Best Issue Tracking Software
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PRODUCTS
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BUYER'S GUIDE
Buyer's Guide
By Kriti Sahay, Technical Writer at SelectHub
Support tickets are the most basic components of customer support: after all, every customer service request begins with a support ticket. Maintaining a structured workflow for tracking tickets from the point of submission to resolution is the backbone of any help desk system. This is where issue tracking software comes in.
Issue tracking software helps track, organize and categorize tickets, and streamlining customer support. By tracking the journey of each ticket from submission to resolution, you can keep your help desk system fast and efficient as well as monitor performance, productivity and progress at individual, team and organizational levels.
This guide explains what issue tracking software is, its primary benefits and key features. We hope this will be the first step in your journey toward choosing the right software for your business!
Executive Summary
- Issue tracking software helps organizations systematically track and organize their help desk ticketing and issue tracking processes.
- It improves efficiency, speeds up issue resolution and improves collaboration between teams.
- Be sure to ask potential vendors any questions you may have before committing to a software.
What Is Issue Tracking Software?
Issue tracking software is a platform that helps organizations systematically track and monitor support tickets, streamline their help desk ticketing system and maintain an efficient customer support workflow.
When a customer encounters an issue with their product or in using a service, they communicate these issues to the brand in the form of a support ticket. In large organizations, customer support teams often have to deal with hundreds of support tickets every day. Issue tracking software can be crucial in making sure tickets don’t get lost, duplicated or overlooked.
Dashboards and dynamic, real time visualizations help support teams keep track of tickets in an easy to understand and intuitive format. Moreover, you can integrate your issue tracking software with your CRM system for a more organized, comprehensive and methodical CRM workflow.
Issue Tracking Software Vs Bug Tracking Software
Issue tracking software and bug tracking software might sound similar, but, while they have some overlapping capabilities, they’re different types of software.
Bug tracking software is mainly used in software development to track issues like bugs in the code. There’s an overlap between bug tracking software and some types of agile project management software, like Jira, which are primarily used for bug tracking.
Issue tracking software can be used to track bugs and other issues reported by customers or internally by employees. But these issues aren’t limited to problems with software — instead, they range from things like billing issues to general queries. Issue tracking software is primarily a customer service platform and not a project management tool, although it can be used as such by customer service employees.
Primary Benefits
What are some of its benefits? Let’s take a look!
Increased Efficiency
A 2021 study by TCS found that companies that are considered “leaders” in terms of revenue and profit were more likely to focus on customer centricity as a top priority. Additionally, 62% of leaders said that customer service needs to be the first area of improvement by 2025.
Issue tracking software can help you achieve this improvement. You can organize tickets by priority which ensures timely issue resolution and improved allocation of time and resources. You can also automate processes like ticket categorization, agent allocation and assigning ticket priority levels. This enables you to create a more efficient help desk system and expedite issue resolution.
Improved Collaboration
According to a 2023 report by Zendesk, 71% of business leaders agree that customer support agents are essential in driving sales. Issue tracking software can improve individual agent productivity as well as promote teamwork and collaboration.
Tools like call conferencing and call transfers can help teams work collaboratively for more effective information-sharing and swift issue resolution. Sharing or splitting tickets allows agents with different expertise to work together and resolve issues more effectively.
Multi-channel Support
- AI Chatbots
- Automotive CRM
- Channel Management
- Chatbot Platforms
- Chatbot
- Chatbots For Support
- Church CRM
- Cloud CRM
- Complaint Management
- Computer Inventory
- Construction CRM
- Contact Management
- Conversational AI Platforms
- CRM For Commercial Real Estate
- CRM For Consulting
- CRM For Macs
- CRM Insurance
- CRM
- CRM Software For Project Management
- Custom CRM
- Customer Analytics
- Customer Database
- Customer Engagement Platforms
- Customer Profile
- Customer Retention
- Customer Service
- Customer Success
- Ecommerce CRM
- Email Ticketing Systems
- Email Tracking
- Financial Services CRM
- Fundraising CRM
- Help Desk
- Help Desk Software For Schools
- Higher Education CRM
- Hotel CRM
- Influencer Marketing
- IT Ticketing Systems
- Knowledge Base
- Knowledge Management
- Lead Management
- Live Chat For Customer Service & Support
- Live Chat
- Marketing Analytics Software Tools
- Marketing Attribution
- Mortgage CRM
- Online CRM
- Online Help Desk
- Pharmaceutical CRM
- Remote Desktop
- Restaurant CRM
- Retail CRM
- Sales Force Automation
- Sales Management
- Sales Mapping
- Service Request
- Ticketing
- Travel Agency
- Venue Management
Customers are interacting with companies through a whole host of different channels, including in-store, online, phone and email. A 2023 Salesforce report found that 73% of customers had used multiple channels to start and end a transaction.
