IncidentMonitor

Service desk software with self-service web portal support

About IncidentMonitor

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.

Key benefits of IncidentMonitor

  • 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.
  • Devices

    Business size

    S M L

    Markets

    Canada, United States

    Supported Languages

    Dutch, English

    Images

    Main menu screeen showing selected modules and features
    My Home Page with customizable data summary widgets
    New request classification and contact lookup tools
    Open request list and assignment menu options
    Example community support questions
    End user self-service web portal
    View 7 more
    IncidentMonitor video
    IncidentMonitor screenshot: Main menu screeen showing selected modules and features IncidentMonitor screenshot: My Home Page with customizable data summary widgets IncidentMonitor screenshot: New request classification and contact lookup tools IncidentMonitor screenshot: Open request list and assignment menu options IncidentMonitor screenshot: Example community support questions IncidentMonitor screenshot: End user self-service web portal

    Features

    Total features of IncidentMonitor: 67

    • Activity Dashboard
    • Alerts / Escalation
    • Alerts/Notifications
    • Approval Process Control
    • Asset Management
    • Asset Tracking
    • Assignment Management
    • Automated Routing
    • Availability Management
    • CMDB
    • Call Center Management
    • Cataloging/Categorization
    • Change Management
    • Chat/Messaging
    • Client Portal
    • Configurable Workflow
    • Configuration Management
    • Contract/License Management
    • Customer Database
    • Customizable Branding
    • Customizable Fields
    • Customizable Reports
    • Dashboard
    • Dashboard Creation
    • Data Import/Export
    • Email Management
    • IT Asset Management
    • Incident Management
    • Interaction Tracking
    • Inventory Management
    • Issue Auditing
    • Issue Scheduling
    • Knowledge Base Management
    • Knowledge Management
    • Live Chat
    • Macros/Templated Responses
    • Mobile Access
    • Multi-Language
    • Network Monitoring
    • Online Catalog
    • Online Forums
    • Prioritization
    • Problem Management
    • Process Control
    • Procurement Management
    • Project Management
    • Queue Management
    • Real-Time Chat
    • Recurring Issues
    • Release Management
    • Reporting & Statistics
    • Reporting/Analytics
    • Scheduled / Automated Reports
    • Self Service Portal
    • Service Catalog
    • Service Level Agreement (SLA) Management
    • Service Reporting
    • Social Media Integration
    • Summary Reports
    • Support Ticket Management
    • Surveys & Feedback
    • Task Management
    • Ticket Management
    • Web Forms
    • Whiteboard
    • Widgets
    • Workflow Configuration

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    Reviews

    Overall rating

    4,1 /5
    (7)
    Value for Money
    3,5/5
    Features
    3,3/5
    Ease of Use
    4,3/5
    Customer Support
    4,5/5

    Already have IncidentMonitor?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 7
    Verified Reviewer
    Overall rating
    • Industry: Internet
    • Company size: 201-500 Employees
    • Used Other for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    Amazing support team

    Reviewed on 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.

    Claire M.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 5 001-10 000 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    I love this product!

    Reviewed on 2016/11/15

    10 years ago, I was asked to research & purchase a software tracking system for a new helpdesk I...

    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.

    Ron G.
    Overall rating
    • Industry: Computer Software
    • Company size: 2-10 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Likelihood to recommend 1.0 /10

    Barely acceptable

    Reviewed on 2016/11/09

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

    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.

    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.

    Carmine C.
    Overall rating
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support

    It sounded too good to be true

    Reviewed on 2016/05/25

    It sounded way too good to be true. They promised us a lot of functionality for a price that seemed...

    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

    Darrell M.
    Overall rating
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support

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

    Reviewed on 2016/05/25

    The great thing is that IncidentMonitor easily adapts to our business. It came with lots of free...

    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.

    Showing 5 reviews of 7 Read all reviews

    IncidentMonitor FAQs

    Below are some frequently asked questions for IncidentMonitor.

    IncidentMonitor offers the following pricing plans:

    • Starting from: US$36,00/month
    • Pricing model: Subscription
    • Free Trial: Available

    Request a demo to receive full pricing quote.

    We do not have any information about IncidentMonitor features

    IncidentMonitor has the following typical customers:

    11-50, 51-200, 201-500, 501-1 000, 1 001+

    IncidentMonitor supports the following languages:

    Dutch, English

    IncidentMonitor supports the following devices:

    We do not have any information about what integrations IncidentMonitor has

    IncidentMonitor offers the following support options:

    Email/Help Desk, Knowledge Base, 24/7 (Live rep), Chat

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