designer and Reliable Multi-Channel Escalations](https://www.g2.com/survey_responses/xmatters-review-12874202)"** **Rating:** 5.0/5.0 stars *— Zuhaib I.* [Read full review](https://www.g2.com/survey_responses/xmatters-review-12874202) --- #### What Are G2 Users Discussing About xMatters? - [What is xMatters used for?](https://www.g2.com/discussions/what-is-xmatters-used-for) - 1 comment ### 3. [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) 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:** 1,794 **How Do G2 Users Rate ServiceNow IT Service Management?** - **Has the product been a good partner in doing business?:** 8.9/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.7/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.3/10 (Category avg: 7.2/10) **Who Is the Company Behind ServiceNow IT Service Management?** - **Seller:** [ServiceNow](https://www.g2.com/sellers/servicenow) - **Company Website:** https://www.servicenow.com/ - **Year Founded:** 2004 - **HQ Location:** Santa Clara, CA - **Twitter:** @servicenow (55,548 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/29352/ (35,081 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Consultant, Software Engineer - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 65% Enterprise, 19% Mid-Market #### What Are ServiceNow IT Service Management's Pros and Cons? **Pros:** - Ease of Use (168 reviews) - Incident Management (112 reviews) - Efficiency (100 reviews) - Features (97 reviews) - Automation (85 reviews) **Cons:** - Learning Curve (72 reviews) - Expensive (60 reviews) - Complexity (56 reviews) - Limited Customization (51 reviews) - Customization Difficulty (48 reviews) ### 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, streamlining service management tasks efficiently. - Users value the **rich platform** of ServiceNow for comprehensive ITSM task management and visibility. - Users value the **streamlined efficiency** of ServiceNow IT Service Management, enhancing service delivery and user satisfaction. - Users value the **customizable functionalities** and **easy integrations** that enhance the efficiency of IT Service Management. - Users appreciate the **strong automation capabilities** of ServiceNow, enhancing IT operations and improving overall efficiency. **Cons:** - Users find the **learning curve steep** , requiring significant knowledge and configuration for effective use of ServiceNow ITSM. - Users find ServiceNow ITSM **too expensive** , particularly due to high licensing and implementation costs for advanced features. - Users find the **complexity** of ServiceNow IT Service Management challenging, especially without dedicated expertise and adequate training. - Users find the **limited customization** options in ServiceNow IT Service Management can hinder optimal functionality and usability. - Users find **customization difficult** in ServiceNow IT Service Management, contributing to a steep learning curve and added costs. #### What Are Recent G2 Reviews of ServiceNow IT Service Management? **"[Easy Ticketing and Clear Status Tracking in ServiceNow ITSM](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13074245)"** **Rating:** 4.5/5.0 stars *— Balram T.* [Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-13074245) --- **"[ITSM - Go to solution to deal with all IT related services](https://www.g2.com/survey_responses/servicenow-it-service-management-review-6611007)"** **Rating:** 4.5/5.0 stars *— Tarique W.* [Read full review](https://www.g2.com/survey_responses/servicenow-it-service-management-review-6611007) --- #### What Are G2 Users Discussing About ServiceNow IT Service Management? - [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) - 3 comments - [What is service management software?](https://www.g2.com/discussions/what-is-service-management-software) - [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) - 1 comment - [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) - 1 comment - [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) - 2 comments ### 4. [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) 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:** 963 **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: 8.9/10) - **AI Text Generation:** 8.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Jira Service Management?** - **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian) - **Company Website:** https://www.atlassian.com/ - **Year Founded:** 2002 - **HQ Location:** Sydney and San Francisco - **Twitter:** @Atlassian (106,496 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/atlassian (21,081 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:** 42% Mid-Market, 38% Enterprise #### What Are Jira Service Management's Pros and Cons? **Pros:** - Ease of Use (46 reviews) - Integrations (32 reviews) - Automation (31 reviews) - Ticket Management (31 reviews) - Tracking Ease (29 reviews) **Cons:** - Learning Curve (33 reviews) - Complexity (28 reviews) - Steep Learning Curve (27 reviews) - Complex Setup (22 reviews) - Complex UI (16 reviews) ### What Do G2 Reviewers Say About Jira Service Management? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** in Jira Service Management, facilitating smooth collaboration across departments and impactful customization. - Users value the **seamless integration** of Jira Service Management with Atlassian tools, enhancing collaboration across teams. - Users appreciate the **built-in automation** in Jira Service Management, streamlining tasks like ticket assignment and notifications. - Users value the **user-friendly ticket management** system that simplifies incident tracking and ensures smooth operations. - Users appreciate the **tracking ease** of Jira Service Management, highlighting its robust SLA tracking and efficient issue management. **Cons:** - Users highlight 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, making initial setup and configuration challenging. - Users find the **steep learning curve** of Jira Service Management challenging, hindering adoption for new or non-technical teams. - Users find the **complex setup** process of Jira Service Management challenging, particularly for new users and non-technical teams. - Users find the **complex UI** challenging, especially for custom metrics and quick checks, affecting their workflow. #### What Are Recent G2 Reviews of Jira Service Management? **"[Jira Service Management for Efficient Ticket Tracking and Support Workflow](https://www.g2.com/survey_responses/jira-service-management-review-12817846)"** **Rating:** 5.0/5.0 stars *— Priyanka B.* [Read full review](https://www.g2.com/survey_responses/jira-service-management-review-12817846) --- **"[Seamless Jira Integration That Streamlines Service Requests and Support Workflows](https://www.g2.com/survey_responses/jira-service-management-review-13071435)"** **Rating:** 4.5/5.0 stars *— Ravindra N.* [Read full review](https://www.g2.com/survey_responses/jira-service-management-review-13071435) --- #### What Are G2 Users Discussing About Jira Service Management? - [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) - 2 comments, 1 upvote - [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) - 1 comment - [Does Jira Service Desk include JIRA software?](https://www.g2.com/discussions/does-jira-service-desk-include-jira-software) - [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) - 1 comment - [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) - 2 comments ### 5. [New Relic](https://www.g2.com/products/new-relic/reviews) 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:** 571 **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: 8.9/10) - **AI Text Generation:** 7.9/10 (Category avg: 7.2/10) **Who Is the Company Behind New Relic?** - **Seller:** [New Relic](https://www.g2.com/sellers/new-relic) - **Year Founded:** 2008 - **HQ Location:** San Francisco, CA - **Twitter:** @newrelic (65,727 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/426253/ (3,053 employees on LinkedIn®) - **Ownership:** NYSE: NEWR **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 43% Mid-Market, 30% Enterprise #### What Are New Relic's Pros and Cons? **Pros:** - Ease of Use (150 reviews) - Real-time Monitoring (137 reviews) - Monitoring (117 reviews) - Insights (104 reviews) - Analytics (90 reviews) **Cons:** - Expensive (83 reviews) - Pricing Issues (68 reviews) - Learning Curve (66 reviews) - Complexity (59 reviews) - Difficult Learning (52 reviews) ### What Do G2 Reviewers Say About New Relic? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **easy and intuitive interface** of New Relic, simplifying navigation and usability significantly. - Users value the **real-time monitoring** capabilities of New Relic, enhancing their insights and application performance management. - Users value the **real-time monitoring** capabilities of New Relic, which enhance issue detection and resolution efficiency. - Users value the **comprehensive observability capabilities** of New Relic, enabling effective monitoring and insight into application performance. - Users appreciate the **detailed analytics** and customizable dashboards of New Relic, enhancing real-time insights and performance monitoring. **Cons:** - Users find New Relic's pricing model **expensive** , particularly for teams managing high data volumes or multiple users. - Users find the **pricing model expensive** for larger teams, particularly when dealing with high data volumes. - Users find the **steep learning curve** of New Relic challenging, requiring time to fully understand the platform. - Users find the **complexity** of New Relic's interface and pricing structure daunting, impacting ease of use. - Users find **difficult learning** curves with NRQL and feature overload, making onboarding and navigation challenging for newcomers. #### What Are Recent G2 Reviews of New Relic? **"[New Relic User Experience Review](https://www.g2.com/survey_responses/new-relic-review-10695865)"** **Rating:** 5.0/5.0 stars *— bhavik m.* [Read full review](https://www.g2.com/survey_responses/new-relic-review-10695865) --- **"[End-to-End Observability That Makes Troubleshooting Faster](https://www.g2.com/survey_responses/new-relic-review-13057378)"** **Rating:** 4.5/5.0 stars *— Ravindra N.* [Read full review](https://www.g2.com/survey_responses/new-relic-review-13057378) --- #### What Are G2 Users Discussing About New Relic? - [What does observability mean?](https://www.g2.com/discussions/what-does-observability-mean) - [How do you use New Relic?](https://www.g2.com/discussions/how-do-you-use-new-relic) - [What is full stack visibility?](https://www.g2.com/discussions/what-is-full-stack-visibility) - 2 comments - [What is New Relic tool used for?](https://www.g2.com/discussions/what-is-new-relic-tool-used-for) - 1 comment ### 6. [Freshservice](https://www.g2.com/products/freshservice/reviews) Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: 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 seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees. **Average Rating:** 4.6/5.0 **Total Reviews:** 1,293 **How Do G2 Users Rate Freshservice?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.8/10 (Category avg: 7.2/10) **Who Is the Company Behind Freshservice?** - **Seller:** [Freshworks](https://www.g2.com/sellers/freshworks) - **Company Website:** https://www.freshworks.com/ - **Year Founded:** 2010 - **HQ Location:** San Mateo, CA - **Twitter:** @FreshworksInc (19,020 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/freshworks-inc/ (7,505 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% Mid-Market, 21% Enterprise #### What Are Freshservice's Pros and Cons? **Pros:** - Ease of Use (158 reviews) - Features (89 reviews) - Automation (75 reviews) - Ticketing System (67 reviews) - Ticket Management (61 reviews) **Cons:** - Missing Features (54 reviews) - Limited Features (42 reviews) - Learning Curve (36 reviews) - Limited Customization (33 reviews) - Ticketing Issues (27 reviews) ### What Do G2 Reviewers Say About Freshservice? *AI-generated summary from verified user reviews* **Pros:** - Users highlight the **ease of use** of Freshservice, appreciating its intuitive design and efficient ticket management. - Users appreciate the **intuitive interface and extensive features** of Freshservice, simplifying both complex tasks and daily activities. - Users value the **automation features** of Freshservice, significantly enhancing efficiency and streamlining ticket management processes. - Users praise the **variety of ticket organization options** in Freshservice, enhancing efficiency and user experience. - Users value the **intuitive ticket management** in Freshservice, enhancing usability and streamlining internal approval processes. **Cons:** - Users find the **missing features** in Freshservice frustrating, particularly the lack of intuitive reporting and search functionalities. - Users find the **limited features** of Freshservice restrictive, impacting the effectiveness of reporting and project management. - Users find the **learning curve steep** , with complicated configurations and unintuitive reporting features causing frustration. - Users find **limited customization** options in Freshservice, which can restrict tailoring the system to specific business needs. - Users find **ticketing issues** frustrating, especially with confusing reporting and difficulty in extracting data for management. #### What Are Recent G2 Reviews of Freshservice? **"[Powerful Ticketing, SLAs, Automations, and Analytics That Boost Agent Organization](https://www.g2.com/survey_responses/freshservice-review-12805161)"** **Rating:** 4.0/5.0 stars *— Davi A.* [Read full review](https://www.g2.com/survey_responses/freshservice-review-12805161) --- **"[Clean, Fast ITSM with Seamless Integrations and Big ROI from Freddy AI](https://www.g2.com/survey_responses/freshservice-review-13115147)"** **Rating:** 5.0/5.0 stars *— Angelique C.* [Read full review](https://www.g2.com/survey_responses/freshservice-review-13115147) --- #### What Are G2 Users Discussing About Freshservice? - [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote ### 7. [Better Stack](https://www.g2.com/products/better-stack/reviews) 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:** 326 **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:** 9.2/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.6/10 (Category avg: 8.9/10) - **AI Text Generation:** 6.6/10 (Category avg: 7.2/10) **Who Is the Company Behind Better Stack?