This makes the ability to provide multi-channel customer support incredibly important. However, keeping track of support tickets across multiple channels can be tricky.
Issue tracking software improves accuracy and helps avoid problems like lost or duplicated tickets across different channels. You can easily monitor and manage tickets across multiple channels like email, phone and live chat from one centralized program.
Improved Data Visualization and Analysis
Data can be used to create more personalized and user-optimized customer experiences. According to Zendesk, customers are now eager for deeper personalization. 62% of customers agree that personalized customer support responses are better. Collecting and using customer data is your key to creating them.
Issue tracking software can be used to collect data on customers, daily ticket volume, agent performance, response times and more. Precise data and information can help you identify gaps, recognize recurring problems, measure performance and optimize your help desk systems to ensure smooth daily operations and support growth.
Key Features & Functionality
Ticketing Management and Tracking | Your platform should allow you to track, monitor and manage tickets from submission to resolution, all in one place. Your software should also offer the ability to sort, search and filter tickets, as well as categorize them by type and priority level. This ensures proper routing and timely issue resolution. |
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Bug Tracking | Bug tracking allows software development teams to identify, report and fix software bugs and glitches in their program. |
Multi-channel Issue Tracking | You should be able to collect tickets through multiple channels and centralize them in one single dashboard for a more streamlined help desk. Avoid issues like lost tickets or ticket duplication. |
Call Center Management | Phone support is still one of the most crucial support channels for any help desk system. Automated tools like auto-response and IVR can be used to reduce call response times. Call conferencing and sharing can be used for collaborative issue resolution. Call monitoring tools like recordings and transcripts are important tools for maintaining and monitoring service quality. |
Live Chat | Live chat can either be AI-based, human-managed or a combination of the two. Browser-based live chat tools can be used for informational purposes. Tools like chat routing and manual chat transfers are useful for effective teamwork and issue resolution. You can also enable chat history to monitor service quality and for record-keeping. |
Agent Management | A streamlined agent dashboard with automatic ticket allocation, ticket history as well as ticket sorting, searching, filtering and tracking tools help agents work more efficiently. Productivity monitoring tools like time tracking, agent ranking and performance analysis, based on different KPIs like tickets handled, resolution times and customer feedback, can be used for quality management. Incentives, milestones and a built-in rewards system can be used to incentivize agents, boost morale and improve productivity. |
AI Tools | AI tools can be used to automate repetitive tasks, minimize human errors and reduce agent workloads. Automatic ticket allocation, routing, categorization and sorting are useful tools. AI-based chatbots are also useful for resolving common or relatively simple issues without the need of human agents. |
Reporting and Analytics | Better and more precise data collection and simplified visualizations can help you identify areas of improvement and gain actionable insights. Additionally, with dynamic dashboards and simplified data visualizations, organizations can read and understand information more intuitively. This also helps in creating and implementing data-driven strategies for growth. |
Platform Capabilities | Platform capabilities like native apps for Android and iOS and customizable branding and design can help you create a more comprehensive and professional help desk system. |
CRM Integration | It’s important to make sure that your issue tracking software is compatible and capable of integrating with your main CRM software and other platforms you use. This simplifies information sharing and reporting. Apart from CRM platform integration, look for integrations with collaboration platforms like Slack and MS Teams, eCommerce platforms, and email and email marketing software. |
Software Comparison Strategy
Now you have a sense of what features to look for in an issue tracking software, but, with the sheer number of options on the market, how do you make the right decision? Every organization is different, and when comparing different software, you need to keep in mind the specific needs of your organization.
A good first step in your software comparison strategy is determining your organizational needs. Think carefully about factors like the nature of your industry and the kinds and amount of customers you typically serve.
