Comparisons
Incident management software: six criteria and eight products according to their own websites
Anyone searching for “incident software” finds two worlds with the same name. One is IT: user tickets, service agreements and knowledge bases. The other is faults in a physical place: the cold room that stops cooling, the blown light on the factory floor, the meeting-room air conditioning. They look alike on screen and are used very differently. Here are six questions to know which one you want, eight products described with what their own websites said on 4 November 2026 and, finally, Bedel, which publishes this page.
Six questions before asking for a demo
An incident is anything that goes wrong and someone has to resolve; on premises, almost always a fault report. These questions separate the product that fits from the one that only looks the same in the demo:
- IT or facilities? IT products (help desk, ITIL) serve users asking a department for something: passwords, devices, access. Operations products follow faults in a warehouse, a shop, a hotel or an office until someone fixes them. If yours are taps, cold rooms and shutters, a help desk is too much on one side and too little on the other.
- Who reports, and from where? Check whether whoever sees the problem must open an app, log into a portal or fill in a form, or can report from what they already use. The more steps, the fewer reports come in and the more go back to the corridor.
- Who fixes it? An in-house technician, a field engineer from a service company or an outside supplier. Ask how the job reaches them and whether they need an account.
- What happens if nobody picks it up? A deadline (SLA) only helps if someone notices when it runs out. Ask who a forgotten incident goes up to, and how: email, a dashboard, the phone. More in escalation matrix.
- Is there a record with times and evidence? When it was reported, when someone took it and when it was closed, with a photo if needed, exportable to a spreadsheet for an audit or a meeting.
- One piece or a suite? Many also bring invoicing, time tracking, room booking or quality. Fine if you will use it; if not, it is more to learn and more to pay for.
Eight products, described with their own websites
The ones on Google's first pages for “software incidencias” in Spain, from two sides: two IT products and six for operations. Each cell sums up its website on 4 November 2026; “not mentioned” means the page we read is silent on it, not that the product cannot do it.
| Product | Who it presents itself for | Who reports, and how | Follow-up | Also | |
|---|---|---|---|---|---|
| ServiceTonic | IT and enterprise service management, aligned with ITIL | Email, user portal, phone, chat or WhatsApp | Yes, as one of the intake channels | Service level agreements (SLA) | Assets and CMDB, knowledge base and chatbot |
| Xperta | User support and service management; also whistleblowing and smart city | Mobile-ready web and live chat between user and technician | Not mentioned | Resolution workflows designed without code, and scheduled actions | Knowledge base and several languages |
| Solved | Industrial plants: incidents and non-conformities | A Teams message, an email, a voice note or its form; an AI turns it into an incident | Only in a customer quote, as the chaos before | Code, category, owner and closing date | Quality records and an MCP server for AI assistants |
| Itcons | Maintenance companies, technical services and construction | From its platform or mobile app | Not named; it presents calls, emails and “informal messages” as the problem | Status, owner and follow-up of each incident | Job sheets, delivery notes, time tracking and absences |
| Fixner | Field service, maintenance, installers and multi-trade firms | A single panel; the client, from its own portal | Not mentioned on that page | Service orders assigned to the technician, in real time | Invoicing, inventory and CMMS |
| Limbit | Supermarkets, restaurants and hotels, petrol stations, construction and food industry | From its software, with photo or video as evidence | It presents it as the problem: incidents “scattered across paper, email or WhatsApp” | Owners, work orders and PDF or Excel reports | HACCP, audits and traceability |
| Hybo | Offices; it started as desk and room booking software | Employees, from its app or web portal, also by QR code | Not mentioned | Email to the owners of each category; whoever reported sees the status | Desk, room, canteen and parking bookings |
| GQF Tools | Internal incidents and customer complaints | Desktop version and mobile app | Not mentioned | One manager per incident type and root-cause analysis | Business intelligence and document management |
What each product's website said on 4 November 2026. We do not score or link to any of them.
What shows when you compare them
- The two IT products stand out at once: ITIL, SLA, CMDB and knowledge base. They suit a department handling requests, not a kitchen reporting a cold room.
- Only ServiceTonic says it takes in incidents arriving on WhatsApp. Limbit and a Solved customer name it as the mess they get you out of, and Itcons talks of “informal messages”. Everywhere else, whoever reports goes into its app, portal or form.
- Solved is the only one that accepts the report as it comes (Teams, email or voice note) and sorts it with AI, built for an industrial plant.
- Nearly all are suites: invoicing in Fixner, time tracking in Itcons, bookings in Hybo, quality in Solved, Limbit and GQF Tools. The incident is one more module.
- Only two let you report without going into their app, portal or form: ServiceTonic, by email, phone, chat or WhatsApp, and Solved, by Teams, email or voice note.
Where Bedel fits: on-site faults, on WhatsApp
Bedel publishes this page and is not in the table. It sits on the facilities side and does one thing: makes sure a fault arrives and gets closed. Whoever sees it, if they are on the site's list, writes to the business's WhatsApp, with text, a photo or a voice note, without installing anything. Bedel puts the report on the phone of whoever fixes it, in-house technician or outside supplier, and keeps three times: when it was reported, when someone took it and when it was fixed. If nobody picks it up, it goes up to the manager. Whoever reported it knows when it is solved, and everything exports to Excel. Dated inspections the business keeps in a spreadsheet are reminded every month, on WhatsApp, to whoever runs them. How it works, in incident management on WhatsApp; which part runs on its own, in automatic incident handling on WhatsApp.