** - **Seller:** [Better Stack](https://www.g2.com/sellers/better-stack-3c077b8c-37c5-4d79-9e19-15cf3bd1960b) - **Year Founded:** 2021 - **HQ Location:** San Francisco, CA - **Twitter:** @BetterStackHQ (10,698 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/betterstack/ (31 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** CEO, CTO - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 88% Small-Business, 8% Mid-Market #### What Are Better Stack's Pros and Cons? **Pros:** - Ease of Use (118 reviews) - Easy Setup (97 reviews) - User Interface (71 reviews) - Setup Ease (55 reviews) - Alerting System (51 reviews) **Cons:** - Expensive (22 reviews) - Missing Features (22 reviews) - Pricing Issues (14 reviews) - Limited Features (13 reviews) - Log Management (12 reviews) ### What Do G2 Reviewers Say About Better Stack? *AI-generated summary from verified user reviews* **Pros:** - Users value the **ease of use** in Better Stack, praising its intuitive setup and reliable monitoring capabilities. - Users highlight the **easy setup** of Better Stack, appreciating its simplicity and smooth integration process. - Users praise the **excellent user interface** of Better Stack, enhancing monitoring and workflow efficiency for development teams. - Users highlight the **remarkable setup ease** of Better Stack, making it quick and intuitive to get started. - Users appreciate the **instant notifications** from Better Stack, ensuring timely responses to downtime issues and proactive incident management. **Cons:** - Users find the pricing of Better Stack to be **expensive** after the free tier limits, particularly for custom features. - Users are frustrated by the **missing features** like Discord integration and restrictions on website ownership changes. - Users find the **pricing issues** problematic after exceeding free tier limits, with higher costs for advanced features. - Users find Better Stack has **limited features** , such as delayed custom domain support and lack of dashboard options. - Users find the **log management challenging** , struggling with UI navigation and occasional failures in log collection. #### What Are Recent G2 Reviews of Better Stack? **"[Essential Free Tool for Effortless Website Monitoring](https://www.g2.com/survey_responses/better-stack-review-13077620)"** **Rating:** 4.5/5.0 stars *— Verified User in Online Media* [Read full review](https://www.g2.com/survey_responses/better-stack-review-13077620) --- **"[Better Stack Simplifies Monitoring, Alerting, and Logs with Fast, Reliable Outage Detection](https://www.g2.com/survey_responses/better-stack-review-12954208)"** **Rating:** 4.5/5.0 stars *— Ravindra N.* [Read full review](https://www.g2.com/survey_responses/better-stack-review-12954208) --- #### What Are G2 Users Discussing About Better Stack? - [Which tools can you use to monitor a website's Uptime?](https://www.g2.com/discussions/which-tools-can-you-use-to-monitor-a-website-s-uptime) - [What is Hexometer browser?](https://www.g2.com/discussions/better-uptime-what-is-hexometer-browser) - [What is betteruptime?](https://www.g2.com/discussions/what-is-betteruptime) - [Is better Uptime free?](https://www.g2.com/discussions/is-better-uptime-free) - 7 comments, 1 upvote ### 8. [Pulseway](https://www.g2.com/products/pulseway/reviews) 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 features and modules to boost your productivity straight out of the box and never miss critical alerts. - Pulseway’s comprehensive remote monitoring and management (RMM) software provides a complete view across your network. View operational data for workstations, servers, VMs, network devices and more, while resolving issues straight from the same interface. - Be instantly alerted to issues, resolve them before they become a problem and minimize downtime – across the network. - Let you and your team be fully productive from anywhere to deliver first-class customer service wherever you are. - Automate repetitive IT tasks and automatically fix issues before they become a problem. - Pulseway built-in Mobile Remote Control enables simple, reliable, and fluid remote access to any monitored systems. Access files, applications and control remote systems as if you were sitting right in front of them. Try Pulseway RMM today with a free 14-day no-commitment trial to see for yourself. **Average Rating:** 4.6/5.0 **Total Reviews:** 120 **How Do G2 Users Rate Pulseway?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.2/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.8/10 (Category avg: 8.9/10) - **AI Text Generation:** 5.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Pulseway?** - **Seller:** [MMSoft Design](https://www.g2.com/sellers/mmsoft-design) - **Year Founded:** 2011 - **HQ Location:** Dublin, Ireland - **Twitter:** @pulsewayapp (6,073 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/1987200/ (47 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Owner - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 51% Small-Business, 43% Mid-Market #### What Are Pulseway's Pros and Cons? **Pros:** - Intuitive (9 reviews) - Easy Setup (8 reviews) - Implementation Ease (7 reviews) - Easy Integrations (6 reviews) - Integrations (6 reviews) **Cons:** - Limited Features (4 reviews) - Limited Compatibility (3 reviews) - Slow Performance (3 reviews) - Expensive (2 reviews) - Feature Issues (2 reviews) ### What Do G2 Reviewers Say About Pulseway? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **intuitive interface** of Pulseway, making it simple to implement and enhancing customer support experiences. - Users appreciate the **easy setup** of Pulseway, allowing for efficient implementation and enhanced service management. - Users commend the **easy implementation** of Pulseway, appreciating its quick setup and supportive resources throughout the process. - Users value the **easy integrations** of Pulseway, enhancing their workflow and simplifying infrastructure management across systems. - Users appreciate the **easy integrations** with other software, enhancing their overall experience with Pulseway. **Cons:** - Users note the **limited features** of Pulseway, particularly missing Microsoft Office integration and inadequate network monitoring tools. - Users face **limited compatibility** with Pulseway, especially regarding Microsoft Office and Linux integration challenges. - Users find Pulseway's performance to be **slow** , particularly with ticketing and during peak hours, affecting usability. - Users feel the pricing is **very high** compared to similar services, indicating potential for better licensing options. - Users express frustration with **unfinished features** and constant upselling, complicating their overall Pulseway experience. #### What Are Recent G2 Reviews of Pulseway? **"[Brilliant Mobile Control and Versatile Remote Management](https://www.g2.com/survey_responses/pulseway-review-12750546)"** **Rating:** 4.5/5.0 stars *— Rinalon E.* [Read full review](https://www.g2.com/survey_responses/pulseway-review-12750546) --- **"[Pulseway’s Mobile-Friendly Remote Monitoring with Real-Time Alerts and Automation](https://www.g2.com/survey_responses/pulseway-review-12795320)"** **Rating:** 4.5/5.0 stars *— Luciana S.* [Read full review](https://www.g2.com/survey_responses/pulseway-review-12795320) --- #### What Are G2 Users Discussing About Pulseway? - [Is Pulseway cloud based?](https://www.g2.com/discussions/is-pulseway-cloud-based) - [Does Pulseway have a free version?](https://www.g2.com/discussions/does-pulseway-have-a-free-version) - [What can Pulseway monitor?](https://www.g2.com/discussions/what-can-pulseway-monitor) - 1 comment - [What is Pulseway used for?](https://www.g2.com/discussions/what-is-pulseway-used-for) ### 9. [Sherlocks.ai](https://www.g2.com/products/sherlocks-ai/reviews) 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:** 28 **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: 8.9/10) - **AI Text Generation:** 9.5/10 (Category avg: 7.2/10) **Who Is the Company Behind Sherlocks.ai?** - **Seller:** [sherlocks.ai](https://www.g2.com/sellers/sherlocks-ai) - **Year Founded:** 2025 - **HQ Location:** Palo Alto, US - **LinkedIn® Page:** https://www.linkedin.com/company/sherlocks-ai/ (9 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 54% Small-Business, 36% Mid-Market #### What Are Sherlocks.ai's Pros and Cons? **Pros:** - Slack Integration (15 reviews) - Alert Management (9 reviews) - Integrations (9 reviews) - Customer Satisfaction (8 reviews) - Ease of Use (7 reviews) **Cons:** - Bug Issues (2 reviews) - Complexity (2 reviews) - Notification Issues (2 reviews) - Bugs (1 reviews) - Complex Setup (1 reviews) ### What Do G2 Reviewers Say About Sherlocks.ai? *AI-generated summary from verified user reviews* **Pros:** - Users value the **seamless Slack integration** of Sherlocks.ai, enabling instant communication and faster issue resolution. - Users value the **effective alert management** of Sherlocks.ai, significantly improving incident response and reducing noise from false positives. - Users commend the **seamless integrations** of Sherlocks.ai, enhancing efficiency and response times across their operations. - Users appreciate the **outstanding customer satisfaction** provided by Sherlocks.ai, enhancing team efficiency and issue resolution. - Users love the **ease of use** of Sherlocks.ai, allowing quick access to insights and timely resolutions via Slack. **Cons:** - Users experience **bug issues** with false alerts and missed edge cases, though the support team is responsive. - Users find the **initial configuration complex** , requiring tuning to optimize incident timelines for effective usage. - Users experience **notification issues** with noisy alerts in unique flows, requiring extra support for filtering adjustments. - Users face **automation errors** in Sherlocks.ai that necessitate manual adjustments or custom webhook setups. - Users find the **complex setup** process challenging, requiring extra configuration and support interactions for effective use. #### What Are Recent G2 Reviews of Sherlocks.ai? **"[Sherlocks.ai aligned our Dev and DevOps teams](https://www.g2.com/survey_responses/sherlocks-ai-review-12169432)"** **Rating:** 5.0/5.0 stars *— Deepank A.* [Read full review](https://www.g2.com/survey_responses/sherlocks-ai-review-12169432) --- **"[Sherlocks.ai Keeps Suprsend Reliable and Our Team Focused](https://www.g2.com/survey_responses/sherlocks-ai-review-11845627)"** **Rating:** 5.0/5.0 stars *— Gaurav V.* [Read full review](https://www.g2.com/survey_responses/sherlocks-ai-review-11845627) --- ### 10. [Xurrent IMR](https://www.g2.com/products/xurrent-imr/reviews) 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:** 183 **How Do G2 Users Rate Xurrent IMR?** - **Has the product been a good partner in doing business?:** 9.4/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.6/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.1/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.7/10 (Category avg: 7.2/10) **Who Is the Company Behind Xurrent IMR?** - **Seller:** [Xurrent](https://www.g2.com/sellers/xurrent) - **Company Website:** https://www.xurrent.com/ - **Year Founded:** 2010 - **HQ Location:** Santa Barbara, US - **Twitter:** @4me (250 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/xurrent/ (174 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, Senior Software Engineer - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 48% Mid-Market, 27% Small-Business #### What Are Xurrent IMR's Pros and Cons? **Pros:** - Ease of Use (50 reviews) - Alert Management (46 reviews) - Integrations (37 reviews) - Customer Support (33 reviews) - User Interface (32 reviews) **Cons:** - Missing Features (12 reviews) - Notification Issues (12 reviews) - Scheduling Issues (11 reviews) - Learning Curve (10 reviews) - Feature Issues (9 reviews) ### What Do G2 Reviewers Say About Xurrent IMR? *AI-generated summary from verified user reviews* **Pros:** - Users find Zenduty's **ease of use** exceptional, praising its simple implementation and intuitive interface. - Users appreciate the **easy handling of alerts** in Xurrent IMR, benefiting from effective communication and integration options. - Users appreciate the **seamless integrations** with various systems, enhancing functionality and user experience in Xurrent IMR. - Users commend the **excellent and responsive customer support** of Xurrent IMR, enhancing their overall experience. - Users value the **smooth and responsive UI** of Xurrent IMR, finding it simple and easy to use. **Cons:** - Users feel the **missing features** in the Xurrent IMR limit its capabilities and hinder a better experience. - Users face **notification issues** with Xurrent IMR, including spam calls and ungrouped alerts affecting user awareness and experience. - Users struggle with **scheduling issues** in Xurrent IMR, finding the interface unintuitive and unnecessarily complex. - Users find the **learning curve steep** , especially for those unfamiliar with incident management or the confusing interface. - Users note **feature issues** with navigation and automation, which hinder the overall user experience with Xurrent IMR. #### What Are Recent G2 Reviews of Xurrent IMR? **"[Awesome Integrations and Strong Features with Xurrent IMR](https://www.g2.com/survey_responses/xurrent-imr-review-13123410)"** **Rating:** 5.0/5.0 stars *— Spandan D.* [Read full review](https://www.g2.com/survey_responses/xurrent-imr-review-13123410) --- **"[Streamlined Incident Management with Great GCP Integration and Support](https://www.g2.com/survey_responses/xurrent-imr-review-12908520)"** **Rating:** 4.0/5.0 stars *— Hatim B.* [Read full review](https://www.g2.com/survey_responses/xurrent-imr-review-12908520) --- #### What Are G2 Users Discussing About Xurrent IMR? - [What is StatusCast used for?](https://www.g2.com/discussions/what-is-statuscast-used-for) - [What is Zenduty used for?](https://www.g2.com/discussions/what-is-zenduty-used-for) - 1 comment ### 11. [PagerDuty](https://www.g2.com/products/pagerduty/reviews) 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:** 945 **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: 8.9/10) - **AI Text Generation:** 8.1/10 (Category avg: 7.2/10) **Who Is the Company Behind PagerDuty?