Are incidents overwhelming your team?
As your company scales, your old ticketing system can’t keep up. You’re stuck firefighting the same critical problems over and over again.
This constant cycle of reactive fixes prevents you from finding the root cause. It completely drains your team’s valuable resources and stalls real progress.
Without a proper system, minor issues often escalate into major outages that impact your customers and the company’s reputation. This is simply an unsustainable way to operate.
Speaking of proactive solutions, my guide on best audit management software explores how to proactively manage compliance.
But what if you could finally shift from reactive to proactive? The key is to fix problems permanently, not just apply temporary patches.
In this guide, I’ll break down the best problem management software. I will show you tools designed to help you investigate, diagnose, and resolve incidents for good.
You’ll discover how to select a tool that reduces costly downtime and scales your incident resolution, saving you significant time and money.
Let’s get started.
Quick Summary:
| # | Software | Rating | Best For |
|---|---|---|---|
| 1 | InvGate → | Scaling technology companies | |
| 2 | Zendesk → | Mid-size service teams | |
| 3 | Atlassian → | IT managers at scaling firms | |
| 4 | SysAid → | IT managers seeking automation | |
| 5 | BigPanda → | IT ops & incident teams |
1. InvGate
Struggling with escalating incident volumes and outdated systems?
InvGate offers a best-in-class Service Management solution to streamline your service operations.
This platform helps your organization revolutionize how you approach IT and service delivery, ensuring you resolve issues faster and more efficiently.
It’s time to work smarter.
InvGate puts AI at the service of your teams, empowering them to transform and streamline operations. This means features like AI-improved responses, knowledge article generation, and ticket summarization.
You also get expert collaborator suggestions and smart request escalation to handle major incidents, saving your IT team over 1000 hours per year. Additionally, it provides predictive risk analysis and common problem detection to prevent future issues.
This comprehensive approach helps you optimize IT spend, manage asset inventory, and implement structured IT Governance for a unified service catalog.
While we’re discussing optimizing operations and team efficiency, understanding effective workforce management is equally important.
Key features:
- AI-powered assistance: Utilize AI for improved responses, expert suggestions, and predictive analysis to resolve issues swiftly and efficiently.
- Unified service catalog: Support IT and beyond by onboarding your entire organization, creating a single place for all help requests and services.
- No-code workflow builder: Gain autonomy to implement new processes and changes without third-party intervention, ensuring flexibility and rapid adaptation.
InvGate features, pricing, & alternatives →
Verdict: InvGate stands out as a strong contender for best problem management software, particularly for scaling technology companies. Its AI capabilities for issue resolution, unified service catalog, and no-code workflow builder are perfectly designed to streamline operations and reduce downtime, helping you manage asset lifecycles efficiently.
2. Zendesk
Struggling with escalating incident volumes and fragmented tools?
Zendesk provides an AI-powered solution to resolve customer and employee conversations across any channel, enhancing your workflows significantly. This includes AI agents and Copilot.
This means you can resolve common requests instantly and automate workflows, ensuring every employee remains productive. It tackles the pain point of keeping pace with rising incident volume directly.
Here’s how to scale incident response.
Zendesk’s AI Agents offer a complete, AI-powered solution for customer and employee service. This includes features like messaging, live chat, and voice, ensuring omnichannel resolutions.
You can streamline root cause analysis and automate repetitive processes, as Zendesk provides an easy-to-use solution that delivers AI-powered service across every department, like advanced call routing and intelligent IVR for faster, better resolutions. It works out of the box to solve problems immediately. Additionally, its robust integration capabilities and flexible platform allow you to connect customer conversations from all channels. This gives agents the full context they need, reducing effort per ticket by deflecting up to 15% of agent contacts through self-service and automation.
The result is measurable improvements in service reliability and operational efficiency.
Key features:
- AI Agents and Automation: Resolves customer and employee conversations across any channel, automating workflows and instantly handling common requests for increased productivity.
- Omnichannel Resolutions: Offers seamless support through messaging, live chat, and voice, including advanced call routing and intelligent IVR for faster, more effective issue resolution.
- Workforce Management & Integration: Provides tools for efficient employee service, helping you manage teams and integrate with existing systems for a connected, context-rich support environment.
Zendesk features, pricing, & alternatives →
Verdict: Zendesk stands out as the best problem management software, leveraging AI and automation to streamline root cause analysis and incident response. Its complete solution enhances workflows, reducing effort per ticket by up to 15% through self-service and automation, delivering a 286% ROI over three years, according to Forrester.
3. Atlassian
Struggling with escalating incident volumes and fragmented tools?
Atlassian offers a robust Atlassian Cloud Platform, a connected foundation for your system of work.
This means you can unify your problem resolution efforts with flexible project management and high-velocity service delivery tools like Jira and Jira Service Management. The result is streamlined processes.
Ready to simplify your incident response?
Atlassian’s curated app collections, like the Teamwork and Strategy Collections, are designed to solve your specific challenges. This includes powerful apps for optimizing strategy, supercharging teamwork, and even transforming teamwork with AI through Rovo.
