Hello @leandro-fiore, I’m glad to know that you are starting to design your Incident Management Processes in Pipefy. Since Pipefy is a really customizable and easy-to-use tool, you can adapt the whole software to your reality in a matter of minutes, not months. With Pipefy you can create a step-by-step process specially designed to help you track and manage all the incidents reported by your company’s employees. Instead of using emails, forms, or spreadsheets, the main idea would be insuring that all information is stored in the same place, as well as organizing your tasks in a simple way by giving your team detailed instructions, walking them through every step of the process.

Regarding the other solutions you described, Pipefy is much easier to customize and the UX is much more friendly. Pipefy will allow you to customize the software for many more processes and scenarios, respecting your company’s singularities.