We've helped many businesses find issue tracking software so they can automate capture of customer complaints and resolve them efficiently. How does it work?

Issue Tracking Software

 
Freshservice logo
 
Designed to simplify enterprise IT operations, Freshservice is a complete service desk that suits every organization's IT needs. Freshservice is a cloud-based solution. Freshservice comes with features including a ticketing system,... Read More
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Designed to simplify enterprise IT operations, Freshservice is a complete service desk that suits every organization's IT needs. Freshservice is a cloud-based solution. Freshservice comes with features including a ticketing system,... Read More
 
Samanage logo
 
Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM). Samanage offers comprehensive service desk functionality that helps your business respond to service requests, resulting in improved... Read More
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Samanage is suitable for companies seeking a help desk solution that offers IT service management (ITSM). Samanage offers comprehensive service desk functionality that helps your business respond to service requests, resulting in improved... Read More
 
Freshdesk logo
 
Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read More
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Offering multi-channel customer support, Freshdesk brings together every customer conversation into a centralized interface, helping customer support agents address and resolve trouble tickets. Whether the interaction occurs over... Read More
 
PhaseWare Tracker logo
 
PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Applications for help desk and customer service can be supplemented with a web self-service... Read More
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PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Applications for help desk and customer service can be supplemented with a web self-service... Read More
 
ServiceWise logo
 
ServiceWise by TechExcel is a comprehensive service desk solution that offers a single solution to manage help desk, employee self-service, knowledge management and customer service and support. With ServiceWise, organizations can... Read More
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ServiceWise by TechExcel is a comprehensive service desk solution that offers a single solution to manage help desk, employee self-service, knowledge management and customer service and support. With ServiceWise, organizations can... Read More

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JIRA logo
 
JIRA Software is an issue and project tracking tool designed for software development teams of all sizes, across all industries. It includes workflow mapping and issue tracking with several development capabilities. These capabilities... Read More
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JIRA Software is an issue and project tracking tool designed for software development teams of all sizes, across all industries. It includes workflow mapping and issue tracking with several development capabilities. These capabilities... Read More
 
Agiloft logo
 
Agiloft is a configurable platform that includes integrated applications for help desk, customer service, web self-service, knowledge management and contract management. It offers the ability to customize different aspects of the system,... Read More
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Agiloft is a configurable platform that includes integrated applications for help desk, customer service, web self-service, knowledge management and contract management. It offers the ability to customize different aspects of the system,... Read More
 
ManageEngine ServiceDesk Plus logo
 
ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well as project management, contract management and features for ITIL (information technology infrastructure library)... Read More
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ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well as project management, contract management and features for ITIL (information technology infrastructure library)... Read More
 
Vizor Complete logo
 
Vizor provides a customizable IT asset management and cloud-based issue tracking system for delivering full IT management and support. Network devices are discovered and audited, then managed through identification, allocation and... Read More
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Vizor provides a customizable IT asset management and cloud-based issue tracking system for delivering full IT management and support. Network devices are discovered and audited, then managed through identification, allocation and... Read More
 
Desk.com logo
 
Desk.com is a customer support engine for customer service professionals in small and midsize companies. The system integrates with Salesforce and contains a variety of reporting features that can help administrators and employees... Read More
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Desk.com is a customer support engine for customer service professionals in small and midsize companies. The system integrates with Salesforce and contains a variety of reporting features that can help administrators and employees... Read More

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Issuetrak logo
 
Designed for help desk and customer support staff, Issuetrak provides a solution that includes knowledge management and field service tools in addition to support modules. The system can be deployed on the cloud or on local servers... Read More
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Designed for help desk and customer support staff, Issuetrak provides a solution that includes knowledge management and field service tools in addition to support modules. The system can be deployed on the cloud or on local servers... Read More
 
Rollbar logo
 
Rollbar is a cloud-based bug tracking and monitoring solution for organizations of all sizes. Rollbar works with programming languages and frameworks including JavaScript, Python, .NET, Drupal and Pyramid. On-premise deployments are... Read More
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Rollbar is a cloud-based bug tracking and monitoring solution for organizations of all sizes. Rollbar works with programming languages and frameworks including JavaScript, Python, .NET, Drupal and Pyramid. On-premise deployments are... Read More
 
VelocityEHS logo
 
VelocityEHS is a cloud-based environment, health, safety (EHS) and sustainability solution that helps users gain visibility and manage risk across their organization. VelocityEHS modules include incident management, audit and inspection,... Read More
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VelocityEHS is a cloud-based environment, health, safety (EHS) and sustainability solution that helps users gain visibility and manage risk across their organization. VelocityEHS modules include incident management, audit and inspection,... Read More

 

Buyer's Guide

by Eileen O'Loughlin,
Market Research Associate
Last Updated: August 15, 2017


In today’s business environment, it is essential to deliver fast and effective customer service. This is because a positive customer experience is key to attracting—and retaining—clients. In order to be able to provide quality customer service, it’s essential for businesses to be able to track all customer issues, including requests and complaints, in a central repository, so they can be managed and resolved in the best way possible.

