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Showing 1 - 25 of 198 products

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 deployed in the cloud or host...Read more about Issuetrak

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 creation. Zoho Desk collates i...Read more about Zoho Desk

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 these widgets include: Issue ...Read more about AuditFindings.com

4.9

(7 reviews)

InvGate Service Management

InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other tablets), and can be pur...Read more about InvGate Service Management

Instabug

Instabug is a hybrid in-app feedback and bug tracking solution that provides businesses functionalities for beta testing, user engagement and crash reporting. Users are provided with customizable software developer kits (SDKs) to set up the solution. ...Read more about Instabug

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 analytical insights via reports and...Read more about Zoho Projects

LiveAgent

LiveAgent is an online Help Desk solution for eCommerce businesses at the small and midsize levels. The platform offers live chat application, ticket management, online self-service portals and change and license management, all as either in-suite or stand...Read more about LiveAgent

HelpDesk

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, feedback and surveys. HelpDesk includes various features such...Read more about HelpDesk

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 and integration with applica...Read more about Zendesk Suite

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 great services while managi...Read more about JIRA Service Management

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 the recording of multiple c...Read more about Vision Helpdesk

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 library) compliance. Servic...Read more about ManageEngine ServiceDesk Plus

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 project requirements, gene...Read more about SpiraTest

Juno.one

Juno.one is a project management solution that provides a comprehensive set of tools for agile teams and companies of all sizes. It includes features for test case management, time planning and tracking, issue tracking and management, as well as project do...Read more about Juno.one

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 other unique workflows. Jira enables users to create project roadmaps to map out all proje...Read more about Jira

BugHerd

BugHerd is the world's leading website feedback and bug tracking tool. It's the go-to tool for web developers, project managers, designers and QA teams who need a simple way to collect and manage feedback on websites and digital projects. - 30% faster w...Read more about BugHerd

GitHub
GitHub

GitHub is a project management and code sharing platform that allows users to share their codes with others and create/iterate using collective intelligence. The software can be used for different kinds of coding assignments including personal, open-source...Read more about GitHub

EngageBay CRM
EngageBay CRM

EngageBay is an integrated marketing, sales, support and CRM solution designed to help small to midsize enterprises acquire, engage and convert website visitors into customers. The cloud-based platform lets businesses use marketing tools to build relations...Read more about EngageBay CRM

Supportbench
Supportbench

A Modern B2B Helpdesk CRM Software. Supportbench is a state-of-the-art Customer Relationship Management Software. We specialize in helping you build loyalty and customer retention through our seamless communication channels. Gain full visibility into wh...Read more about Supportbench

ContentKing
ContentKing

Ensure customers find your most valuable digital content with 24/7 website monitoring from ContentKing, now part of the #1 enterprise organic marketing platform from Conductor. Website changes happen, and they happen fast. That’s where ContentKing for C...Read more about ContentKing

ClickUp
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 toolbar. Users can assign ...Read more about ClickUp

Giva
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 is intuitive and easy-to-u...Read more about Giva

Naverisk
Naverisk

Naverisk is a remote monitoring and management solution for businesses of all sizes. The solution is used by managed service providers and IT professionals. Key features include technology monitoring, management patching, alerting, scripting and automation...Read more about Naverisk

BOSSDesk
BOSSDesk

BOSSDesk ITSM Help Desk Ticketing System on the Cloud and On Premise Turning ticket management into an exceptional customer experience! With rapidly increasing service requests, is your company maximizing its investment in your service management solutio...Read more about BOSSDesk

Userback
Userback

Userback is a powerful user feedback and bug-tracking tool designed to help product teams collect more feedback and act on it faster. Whether you're a software developer, product manager, or designer, Userback provides a seamless way to gather and manage ...Read more about Userback

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FrontRunners Logo

Your Guide to Top Issue Tracking Software, August 2024

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

Learn how products are chosen

Explore FrontRunners

“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 the 15th of the month prior to publication.

Buyers Guide

This detailed guide will help you find and buy the right issue tracking software for you and your business.

Last Updated on January 27, 2025

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.