What Bedel is not, so nobody wastes a demo:
- It is not an IT help desk: no knowledge base, no CMDB and no customer portal. The site's team reports, not customers.
- It is not a CMMS. It does not keep an asset inventory, or orders with materials and costs.
- No invoicing, time tracking or room booking, and no quality or audits.
- It does not connect to the products in the table: what comes out of Bedel is an Excel export.
By sector: restaurants, hotels and offices. If today you run a group chat, see WhatsApp group or incident manager; if you want full maintenance software, see best CMMS.
Frequently asked questions
What is incident management software?
Software where whatever goes wrong is logged, assigned to whoever resolves it and followed until closed, with its times. There are two families: IT (help desk, ITIL), which serves user requests, and operations, which follows faults in facilities. Before comparing products, it is worth knowing which one you mean.
What is the difference between a help desk and a fault manager?
A help desk is built for a department handling requests, with service agreements, a catalogue and a knowledge base. A fault manager is built so whoever sees a problem on site reports it quickly and it reaches whoever fixes it. Using a help desk for the second usually ends in reports nobody makes because they take effort.
Is there incident software where you report on WhatsApp?
According to their websites on 4 November 2026, of the eight only ServiceTonic says it takes in incidents arriving on WhatsApp, alongside email, portal or phone, and it is IT service software. Bedel, which publishes this page, is built on that: whoever sees the fault writes to the business's WhatsApp and it reaches whoever fixes it.
Which incident software suits a business with premises?
If you have in-house technicians, lots of equipment and want an inventory, a CMMS or a suite like those in the table. If what fails is the report getting lost between calls, the corridor and the group chat, what matters most is that reporting is easy and someone notices when nobody picks it up. Try a real case: a fault on a Saturday night, and who hears about it.
Do you have to install anything to use Bedel?
No. Whoever reports writes to the business's WhatsApp and whoever fixes it gets the report on theirs. The dashboard to see incidents and download the Excel opens in the browser.
Does Bedel replace a help desk or a CMMS?
No. It is not an IT help desk and it is not a CMMS: it does not keep an asset inventory, a knowledge base or invoicing, and today connects with no other product. It is where on-site faults come in and where their path is kept, with its times.
Comparisons
- CMMS on WhatsApp for premises and residencesWhat a CMMS is, what a team really needs from maintenance, how corrective and preventive differ, and when WhatsApp is enough and when you need dedicated software.
- Automatic incident handling on WhatsAppWhich part of an incident can be answered and moved on its own over WhatsApp, what a person still does, and how it differs from an auto-reply or a chatbot.
- WhatsApp for hotels: guest customer serviceThe four types of WhatsApp software for a hotel, what each one solves, and why guest service usually fails after the conversation: when what the guest asked for has to be fixed.
- Maintenance software for hotels in Spain, 2026Six criteria built for a hotel, ten products described with what their websites say, and where Bedel fits, which is not one of them.
- Maintenance software for restaurants, 2026Six criteria built for a kitchen, nine products described with what their websites say, and where Bedel fits, which is not one of them.
- Maintenance software for buildings in Spain, 2026Six criteria built for a building, ten products described with what their websites say, from CMMS to block management, and where Bedel fits.
- WhatsApp at work in Spain: group or incident managerWhatsApp groups at work in Spain: what the AEPD has ruled, what the right to disconnect adds and how a group compares with an incident manager for faults on business premises.
- CMMS or Excel for maintaining business premisesWhen a spreadsheet is enough and when a CMMS is needed, how to build the preventive plan in Excel and which records the law says to keep.
- Best CMMS for businesses with premises: criteriaSix criteria built for premises, seven CMMS described with what their websites say, and where Bedel fits, which is not one of them.
Rules by sector
- Restaurants and barsThe obligations of a restaurant or a bar in Spain: what is specific to the kitchen and the checks on the premises, each with the condition that triggers it, how often it applies and its article.
- GymsA gym: no national law; qualifications, insurance and notices under each region's sports professions act, plus low voltage, Legionella, pool, RIPCI and defibrillator as premises.
- HotelsA hotel: guest register and reporting within 24 hours, regional classification, low voltage and lift as a public-assembly venue, RIPCI, Legionella, pool, kitchen and defibrillator.
- Residents' associationsThe obligations of a Spanish residents' association: upkeep, reserve fund, owners' meeting and administrator under the Horizontal Property Act, building logbook, building inspection and the checks on each communal installation.
- Shops and franchisesA shop: responsible declaration up to 750 m², opening hours, prices, franchises with no register since 2018, complaint forms, accessibility adjustments and the inspections of premises open to the public.
- OfficesThe obligations of an office in Spain: temperature and upkeep of the premises, screen work, health and safety, coordination with contractors, internal reporting channel, right to disconnect and building checks.
- SchoolsA school: minimum facilities, protocols against violence and a wellbeing coordinator, canteen and menus from April 2026, self-protection and the building inspections.
- Industrial unitsAn industrial unit: fire inspection every five years under the 2025 regulation, chemical storage (APQ), air receivers, work equipment, low voltage, cooling towers and self-protection.