IncidentMonitor Features

IncidentMonitor

Service desk software with self-service web portal support

4.14/5 (7 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Automated Routing
Availability Management
CMDB
CRM
Call Center Management
Cataloging/Categorization
Change Management
Chat/Messaging
Client Portal
Collaboration Tools
Compliance Management
Configurable Workflow
Configuration Management
Contract/License Management
Customer Database
Customizable Branding
Customizable Fields
Customizable Reports
Customizable Templates
Dashboard
Dashboard Creation
Data Import/Export
Drag & Drop
Email Management
Help Desk Management
IT Asset Management
Incident Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Maintenance Scheduling
Mobile Access
Multi-Channel Communication
Multi-Language
Network Monitoring
Online Catalog
Online Forums
Performance Metrics
Prioritization
Problem Management
Process Control
Procurement Management
Project Management
Queue Management
Real Time Notifications
Real Time Reporting
Real-Time Chat
Recurring Issues
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Scheduled / Automated Reports
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Social Media Integration
Summary Reports
Support Ticket Management
Surveys & Feedback
Task Management
Web Forms
Whiteboard
Widgets
Workflow Configuration
Workflow Management
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API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Automated Routing
Availability Management
CMDB
CRM
Call Center Management
Cataloging/Categorization
Change Management
Chat/Messaging
Client Portal
Collaboration Tools
Compliance Management
Configurable Workflow
Configuration Management
Contract/License Management
Customer Database
Customizable Branding
Customizable Fields
Customizable Reports
Customizable Templates
Dashboard
Dashboard Creation
Data Import/Export
Drag & Drop
Email Management
Help Desk Management
IT Asset Management
Incident Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Maintenance Scheduling
Mobile Access
Multi-Channel Communication
Multi-Language
Network Monitoring
Online Catalog
Online Forums
Performance Metrics
Prioritization
Problem Management
Process Control
Procurement Management
Project Management
Queue Management
Real Time Notifications
Real Time Reporting
Real-Time Chat
Recurring Issues
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Scheduled / Automated Reports
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Social Media Integration
Summary Reports
Support Ticket Management
Surveys & Feedback
Task Management
Web Forms
Whiteboard
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Automated Routing
Availability Management
CMDB
CRM
Call Center Management
Cataloging/Categorization
Change Management
Chat/Messaging
Client Portal
Collaboration Tools
Compliance Management
Configurable Workflow
Configuration Management
Contract/License Management
Customer Database
Customizable Branding
Customizable Fields
Customizable Reports
Customizable Templates
Dashboard
Dashboard Creation
Data Import/Export
Drag & Drop
Email Management
Help Desk Management
IT Asset Management
Incident Management
Interaction Tracking
Inventory Management
Issue Auditing
Issue Scheduling
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Maintenance Scheduling
Mobile Access
Multi-Channel Communication
Multi-Language
Network Monitoring
Online Catalog
Online Forums
Performance Metrics
Prioritization
Problem Management
Process Control
Procurement Management
Project Management
Queue Management
Real Time Notifications
Real Time Reporting
Real-Time Chat
Recurring Issues
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Scheduled / Automated Reports
Self Service Portal
Service Catalog
Service Level Agreement (SLA) Management
Service Reporting
Single Sign On
Social Media Integration
Summary Reports
Support Ticket Management
Surveys & Feedback
Task Management
Web Forms
Whiteboard
Widgets
Workflow Configuration
Workflow Management
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IncidentMonitor Feature Reviews

7 reviewers had the following to say about IncidentMonitor's features:

Carmine C.

It sounded too good to be true

2016-05-25

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

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Ludwig W.

ITSM Evaluation of Incident Monitor 24-7

2018-09-27

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

Pros

Automatic knowledge base upload when entering request qualification.

Cons

Older technology based on MS framework.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Occasionally

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Ron G.

Barely acceptable

2016-11-09

When a client of mine told me they were getting a new incident management system, I was excited.

Pros

Can't think of anything

Cons

well, pretty much everything. The UI and UX are simply horrible.

Rating breakdown

Value for money
Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

1/10

Recommendations to others considering IncidentMonitor

Just say "No"

Source: Capterra
Helpful?   Yes   No

Response from Monitor 24-7


It was top-drawer 15 years ago and it still is. The client you speak of is no longer an active participant in maintenance and as such has not upgraded in several years. They have terminated maintenance a few years ago and still the use the product - sounds like a stable application to me.

You are more than welcome to contact us and see the latest version We'd love to get your feedback as to how to improve the product.

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Darrell M.

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

2016-05-25

With the last update we also were also able to create multiple self service portals using logo's from our customers.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 201-500 employees)

Amazing support team

2021-03-25

Pros

I was pleasantly surprised with the professionalism and responsiveness of the customer support team. The software itself is easy to use and easy to customize.

Cons

The feature list could be updated and improved.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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richard e.

Great plate-form for Incident Managemnt

2016-05-25

We have been using Incident Monitor for more than three years now.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Claire M.

I love this product!

2016-11-15

I still love it and our clients are really happy with what we've done, via customer surveys that we implemented.

Pros

The people on the support side are great people and do their best to accommodate you and your time commitment.

Cons

Having worked with it for many years, there isn't much I don't know about the product. If I had to say anything, I would like to see the option to choose the color of each project because when you link one project to another, it can be difficult to know where you are as all projects look the same. Can be a bit confusing if you are not paying attention - however, that is a small thing overall.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering IncidentMonitor

Explore all options and have fun! There are so many things you can do and so many ways to do it. This product is so configurable.

Source: Capterra
Helpful?   Yes   No
Read more