Showing 1-20 of 36 products
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 option. Applications... Read more
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
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, subtasking,... Read more
Accelo is a cloud-based Service Operations Automation (ServOps) solution that allows users to manage all client-related activities. This solution is suitable for businesses of all sizes across various industry verticals. Accelo automatically... Read more
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 BugHerd's... Read more
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,... Read more
Jira Service Desk is an IT service management solution that assists IT and service teams in incident management, problem management and change management. The solution offers both cloud-based and on-premise deployments. Jira Service... Read more
BugTracker by Zoho is a cloud-based bug tracking solution designed for businesses of all sizes. Key features include bugs automating, bugs viewing, file sharing, bugs dashboard, forums, time tracking and user administration. BugTracker... Read more
Opsgenie is a cloud-based ITSM and issue tracking solution that helps development and operational teams make strategies for service disruptions and remain in control at the time of incidents. It comes with native applications for Android... Read more
Jira Software is a software development 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 roadmaps to... Read more
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, estimate... Read more
SysAid is a cloud-based IT Service Management, service desk and help desk solution that helps users in businesses of all sizes across various industries resolve technology relates issues. Key features include help desk automation,... Read more
ReQtest is a cloud-based bug tracking solution that helps testers and developers to manage test cases and get real-time updates on various routines in the testing process. Key features include visual bug reporting, requirement management,... Read more
HarmonyPSA 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 either on-premise... Read more
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... Read more
TeamSupport is a B2B customer support software that helps teams collaborate together by eliminating miscommunications, improving customer communication and swiftly addressing client issues. TeamSupport has several key features that... Read more
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
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-base.... Read more
Desk.com is a customer support engine for customer service professionals in small and midsize companies. The system integrates with Salesforce and contains reporting features that can help administrators and employees manage customer... Read more
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
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:
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.
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.|
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.
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.