IT Incident Management
Manage workflows like incident reporting, ticket lifecycle, status monitoring, etc. of the IT process at your company.
Incidents
Maintain all IT incidents and associated records in a central repository.
Ticket
Route incidents through rule-based, multi-stage, multi-role workflows.
Status
Track the status of every incident from reporting to closure.
Integration
Connect with Jira, Microsoft Entra ID, Slack, and 1,000+ product integrations, plus REST API.
AI
Customize the application to your company's workflows and process using AI.
Security
Protect your data with SSO, ISO/IEC 27001, and SOC 1 & 2 Type II certifications.
Manage all your requirements from a unified interface
Ticket
Open an incident record (IR) and classify it based on category/sub-category hierarchy. Assign the ticket to the right roles based on rules. Manage the lifecycle of the ticket from initiation to closure of the incident.
Status
Monitor the status of the incident (new, assigned, in-progress, on-hold, resolved, closed, canceled, etc.). Configure notifications and auto escalation/de-escalation logic based on the status.
Workflows
Route the IR through multi-stage workflows based on the P1–P4 impact-urgency matrix, L0–L4 tier ranking, or if/then/else conditions. Group incidents into a master incident and mass update tickets on incident resolution.
Post Incident Review
Initiate the post incident review (PIR) process and set up closure of the ticket only after resolution completion. Launch the change advisory board (CAB) process post PIR.
Standard Operating Procedures
Set up standard operating procedures (SOP). Configure high-impact, low-frequency incidents to bypass routine workflow routes. Ensure process compliance from incident logging (IL) to satisfaction surveys (CSAT).
Service Level Agreements
Trigger hierarchical escalations when incident resolutions breach SLAs or mandated timelines. Monitor key metrics like first response time (FRT), mean time to repair (MTTR), time to resolution (TTR), and more.
Frequently Asked Questions
Zoho Creator is an AI-powered application development platform that's used to automate business processes and workflows in organizations. With it, you can build custom applications specific to your requirements.
The IT Incident Management application is installed and runs on Zoho Creator. You can fully customize the application to your company's requirements if desired.
Yes, there is a 15-day free trial.
Yes, you can book a demo from here.
Zoho Creator ensures the logical separation of your data from everyone else's. Data retention and backup happens in a secure manner, and all data is stored in data centers in multiple geographies to ensure enterprise-grade security and high availability.
You can find the pricing plans here.