IncidentMonitor Pricing, Features, Reviews & Comparison of Alternatives


Service desk software with self-service web portal support

4.0/5 (6 reviews)

IncidentMonitor overview

IncidentMonitor is help and service desk software available as an on-premise and cloud-based SaaS solution. The latter boasts access for support teams and end users via web browser and includes all application features, while organizations may migrate easily between deployments if necessary. New feature updates are added at no extra cost and span areas including service level management, asset management, self-service portals and more. Manage Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) with a “multi-dimension approach” across three functional areas spanning Service Matrix, Level Rules and Hours. Track service desk metrics with dashboard-based analytics, over 50 home page data widgets and a fully exportable selection of ITIL ITSM and service reports.

IncidentMonitor’s self-service portal then provides web device visibility for customers, complete with Knowledge Base, crowd supported forums and possible answer presentations. Access rules can be defined based on security role, while users can submit support tickets to receive Knowledge Base answers immediately. Additional notable features also include a Process Designer for editing service desk workflows, Service Catalog Designer for creating web forms, Asset Management for logging equipment plus a range of communication options.


Starting from
Pricing options
Value for money
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Business size



United States, Canada, Europe

Supported languages

English, Dutch
IncidentMonitor screenshot: Main menu screeen showing selected modules and featuresend user interface IncidentMonitor Service Desk SoftwareIncidentMonitor screenshot: My Home Page with customizable data summary widgetsIncidentMonitor screenshot: New request classification and contact lookup toolsIncidentMonitor screenshot: Open request list and assignment menu optionsIncidentMonitor screenshot: Example community support questionsIncidentMonitor screenshot: End user self-service web portal

IncidentMonitor reviews

Value for money
Ease of use
Customer support
Claire Marrison

I love this product!

Used daily for 2+ years
Reviewed 2016-11-15
Review Source: Capterra

10 years ago, I was asked to research & purchase a software tracking system for a new helpdesk I was implementing. During the initial demo, all questions were answered with "yes, we can do that" and this application accepts and processes email - how great is that! Shortly after implementing the product, we were amalgamated into 5 different ministries, with 5 different helpdesk processes. We did a review & again, this product came out on top. The application has grown & improved over the years. I still love it and our clients are really happy with what we've done, via customer surveys that we implemented. There are so many things this application can do so it takes time to understand everything, but once you do, WOW there is no end to it. I now support it full time as there is so much more to do and I can configure it to suit my ministry's needs. Over the years, my organization has made requests for special configuration changes and the answer is still "yes, we can do that" and they do it. A recent comment I heard was "isn't it nice that we can make these configuration changes ourselves instead of having to send them off and wait months to get them done." The price includes all the modules so there is no "add ons" and no additional costs or surprises. If you purchase this product, there is no looking back!

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Carmine Cinerari

It sounded too good to be true

Reviewed 2016-05-25
Review Source: Capterra

It sounded way too good to be true. They promised us a lot of functionality for a price that seemed unbelievable. Well, I was wrong. They delivered what they said they would in the short project timeline. We were really impressed with their professionalism and positive get it done attitude. We never heard "we can't do that". They always had options to provide the functionality we needed. Their forms designer and workflow designer are all you really need to get the job done. We really loved the custom web portal that we could design ourselves very easily. It really makes it simple for our users. Pros - Design your service interface with a kiosk like feel - Design just about any form with no coding - Design any workflow with no coding - Person, group, vote or multi-level approvals - Service targets all policy based and simple to set up - Multi-lingual so all communication in user's language - Integration with other business systems is seamless - Web services / XML etc allow other systems to integrate - Host multiple help desks easily and securely - Messaging is simple and very customizable - E-mail integration is excellent - Windows, web and mobile client software - Simple administration and operation Cons - There are a lot of features in this product that can take some time to get your head around what is possible with this software

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Ron Gramann

Barely acceptable

Used daily for 1-2 years
Reviewed 2016-11-09
Review Source: Capterra

When a client of mine told me they were getting a new incident management system, I was excited. Until I saw and used IM. Maybe this was top-drawer 15 years ago. But, by today's standards it falls short. For general look-and-feel think Windows 95 and Classic ASP. If you wondered why all of the screenshots are blurred... Looks aside, usability and functional workflow is just a mess. Frustrating, dreadful stuff.

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Darrell Mott

Easy to use and easy to adapt to our corporate standards, process flows and design

Reviewed 2016-05-25
Review Source: Capterra

The great thing is that IncidentMonitor easily adapts to our business. It came with lots of free itil process templates. But as we have our own process flows we needed to adapt the flows. This was very simple to do with what they call the workflow and process designer. With the last update we also were also able to create multiple self service portals using logo's from our customers. They love it. With the service catalog designer we created smart forms and published those in the portals. the cons are that the tool offers so much that we probably don't use all. But I don't know if that really is a con. Overall great tool. Support from Monitor 24-7 is very personal. Usually we get direct access to people who know what they are talking about.

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Ludwig Wijns

ITSM Evaluation of Incident Monitor 24-7

Used other for free trial
Reviewed 2018-09-27
Review Source: Capterra

Overall a valuable ITSM solution for smaller applications and smaller companies.

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IncidentMonitor pricing

Starting from
Pricing options
Free trial
View Pricing Plans

Request a demo to receive full pricing quote.

IncidentMonitor features

Activity Dashboard
Automatic Notifications
Email Integration
Instant Messaging
Knowledge Base
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Ticket Management

API (170 other apps)
CRM Integration (72 other apps)
Contact History (70 other apps)
Customizable Branding (76 other apps)
Monitoring (84 other apps)
Multi-Channel Communication (73 other apps)
Real Time Monitoring (61 other apps)
Third Party Integration (98 other apps)
Workflow Management (66 other apps)

Additional information for IncidentMonitor

Key features of IncidentMonitor

  • Automated routing
  • Community forums
  • Contract management
  • Known issue management
  • Live chat
  • Service desk (ITL / ITSM)
  • Self-service web portal included
  • Graphical Workflow and Process Designer
  • Keep track of customers and client contacts
  • Communication channels include email integration options
  • Manage service and help desk support incidents efficiently
  • Community features with support for social media channels
  • IncidentMonitor White Board for posting community messages
  • Built-in alert and notification capabilities
  • Graphical Service Catalog Designer for creating web forms
  • Knowledge Base provisions as part of web portal access
  • Customer surveys for gauging customer service experience
  • Issue, accept and answer online support desk ticketing
  • Asset management features with support for consumables
  • Dashboard reporting with Home Page widget creation
  • Service Level Rules for managing service requests
View All Features


Empower customers and support staff with a self-service web portal accessed based on security role, providing Knowledge Base, forums and help desk ticketing.
Customizable dashboards can be setup and configured as widgets for each user profile, along with exportable reports, for visualizing real time service desk data.
Graphical Workflow and Service Catalog Designer tools allow service desk workflows to be created and web forms published for listing available services online.
Offers a number of communication channels to support customer contact including moderated community forums, message notifications, white boards and live chat.
Asset Management features enable asset classes to be defined, asset data to be loaded into the database from Excel spreadsheets and purchase histories tacked for consumables.