** - **Seller:** [PagerDuty](https://www.g2.com/sellers/pagerduty) - **Company Website:** https://www.pagerduty.com/ - **Year Founded:** 2009 - **HQ Location:** San Francisco, CA - **Twitter:** @pagerduty (24,689 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/482819/ (1,267 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% Mid-Market, 38% Enterprise #### What Are PagerDuty's Pros and Cons? **Pros:** - Alert Notifications (21 reviews) - Alerting System (19 reviews) - Alert Management (17 reviews) - Ease of Use (15 reviews) - Easy Integrations (15 reviews) **Cons:** - Alert Issues (12 reviews) - Expensive (8 reviews) - Complexity (7 reviews) - Inefficient Alert System (7 reviews) - Complex UI (6 reviews) ### What Do G2 Reviewers Say About PagerDuty? *AI-generated summary from verified user reviews* **Pros:** - Users value the **automated and priority-based notifications** from PagerDuty, enhancing incident response and reducing resolution time. - Users value the **automated and priority-based notifications** of PagerDuty, ensuring timely responses and reducing downtime. - Users praise the **ease of integration and reliable management** of alerts with PagerDuty's intuitive features. - Users appreciate the **ease of use** of PagerDuty, enjoying intuitive features and seamless incident management. - Users value the **easy integrations** with various tools like Slack and AWS, enhancing collaboration and incident management. **Cons:** - Users find the **alert issues** in PagerDuty lead to confusion and limits on workflow customization, impacting efficiency. - Users find the **pricing to be high** , especially for small teams and features that should be included in one plan. - Users find the **complexity of the interface** in PagerDuty challenging, particularly for new users navigating the system. - Users often find the **inefficient alert system** overwhelming, leading to unnecessary disruptions and complexity in management. - Users find the **UI complex** and sometimes clunky, especially challenging for new users navigating through it. #### What Are Recent G2 Reviews of PagerDuty? **"[Technical efficiency approach](https://www.g2.com/survey_responses/pagerduty-review-12856233)"** **Rating:** 4.0/5.0 stars *— Johnny C.* [Read full review](https://www.g2.com/survey_responses/pagerduty-review-12856233) --- **"[Reliable paging that keeps our Azure on-call rotation sane](https://www.g2.com/survey_responses/pagerduty-review-12831402)"** **Rating:** 4.5/5.0 stars *— Nik H.* [Read full review](https://www.g2.com/survey_responses/pagerduty-review-12831402) --- #### What Are G2 Users Discussing About PagerDuty? - [What is PagerDuty used for?](https://www.g2.com/discussions/what-is-pagerduty-used-for) - 2 comments - [Who are PagerDuty competitors?](https://www.g2.com/discussions/who-are-pagerduty-competitors) - [How much does PagerDuty cost?](https://www.g2.com/discussions/how-much-does-pagerduty-cost) - 1 comment - [Who uses PagerDuty?](https://www.g2.com/discussions/who-uses-pagerduty) - [What is PagerDuty software?](https://www.g2.com/discussions/what-is-pagerduty-software) ### 12. [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) Enterprise-grade ITSM that's actually easy to use — resolve issues up to 52% faster with AI, unified asset management, and native ITOps integration built in from day one. SolarWinds Service Desk is a cloud-based IT service management (ITSM) platform that enables IT teams and other business departments to manage service requests, incidents, assets, and workflows in a unified environment. It is designed for IT professionals, service desk teams, and organizations looking to enhance their service management capabilities without the implementation overhead typically associated with enterprise ITSM tools. The platform covers incident management, problem management, change management, asset management, and CMDB in a single product. A configurable, drag-and-drop self-service portal and easy-to-use knowledge base allow end users to resolve common issues independently, while rule-based automations handle ticket routing, prioritization, escalation, and notifications without manual intervention. Customizable dashboards and reporting give teams visibility across incidents, requests, changes, and assets. AI capabilities are embedded directly into agent workflows; including ticket summarization, solution suggestions, intelligent incident/problem linking, response and resolution drafting, runbook generation, and knowledge base recommendations. These capabilities are available out of the box without additional configuration. The AI is scoped to surface relevant, actionable information at the right moment rather than requiring teams to build or maintain separate AI tooling. As part of the SolarWinds portfolio, Service Desk integrates natively with SolarWinds Observability and IT operations tools, allowing infrastructure alerts to automatically generate service desk tickets and giving technicians direct access to node health, recent changes, and other operational context within the incident record. Native integrations also include Microsoft Entra ID for user lifecycle management, Jira for cross-team escalation, Automox for patch management, and an open API for custom connections. Service Desk supports enterprise service management (ESM), enabling organizations to extend ITSM processes beyond IT, to departments such as HR, Facilities, and Legal, without additional products or professional services. For IT teams, the lift is minimal: new department portals are built on the same platform they already manage, using the same workflows, automations, and reporting. This gives IT centralized visibility and control across the organization, reducing the risk of departments adopting unauthorized tools to fill gaps in service coverage. Overall, SolarWinds Service Desk offers a robust set of features designed to enhance service management efficiency, without the headache. By integrating automation, customized workflows, and intelligent recommendations, it stands out as a comprehensive solution that not only addresses the immediate needs of IT teams but also supports broader organizational goals for improved service delivery. **Average Rating:** 4.3/5.0 **Total Reviews:** 776 **How Do G2 Users Rate SolarWinds Service Desk?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.4/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.4/10 (Category avg: 8.9/10) - **AI Text Generation:** 5.9/10 (Category avg: 7.2/10) **Who Is the Company Behind SolarWinds Service Desk?** - **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc) - **Company Website:** https://www.solarwinds.com - **Year Founded:** 1999 - **HQ Location:** Austin, TX - **Twitter:** @solarwinds (19,570 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/166039/ (2,824 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** IT Manager, Systems Administrator - **Top Industries:** Information Technology and Services, Hospital & Health Care - **Company Size:** 67% Mid-Market, 23% Enterprise #### What Are SolarWinds Service Desk's Pros and Cons? **Pros:** - Ticketing System (8 reviews) - Asset Management (7 reviews) - Ease of Use (7 reviews) - Ticket Management (7 reviews) - User Interface (5 reviews) **Cons:** - Missing Features (5 reviews) - Asset Management (4 reviews) - Insufficient Information (3 reviews) - Limited Features (3 reviews) - App Limitations (2 reviews) ### What Do G2 Reviewers Say About SolarWinds Service Desk? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use and reporting capabilities** of SolarWinds Service Desk for efficient ticket management. - Users appreciate the **comprehensive asset management** in SolarWinds Service Desk, enhancing efficiency and customization for their needs. - Users appreciate the **ease of use** of SolarWinds Service Desk, making it simple to manage support requests efficiently. - Users value the **ease of ticket submission** in SolarWinds Service Desk, facilitating smooth operations for their teams. - Users value the **simplified interface** of SolarWinds Service Desk, making ITSM processes accessible and efficient. **Cons:** - Users find **missing features** in SolarWinds Service Desk, leading to limitations in handling large enterprise needs. - Users find the **search functionality challenging** , particularly when looking for specific asset tag numbers without ticket numbers. - Users find the **insufficient information** in SolarWinds service desk challenging, affecting device management and troubleshooting efficiency. - Users note the **limited features** of SolarWinds Service Desk, feeling it lacks advanced automation and customization options. - Users experience **app limitations** regarding feature access, customizations, and mobile device usability in SolarWinds Service Desk. #### What Are Recent G2 Reviews of SolarWinds Service Desk? **"[Intuitive, All-in-One ITSM That Streamlines Ticketing and Asset Management](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126)"** **Rating:** 5.0/5.0 stars *— Lakhan N.* [Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-12748126) --- **"[Simplified Ticket Management, Needs Better Integrations](https://www.g2.com/survey_responses/solarwinds-service-desk-review-13129315)"** **Rating:** 4.5/5.0 stars *— Deborah W.* [Read full review](https://www.g2.com/survey_responses/solarwinds-service-desk-review-13129315) --- #### What Are G2 Users Discussing About SolarWinds Service Desk? - [What is SolarWinds Service Desk used for?](https://www.g2.com/discussions/what-is-solarwinds-service-desk-used-for) - [How does help desk software work?](https://www.g2.com/discussions/solarwinds-service-desk-how-does-help-desk-software-work) - [What is remote service desk?](https://www.g2.com/discussions/what-is-remote-service-desk) - [What is the purpose of a service desk?](https://www.g2.com/discussions/what-is-the-purpose-of-a-service-desk) - [Is SolarWinds service desk on premise?](https://www.g2.com/discussions/is-solarwinds-service-desk-on-premise) ### 13. [Alloy Navigator](https://www.g2.com/products/alloy-navigator/reviews) 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:** 103 **How Do G2 Users Rate Alloy Navigator?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.1/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.6/10 (Category avg: 8.9/10) **Who Is the Company Behind Alloy Navigator?** - **Seller:** [Alloy Software](https://www.g2.com/sellers/alloy-software) - **Year Founded:** 2002 - **HQ Location:** Bloomfield, NJ - **Twitter:** @AlloySoftware (466 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/alloy-software/ (16 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Marketing and Advertising - **Company Size:** 75% Small-Business, 34% Mid-Market #### What Are Alloy Navigator's Pros and Cons? **Pros:** - Asset Management (32 reviews) - Ease of Use (31 reviews) - Ticketing System (27 reviews) - Ticket Management (27 reviews) - Automation (21 reviews) **Cons:** - Learning Curve (13 reviews) - Complex Setup (12 reviews) - Limited Customization (11 reviews) - Setup Difficulty (11 reviews) - Poor Interface Design (8 reviews) ### What Do G2 Reviewers Say About Alloy Navigator? *AI-generated summary from verified user reviews* **Pros:** - Users value the **consolidation of IT elements** in Alloy Navigator, significantly simplifying workflow and enhancing team efficiency. - Users find Alloy Navigator's **ease of use** exceptional, enhancing efficiency via streamlined workflows and simple ticketing. - Users value the **integrated ticketing and asset management** of Alloy Navigator, significantly enhancing workflow efficiency. - Users value the **consolidation of IT management tools** in Alloy Navigator, enhancing workflow efficiency and productivity. - Users value the **seamless automation** in Alloy Navigator, which streamlines IT management and enhances efficiency throughout processes. **Cons:** - Users find the **learning curve steep** , requiring extra training for new hires and better onboarding resources. - Users find the **complex setup** process challenging, requiring extra training and experimentation to configure effectively. - Users find Alloy Navigator's **limited customization** restricts flexibility, impacting creative collaboration and reporting needs. - Users find the **setup difficulty** challenging due to unclear instructions and time-consuming custom workflows. - Users find the **poor interface design** hinders usability, noting a need for a more streamlined and modern experience. #### What Are Recent G2 Reviews of Alloy Navigator? **"[Self-Service Portal Transformed Support for Teachers and Staff](https://www.g2.com/survey_responses/alloy-navigator-review-13090627)"** **Rating:** 5.0/5.0 stars *— Zakria J.* [Read full review](https://www.g2.com/survey_responses/alloy-navigator-review-13090627) --- **"[Flexible Workflows That Fit How We Work](https://www.g2.com/survey_responses/alloy-navigator-review-13127398)"** **Rating:** 5.0/5.0 stars *— Orvin S.* [Read full review](https://www.g2.com/survey_responses/alloy-navigator-review-13127398) --- #### What Are G2 Users Discussing About Alloy Navigator? - [What is the use of Alloy Navigator?](https://www.g2.com/discussions/what-is-the-use-of-alloy-navigator) - [What is Alloy in Software?](https://www.g2.com/discussions/what-is-alloy-in-software) - [What is Alloy Navigator?](https://www.g2.com/discussions/what-is-alloy-navigator) ### 14. [Grafana Labs](https://www.g2.com/products/grafana-labs/reviews) 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:** 156 **How Do G2 Users Rate Grafana Labs?** - **Has the product been a good partner in doing business?:** 8.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.1/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.9/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Grafana Labs?** - **Seller:** [Grafana Labs](https://www.g2.com/sellers/grafana-labs) - **Year Founded:** 2014 - **HQ Location:** New York - **Twitter:** @grafana (71,444 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/11062162/ (1,842 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, DevOps Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 45% Mid-Market, 28% Enterprise #### What Are Grafana Labs's Pros and Cons? **Pros:** - Data Visualization (18 reviews) - Ease of Use (18 reviews) - Dashboard Usability (17 reviews) - Real-time Monitoring (17 reviews) - Monitoring (16 reviews) **Cons:** - Learning Curve (16 reviews) - Complex Setup (13 reviews) - Learning Difficulty (12 reviews) - Difficult Learning (11 reviews) - Complexity (10 reviews) ### What Do G2 Reviewers Say About Grafana Labs? *AI-generated summary from verified user reviews* **Pros:** - Users praise Grafana for its **intuitive and flexible data visualization** , enhancing their ability to monitor performance effectively. - Users appreciate the **ease of use** of Grafana, enjoying seamless integration and intuitive dashboard setup for monitoring. - Users value the **intuitive and flexible dashboard usability** of Grafana, enhancing their data visualization experience effortlessly. - Users value the **real-time monitoring** capabilities of Grafana Labs, enabling effective visualization and quick response to system performance. - Users value the **flexibility and clarity** of Grafana for effective monitoring and visualization of metrics. **Cons:** - Users find the **learning curve steep** , with initial setup, navigation, and documentation proving challenging for new users. - Users often face a **complex setup** process with Grafana Labs, making initial dashboard configuration challenging for newcomers. - Users find the **learning difficulty** of Grafana frustrating, especially with complex setups and a clumsy interface. - Users find the **difficult learning curve** challenging, particularly when creating advanced dashboards or configurations. - Users find the **initial setup and configuration complex** , making it challenging for newcomers to effectively utilize Grafana Labs. #### What Are Recent G2 Reviews of Grafana Labs? **"[Powerful, Flexible Observability with Grafana Labs](https://www.g2.com/survey_responses/grafana-labs-review-12426276)"** **Rating:** 4.5/5.0 stars *— ALISHETTI S.