Next, determine what features you need. Do you want just the bare basics, or would your team benefit from a more comprehensive system? Think about what communication channels your team and your customers prefer.
If most of your work is done through phone or email, you’ll want a software with call center and email ticket management tools. Also, consider whether you want to stick to those channels or expand.
Finally, create a list of vendors you want to consider. You can use industry contacts to generate references or use our software comparison report to simplify your search.
Cost & Pricing Considerations
When considering the cost of issue tracking software, determine whether you want to make a one-time payment or have a subscription that you renew on a monthly or yearly basis. On-premise software is usually a one-time cost, while cloud-based software typically tends to use subscription models.
Most vendors offer different pricing tiers depending on whether you need only the basics or want more advanced features. Price can also increase for larger teams that require more agent accounts. Add-ons and plug-ins can also cost more than base features.
If you are using an on-premise issue tracking software, it’s a good idea to check whether the one-time payment includes the cost of updates, repairs and maintenance. You may also have to pay extra for version upgrades down the line.
Best Issue Tracking Software
To simplify your search, here are some of the top issue tracking platforms on the market today.
![Issue Tracking Software Leaderboard](https://www.selecthub.com/wp-content/uploads/2023/08/Issue-Tracking-Software-Leaderboard.jpg)
JitBit
Jitbit is a multilingual issue tracking and ticketing software for help desk systems. It offers features like ticket routing, a knowledge base, ticket filtering and categorizing, canned replies, an auto-responder, file attachments and asset tracking. Jitbit caters to small, medium and large businesses.
Real-time ticket tracking and management with Jitbit. Source
HappyFox
Happyfox is an issue tracking platform that can integrate with your website and email to collect, categorize and route customer support requests in the form of tickets. With multilingual knowledge bases, omni-channel support, a best-in-class ticketing system and AI integration, Happyfox offers an extremely comprehensive ticketing and customer service platform.
Viewing ticket histories on Happyfox. Source
Freshdesk
Freshdesk is a cloud-based issue tracking and help desk system that offers multi-channel support, automatic ticket routing, custom reports and analysis, AI support and a host of other features and tools. Employees can access the interface from both web browsers and on mobile, ensuring they can serve customers from anywhere with an internet connection.
Freshdesk ticket tracking workspace. Source
Questions To Ask
Before committing to a solution, be sure you have a sense of your company’s needs, as well as the needs and limitations of potential vendors and solutions.
To help determine your business needs, ask yourself the following questions:
- What’s my budget?
- What does my organization require?
- Do we have any industry-specific requirements?
- Is scalability a priority?
- How many agents will use the software?
To help determine if the vendor and software are the right fit, ask potential vendors the following questions about themselves and the software:
- Do you provide 24/7 customer support?
- Are add-ons required to access the full functionality of the software, and how much do they cost?
- What kind of data security does the software offer?
- Is the software compatible with my existing CRM?
- Does the software offer data visualization and analytics tools?
Next Steps
Issue tracking software is an essential part of maintaining an efficient help desk system and providing complete customer satisfaction.
We hope this guide helped you understand the benefits of issue tracking software, the features you should look for and what to consider when comparing different platforms. If you’re still unsure about where to start, check out our free requirements template! We hope you’ll find the best solution to serve your customers even better.
Product Comparisons
Additional Resources
Products found for Issue Tracking Software
Zendesk
Zendesk For Service is a scalable platform offering streamlined customer and sales support. Agents can resolve problems efficiently, and track and prioritize support tickets. Omnichannel support allows users to centralize customer interactions across phone, chat, email and more. Its built-in intelligent routing reduces resolution time by automating ticketing queues and ensuring an appropriate customer-to-agent fit. Customizable, shareable and pre-built dashboards help users gain actionable insights through real-time data. Teams can leverage the integrated knowledge base management tools to empower customers to resolve issues by themselves. AI-powered bots optimize engagement by providing 24/7 support, answering FAQs, collecting information, delivering chat transcripts and auto-filling ticket fields. Its other offerings include a self-service portal, reporting and analytics, an IT service desk and more.To explore other popular solutions offered by Zendesk, visit our Zendesk company page.
