4 / 5 5 reviews

Who Uses This Software?

We focus on organizations with a service desk of 10 to 100 support agents. internal or external support. The Enterprise functionality also attracts large enterprises.

Average Ratings

5 reviews
  • 4 / 5
  • 4 / 5
    Ease of Use
  • 5 / 5
    Customer Service
  • 3.5 / 5
  • 3.5 / 5
    Value for Money

Product Details

  • Starting Price
  • Pricing Details
    We offer on premise (purchase or subscription) and SaaS. All in one price
  • Free Version
  • Deployment
    Installed - Mac
  • Training
    In Person
    Live Online
  • Support
    24/7 (Live Rep)
    Business Hours

Vendor Details

  • Monitor 24-7
  • Founded 1999

About This Software

ITIL Service Management solution. Pink Verified for 10 processes. IncidentMonitor is a service management framework that comes out of the box with multiple free process templates. The application offers Enterprise features at an low SMB price. All processes can easily be customized using the graphical workflow and smart service catalog designer. No coding is needed to create most advanced workflows and webforms. Unlimited processes can run next to each other created a real shared service center

  • Alerts / Escalation
  • Automated Routing
  • Availability Management
  • Billing & Invoicing
  • CMDB
  • Change Management
  • Community Forums
  • Configuration Management
  • Contract / SLA Management
  • Contract Management
  • Customer Database
  • Customer Engagement Center
  • Dashboard
  • Document Management
  • Historical Audit
  • IT Asset Management
  • IT Service Desk
  • Inbox / Queue Management
  • Incident Management
  • Knowledge Base
  • Knowledge Base
  • Knowledge Management
  • Known Issue Management
  • Live Chat
  • Mobile Access
  • Multiple Brands / Products
  • Problem Management
  • Procurement Management
  • Release Management
  • Remote Control
  • SLA Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Surveys & Feedback
  • Task Management
  • Ticket Management

IncidentMonitor Latest Reviews

Automatically translated. Show original review

I love this product!

5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: 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!

Pros: The fact that I can configure it myself. My previous experience is to send our configuration changes off and wait for approval, then someone to do the work. That can take months. I can do the work quickly and efficiently. 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.

Automatically translated. Show original review

Barely acceptable

2 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Value for Money

Comments: 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.

Pros: Can't think of anything

Cons: well, pretty much everything. The UI and UX are simply horrible. Dread using this software, but am forced by one of my clients.