* [Read full review](https://www.g2.com/survey_responses/grafana-labs-review-12426276) --- **"[Flexible, Clear Dashboards with Powerful Integrations and Alerting](https://www.g2.com/survey_responses/grafana-labs-review-12415989)"** **Rating:** 5.0/5.0 stars *— Jayanth Sai E.* [Read full review](https://www.g2.com/survey_responses/grafana-labs-review-12415989) --- #### What Are G2 Users Discussing About Grafana Labs? - [What framework does Grafana use?](https://www.g2.com/discussions/what-framework-does-grafana-use) - [What are the components of Grafana?](https://www.g2.com/discussions/what-are-the-components-of-grafana) - [What are the benefits of Grafana?](https://www.g2.com/discussions/what-are-the-benefits-of-grafana) - [What is Grafana software used for?](https://www.g2.com/discussions/what-is-grafana-software-used-for) ### 15. [Oh Dear](https://www.g2.com/products/oh-dear/reviews) Oh Dear is an all-in-one website monitoring software for one or multiple websites. Use Oh Dear to check for downtime, broken pages and links, expired certificates and Lighthouse SEO. Oh Dear can notify you for DNS record changes, domain renewals, scheduled cron jobs and application health. **Average Rating:** 4.7/5.0 **Total Reviews:** 33 **How Do G2 Users Rate Oh Dear?** - **Has the product been a good partner in doing business?:** 9.3/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 7.4/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.8/10 (Category avg: 8.9/10) - **AI Text Generation:** 4.9/10 (Category avg: 7.2/10) **Who Is the Company Behind Oh Dear?** - **Seller:** [Oh Dear](https://www.g2.com/sellers/oh-dear) - **Year Founded:** 2018 - **HQ Location:** Lier, BE - **LinkedIn® Page:** https://www.linkedin.com/company/oh-dear (3 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software - **Company Size:** 88% Small-Business, 6% Mid-Market #### What Are Oh Dear's Pros and Cons? **Pros:** - Easy Setup (17 reviews) - Time Saving (16 reviews) - Ease of Use (14 reviews) - Notifications (14 reviews) - Comprehensive Monitoring (13 reviews) **Cons:** - Expensive (5 reviews) - High Costs (4 reviews) - Limited Features (4 reviews) - Pricing Issues (4 reviews) - Confusion (2 reviews) ### What Do G2 Reviewers Say About Oh Dear? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **easy setup** of Oh Dear, allowing quick monitoring and user onboarding without hassle. - Users value the **time-saving features** of Oh Dear, enhancing efficiency and simplifying monitoring for all team members. - Users rave about the **ease of use** in Oh Dear, facilitating access for both technical and non-technical team members. - Users value the **flexible notification system** of Oh Dear, ensuring they stay updated on all website issues. - Users value the **comprehensive monitoring** capabilities of Oh Dear, making issue tracking and analysis effortless and effective. **Cons:** - Users find the pricing of Oh Dear to be **expensive** , making it challenging for freelancers with varying client needs. - Users find the **high costs** of Oh Dear challenging, especially when managing multiple client sites with limited budgets. - Users find Oh Dear has **limited features** , lacking advanced insights and missing some helpful functionalities for complex needs. - Users find the **pricing issues** challenging, especially freelancers needing flexible options for multiple sites. - Users find the **user interface confusing** at times, leading to difficulty in navigation and increased cognitive load. #### What Are Recent G2 Reviews of Oh Dear? **"[Simple, Affordable All-in-One Website Monitoring](https://www.g2.com/survey_responses/oh-dear-review-12995972)"** **Rating:** 4.5/5.0 stars *— Peter E.* [Read full review](https://www.g2.com/survey_responses/oh-dear-review-12995972) --- **"[Hassle-Free Monitoring for Login Page Uptime and Performance](https://www.g2.com/survey_responses/oh-dear-review-13064199)"** **Rating:** 4.5/5.0 stars *— Verified User in Information Technology and Services* [Read full review](https://www.g2.com/survey_responses/oh-dear-review-13064199) --- ### 16. [Rootly](https://www.g2.com/products/rootly/reviews) Rootly is the AI-native on-call and incident management platform that helps you resolve incidents faster, improve system resilience, and streamline on-call operations. It’s your always-on production AI copilot that automates root cause analysis and identifies patterns that drive continuous improvement—trusted by thousands of companies like LinkedIn, NVIDIA, Replit, Elastic, Canva, Clay, DoorDash, SoFi, and Superhuman. **Average Rating:** 4.8/5.0 **Total Reviews:** 73 **How Do G2 Users Rate Rootly?** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.4/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.4/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.0/10 (Category avg: 7.2/10) **Who Is the Company Behind Rootly?** - **Seller:** [Rootly](https://www.g2.com/sellers/rootly) - **Company Website:** https://www.rootly.com - **HQ Location:** San Francisco, US - **Twitter:** @rootlyhq (2,019 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/rootlyhq/ (74 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 55% Mid-Market, 24% Enterprise #### What Are Rootly's Pros and Cons? **Pros:** - Ease of Use (19 reviews) - Customer Support (14 reviews) - Slack Integration (14 reviews) - Automation (11 reviews) - Integrations (11 reviews) **Cons:** - Feature Issues (5 reviews) - Integration Issues (4 reviews) - Missing Features (4 reviews) - Complexity (3 reviews) - Limited Features (3 reviews) ### What Do G2 Reviewers Say About Rootly? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** with Rootly, seamlessly integrating into Slack and enhancing incident management effortlessly. - Users admire Rootly's **exceptional customer support** , noting the team's proactive assistance and seamless communication throughout the process. - Users praise the **Slack integration** of Rootly for enhancing real-time collaboration and minimizing context switching. - Users praise Rootly for its **seamless automation** which simplifies incident management and enhances team collaboration and efficiency. - Users love Rootly's **seamless integrations** , which simplify workflows and enhance collaboration with existing tools like Slack and Jira. **Cons:** - Users identify **feature issues** with Rootly, particularly in analytics, reporting, and custom forms that need improvement. - Users note **integration issues** with Rootly, as it lacks robust out-of-the-box options compared to competitors. - Users note the **missing features** in Rootly, particularly lacking out-of-the-box integrations and automation options. - Users find Rootly's **initial setup complexity** challenging, especially for smaller teams without DevOps expertise. - Users highlight **limited features** , like needing multiple channels per incident and complex workflows, which can hinder usability. #### What Are Recent G2 Reviews of Rootly? **"[Flexible, Scalable Incident Workflows with Phenomenal Support](https://www.g2.com/survey_responses/rootly-review-12982904)"** **Rating:** 5.0/5.0 stars *— Alex M.* [Read full review](https://www.g2.com/survey_responses/rootly-review-12982904) --- **"[Rootly Brings Clear, Structured Incident Management with Reliable On-Call Alerting](https://www.g2.com/survey_responses/rootly-review-13116368)"** **Rating:** 5.0/5.0 stars *— Vaclav H.* [Read full review](https://www.g2.com/survey_responses/rootly-review-13116368) --- #### What Are G2 Users Discussing About Rootly? - [What is Rootly - Manage Incidents on Slack used for?](https://www.g2.com/discussions/what-is-rootly-manage-incidents-on-slack-used-for) ### 17. [Mezmo](https://www.g2.com/products/mezmo/reviews) Mezmo built an AI SRE agent that helps SRE and platform teams manage production environments with greater context, control, and trust. It supports autonomous incident detection, investigates incidents, identifies likely root causes, generates post-mortems, and turns repeatable operations work into governed agentic workflows on-call teams can rely on. The agent runs on AURA, Mezmo’s open-source agent harness, and is grounded by Mezmo’s real-time telemetry pipeline. Together, they give the agent task-ready context from logs, metrics, and traces instead of raw data dumps. Mezmo keeps production AI inspectable and controlled. Teams can connect their own models, integrate existing tools through MCP, run workflows on their own infrastructure, and audit every plan, prompt, and tool call. Mezmo is built for SRE and platform teams that want to bring AI into production operations without giving up control, context, or trust. **Average Rating:** 4.6/5.0 **Total Reviews:** 213 **How Do G2 Users Rate Mezmo?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) **Who Is the Company Behind Mezmo?** - **Seller:** [Mezmo](https://www.g2.com/sellers/mezmo) - **Year Founded:** 2015 - **HQ Location:** San Jose, California - **Twitter:** @mezmodata (1,733 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/mezmo/ (61 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Software Engineer, CTO - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 64% Small-Business, 32% Mid-Market #### What Are Mezmo's Pros and Cons? **Pros:** - Ease of Use (5 reviews) - Log Management (5 reviews) - Monitoring (5 reviews) - Real-time Monitoring (5 reviews) - Efficiency Improvement (4 reviews) **Cons:** - UX Improvement (3 reviews) - Complex Setup (2 reviews) - Expensive (2 reviews) - Learning Difficulty (2 reviews) - Log Management (2 reviews) ### What Do G2 Reviewers Say About Mezmo? *AI-generated summary from verified user reviews* **Pros:** - Users enjoy the **ease of use** of Mezmo, highlighting its intuitive UI and efficient log analysis capabilities. - Users appreciate the **ease of log collection and analysis** with Mezmo, enhancing incident response efficiency significantly. - Users value the **real-time monitoring** capabilities of Mezmo, streamlining log management and incident response efficiency. - Users appreciate the **real-time monitoring** capabilities of Mezmo, enhancing incident response and simplifying log analysis. - Users commend Mezmo for its **efficiency improvement** , significantly enhancing productivity and simplifying log management across systems. **Cons:** - Users find the **UX improvement** necessary, as the website design complicates navigation and access to documentation. - Users note that the **complex setup** of Mezmo demands specialized skills and significant resources for effective implementation. - Users are concerned about the **high costs** of Mezmo, especially with rising prices based on log volume. - Users find the **learning difficulty** of Mezmo challenging at first, but recent improvements have aided in understanding. - Users find it frustrating that they cannot use **regular "log" level** and face limitations on log submission. #### What Are Recent G2 Reviews of Mezmo? **"[Mezmo has helped our security operations as far as speed, efficiency, and integrations available](https://www.g2.com/survey_responses/mezmo-review-11110311)"** **Rating:** 5.0/5.0 stars *— Verified User in Telecommunications* [Read full review](https://www.g2.com/survey_responses/mezmo-review-11110311) --- **"[Streamlined Log Management and Observability with Mezmo](https://www.g2.com/survey_responses/mezmo-review-11670560)"** **Rating:** 5.0/5.0 stars *— Nilansh B.* [Read full review](https://www.g2.com/survey_responses/mezmo-review-11670560) --- #### What Are G2 Users Discussing About Mezmo? - [What does LogDNA do?](https://www.g2.com/discussions/what-does-logdna-do) - [Is LogDNA open source?](https://www.g2.com/discussions/is-logdna-open-source) - 1 comment - [What is the use of log DNA?](https://www.g2.com/discussions/what-is-the-use-of-log-dna) - [How do you use LogDNA?](https://www.g2.com/discussions/how-do-you-use-logdna) - 1 comment ### 18. [OnPage](https://www.g2.com/products/onpage/reviews) OnPage offers a broad range of solutions, including Clinical Communication and Collaboration, On-Call Management, IT alerting, and Call Routing automation. The platform enables organizations to instantly deliver urgent notifications to the right on-call team through persistent, high-priority alerts that can override mute settings. With built-in on-call scheduling and escalation management, advanced routing such as round-robin alert distribution, secure messaging with high-priority alerting (paging), role-based and group messaging, incident reporting, mass notification, 200+ integrations, and real-time reporting capabilities, OnPage helps teams respond faster to critical IT, healthcare, and other business incidents with accountability and assurance. Incident responders across healthcare, IT, facilities, and other sectors are empowered to significantly improve their response times with an advanced, secure critical communication and collaboration platform. By unifying automation, secure messaging, alerting, collaboration, mass messaging, and real-time analytical insights, OnPage’s purpose-built platform supports complex workflows with unmatched precision and ensures that urgent notifications are never missed. For healthcare organizations, OnPage offers an all-encompassing, HIPAA-compliant clinical communication and collaboration platform designed to accelerate response times, improve coordination, promote interoperability, enhance patient outcomes, improve situational awareness, and reduce risks. For IT and incident response teams across different industries, OnPage provides an automated incident alerting and on-call management platform, streamlining incident response by delivering persistent, real-time alerts to the right on-call engineers, reducing mean time to resolution, boosting operational efficiency, and enabling mass notifications to keep the larger ecosystem informed during critical events. OnPage's solutions are widely adopted across various industries, including healthcare, IT and managed services, manufacturing, facilities, and field services. Founded in 2011, OnPage is certified as a Women’s Business Enterprise (WBE) by the Center for Women & Enterprise, a regional partner of the Women’s Business Enterprise National Council, and actively champions women-owned businesses to drive impactful change. To learn more and try OnPage for free, visit www.onpage.com. **Average Rating:** 4.3/5.0 **Total Reviews:** 306 **How Do G2 Users Rate OnPage?