You can deliver service faster by connecting Dev and Ops teams on a single platform with customizable features and AI-powered agents. Additionally, tools like Confluence ensure knowledge is centralized, reducing information overload, while Jira Product Discovery helps you capture and prioritize ideas, aligning everyone to a unified roadmap. The outcome is measurable improvements in service reliability and operational efficiency.
While we’re discussing comprehensive software solutions, you might find my guide on Laboratory Information Management System helpful.
Key features: Flexible Project Management: Jira offers flexible project management for planning, tracking, and delivering your biggest ideas, enabling agile team collaboration across all departments. High-Velocity Service Delivery: Jira Service Management provides customizable features and AI-powered agents, connecting Dev and Ops teams for faster incident resolution and improved service. Centralized Knowledge & AI: Confluence consolidates documentation into a single source of truth, while Rovo leverages AI to transform teamwork and enhance collaboration.
Atlassian features, pricing, & alternatives →
Verdict: Atlassian, with its integrated platform and specialized apps like Jira and Jira Service Management, emerges as the best problem management software for IT managers and operations leads at scaling technology companies. It streamlines root cause analysis, automates repetitive tasks, and enhances collaboration, as seen with Lumen reducing cycle time by 200%.
4. SysAid
Struggling with escalating incident volumes and outdated systems?
SysAid’s AI-first ITSM platform tackles these issues by automating manual, repetitive tasks. This means your team can finally escape reactive mode.
The platform empowers your team to focus on higher-value activities like root cause analysis, process optimization, and exploring new technologies. The result? You’re free to innovate.
So, how does this all work?
SysAid introduces Agentic Service Management, an AI-powered system designed to resolve issues and launch workflows automatically. This helps streamline your incident response.
You’ll find AI agents capable of intelligently assessing problems, making decisions, and even taking action on your team’s behalf, complementing your efforts and helping you scale with less struggle. Additionally, SysAid includes AI conversational chatbots, accessible via MS Teams, providing multilingual support and real-time IT assistance. Plus, you can easily build or customize your own AI agents without coding.
SysAid can significantly reduce your average time to repair and resolution times.
While we’re discussing software for managing operations, you might also be interested in my guide on food service management software that can optimize your kitchen processes.
Key features:
- Pre-built AI Agents intelligently assess and resolve issues, complementing your team and enabling you to scale operations with significantly less manual effort.
- AI Conversational Chat delivers empathetic, multilingual support across all channels, helping users resolve issues quickly through predictive and real-time actions.
- CMDB and Asset Management offer AI-powered discovery and real-time intelligence, providing complete visibility and control over your IT environment for effective problem management.
SysAid features, pricing, & alternatives →
Verdict: SysAid stands out as a strong contender for best problem management software, empowering IT managers to automate tasks, improve resolution times, and gain full visibility into their IT environment. With reported benefits like a 70% reduction in average time to repair and onboarding time cut from 3 days to 2 hours, it’s clear SysAid delivers tangible results.
5. BigPanda
Struggling with escalating incidents and operational chaos?
BigPanda provides an agentic ITOps platform designed to automate L1 operations and turbocharge your incident response teams. This means you can proactively predict and prevent outages.
Their AI Detection & Response automatically identifies, prioritizes, and responds to issues before they impact your business, helping you reduce response times from minutes to seconds.
This is how you streamline incident resolution.
BigPanda helps you unify all your operational IT data using the IT Knowledge Graph, breaking down data silos to provide unparalleled intelligence. Furthermore, the AI Incident Assistant augments your escalation experts by automating manual tasks and streamlining collaboration. This means you can increase the speed and efficacy of incident response and prevent recurring incidents. Plus, with Unified Analytics, you get data-driven insights to improve operational resilience and reduce end-user tickets, helping your teams become more efficient. The result is a significant reduction in operational costs and improved service reliability.
Key features:
- AI Detection & Response: Automates L1 operations to detect, prioritize, and respond to incidents faster, preventing business impact and reducing response times.
- AI Incident Assistant: Augments experts by automating tasks, streamlining collaboration, and proactively preventing incidents, increasing response speed and efficacy.
- IT Knowledge Graph & Unified Analytics: Unifies operational data and human knowledge for smarter insights, driving automation and improving overall operational resilience.
BigPanda features, pricing, & alternatives →
Verdict: BigPanda stands out as the best problem management software for IT operations and incident management leads. It excels at automating L1 tasks, predicting outages, and empowering L2/L3/SRE teams with AI assistance. Its ability to unify data, streamline incident workflows, and reduce ITSM costs makes it a compelling choice for scaling technology companies.
Conclusion
Done with the constant firefighting cycle?
I know choosing the right tool is tough. So many vendors make similar promises, which only adds to the information overload for your team.
But this indecision costs more than just time. It directly impacts your operational stability, leaving your team completely drained and unable to focus on making real, lasting progress for your company.
Here is my top recommendation.
After evaluating all the options, InvGate stands out. It’s specifically designed to help your organization shift from reactive fixes to proactive problem-solving.
Its powerful AI assistance and no-code workflow builder can save your IT team over 1,000 hours annually. It’s truly the best problem management software available today.
Beyond just incident resolution, efficient team communication is vital. My guide on best meeting management software provides valuable insights.
I recommend you start a free trial of InvGate to see how it can immediately streamline your entire incident workflow.
You will finally get ahead of problems.
