7 Best Incident Reporting Software in 2026
Are you finding it hard to keep track of IT incidents reported through emails, calls, and chat?
When employees report problems through different channels, it becomes harder to assign them, track their status, and make sure they get resolved.
In such cases, incident reporting software brings these reports into one place. These tools help you assign issues to the right people and track them until they are fixed.
But which tool should you choose, and what should you look for before paying for one?
In this guide, we compare 7 incident reporting software products based on their features, deployment options, limitations, and pricing to help you find the right fit for your business.
How We Selected Incident Reporting Software in This List?
We compared seven incident reporting software products to see how well they help businesses manage IT incidents.
Incident reporting and tracking: We checked how employees report incidents, how support staff assign them, and how they track each issue until it is resolved.
ITSM features: We looked at whether each tool supports problem management, change management, and IT asset tracking.
Deployment options: We checked whether you can use the tool in the cloud or install it on your own servers.
Pricing and free options: We compared pricing models and checked whether each vendor offers a free plan or trial.
7 Best Incident Reporting Software at a Glance
Let’s go through this table to have a quick glance at all the tools of this list.
Tool | Best for | Deployment | Main use | Starting price |
Motadata ServiceOps | IT teams that want incidents, assets, and changes together | Hosted or on-premises | IT service desk and incident management | Custom quote. You can contact its sales team for the price |
Freshservice | Small and mid-size IT teams | Hosted | IT service desk and incident management | The Starter plan costs $19 per agent per month with annual billing |
Jira Service Management | IT teams that work with developers | Hosted | IT service desk and incident management | Free plan for up to three agents. The Standard plan costs $21.50 per agent per month |
ServiceNow IT Service Management | Large companies with many departments | Hosted | IT service management across the company | Custom quote. You can contact its sales team for the price |
ManageEngine ServiceDesk Plus | IT teams that want cloud or on-premises | Hosted or on-premises | IT service desk and asset management | The Standard plan is free for up to five technicians |
SolarWinds Service Desk | IT teams that need change management early | Hosted | IT service desk and incident management | The Essentials plan costs $39 per technician per month with annual billing |
HaloITSM | IT teams that want every feature at one price | Hosted | IT service desk and incident management | HaloITSM costs $99 per agent per month with annual billing |
Prices come from each vendor's official pricing page and are current as of October 2026. Vendors change their prices often, so confirm the current price before you buy.
7 Best Incident Reporting Software in 2026
Let’s now understand each of the software in detail.
1. Motadata ServiceOps
Best for: IT teams that want incidents, assets, and changes in one product that can run on their own servers.
Motadata ServiceOps is an IT service management platform that helps you manage incidents, service requests, problems, changes, IT assets, and patches in one place.
IT employees can report incidents through the support portal, email, phone, or live chat, and support teams can track and manage them from a central dashboard.
The platform assigns incidents to technicians based on their workload and availability or through round-robin routing.
Its AI features help teams classify and prioritize tickets, summarize conversations, suggest resolutions, and identify potential duplicate incidents.
You can deploy Motadata ServiceOps as a cloud-hosted service or install it on your own servers. The platform uses custom pricing, and you can try it free for 30 days without a credit card.
Pros
- One product gives you incidents, assets, changes, and patches, so you do not have to buy separate tools.
- You can install it on your own servers if your incident data must stay inside your network.
- Duplicate detection shows related records while you create a ticket, so the same incident is not worked twice.
Cons
- The AI similarity features need a separate AI capabilities license.
- Duplicate matches are only suggestions, so technicians still merge or close duplicates themselves.
Pricing
License: Motadata ServiceOps has a custom quote. You can contact its sales team for the price.
Free trial: You can start a 30-day free trial without a credit card.
2. Freshservice
Best for: Small and mid-size IT teams that want a hosted service desk that is quick to set up.
Freshservice is a hosted IT service management product from Freshworks. It covers incidents, service requests, knowledge articles, problems, changes, and IT assets, depending on the plan.
Employees can report incidents through the support portal or email. Freddy AI Agent helps employees find answers and handle simple requests, while Freddy AI Copilot helps technicians summarize tickets and draft replies.
Every plan includes incident management, but SLA management starts with the Growth plan. You need the Pro plan for problem, change, and major incident management.
Freshservice suits teams that want a service desk they can set up without managing their own servers.