** - **Has the product been a good partner in doing business?:** 9.0/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.0/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.5/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.6/10 (Category avg: 7.2/10) **Who Is the Company Behind OnPage?** - **Seller:** [OnPage](https://www.g2.com/sellers/onpage) - **Company Website:** https://www.onpage.com/ - **Year Founded:** 1997 - **HQ Location:** Waltham, MA - **Twitter:** @On_Page (1,063 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/22552/ (35 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Physician, Owner - **Top Industries:** Hospital & Health Care, Information Technology and Services - **Company Size:** 53% Small-Business, 30% Mid-Market #### What Are OnPage's Pros and Cons? **Pros:** - Ease of Use (22 reviews) - Notifications (11 reviews) - Easy Setup (7 reviews) - Reliability (7 reviews) - Setup Ease (7 reviews) **Cons:** - Notification Issues (10 reviews) - Sound Issues (6 reviews) - Call Issues (4 reviews) - Not User-Friendly (4 reviews) - Delays (3 reviews) ### What Do G2 Reviewers Say About OnPage? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of OnPage, praising its intuitive navigation and quick setup for seamless communication. - Users appreciate the **24/7 notification system** of OnPage, ensuring they never miss emergency alerts even on DND. - Users appreciate the **easy setup** of OnPage, allowing for quick installation and smooth startup experiences. - Users highlight the **exceptional reliability** of OnPage, ensuring consistent connectivity even in challenging coverage areas. - Users highlight the **easy setup** of OnPage, allowing for a quick and straightforward installation process. **Cons:** - Users struggle with the **inability to modify alert tones** , making nighttime work challenging and notifications overwhelming. - Users find the **default notification sound disturbing** , often too loud, and difficult to change effectively. - Users report **call issues** with OnPage, highlighting difficulties in calling, lack of texting, and complex interfaces. - Users find OnPage's interface **not user-friendly** , citing difficulties in navigation and clarity during scheduling tasks. - Users experience **delays in receiving login codes** , impacting their ability to access OnPage efficiently. #### What Are Recent G2 Reviews of OnPage? **"[Reliable Service with Easy Navigation and Customizable Features](https://www.g2.com/survey_responses/onpage-review-12415383)"** **Rating:** 4.0/5.0 stars *— Kylie G.* [Read full review](https://www.g2.com/survey_responses/onpage-review-12415383) --- **"[OnPage Makes Critical Alerts Hard to Miss with Reliable Escalations](https://www.g2.com/survey_responses/onpage-review-12417551)"** **Rating:** 5.0/5.0 stars *— David M.* [Read full review](https://www.g2.com/survey_responses/onpage-review-12417551) --- #### What Are G2 Users Discussing About OnPage? - [What is OnPage used for?](https://www.g2.com/discussions/what-is-onpage-used-for) - 1 comment ### 19. [Serviceaide ChangeGear](https://www.g2.com/products/serviceaide-changegear/reviews) We help companies transform their service and support with AI-based technologies and automation to improve business processes, increase self-service and reduce costs. The goal is to provide value to both users and support organizations to reduce workload, improve quality of service and increase productivity. ChangeGear is a scalable and flexible ITSM solution with a virtual agent called Luma. ChangeGear is available in three tiers: Change Manager, Service Desk and Service Manager. ChangeGear is certified across 12 ITIL processes. **Average Rating:** 3.9/5.0 **Total Reviews:** 104 **How Do G2 Users Rate Serviceaide ChangeGear?** - **Has the product been a good partner in doing business?:** 8.4/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 7.9/10 (Category avg: 8.8/10) - **Constant Monitoring:** 7.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 6.4/10 (Category avg: 7.2/10) **Who Is the Company Behind Serviceaide ChangeGear?** - **Seller:** [Serviceaide](https://www.g2.com/sellers/serviceaide) - **Company Website:** https://www.serviceaide.com - **Year Founded:** 2016 - **HQ Location:** San Jose, California - **Twitter:** @ServiceAide (11 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/10676753/ (75 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Hospital & Health Care, Information Technology and Services - **Company Size:** 50% Mid-Market, 39% Enterprise #### What Are Serviceaide ChangeGear's Pros and Cons? **Pros:** - Incident Management (5 reviews) - Asset Management (4 reviews) - Collaboration (4 reviews) - Integrations (4 reviews) - Task Management (4 reviews) **Cons:** - Outdated Interface (4 reviews) - Slow Performance (4 reviews) - Missing Features (3 reviews) - Slow Loading (3 reviews) - Bugs (2 reviews) ### What Do G2 Reviewers Say About Serviceaide ChangeGear? *AI-generated summary from verified user reviews* **Pros:** - Users value the **effective management of incidents** in Serviceaide ChangeGear, enhancing team coordination and accountability. - Users value the **well-organized documentation and seamless integration** of ChangeGear, enhancing efficiency in change management processes. - Users value the **collaboration features** of Serviceaide ChangeGear, enhancing teamwork and reducing miscommunication during projects. - Users value the **seamless integration** of Serviceaide ChangeGear, enhancing efficiency and streamlining processes within their workflows. - Users value the **robust task management** features of Serviceaide ChangeGear, enhancing accountability and streamlining change processes effectively. **Cons:** - Users find the **outdated interface** of ChangeGear cumbersome, hindering efficiency and navigation with large datasets. - Users experience **slow performance** with Serviceaide ChangeGear, causing frustrations during urgent tasks and hindering efficiency. - Users often face **missing features** in ChangeGear, particularly with reporting tools and inflexible approval processes. - Users experience **slow loading** issues that hinder productivity, especially during urgent tasks and audits, causing frustration. - Users face challenges with **outdated interfaces and rigidity** in ChangeGear, hindering flexibility and efficiency during use. #### What Are Recent G2 Reviews of Serviceaide ChangeGear? **"[Our team's morale has improved since we started using Serviceaide ChangeGear](https://www.g2.com/survey_responses/serviceaide-changegear-review-11047214)"** **Rating:** 4.5/5.0 stars *— Megan P.* [Read full review](https://www.g2.com/survey_responses/serviceaide-changegear-review-11047214) --- **"[No more guessing who’s doing what](https://www.g2.com/survey_responses/serviceaide-changegear-review-11060371)"** **Rating:** 4.0/5.0 stars *— Vinicio B.* [Read full review](https://www.g2.com/survey_responses/serviceaide-changegear-review-11060371) --- #### What Are G2 Users Discussing About Serviceaide ChangeGear? - [What are the benefits and challenges of using Serviceaide ChangeGear for change management?](https://www.g2.com/discussions/what-are-the-benefits-and-challenges-of-using-serviceaide-changegear-for-change-management) - [What is Serviceaide ChangeGear used for?](https://www.g2.com/discussions/what-is-serviceaide-changegear-used-for) ### 20. [Xurrent ITSM](https://www.g2.com/products/xurrent-itsm/reviews) Xurrent is an AI-powered service and operations management platform that unifies ITSM, IT operations, and incident management on a single system of record. With an always-on AI fabric and deep automation, Xurrent helps teams eliminate silos, reduce MTTR, and keep the business running smoothly. **Average Rating:** 4.6/5.0 **Total Reviews:** 83 **How Do G2 Users Rate Xurrent ITSM?** - **Has the product been a good partner in doing business?:** 9.2/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 7.1/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.7/10 (Category avg: 7.2/10) **Who Is the Company Behind Xurrent ITSM?** - **Seller:** [Xurrent](https://www.g2.com/sellers/xurrent) - **Company Website:** https://www.xurrent.com/ - **Year Founded:** 2010 - **HQ Location:** Santa Barbara, US - **Twitter:** @4me (250 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/xurrent/ (174 employees on LinkedIn®) **Who Uses This Product?** - **Top Industries:** Information Technology and Services, Insurance - **Company Size:** 51% Enterprise, 30% Mid-Market #### What Are Xurrent ITSM's Pros and Cons? **Pros:** - Ease of Use (5 reviews) - Service Management (5 reviews) - Collaboration (3 reviews) - Features (3 reviews) - Intuitive (3 reviews) **Cons:** - Limited Features (3 reviews) - Missing Features (3 reviews) - Outdated Interface (3 reviews) - Learning Curve (2 reviews) - Bugs (1 reviews) ### What Do G2 Reviewers Say About Xurrent ITSM? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of Xurrent ITSM, benefiting from a seamless and intuitive interface. - Users commend Xurrent ITSM for its **effective service delivery and scalability** , driving efficiencies across various departments. - Users value the **collaborative features** of Xurrent, enhancing service delivery and support through seamless integration and communication. - Users value the **intuitive user interface and seamless integration** of Xurrent ITSM, enhancing their overall experience and efficiency. - Users commend the **intuitive user interface** of Xurrent ITSM, enhancing incident management and service requests effortlessly. **Cons:** - Users express frustration over **limited features** in Xurrent ITSM, wishing for more advanced capabilities and improved documentation. - Users find Xurrent ITSM lacks **dynamic API lookups** and advanced features, making data management and reporting cumbersome. - Users find the **outdated interface** of Xurrent adds a dated feel, but improvements are on the way. - Users find the **steep learning curve** with Xurrent ITSM challenging, requiring time to adapt to its updates and features. - Users are frustrated by the **frequent bugs** in Xurrent ITSM, making it difficult to keep up with updates. #### What Are Recent G2 Reviews of Xurrent ITSM? **"[Diamond in a rough](https://www.g2.com/survey_responses/xurrent-itsm-review-11661901)"** **Rating:** 5.0/5.0 stars *— George E.* [Read full review](https://www.g2.com/survey_responses/xurrent-itsm-review-11661901) --- **"[Practical intuitive ITSM with continuous improvements](https://www.g2.com/survey_responses/xurrent-itsm-review-11662894)"** **Rating:** 5.0/5.0 stars *— Nils L.* [Read full review](https://www.g2.com/survey_responses/xurrent-itsm-review-11662894) --- #### What Are G2 Users Discussing About Xurrent ITSM? - [What is 4me used for?](https://www.g2.com/discussions/what-is-4me-used-for) ### 21. [SolarWinds IT Incident Response (Squadcast)](https://www.g2.com/products/solarwinds-it-incident-response-squadcast/reviews) SolarWinds® Incident Response (formerly Squadcast) is a premier unified incident management platform engineered to help modern enterprises automate response workflows, minimize downtime, and maximize engineering efficiency. Built on a robust Reliability Automation Platform, our solution seamlessly integrates on-call scheduling and incident response into a single, high-visibility interface. In today’s complex hybrid and multi-cloud environments, observability alone isn’t enough. SolarWinds Incident Response bridges the gap between detection and resolution. By unifying alerts from over 200 third-party tools, our platform uses AI-powered correlation and intelligent deduplication to eliminate alert fatigue. For DevOps, SRE, and IT teams, this means a massive reduction in "noise," allowing them to focus on critical system health rather than chasing false positives. Key Benefits for High-Performing Teams include: Accelerated Remediation: Drive significant operational improvements, with customers reporting up to a 68% reduction in Mean Time to Remediation (MTTR) and a 93% improvement in Mean Time to Acknowledge (MTTA). Intelligent On-Call Management: Automate complex scheduling and escalation paths. Ensure the right subject matter expert is reached instantly via Slack, Microsoft Teams, SMS, or mobile app notifications. Proactive SRE Workflows: Move beyond reactive firefighting. Use standardized runbooks, automated post-mortems, and SLO tracking to adopt Site Reliability Engineering (SRE) best practices effortlessly. Real-Time Collaboration: Empower cross-functional "incident swarming" with integrated communication tools and shared visibility, ensuring stakeholders are kept informed through automated status pages. Our mission is to provide the most user-friendly incident management solution on the market. By combining deep observability insights with proactive automation, we empower companies to strengthen system reliability and deliver seamless digital experiences. Whether you are managing on-premises infrastructure or scaling in the cloud, SolarWinds Incident Response provides the structured approach needed to maintain operational resilience. Transform your incident lifecycle from a manual burden into a streamlined, automated engine for continuous improvement. **Average Rating:** 4.4/5.0 **Total Reviews:** 307 **How Do G2 Users Rate SolarWinds IT Incident Response (Squadcast)?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.3/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.8/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.4/10 (Category avg: 7.2/10) **Who Is the Company Behind SolarWinds IT Incident Response (Squadcast)?** - **Seller:** [SolarWinds Worldwide LLC](https://www.g2.com/sellers/solarwinds-worldwide-llc) - **Year Founded:** 1999 - **HQ Location:** Austin, TX - **Twitter:** @solarwinds (19,570 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/166039/ (2,824 employees on LinkedIn®) - **Ownership:** NYSE: SWI **Who Uses This Product?