This is where issue tracking software can help. To that end, we’ve put together this guide to help buyers understand what issue tracking software is and how it can benefit their business. Here’s what we’ll cover:

What Is Issue Tracking Software?
Common Features of Issue Tracking Software
Benefits of Issue Tracking Software
Common Buyers of Issue Tracking Software

What Is Issue Tracking Software?

An issue tracking solution offers end-to-end ticket management for service related requests. This includes capturing customer service requests and complaints, categorizing them and distributing them to the right people so they can be resolved most efficiently. In addition to solving customer queries, issue tracking software records all the customer requests, which can then be used by organizations to identify areas for improvement in the quality of their products and services.

Common Features of Issue Tracking Software

Most issue tracking solutions offer some or all of the following functionality:

Ticket management Allows users to create customer issue tickets based on the specific customer request.
Assignment management Using data from the ticket fields, an issue management solution assigns the tickets to the right people based on their availability and area of expertise.
Task management This functionality allows users to create task lists directly from the issue tickets. This allows users to track the status of their requests from ticket capture to close.
Knowledge base Maintains records of all the customer tickets in a central location. The resulting knowledge base is useful for agents, who can use the database to search for and find answers to previously resolved customer queries.
Dashboard Allows customer service managers to track the status of their requests in the form of charts and graphs. This helps users track the performance of all customer service agents in a single place.
Issue auditing This functionality helps users perform audits on past issues based on a defined criteria. Such criteria may include agent name, time and types of requests.
Escalation management This feature allows users to record and update the status of tickets requests.

Benefits of Issue Tracking Software

Issue tracking solutions are gaining popularity in the market as more and more businesses have started focussing on improving the quality of their customer service. Below are some of the most common benefits of using an issue tracking solution.

Automated issue capture. An issue tracking solution allows users to capture customer requests using different methods such as online forms, phone calls and emails. Online forms allow users to capture customer requests using custom fields, which helps them to categorize tickets and route them the most appropriate customer agents.

Automated alerts. When handling a large number of customers queries, there is always the chance that some of the requests will slip through the cracks. Automated alerts help solve this problem. Once a ticket is created and assigned, agents receive automated reminders via email and text messages that keep them updated on the status of customer requests in real time until the issue has been resolved.

Customer database integration. Help desk agents often need to refer to customer information during their calls. These details are also required while validating the customer calls and identifying the issue tickets. Many issue tracking solutions integrate with an organization’s customer relationship management (CRM) software in order to provide easy access to customer data.

Knowledge base. An issue management solution allows users to create a centralized knowledge base for handling customer queries. Users can design knowledge base to list the answers to the most popular customer queries at the top so customer agents can easily find and refer to them during calls.

Customer feedback. An issue tracking solution enables customers to share feedback after an agent has answered their query. This data can be analyzed to improve the quality of customer service.

Identifying opportunities for new features. Customer feedback and complaints can also be used by software and web developers to identify and fix bugs and to help organizations identify what new additions to add to their products and services. For example, if a lot of users request integration with a popular third-party solution, software developers may consider adding that functionality.

Content creation. Issue management systems record all customer queries in a central location. Companies can leverage this data to understand common customer challenges and create content accordingly, such as FAQ sections or guides.

Continuous improvement. Businesses need to continuously evolve their products and services in order to retain their existing customers and acquire new customers. Analyzing customer complaints and requests is a valuable way to identify key problems and determine areas for improvement.

Common Buyers of Issue Tracking Software

Most buyers of issue tracking software fall into one of the following two buckets:

Small and midsize businesses: SMBs typically have fewer than 50 employees. The biggest concerns among the buyers in this segment are pricing and the lack of a dedicated IT department. Buyers in this segment often choose to evaluate cloud-based software, which generally offers a lower initial cost, as well as a subscription-based pricing model and ease of use for non-technical business users. Cloud-based software also allows users to store their data in the cloud and eliminates the need to maintain expensive in-house servers and databases.

Large businesses: Businesses of a larger scale many use a number of existing software systems, such as CRM and accounting software. In order to ensure the optimal use of these systems, buyers should evaluate issue tracking systems that can integrate with existing software. A well-integrated system that connects all customer data enables users to access a wide variety of customer information, which can help speed issue resolution and lead to greater levels of customer satisfaction.

 

 

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