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Jira
Jira
Jira Software is a business process management tool used by agile teams to plan, track and release software. Jira Software supports Scrum, Kanban, a hybrid model or another unique workflow. Jira enables users to create project r...Read more about Jira
SolarWinds Service Desk
SolarWinds Service Desk
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 about SolarWinds Service Desk
JIRA Service Management
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
Backlog
Backlog
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 about Backlog
Zoho Desk
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 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
IssuTrax
IssuTrax
IssuTrax is a complaint management software designed to help businesses in the hospitality sector manage facility maintenance operations. The platform enables administrators to collaborate with colleagues on guest service order re...Read more about IssuTrax
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
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 about ManageEngine ServiceDesk Plus
Zoho Projects
Zoho Projects
Zoho Projects is a cloud-based project management solution designed for small and midsize companies. It offers project scheduling and budgeting, which allows project managers to define project tasks, assign them to their teams, es...Read more about Zoho Projects
Halo Service Desk
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
Civita App
Civita App
Civita App provides community engagement facilities for civic institutions and other administrative bodies. It integrates a range of information, reporting, and administrative tasks into a single platform. Users can use the system...Read more about Civita App
Freshservice
Freshservice
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 about Freshservice
VIZOR IT Asset Management
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
Issuetrak
Issuetrak
Issuetrak is a flexible issue tracking software solution that can be configured to suit the needs of a variety of industries and usages, including IT Help Desk, Customer Support, Project Management, and more. Issuetrak can be dep...Read more about Issuetrak
AuditFindings.com
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
Userback
Userback
Userback is a visual feedback solution and is the fastest way to collect feedback on your website, web app and creative projects. With Userback it’s easy to collect high-quality feedback directly from your website with annotated ...Read more about Userback
Alloy Navigator
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
SpiraTest
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
Project Insight
Project Insight
Project Insight (PI) is award-winning work & project management software that helps companies manage and visualize projects, allocate personnel, streamline accounting, and track what work is being done throughout their entire orga...Read more about Project Insight
Canfigure
Canfigure
Canfigure is a modular solution CMDB, Asset Management, Service Management, Change Management and more. You can choose the modules that you require and customize them to suit your business. Canfigure comes with all the tools nece...Read more about Canfigure
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Buyers Guide
Last Updated: March 16, 2023In 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.