** - **Who Uses This:** DevOps Engineer, Software Engineer - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 50% Mid-Market, 41% Small-Business #### What Are SolarWinds IT Incident Response (Squadcast)'s Pros and Cons? **Pros:** - Alert Management (50 reviews) - Ease of Use (47 reviews) - Incident Management (29 reviews) - Integrations (27 reviews) - Features (22 reviews) **Cons:** - Notification Issues (28 reviews) - Alert Overload (20 reviews) - Missing Features (11 reviews) - Feature Issues (9 reviews) - Scheduling Issues (9 reviews) ### What Do G2 Reviewers Say About SolarWinds IT Incident Response (Squadcast)? *AI-generated summary from verified user reviews* **Pros:** - Users value the **real-time alerting and scheduling** features of Squadcast, enhancing their incident management experience. - Users appreciate the **simple and user-friendly interface** of SolarWinds IT Incident Response, making it easy to set up and use. - Users find Squadcast's **intuitive navigation and robust automation** streamline incident management and improve team efficiency. - Users value the **wide range of integrations** in SolarWinds IT Incident Response, enhancing centralized incident management across tools. - Users value the **feature-richness** of SolarWinds IT Incident Response, particularly its real-time alerts and reporting capabilities. **Cons:** - Users face **notification issues** with Squadcast, including alert flooding and difficulties in managing notifications effectively. - Users struggle with **alert overload** in Squadcast if configurations are not set up properly, leading to fatigue. - Users find the **missing features** frustrating, with inadequate alerting options and subpar filter functionality affecting usability. - Users report **feature issues** with complex UI and difficulty in performing batch actions for incidents in Squadcast. - Users face **scheduling issues** that complicate management tasks and hinder overall user experience with the app. #### What Are Recent G2 Reviews of SolarWinds IT Incident Response (Squadcast)? **"[Effortless Implementation and Feature-Rich Integration](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-11994972)"** **Rating:** 4.0/5.0 stars *— Chinthaka J.* [Read full review](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-11994972) --- **"[Powerful On-Call Scheduling, Smart Alert Routing, and Seamless Monitoring Integrations](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-12238798)"** **Rating:** 5.0/5.0 stars *— Manan M.* [Read full review](https://www.g2.com/survey_responses/solarwinds-it-incident-response-squadcast-review-12238798) --- #### What Are G2 Users Discussing About SolarWinds IT Incident Response (Squadcast)? - [Can you edit on SquadCast?](https://www.g2.com/discussions/can-you-edit-on-squadcast) - [How much does SquadCast cost?](https://www.g2.com/discussions/how-much-does-squadcast-cost) - 1 comment - [How do you use SquadCast?](https://www.g2.com/discussions/how-do-you-use-squadcast) - [What is SquadCast?](https://www.g2.com/discussions/squadcast-what-is-squadcast) - 2 comments ### 22. [Opsgenie](https://www.g2.com/products/opsgenie/reviews) Opsgenie is a modern incident management solution for operating always-on services. Trusted thousands of customers worldwide, Opsgenie provides solutions for alerting and on-call management. We enable companies to effectively respond to their IT/DevOps issues. Opsgenie empowers teams to develop incident response plans, collaborate and coordinate the response actions and analyze response effectiveness. Learn why Opsgenie is the fastest growing alert routing and incident management solution on the market, www.opsgenie.com **Average Rating:** 4.2/5.0 **Total Reviews:** 54 **How Do G2 Users Rate Opsgenie?** - **Has the product been a good partner in doing business?:** 8.6/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.3/10 (Category avg: 8.9/10) - **AI Text Generation:** 7.3/10 (Category avg: 7.2/10) **Who Is the Company Behind Opsgenie?** - **Seller:** [Atlassian](https://www.g2.com/sellers/atlassian) - **Year Founded:** 2002 - **HQ Location:** Sydney and San Francisco - **Twitter:** @Atlassian (106,496 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/atlassian (21,081 employees on LinkedIn®) - **Ownership:** NASDAQ:TEAM **Who Uses This Product?** - **Top Industries:** Computer Software, Information Technology and Services - **Company Size:** 56% Mid-Market, 28% Small-Business #### What Are Opsgenie's Pros and Cons? **Pros:** - Alerting System (1 reviews) - Alert Management (1 reviews) - Automation (1 reviews) - Ease of Use (1 reviews) - Easy Integrations (1 reviews) **Cons:** - Learning Curve (1 reviews) - Steep Learning Curve (1 reviews) ### What Do G2 Reviewers Say About Opsgenie? *AI-generated summary from verified user reviews* **Pros:** - Users value the **extensive integrations** of Opsgenie for seamless alert management and customizable tagging options. - Users value the **flexible alert integration** in Opsgenie, enhancing identification and management of notifications effectively. - Users value the **integration capabilities** of Opsgenie, allowing seamless alerts and efficient tagging for better organization. - Users find Opsgenie’s **ease of use** invaluable for managing on-call schedules and providing reliable off-hours support. - Users value the **easy integrations** with multiple tools, enhancing alert management and organization in Opsgenie. **Cons:** - Users report a challenging **learning curve** due to changes in item locations with the new Jira Service Management integration. - Users experience a **steep learning curve** due to frequent changes and updates in the Opsgenie interface. #### What Are Recent G2 Reviews of Opsgenie? **"[Opsgenie: Intuitive UI, Powerful Integrations, and Reliable Incident Management](https://www.g2.com/survey_responses/opsgenie-review-12640249)"** **Rating:** 5.0/5.0 stars *— Vivek V.* [Read full review](https://www.g2.com/survey_responses/opsgenie-review-12640249) --- **"[Excellent Incident Management That Helps Multiple Teams at Once](https://www.g2.com/survey_responses/opsgenie-review-13091899)"** **Rating:** 4.0/5.0 stars *— Verified User in Information Technology and Services* [Read full review](https://www.g2.com/survey_responses/opsgenie-review-13091899) --- #### What Are G2 Users Discussing About Opsgenie? - [Who uses OpsGenie?](https://www.g2.com/discussions/who-uses-opsgenie) - [How much does OpsGenie cost?](https://www.g2.com/discussions/how-much-does-opsgenie-cost) - [Is OpsGenie part of Jira?](https://www.g2.com/discussions/is-opsgenie-part-of-jira) - [What can OpsGenie do?](https://www.g2.com/discussions/what-can-opsgenie-do) ### 23. [AlertOps](https://www.g2.com/products/alertops/reviews) AlertOps is software that enables an organization to take control of incidents and automate actions that reduce cost, protect revenue and improve the customer experience. AlertOps is a SaaS-based, Alerting & Real-Time Platform that helps ITOps, DevOps, SecOps, HybridOps, BusinessOps, IndustrialOps and Support teams respond to business-critical incidents better and faster.   With AlertOps you get: ✓ Total Flexibility, no compromises. ✓ End-to-end Workflow Automation. ✓ Full Stack Incident Visibility ✓ Expert Guidance, on-demand. Visit us at: alertops.com and schedule a personalized demo. We will be happy to discuss your use case and show you why, many of the world’s largest companies leverage AlertOps to respond more rapidly, outmaneuver their competitors and win when moments matter. **Average Rating:** 4.7/5.0 **Total Reviews:** 152 **How Do G2 Users Rate AlertOps?** - **Has the product been a good partner in doing business?:** 9.6/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 8.5/10 (Category avg: 8.8/10) - **Constant Monitoring:** 9.2/10 (Category avg: 8.9/10) - **AI Text Generation:** 9.2/10 (Category avg: 7.2/10) **Who Is the Company Behind AlertOps?** - **Seller:** [AlertOps](https://www.g2.com/sellers/alertops) - **Year Founded:** 2019 - **HQ Location:** Bloomingdale, IL - **Twitter:** @AlertOps (1,348 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/5396593/ (58 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Systems Engineer, Service Manager - **Top Industries:** Information Technology and Services, Computer & Network Security - **Company Size:** 72% Small-Business, 21% Mid-Market #### What Are AlertOps's Pros and Cons? **Pros:** - Alert Management (6 reviews) - Customer Support (6 reviews) - Team Collaboration (6 reviews) - Alerting System (5 reviews) - Customer Satisfaction (5 reviews) **Cons:** - Scheduling Issues (3 reviews) - Complexity (1 reviews) - Complex UI (1 reviews) - Delays (1 reviews) - Distracting Design (1 reviews) ### What Do G2 Reviewers Say About AlertOps? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **effective alert management** of AlertOps, praising its reliability and excellent support during setup. - Users praise AlertOps for its **responsive customer support** and excellent knowledge base, enhancing overall satisfaction and experience. - Users value the **excellent team collaboration** in AlertOps, enhancing workflow efficiency and system integration. - Users praise the **exceptional alerting capabilities** of AlertOps, enjoying high efficiency and excellent support throughout implementation. - Users praise the **exceptional customer support** and efficient deployment experience with AlertOps, enhancing overall satisfaction. **Cons:** - Users find **scheduling issues** with AlertOps challenging, requiring extra steps for specific needs and updates. - Users find the **interface complex** , which can hinder ease of navigation and overall user experience. - Users find the **complex UI** challenging due to limitations and non-intuitive functionality, despite good support and documentation. - Users experience occasional **delays** in the webcal feed to Outlook Calendar, affecting integration performance. - Users find the interface **distracting and clunky** , suggesting it requires improvement for better usability. #### What Are Recent G2 Reviews of AlertOps? **"[AlertOps Helped Us Fully Automate our On-Call Rotation](https://www.g2.com/survey_responses/alertops-review-13132364)"** **Rating:** 5.0/5.0 stars *— Carl S.* [Read full review](https://www.g2.com/survey_responses/alertops-review-13132364) --- **"[Streamlined Alert Management with AlertOps](https://www.g2.com/survey_responses/alertops-review-13096720)"** **Rating:** 4.5/5.0 stars *— Jeffrey M.* [Read full review](https://www.g2.com/survey_responses/alertops-review-13096720) --- #### What Are G2 Users Discussing About AlertOps? - [What do you recommend for maximizing the efficiency of AlertOps in incident management?](https://www.g2.com/discussions/what-do-you-recommend-for-maximizing-the-efficiency-of-alertops-in-incident-management) - [How do you use Alertops?](https://www.g2.com/discussions/how-do-you-use-alertops) - [What are the features of Alertops?](https://www.g2.com/discussions/what-are-the-features-of-alertops) - 1 comment - [What is the use of xMatters?](https://www.g2.com/discussions/what-is-the-use-of-xmatters) - [What does AlertOps do?](https://www.g2.com/discussions/what-does-alertops-do) - 1 comment ### 24. [incident.io](https://www.g2.com/products/incident-io/reviews) 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 thousands of incidents, from small bugs to SEV-1’s, incident.io eliminates anxiety, uncertainty, and chaos experienced by responders during an incident. With an elegantly-designed interface, streamlined and transparent communication channels via Slack, and powerful workflows that bring automation and flexibility to your response process, incident.io minimizes communication silos and helps eliminate manual processes. With incident.io, you can focus on improving your product’s reliability and reducing downtime. With over a dozen integrations with popular tools like PagerDuty, Jira, and Backstage, incident.io ensures seamless connectivity throughout the incident response process. Trusted by industry-leading companies, including Etsy, monday.com, and Skyscanner, incident.io empowers faster incident resolution and cultivates shared understanding of roles and responsibilities among your team members. End-to-end incident management from the first alert to the final follow-up, with On-call, incident response, and status pages in one powerful incident management platform. Leveraging powerful dashboards that provide deep insights, engineering teams can learn from past incidents and apply cumulative knowledge to build more resilient products. With an intuitive interface that can be used by everyone — from the SRE, to the CS rep, to the CEO — and a seamless user experience, incident.io meaningfully improves your incident management process so that you can spend less time responding to incidents and more time fostering customer trust. **Average Rating:** 4.8/5.0 **Total Reviews:** 208 **How Do G2 Users Rate incident.io?** - **Has the product been a good partner in doing business?:** 9.7/10 (Category avg: 9.1/10) - **Lifecycle Visualization:** 9.3/10 (Category avg: 8.8/10) - **Constant Monitoring:** 8.8/10 (Category avg: 8.9/10) - **AI Text Generation:** 8.2/10 (Category avg: 7.2/10) **Who Is the Company Behind incident.io?** - **Seller:** [incident.io](https://www.g2.com/sellers/incident-io) - **Company Website:** https://incident.io - **Year Founded:** 2021 - **HQ Location:** New York, US - **Twitter:** @incident_io (3,684 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/incident-io/ (199 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Site Reliability Engineer, Senior Software Engineer - **Top Industries:** Financial Services, Computer Software - **Company Size:** 64% Mid-Market, 22% Enterprise #### What Are incident.io's Pros and Cons? **Pros:** - Ease of Use (55 reviews) - Slack Integration (45 reviews) - Customer Support (41 reviews) - Integrations (29 reviews) - Customer Satisfaction (25 reviews) **Cons:** - Missing Features (11 reviews) - Integration Issues (9 reviews) - Limited Customization (8 reviews) - Limited Features (8 reviews) - Feature Issues (7 reviews) ### What Do G2 Reviewers Say About incident.io? