Issue Tracking Software

Finding software can be overwhelming. We've helped many businesses find issue tracking software so they can automate capture of customer complaints and resolve them efficiently.

Showing 1-20 of 90 products

SolarWinds Service Desk FrontRunners 2021

SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses... Read more

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Zendesk FrontRunners 2021

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features an... Read more

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Cayzu

Cayzu is a cloud-based help desk management solution designed for small and midsize businesses. It offers ticket management, issue management, a self service portal and automated routing functionalities within a suite. The so... Read more

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Wrike FrontRunners 2021

Wrike is a cloud-based project management platform for teams of 20+ that is suitable for both large enterprises and SMBs. It supports remote work for various teams. This solution comes with Gantt charts, calendars, workload view f... Read more

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Enablon Incident Management

Enablon Incident Management is an artificial intelligence (AI)-enabled solution that helps businesses report and resolve workplace incidents. It enables managers to conduct audits, create preventive action plans and ensure safety ... Read more

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Tracker

PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Flexible deployment options include on-premise installation and a cloud-based opt... Read more

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JIRA Service Management FrontRunners 2021

Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks high-velocity teams. IT is in the midst of rapid transformation to build capabilities that enable quick delivery ... Read more

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Backlog FrontRunners 2021

Backlog is a cloud-based project management and issue tracking solution that caters to development teams working with design, marketing and IT teams. The key features of the solution include project and issue management, subtaskin... Read more

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Halo Service Desk

Halo Service Desk is an ITIL aligned help desk software that offers ticket tracking and customer relationship management modules with reporting capabilities. The system can manage help desk requests, integrate with email and calen... Read more

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Zoho Desk FrontRunners 2021

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creat... Read more

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AuditFindings.com

AuditFindings.com is a robust web-based audit issue tracking platform that has a user-friendly dashboard that provides easy access to key information. Various widgets on it help users to view audit related information. Some of the... Read more

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Vision Helpdesk

Vision Helpdesk is a cloud-based ticket management solution for businesses of all sizes across multiple industry segments. This software allows businesses to automate ticket workflow using rule-based criteria and centralize t... Read more

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LiveAgent FrontRunners 2021

LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all a... Read more

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HelpDesk FrontRunners 2021

HelpDesk is a cloud-based ticketing software that helps small to large businesses deliver customer support services. The platform enables users to manage client communication, queries, tickets, feedbacks and surveys. HelpDesk... Read more

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ManageEngine ServiceDesk Plus FrontRunners 2021

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 librar... Read more

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ChangeGear

ChangeGear is SunView Software’s flagship IT Service Management platform solution. ChangeGear delivers a comprehensive solution for enterprise with innovative IT Service Management capabilities, ITIL-based modules, the award... Read more

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Freshservice FrontRunners 2021

Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledge... Read more

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Bitrix24

Bitrix24 is a client management solution that provides a platform for businesses to organize and track interactions with potential or existing clients and partners. The software allows users to log and manage client interactions, ... Read more

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atSpoke

AtSpoke is a cloud-based help desk and ticketing solution suitable for small and midsize companies to help them manage their work requests. The solution can be used across human resource, IT, office management and other department... Read more

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ClickUp

ClickUp is a cloud-based collaboration and project management tool suitable for businesses of all sizes and industries. Features include communication and collaboration tools, task assignments and statuses, alerts and a task toolb... Read more

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Buyers guide


Last Updated: May 14, 2021

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.

 

FrontRunners

Your Guide to Top Issue Tracking Software, June 2021

Software Advice uses reviews from real software users to highlight the top-rated Issue Tracking Software products in North America.

Learn how products are chosen

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“Usability” includes user ratings for Functionality and Ease of Use.“Customer Satisfaction” includes user ratings for Customer Support, Likelihood to Recommend and Value for Money.Reviews analysis period: The reviews analysis period spans two years and ends on the 15th of the month prior to publication.