You can also compare Freshservice with other products in our Freshservice alternatives guide.
Pros
- You can start on the Starter plan at $19 per agent per month and move up when you need problem and change management.
- You can start using Freshservice quickly, because it is hosted and comes with ready-made workflows.
- Every plan includes incident management and a support portal, so you can handle incident reports on the Starter plan.
Cons
- SLA management is not available on the Starter plan.
- You have to buy the Pro plan for problem, change, and major incident management, and it costs $99 per agent per month.
- Freshservice cannot be installed on your own servers.
Pricing
Starter plan: The Starter plan costs $19 per agent per month with annual billing.
Growth plan: The Growth plan costs $49 per agent per month with annual billing.
Pro plan: The Pro plan costs $99 per agent per month with annual billing.
Enterprise plan: The Enterprise plan has a custom quote. You can contact its sales team for the price.
Freddy AI Copilot: This add-on costs $29 per agent per month with annual billing.
Free trial: A 14-day free trial is available.
Our Freshservice pricing breakdown covers its plans and additional costs.
3. Jira Service Management
Best for: IT teams that work closely with developers who already use Jira.
Jira Service Management is a hosted service desk product from Atlassian. It helps teams manage incidents, service requests, problems, changes, and IT assets.
Employees can report incidents through a help center, email, or chat.
IT teams can link incidents to Jira issues, so developers can investigate bugs and work on fixes using the tools they already know.
Atlassian's AI features also help teams find information and handle support tasks.
The Free plan supports up to three agents and includes basic incident management features. Paid plans add capabilities such as asset management, advanced incident management, and virtual service agents.
Jira Service Management suits IT teams that need to connect incident reporting with software development work.
Pros
- You can use the Free plan for as long as you want with up to three agents.
- Developers and the IT team work on the same incident, so both can see its latest status.
- The Atlassian Marketplace has a large number of apps that you can add.
Cons
- You have to buy the Premium plan for advanced incident and problem management, and it costs $55.28 per agent per month.
- New users need time to learn it, because Jira Service Management has many settings.
- The Enterprise plan is sold only with annual billing.
Pricing
Free plan: The Free plan costs nothing for up to three agents.
Standard plan: The Standard plan costs $21.50 per agent per month.
Premium plan: The Premium plan costs $55.28 per agent per month.
Enterprise plan: The Enterprise plan has a custom quote. You can contact its sales team for the price.
Annual billing: You can save up to 17% when you pay for a full year.
Free trial: A 14-day free trial of the Standard plan or the Premium plan is available.
If you want to compare other service desk products, see our Jira Service Management alternatives.
4. ServiceNow IT Service Management
Best for: Large companies with many departments and complex approval steps.
ServiceNow IT Service Management is a hosted platform that helps large organizations manage incidents, service requests, problems, changes, and IT assets.
It also includes a configuration management database (CMDB) to help teams understand how devices and services connect.
Employees can report incidents through a portal and other supported channels.
Your IT teams can assign tickets, track their progress, and use automated workflows to manage approvals and escalations.
Plus, ServiceNow's Virtual Agent helps employees find answers, while Now Assist helps technicians summarize incidents and identify possible next steps.
ServiceNow suits organizations that need structured workflows across complex IT environments.
Its range of features can support broader service management needs, but smaller teams may find it more than they need.
Need to evaluate other ITSM platforms? Start with our ServiceNow alternatives comparison.
Pros
- You can run IT, HR, and other departments on one product.
- Every package includes Now Assist, so technicians get incident summaries without a separate tool.
- You can set up workflows that match your company's approval rules.
Cons
- You have to buy the ITSM Advanced package for problem and change management.
- ServiceNow does not offer a free trial, so you can only see the product in a demo.
Pricing
ITSM Foundation package: The ITSM Foundation package has a custom quote.
ITSM Advanced package: The ITSM Advanced package has a custom quote.
ITSM Prime package: The ITSM Prime package has a custom quote.
Quote: You can contact the ServiceNow sales team for the price of each package.
Free trial: ServiceNow does not offer a free trial on its pricing page. You can schedule a demo with its sales team instead.
Our guide to ServiceNow pricing explains its licensing options.
5. ManageEngine ServiceDesk Plus
Best for: IT teams that want a free plan to start with and a choice of cloud or on-premises.