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **ease of use** of incident.io, which streamlines incident management and enhances overall workflow efficiency. - Users value the **powerful Slack integration** for its efficiency in managing real-time incident responses and communication. - Users praise the **helpful and responsive customer support** of incident.io, making their onboarding seamless and enjoyable. - Users love the **seamless integrations** of incident.io, enhancing incident management and collaboration through various platforms. - Users appreciate the **excellent customer satisfaction** with incident.io's seamless UX and responsive support throughout the process. **Cons:** - Users note the **lack of robust reporting features** for enterprise needs, limiting effective analytics and customizations. - Users note **integration issues** with incident.io, finding it lacks depth and requires manual steps for effectiveness. - Users express frustration over **limited customization** options, particularly for notifications and reporting features in incident.io. - Users express frustration over **limited features** , wishing for enhanced customization and more robust functionality in incident.io. - Users note several **feature issues** with the public API and catalog creation, impacting integration and usability. #### What Are Recent G2 Reviews of incident.io? **"[Boosted Incident Response with Better Slack Swarming and Clearer Bridge Comms](https://www.g2.com/survey_responses/incident-io-review-13130227)"** **Rating:** 4.0/5.0 stars *— Jason F.* [Read full review](https://www.g2.com/survey_responses/incident-io-review-13130227) --- **"[Massive Time Savings with AI Scribe and Deep Slack Integration](https://www.g2.com/survey_responses/incident-io-review-13119652)"** **Rating:** 5.0/5.0 stars *— Gavin W.* [Read full review](https://www.g2.com/survey_responses/incident-io-review-13119652) --- #### What Are G2 Users Discussing About incident.io? - [What do you like most about incident.io for incident management, and what could be improved?](https://www.g2.com/discussions/what-do-you-like-most-about-incident-io-for-incident-management-and-what-could-be-improved) - 1 comment - [What is incident.io used for?](https://www.g2.com/discussions/what-is-incident-io-used-for) - 1 comment ### 25. [Hexnode UEM](https://www.g2.com/products/hexnode-uem/reviews) Hexnode is a comprehensive unified endpoint management tool used by IT professionals to deploy and secure corporate devices. It enables businesses to handle mobility concerns by providing a simple, effective way to view and control devices from a single administrative platform. Hexnode ensures a total separation of corporate and personal data on devices, ensuring the security of the data and the privacy of employees. Supported Operating Systems - Android, Fire OS, iOS, macOS, Linux, ChromeOS, visionOS, tvOS, Windows. Integrations: -Android Enterprise -Apple Business Manager (ABM) -Apple School Manager (ASM) -Azure AD Integration -G Suite (now Google Workspace) -Freshservice -LG, Kyocera and Samsun Knox Enterprise Solution -Microsoft AD -Okta -SCCM -Zendesk Here're the best features of Hexnode UEM: -Android Enterprise program. -Apple Business Manager and Apple School Manager Integrations. -Automated device management. -Web Content Filtering. -BYOD Deployment. -WPCO - Enrollment for Android -Bypass Activation Lock on Apple devices. -Co-managing Windows devices. -Enrollment Profiles for Android, iOS and Windows -Compliance management across the entire device fleet. -Custom Roles for technicians. -Digital Signage -Custom Reports -Different Device Encryption and Security Strategies. -Over-the-air deployment of endpoints using Samsung's Knox Mobile -Enrollment and Google's Zero Touch Enrollment. -Enable Account and Network Configuration. -Enroll using Apple Configurator and other quick enrollment options. -Enterprise application installation using IPA, APK, XAPK, MSI, DMG or PKG files for different platforms. -AI based Scripting with the help of Hexnode Genie. -Automate routine device management tasks with Deployments -Hexnode browser to enable multi-tabbed browsing on mobile devices. -Kiosk mode with a wide range of functionalities. -Unattended Remote Access -Account driven enrollment for Apple devices -Patch management. -Manage any number of devices within a single centralized console. -Monitor and track everything from an intuitive dashboard. -Out-of-the-box devices management. -Out-of-bound product management with REST-based API. -Precisely document security and compliance through a wide array of reports. -Provision, deploy and manage mobile applications. -Remotely set up device configurations on the user devices. -Remote view and control help admins troubleshoot the devices remotely. -ROM Enrollment for Android. -Seamless User Provision. -Selectively restrict device functionalities. -Incidents tab -Compliance policy -LAPS for Windows Security -Self Service device management for macOS and Windows -ChromeOS Managed Guest Sessions -Okta Device Trust -Conditional Access using Entra ID -Android SCEP Solutions we offer: -Unified Endpoint Management -Application Management -Bring Your Own Device -Cross-Platform Support -Enterprise Mobility Management -Identity and Access Management -IoT Device Management -Mobile Device Management -Mobile Application Management -Mobile Content Management -Mobile Expense Management -Mobile Security Management -Mobile Threat Defense -Kiosk Software -Remote Monitoring and Management -Rugged Device Management -Patch Management Trusted by SMBs to Fortune 100 Companies around the world. Check out these case studies: AudiçãoActiva - https://www.hexnode.com/mobile-device-management/mdm-case-study-audicaoactiva/ Andalusia Hospitals - https://www.hexnode.com/mobile-device-management/mdm-case-study-andalusia-hospitals/ Choyce - https://www.hexnode.com/mobile-device-management/mdm-case-study-choyce/ Condé Nast - https://www.hexnode.com/mobile-device-management/mdm-case-study-conde-nast/ DigitalMint - https://www.hexnode.com/mobile-device-management/mdm-case-study-digitalmint/ DKT Philippines - https://www.hexnode.com/mobile-device-management/mdm-case-study-dkt-international/ Hartley ISD - https://www.hexnode.com/mobile-device-management/mdm-case-study-hartley-isd/ Ur & Penn - https://www.hexnode.com/mobile-device-management/mdm-case-study-ur-penn/ Western Airways - https://www.hexnode.com/mobile-device-management/mdm-case-study-western-airways/ **Average Rating:** 4.5/5.0 **Total Reviews:** 251 **How Do G2 Users Rate Hexnode UEM?** - **Has the product been a good partner in doing business?:** 9.1/10 (Category avg: 9.1/10) **Who Is the Company Behind Hexnode UEM?** - **Seller:** [Mitsogo Inc.](https://www.g2.com/sellers/mitsogo-inc) - **Company Website:** https://www.mitsogo.com/ - **Year Founded:** 2013 - **HQ Location:** San Francisco, CA - **Twitter:** @thehexnode (17,615 Twitter followers) - **LinkedIn® Page:** https://www.linkedin.com/company/4823816/ (497 employees on LinkedIn®) **Who Uses This Product?** - **Who Uses This:** Business Analyst, IT Manager - **Top Industries:** Information Technology and Services, Computer Software - **Company Size:** 53% Mid-Market, 36% Small-Business #### What Are Hexnode UEM's Pros and Cons? **Pros:** - Features (29 reviews) - Device Management (24 reviews) - Ease of Use (22 reviews) - Customer Support (17 reviews) - App Management (11 reviews) **Cons:** - Missing Features (12 reviews) - Device Management (9 reviews) - Limited Features (9 reviews) - Expensive (8 reviews) - Lacking Features (8 reviews) ### What Do G2 Reviewers Say About Hexnode UEM? *AI-generated summary from verified user reviews* **Pros:** - Users appreciate the **intuitive interface** of Hexnode UEM, enhancing their ability to manage and configure features effortlessly. - Users appreciate the **cross-platform device management** of Hexnode UEM, simplifying setup and profile management for everyone. - Users appreciate the **ease of use** of Hexnode UEM, praising its simplicity and responsive 24/7 support. - Users appreciate the **stellar customer support** of Hexnode UEM, which provides excellent assistance when needed. - Users value the **easy app management** features of Hexnode UEM, enhancing control and navigation for administrators. **Cons:** - Users find the **missing features** in Hexnode UEM frustrating, particularly for user management and Kiosk mode functionality. - Users are frustrated with the **cumbersome MFA process** for bulk device removal, leading to time waste and inbox clutter. - Users are disappointed that Hexnode UEM has **limited features** , particularly for end-user management and Windows support. - Users find the **pricing to be quite expensive** , especially for smaller teams seeking flexibility in plans. - Users are frustrated by the **lack of advanced features** , which limits customization and insights in Hexnode UEM. #### What Are Recent G2 Reviews of Hexnode UEM? **"[Easy, Discreet Device Management with Great Value for Charities](https://www.g2.com/survey_responses/hexnode-uem-review-12981023)"** **Rating:** 5.0/5.0 stars *— James F.* [Read full review](https://www.g2.com/survey_responses/hexnode-uem-review-12981023) --- **"[Clean, Intuitive Device Management That Just Works](https://www.g2.com/survey_responses/hexnode-uem-review-12917877)"** **Rating:** 5.0/5.0 stars *— Armand S.* [Read full review](https://www.g2.com/survey_responses/hexnode-uem-review-12917877) --- #### What Are G2 Users Discussing About Hexnode UEM? - [What is Hexnode UEM used for?](https://www.g2.com/discussions/what-is-hexnode-uem-used-for) - 1 comment - [What is the best MDM solution?](https://www.g2.com/discussions/what-is-the-best-mdm-solution) - [What does MDM software do?](https://www.g2.com/discussions/what-does-mdm-software-do) - [How do you use Hexnode MDM?](https://www.g2.com/discussions/how-do-you-use-hexnode-mdm) - 1 comment - [What is Hexnode MDM?](https://www.g2.com/discussions/what-is-hexnode-mdm) ## What Is Incident Management Software? [IT Management Software](https://www.g2.com/categories/it-management) ## What Software Categories Are Similar to Incident Management Software? - [Service Desk Software](https://www.g2.com/categories/service-desk) - [Enterprise IT Management Software](https://www.g2.com/categories/enterprise-it-management) - [IT Alerting Software](https://www.g2.com/categories/it-alerting) - [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) - [Cloud Infrastructure Monitoring Software](https://www.g2.com/categories/cloud-infrastructure-monitoring) - [AIOps Tools](https://www.g2.com/categories/aiops-platforms) - [ AI SRE Tools Software](https://www.g2.com/categories/ai-sre-tools) --- ## How Do You Choose the Right Incident Management Software? ### What You Should Know About Incident Management Software ### What is Incident Management Software? Incident management software helps businesses preserve the uptime of their digital assets. IT teams use incident management systems to alert them to major problems or downtime, generate reports surrounding the outage or issue, and guide a plan of action in addressing the problem. These service management functionalities can be especially beneficial in situations where companies have numerous assets to monitor at once or a few mission-critical assets to monitor in real time. Regardless of which scenarios, IT service management automation is the key to fast incident response time. This type of software automatically assigns the tasks to the appropriate teams, provides insights into the cases, and generates actionable reports to optimize the IT incidents handling process. For example, a good incident management system will determine if a case should alert the [DevOps](https://www.g2.com/categories/devops) team or the [IT service management (ITSM)](https://www.g2.com/categories/it-service-management-itsm-tools) teams based on the type of the problem or prioritization.  Incident management solutions ensure critical IT infrastructures have as much uptime as possible. Once an incident is spotted by monitoring software or an end-user report, the tool automates [notifications](https://www.g2.com/categories/incident-management/f/notifications) to all relevant team members or personnel via email, text, call, or communication software. By notifying the exact people or teams needed to address an issue and preparing an immediate report of the issue, incident management software helps the IT teams find root causes and deal with them quickly. The most reliable incident management software for IT teams and system administrators typically combines fast alert delivery, on-call rotation management, and integration with existing monitoring and collaboration tools into a single platform that runs without interruption during critical incidents. Based on G2 reviews, IT operations and SRE teams evaluate incident management software by comparing MTTR reduction, on-call scheduling flexibility, and how cleanly the platform integrates with existing monitoring, ticketing, and chat tools. ### What are the Common Features of Incident Management Software? The following are some core features within incident management tools that can help users maintain their IT system’s uptime: **Self-service portal:** Before a ticket is submitted, incident management software should provide a knowledge base to answer common problems of employees. This saves the ITSM team time and streamlines repetitive problems. [**Incident assignment**](https://www.g2.com/categories/incident-management/f/ticket-assignment) **:** Designate the reported incident to the right team according to the types of problems. Without this feature, the IT team will need to identify the type of the problems first, which slows down the SLA time.  **ITIL management:** Most incident management software will come with an ITIL, which is a library of volumes describing a framework of best practices for delivering IT services. The software can guide the IT team to follow this framework in their ITSM operation. **Immediate alerting:** With incident management systems, users can mail, text, call, or integrate with team communication software to notify all relevant personnel, notifying them of an issue’s occurrence and any pertinent details surrounding it. **Incident tracking:** The software helps set different SLA policies to track deadlines based on elapsed time and types of problems. This can be further [customized by priority](https://www.g2.com/categories/incident-management/f/ticket-prioritization) so that the ITSM team can allocate appropriate time for every incident. The software should also automatically notify the support team of unsolved incidents before their SLA breaches. [**Standardized workflow**](https://www.g2.com/categories/incident-management/f/standardization) **:** Note what failed and potential troubleshooting steps towards service restoration. Some incident management solutions integrate with monitoring and log analytics software to suggest the root cause of the issue. **Mobile app** : Some incident management software offer a mobile app so that cases can be reported and handled on mobile devices. **Reports and analytics:** Incident reports detail how on-call workloads are distributed and handled. Some software also have customer satisfaction reports to better understand customer feedback and improve service quality. This is necessary to optimize the ITSM team’s work to prepare for future cases.  