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JIRA Service Management

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 of ...Read more about JIRA Service Management

BugHerd

BugHerd is a cloud-based issue tracking and project management software solution for web developers and designers. The solution helps convert client feedback into tasks, which include all the needed changes and screenshots. With...Read more about BugHerd

Zoho Desk

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 about Zoho Desk

Zendesk Suite

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 about Zendesk Suite

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 about Halo Service Desk

4.9 (7 reviews)

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 about Vision Helpdesk

VIZOR IT Asset Management

VIZOR ServiceDesk from Vector Networks is a cloud-based modular IT management platform that helps businesses to manage their IT and software related assets and services. Additionally, it also helps businesses to manage the license...Read more about VIZOR IT Asset Management

4.0 (1 reviews)

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 about AuditFindings.com

4.9 (7 reviews)

SpiraTest

SpiraTest is a cloud-based software that helps users streamline software developmetn and testing operations. Businesses can manage project requirements, releases, defects, test cases and issues. SpiraTest allows users to define ...Read more about SpiraTest

Zoho Projects

Right from 2006, Zoho Projects has been a major contributor to every project management need. Automating workflows, allocating tasks, recording time logs, relaying project updates, effective team collaboration, gathering analytica...Read more about Zoho Projects

SQUEAKS

SQUEAKS is a Smart Factory digital communication and collaboration platform that helps teams better understand "what's important now" while at the same time more effectively solve problems that are creating line stoppages, quality...Read more about SQUEAKS

4.5 (6 reviews)

SprintGround

SprintGround is a cloud-based project management solution designed for small and midsize businesses. The product caters to both IT companies as well as in-house IT teams. It allows users to organize their work, collaborate with th...Read more about SprintGround

5.0 (2 reviews)

Shortcut

Shortcut is a cloud-based project management platform that helps small to large enterprises manage tasks and streamline communication between team members. It enables users to create stories that comprise of features, bugs or chor...Read more about Shortcut

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CloudBlue PSA

CloudBlue PSA is a hybrid professional services automation (PSA) solution that helps cloud-based managed service providers and software companies of all sizes to manage their business operations. The solution can be deployed eithe...Read more about CloudBlue PSA

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Alloy Navigator

Alloy Navigator is an IT service and asset management solution that enables organizations of all sizes to manage their IT operations. This solution offers a fully integrated help desk, network inventory, knowledge base capabilitie...Read more about Alloy Navigator

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IncidentMonitor

IncidentMonitor is an information technology service management (ITSM) solution to support IT, ITIL and other business processes. It can be deployed on-premise or hosted in the cloud. The service management framework offers I...Read more about IncidentMonitor

4.1 (7 reviews)

Squadcast

Squadcast is the Only integrated platform that unites on-call alerting and incident management along with Site Reliability Engineering (SRE) workflows under one hood and, in turn, automates human tasks efficiently. Our goal is to ...Read more about Squadcast

4.5 (8 reviews)

TeamSupport

TeamSupport is a robust customer support solution designed to improve customer satisfaction, simplify workflows, and make agents’ lives easier. We empower teams of all sizes to consolidate channels, shorten time to resolution, col...Read more about TeamSupport

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Giva

Giva is a cloud-based IT help desk that offers ticketing, knowledgebase, asset management, change management, dashboards, self-service portal, user satisfaction surveys, reporting and a mobile app at a very affordable price. Giva ...Read more about Giva

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SysAid

SysAid empowers organizations to deliver exceptional service – automagically. A comprehensive, next-gen ITSM platform, SysAid comes ready for action with generative AI baked into every element of service management, all wrapped up...Read more about SysAid

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Buyers Guide

Last Updated: March 16, 2023

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.