IT Incident Software Pricing, Features, Reviews & Comparison of Alternatives

IT Incident Software

Web-based helpdesk management solution

2.0/5 (3 reviews)

IT Incident Software overview

IT Incident Software is one of the modules of FacilityDude's TechnologyEssentials suite and it deals with helpdesk management. The cloud-based solution enables organizations to simplify their help-desk workflow right from the time a service request is submitted, until its resolution. The software allows users to automate workflows, track IT assets, and generate in-depth reporting for managing the IT inventory of an enterprise. The product primarily caters to the needs of small and mid-sized organizations.

The software enables users to enhance productivity by offering features such as automatically routing & assigning requests to the right staff member, notifying the service engineer of a new service request, and generating time-based reminders & escalating incidents that haven’t been resolved in a given time-frame. The product also integrates with the insights module of the suite to import and track IT inventory status. IT Incident Software helps to improve organizational budgets by offering features such as reporting costs by category, tracking labor costs to support budgeting & planning decisions, and offering asset inventory management to track history associated with the assets reported in the service request. The software also allows users to submit incident requests through an online web portal and receive email updates on the status of their requests and generate detailed reports & graphs that can be customized.

IT Incident Software optimizes helpdesk management by reducing the total cost of ownership by up to 60% and saving approximately 30 minutes of an executive’s time per service incident. The product also automates communication and feedback with the submitter of the service incident to improve customer services.


Business size



United States, Canada

Supported languages

IT Incident Software screenshot: IT Incident Software allows users to report costs by categoriesTechnologyEssentials: Insight by Dude SolutionsIT Incident Software screenshot: IT Incident Software delivers simple dashboard view to all managed devicesIT Incident Software screenshot: IT Incident Software enables scheduling reports to be automatically sent to usersIT Incident Software screenshot: IT Incident Software enables the tracking of workstation inventoryIT Incident Software screenshot: IT Incident Software offers a consolidated workstation dashboardIT Incident Software screenshot: IT Incident Software's MDM is fully integrated with the iTunes App StoreEnhancing Security with TechnologyEssentials

IT Incident Software reviews

Very good



Value for money
Ease of use
Customer support

Dude Solutions

Used daily for 1-2 years
Reviewed 2018-12-13
Review Source: Capterra

My overall experience using Dude Solutions have been subpar. If things loaded infinitely quicker, this would be an effective resource.What I like most about Dude Solutions in using SchoolDude is how I can manage my ticket count. I can customize what's in my queue to see what should be move to the top of my to do list. I like that you can also comment and transfer tickets to different people within your department and they have the ability to see what comments have been entered.

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Matt Colwell

fails to keep up with the times

Used daily for 2+ years
Reviewed 2018-09-17
Review Source: Capterra

The price. We bundle the IT ticket system with other "Dude" products, so it was pretty inexpensive.

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The Dude Does Not Deliver

Used monthly for 6-12 months
Reviewed 2018-12-26
Review Source: Capterra

This was a low cost solution for help desk. We chose it for the simple interface and low cost.

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IT Incident Software pricing

Pricing options
Free trial
One time license
View Pricing Plans

Contact Facility Dude for pricing information or a quote.

IT Incident Software features

Activity Dashboard
Automatic Notifications
Customizable Reporting
Inventory Tracking
Workflow Management

API (439 other apps)
Access Control (180 other apps)
Activity Tracking (219 other apps)
Audit Trail (182 other apps)
Auditing (264 other apps)
Compliance Management (213 other apps)
Custom Fields (202 other apps)
Data Import/Export (261 other apps)
Document Storage (198 other apps)
Inventory Management (212 other apps)
Invoice Management (197 other apps)
Monitoring (200 other apps)
Real Time Data (235 other apps)
Reporting & Statistics (266 other apps)
Third Party Integration (249 other apps)

Additional information for IT Incident Software

Key features of IT Incident Software

  • Mobile device management
  • Computerized maintenance management system (CMMS)
  • Automatically routes and assigns incidents
  • Automate communications and feedback
  • Generates time-based request reminders
  • Customizable, detailed reports and graphs
  • IT help desk management solution
  • Service history tracking
  • Incident management module
  • Asset inventory management
  • IT asset tracking
  • Tracks staff labor costs and work completion
  • Enables requesters to submit requests online
  • Create & assign recurring tasks
  • Automate workflows
  • Interactive dashboard for reporting
  • Automatically email scheduling reports
  • Self-help knowledge database
  • Notifies technicians of new incidents via email
  • Reports costs by category
View All Features


● TechnologyEssentials - an IT asset management suite - acts as a centralized repository for all IT assets of an enterprise.

● The IT incident software module of the solution enables enterprises to streamline the entire help desk process, right from the time a support request is placed till its resolution.

● The product automates help desk workflow by automatically routing and assigning a service request to the right staff member.

● IT incident software also allows users to place their service requests online through a request submission portal, and receive email updates on the status of their requests.

● The product offers a self-help knowledgebase and troubleshooting questionnaires that enable users to solve most of their issues, eventually reducing the total incident requests.