ManageEngine ServiceDesk Plus is an IT service desk product that helps teams handle incidents, service requests, IT assets, problems, and changes. The features you get depend on the plan you choose.
Employees can report incidents through a self-service portal, email, or chat. Technicians can assign tickets, set priorities, and track each issue until they resolve it.
The platform also includes Zia, an AI assistant that helps categorize incidents, predict their priority, and draft replies.
ServiceDesk Plus offers three plans. The Standard plan covers service desk needs, the Professional plan adds IT asset management, and the Enterprise plan includes problem management, change management, and a configuration management database (CMDB).
You can run it in the cloud or install it on your own servers, depending on your team's needs.
Pros
- You can use the Standard plan for free with up to five technicians.
- You can run it in the cloud or on your own servers, and all three plans are available in both.
- You do not pay a separate fee for Zia, because it is included in every plan.
Cons
- Problem management is a paid add-on on the Standard plan and the Professional plan, and in the cloud it costs $1,595 per year.
- Change and release management is also a paid add-on on those two plans, and in the cloud it costs $3,195 per year.
- The CMDB is not available on the Standard plan, and in the cloud it costs $1,595 per year as an add-on on the Professional plan.
Pricing
Standard plan: The Standard plan is free for up to five technicians. In the cloud, it then starts at $1,545 per year for 10 technicians.
Professional plan: In the cloud, the Professional plan starts at $645 per year for two technicians and 250 assets.
Enterprise plan: In the cloud, the Enterprise plan starts at $1,595 per year for two technicians and 250 assets.
On-premises prices: On your own servers, the Standard plan starts at $1,195 per year for 10 technicians. The Professional plan starts at $495 per year, and the Enterprise plan starts at $1,195 per year.
Add-ons: In the cloud, problem management costs $1,595 per year. Change and release management costs $3,195 per year. Live chat costs $65 per technician per year.
Free trial: A 30-day free trial is available for the cloud and on-premises versions.
6. SolarWinds Service Desk
Best for: IT teams that want incident and change management on the lowest paid plan.
SolarWinds Service Desk is a cloud-based IT service management product that helps teams manage incidents, service requests, changes, IT assets, and knowledge articles.
It gives technicians one place to review reported issues, assign tickets, and keep track of their progress.
Employees can report incidents through the service portal or email. Technicians can set priorities, monitor response deadlines, and use automation to manage routine tasks.
The platform also connects incident records with changes and configuration items, helping teams understand how an issue relates to the wider IT environment.
SolarWinds offers three plans: Essentials, Advanced, and Premier. The Essentials plan includes incident and change management, while higher plans add features such as a virtual agent, runbooks, and AI-assisted incident summaries.
Since SolarWinds Service Desk runs in the cloud, it's a good fit for teams that don't want to maintain their own service desk servers.
Pros
- You get incident management, change management, and a CMDB on the Essentials plan, which is the lowest paid plan.
- You pay only for technicians, and an unlimited number of employees can report incidents.
- You can test every Premier plan feature during the 30-day free trial.
Cons
- AI incident summaries are available only on the Premier plan, and it costs $124 per technician per month.
- IT asset management has a custom quote on every plan.
- SolarWinds Service Desk cannot be installed on your own servers.
Pricing
Essentials plan: The Essentials plan costs $39 per technician per month with annual billing.
Advanced plan: The Advanced plan costs $99 per technician per month with annual billing.
Premier plan: The Premier plan costs $124 per technician per month with annual billing.
IT asset management: This add-on has a custom quote. You can contact its sales team for the price.
Free trial: A 30-day free trial is available.
Want to explore other options? Read our SolarWinds alternatives guide.
7. HaloITSM
Best for: IT teams that want every service desk feature at one price.
HaloITSM is an IT service management platform that brings incident management, service requests, problem management, change management, IT assets, and major incident management together.
IT teams can use it to handle everyday support tickets and coordinate responses when a serious issue affects their services.
Employees can report incidents through the self-service portal, email, Microsoft Teams, or phone. HaloITSM can route tickets to the right technician based on rules such as ticket type, keywords, and workload.
Technicians can track incidents against SLAs, link recurring issues to problem records, and keep related tickets organized.
One thing that sets HaloITSM apart is its licensing model. The standard price includes its service management features rather than splitting them across several plans. HaloITSM also offers automation and AI capabilities to help teams handle tickets and suggest resolutions.