Based on G2 reviews, the best incident management software for MTTR automation lets IT engineering teams reduce mean time to acknowledge and mean time to resolve through automated alert routing, on-call scheduling, and pre-built response workflows that page the right responder without manual triage. Reviewers describe the best incident management tools for on-call scheduling and alert routing as those that combine flexible rotation policies, intelligent escalation paths, and direct integration with Slack, Jira, and major monitoring tools, so on-call engineers spend less time managing communication and more time fixing the actual problem. SRE and DevOps teams point to automated response chains and incident timelines built in the background as the features that separate platforms they actively use during outages from ones that add operational overhead. Other features of incident management software: [Ticket Creation](https://www.g2.com/categories/incident-management/f/ticket-creation), [Ticket Designation](https://www.g2.com/categories/incident-management/f/ticket-designation). ### What are the Benefits of Incident Management Software? Incident management tools can have a variety of benefits, here are a few: **Save costs:** Downtime can quickly cost businesses money and clients (both potential and current). Incident management solutions help businesses get back to a full capacity more quickly, minimizing losses from downtime. While incident management tools cost money, a manual incident resolution will decrease customer satisfaction and hurt revenue generation in the long run. For example, without the alerting feature from the incident reporting capability, the help desk could miss a case buried in emails and breach SLA.  **Increase productivity:** The IT team can follow the ITIL protocols to handle the problem in the best practices. They can also collaborate with other teams depending on the type of the problems. This takes the guesswork out of the ITSM process by knowing what to do and who to work with.  **Unify visibility:** Both incident reporters and IT managers gain significant visibility to the ITSM process. The incident reporters can track what’s happening to their tickets and when they will be solved. This will keep the end users informed and happy. For IT managers, they can identify what assets are causing the problem (software bugs or hardware malfunction) and fix them appropriately. They can also acknowledge the ITSM team’s performance based on customer satisfaction scores and SLA metrics. This allows them to take action where needed. ### Who Uses Incident Management Software? **IT teams:** Business’ IT teams will be the strongest users of incident management tools. Since the software is specifically designed for reporting any disturbances to proper workflow, incident management can be used to great effect by anyone from dedicated support teams to digital asset teams (databases, virtual servers, applications, etc.) and beyond. These teams can use incident management software in conjunction with other monitoring tools, service desk tools, and more. **Employees:** When employees are having technical difficulties, they can report the problem on the incident management software. Many external IT problems are also spotted by employees before the customers, so it is important to fix them quickly. **Customers:** Customers can report IT problems and track when they will be solved. Incident management is the key to customer satisfaction and revenue generation.  Based on G2 reviews, incident management software with ITIL SLA tracking is a frequent evaluation criterion for mid-size IT teams looking to formalize incident, problem, and change management processes without the implementation lift of enterprise ITSM platforms. Reviewers describe SLA breach alerts, audit-ready incident histories, and structured workflows around incident categorization as the features that move a growing IT team from ad-hoc ticketing into a repeatable service management practice. #### Software Related to Incident Management Software Related solutions that can be used together with incident management software include: [Video conferencing](https://www.g2.com/categories/video-conferencing) **and** [audio conferencing software](https://www.g2.com/categories/audio-conferencing) **:** Video conferencing and audio conferencing software help drive troubleshooting efforts by providing an immediate avenue to communicate with all relevant parties. Since incidents tend to require immediate action to maximize uptime, it’s best to begin troubleshooting efforts as soon as possible.  [Log analysis software](https://www.g2.com/categories/log-analysis) **:** When something fails, the first place to check for a potential failure explanation is in logging. Application logs, server logs, and other logs are great leads to finding the solutions. Log analysis software assists in sorting through those logs, making it easier to find failure points and restore service. [Service desk software](https://www.g2.com/categories/service-desk) **:** Internal transparency is critical to incident management, not only because of auditing but also because it is essential to not repeat troubleshooting steps. Repeating the same (failed) steps means extra time spent not fixing an issue. Service desk tools help with transparency by providing a ticketing system where issues and attempted fixes can be tracked. ### Challenges with Incident Management Software Software solutions can come with their own set of challenges.  **Minor incident detection:** Not all major incidents are going to display an immediate sign that something is wrong. In situations like that, it can be difficult to hit that one "key" factor that’s going to set off an incident alert. For potential issues like those that a company could potentially come across, it’s important to consider setting up some warning alerts for signs of a possible incoming major incident. **Links to known issues:** In IT and development, issues that have occurred before or frequently are called known issues. While some of these might be well known among relevant teams, others might be obscure or even previously considered one-off issues. As a result, knowledge surrounding how to address the issue might be difficult to come by at first. Users can pair an incident management solution with knowledge management software to assist their teams in addressing issues more quickly. **ITIL compliant:** There is no standard or governance for ITIL. Adopting the ITSM processes that worked elsewhere doesn’t mean the company is complying with ITIL. The best practice is that IT teams should regularly review customer feedback and adjust their processes accordingly. After all, ITIL is all about efficiency and performance rather than compliance. Following ITIL blindly will make the ITSM process inflexible and unfit for others. ### How to Buy Incident Management Software #### Requirements Gathering (RFI/RFP) for Incident Management Software Whether a company is looking for its first incident management software or trying to replace an existing one, g2.com can help find the best solution. The company’s needs when searching for incident management software often relate to specifically desired data and metrics. For example, the user may be most interested in analyzing SLA breaches. Buyers should make a ranked list of the features that most directly address the problems they’re trying to solve, then reference G2 reviews to find the right fit. Prioritizing the desired feature set can help narrow down the potential pool of incident management solutions, allowing teams to then apply further considerations for budget, ease of integration with other systems, security requirements, and more. This holistic approach empowers buyers to move forward with a focused checklist, which can be used in conjunction with G2 scoring to select the best incident management tool for the business. #### Compare Incident Management Software **Create a long list** When searching for incident management software, companies need to identify compatibility requirements for existing communication tools, monitoring software, and knowledge management software. Buyers should make a list of important existing software that needs to be integrated, then filter out the incident management tools that can’t be integrated. For example, many incident management software are SaaS solutions that only work with other SaaS solutions on the cloud. If the company's IT operations and incident management process are on-premises, then the company should seriously check if its legacy IT infrastructure fits the incident management software.  **Create a short list** It helps to cross-reference the results of initial vendor evaluations with G2 reviews from other buyers, the combination of which will help to narrow in on a short three to five product list. From there, buyers can compare pricing and features to determine the best fit. Some vendors don’t charge implementation costs while some do.  **Conduct demos** As a rule of thumb, companies should make sure to demo all of the products that end up on their short list. During demos, buyers should ask specific questions related to the functionalities they care most about; for example, one might ask to be walked through what actionable insights are generated from an SLA breach report.  #### Selection of Incident Management Software **Choose a selection team** Regardless of a company’s size, it’s important to involve the most relevant personas when beginning the incident management software selection process. Larger companies may include the ITSM teams, procurement teams, IT managers, and engineers who will be working with the software most closely. Smaller companies with fewer employees might just need IT managers to fill the role. **Negotiation** Many vendors offer full software license platforms that go beyond incident management (on-premises) to include knowledge management and observability platforms. While some companies will not budge on the configurations of their packages, buyers looking to trim costs should try to negotiate down to the specific functions that matter to them to get the best price. For example, a vendor’s pricing page where incident management functionality is only included with a robust all-in-one monitoring package, whereas a sales conversation may prove otherwise.  **Final decision** After this stage, it is important to perform a trial run if possible with a small selection of IT professionals or developers. This will help to ensure that the incident management software of choice integrates well with an ITSM specialist’s systems setup or an engineer’s day-to-day work. If the incident management tool is well liked and well utilized, the buyer can take that as a sign that their selection is the right one. If not, looking back at the other options may be necessary. --- ## What Are the Most Common Questions About Incident Management Software? *AI-generated · Last updated: June 3, 2026* ### Which solution supports incident management for hybrid IT environments Based on G2 reviews, several products in this category are used to manage alerts, routing, and response across mixed environments and connected systems. - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management) — centralized incidents, workflows, and CMDB. - [xMatters](https://www.g2.com/products/xmatters) — on-call routing across connected tools. - [PagerDuty](https://www.g2.com/products/pagerduty) — multi-channel alerts for distributed responders. - [Jira Service Management](https://www.g2.com/products/jira-service-management) — structured ticketing with cross-team visibility. ### Which incident management tool offers the fastest response time Based on G2 reviews, buyers most often favor products that reduce handoff delays through alert routing, ownership clarity, and fast notification workflows. - [xMatters](https://www.g2.com/products/xmatters) — rapid escalations with on-call routing. - [PagerDuty](https://www.g2.com/products/pagerduty) — immediate paging and escalation workflows. - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management) — automated routing with SLA visibility. - [Xurrent IMR](https://www.g2.com/products/xurrent-imr) — timely alerts with grouped incidents. ### Which vendor offers AI-powered incident prioritization Based on G2 reviews, a few vendors are associated with AI-assisted summaries, noise reduction, or workflow support that can help teams triage incidents faster. - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management) — AI summaries and suggested resolutions. - [PagerDuty](https://www.g2.com/products/pagerduty) — AI summaries and event correlation. - [Xurrent IMR](https://www.g2.com/products/xurrent-imr) — AI postmortems and alert analytics. - [xMatters](https://www.g2.com/products/xmatters) — workflow automation with incident summaries. ### What should buyers look for in incident management software According to verified users, strong incident management software should make ownership clear, route alerts to the right responder, and keep incident details centralized. Reviews repeatedly highlight the value of on-call scheduling, escalation paths, multi-channel notifications, and integrations with tools like Slack, Jira, ServiceNow, AWS, Datadog, and Microsoft Teams. Buyers also seem to care about timeline visibility, audit trails, and reporting that supports post-incident reviews. Several reviews mention that reducing alert noise is just as important as alert delivery itself. Ease of setup matters too, because complex workflow configuration, weak search, or clunky reporting can slow adoption and make high-pressure response harder. ### What features define modern incident management According to verified users, modern incident management is defined by alert routing, escalation automation, on-call scheduling, and clear incident ownership. Across recent reviews, teams value platforms that centralize alerts from monitoring and ticketing systems, reduce duplicate notifications, and keep communication structured during outages. Buyers also look for incident timelines, post-incident reporting, and integrations that connect response work with tools already in use. Mobile access matters because responders often need to acknowledge, escalate, or review incidents away from a desk. Many reviews also point to AI-assisted summaries, alert grouping, and workflow automation as useful additions when they reduce manual coordination rather than adding more complexity.