It may suit organizations that need a broad set of ITSM features, although smaller teams that only need basic incident reporting may find the price harder to justify.
Pros
- You get incident, problem, change, and major incident management for one price, so you do not have to compare plans.
- You do not pay for employees who only report incidents.
- When a problem is resolved, HaloITSM closes the linked incidents and tells the affected users in bulk.
Cons
- Halo has no lower-priced plan, so a small team pays $99 per agent per month even if it only needs incident reporting.
- HaloITSM has no free plan.
- The Enterprise Package costs $1 million per year, so only large companies can afford it.
Pricing
License: HaloITSM costs $99 per agent per month with annual billing. This price includes every feature and module.
Enterprise Package: The Enterprise Package costs $1 million per year and includes unlimited licenses.
Discount: Charities and not-for-profits get a 15% discount.
Free trial: A 30-day free trial is available without a credit card.
Our Halo pricing guide explains the license and discounts in more detail.
How to Choose Incident Reporting Software
Before choosing incident reporting software, consider who will report incidents, what the tool has to do after a report comes in, and what it will cost.
Decide who will report incidents, such as employees, customers, monitoring tools, or all three.
Check that the tool accepts incidents from the channels your people already use, such as a portal, email, chat, and a mobile app.
Check how the tool assigns incidents and make sure it can send each one to the right technician based on type and priority.
Review how the tool tracks time limits and make sure it warns the team before an SLA is missed.
Decide whether you need a hosted tool or one that runs on your own servers, based on your company policy and data rules.
Check whether the tool links each incident to the affected device or service.
Confirm which plan includes problem and change management, because some vendors sell them only in higher plans or as paid add-ons.
Calculate the total cost with your own numbers by including technicians, AI add-ons, assets, and expected growth.
Ask the vendor for a written list of everything your quote includes.
Use the free trial to enter a few incidents your team has already solved and note how quickly each one reaches the right person.
If you need more than incident reporting, our best ITSM tools guide compares products that also handle requests, problems, changes, and assets.
Conclusion
Incident reporting software helps your IT team manage incoming issues, assign them to the right technicians, and track them until resolution. The right tool should fit your team's workflow, cover the features you need, and match your budget.
Motadata ServiceOps brings incident management, service requests, problem management, changes, IT assets, and patch management together in one platform. You can deploy it in the cloud or on your own servers, depending on your requirements.
If you want to manage these IT operations in one place, try Motadata ServiceOps free for 30 days and see how it fits your team's needs.
FAQs
What is incident reporting software?
Incident reporting software is a product that lets people report a problem and lets the support team track it until it is fixed. It records each incident, assigns it to a technician, and shows its status. Most products also show reports on how many incidents came in and how long they took to fix.
What is the best software for incident reporting?
The best software for incident reporting depends on who reports your incidents. Motadata ServiceOps, Freshservice, and ManageEngine ServiceDesk Plus fit IT teams that handle employee reports. Jira Service Management fits IT teams that work with developers. ServiceNow IT Service Management fits large companies with many departments.
How does incident reporting software work?
Incident reporting software works in four steps. A person or a monitoring tool reports the incident. The software records it and assigns it to a technician. The technician fixes the problem and updates the record. The software then closes the incident and adds it to the reports.
Is there free incident reporting software for a small business?
Yes, two tools in this guide have a free plan. Jira Service Management is free for up to three agents. ManageEngine ServiceDesk Plus is free for up to five technicians on the Standard plan.
How much does incident reporting software cost?
Incident reporting software pricing depends on the features you need and the number of technicians using the platform. Freshservice starts at $19 per agent per month, while SolarWinds Service Desk starts at $39 per technician per month with annual billing.
Some tools charge extra for AI features. For example, Freshservice's Freddy AI Copilot costs $29 per agent per month with annual billing. Motadata ServiceOps and ServiceNow IT Service Management use custom pricing, so you need to contact their sales teams for a quote.
Author
Ramya Shah
Technical Writer
Ramya Shah is a technical content writer with a computer engineering background and roots in automotive journalism. He covers IT Service Management, observability, IT operations, and AI-driven automation. An early adopter of AI-assisted writing workflows, he turns complex IT processes into clear, engaging content optimized for search and answer engines (AEO), lifting content output and organic visibility.