Splunk
Splunk is an affordable analytics solution ideal for businesses of all sizes. It offers a number of common analytics features, including dashboards, plugins, automatic data enrichment, monitoring and alerts. It also provides unique features such as wide-sourcing of data, intel into different company functions and more. With cloud and on-premise deployment available, as well as a lightweight free version, it can serve a range of needs.
ServiceNow
ServiceNow offers a cloud-based suite for managing digital business workflows that ensure improved employee productivity, cost optimization and enhanced customer experiences. IntegrationHub minimizes integration costs and increases IT efficiency. Its other offerings include a UI builder, AI-supported search, process optimization, chatbots and more.
Aspect
Aspect is a contact management solution that supports global inbound and outbound communications across voice, email, SMS and other methods. It improves operational efficiency, ensures compliance and delivers satisfactory customer experiences. Other offerings include inbound and outbound voice support, omnichannel agent, digital self-service and more.
Streak CRM
Streak CRM is built into Gmail, allowing users to manage common sales tasks directly from their inbox. It facilitates pipeline management so users can track leads, follow up, collaborate and close deals. Three different pricing tiers make it useful for both individuals who need basic functions and companies that require more advanced capabilities. In addition to managing a pipeline, users can also leverage it to manage projects, foster business relationships, run fundraisers, provide customer support and execute other projects that require tracking details.
Freshdesk
Freshdesk is a cloud-based customer service solution that ensures increased satisfaction and engagement. It simplifies ticketing with customization options for agent roles, ticket forms, portals and more. Users can manage identity and information access for improved data security. It offers field service modules that include omnichannel customer engagement, quick query resolution, automatic appointment management and a map view that lets users track dispatches in real time. Android and iOS support allow field employees to plan, monitor and track appointments, updates and customer communication conveniently. Its other offerings include widget customization, scheduled and customized reports, intelligent ticket assignment and more.
Bitrix24
Bitrix24 facilitates the execution of the customer journey. It supplies organizations with tools for marketing, sales and customer service activities such as lead generation, marketing automation, campaign management and call center support.It comes with a free edition for companies with less advanced needs or a smaller budget. Deployment is available in the cloud and on-premise. It’s suitable for smaller businesses as well as enterprises with up to 50,000 employees.
ConnectWise Manage
ConnectWise Manage is a PSA tool for businesses in the IT sector that are seeking to develop consistency across the organization. It also enables users to manage accounts and other service-oriented tasks efficiently. The program contains centralized data as well as account information to increase internal visibility and to reduce duplicate work.It aims to streamline elements such as billing, client communications, procurement and project management. It’s available to IT businesses of all sizes and can be deployed either on-premise or cloud-based.
Spiceworks
Designed for IT professionals, Spiceworks is a cloud-based platform that offers on-the-go ticket management for Android and iOS devices. It offers omnichannel customer support while monitoring IT incidents and tracking updates. Other significant attributes include a customizable user portal and seamless integration with Active Directory for automated ticket management.
LiveChat
LiveChat is a customer service chat app that allows companies of all sizes to more easily connect with website visitors and supports the efforts of sales departments as well. It offers capabilities for complete communication and measurement via chat, agent monitoring, ticketing, e-commerce, engagement and reporting. It can be deployed across multiple websites and used on mobile, desktop and web-enabled devices.
Agile CRM
Agile CRM is an all-in-one cloud platform that enables companies to handle all activities and tasks across the customer lifecycle. With integrated modules for marketing, sales and service, it provides capabilities such as contact management, a deal pipeline, lead scoring, project management, email marketing and campaigns, service automation, and live chat.Targeted primarily at small businesses, it allows users to maintain visibility into contacts, boost results with sales enablement, engage web users and deliver comprehensive support. Free and premium versions are available.
HelpDesk
HelpDesk provides customer support capabilities to businesses of different sizes that allow them to deliver quality customer experiences and increase satisfaction and engagement while maximising sales and issues resolution. It allows users to streamline workflows with centralized ticketing, which simplifies customer support activities. Its other major offerings include automation, team collaboration, analytics and reporting, personalization, and more.
Zoho Desk
Zoho Desk provides improved customer experiences by managing and prioritizing customer interactions across multiple communication channels. Its AI-powered tools help deliver exceptional customer service. Its other significant capabilities and services such as ticketing management, issue tracking, a live-chat widget and many others.
Help Scout
Help Scout is an online platform company providing an email-based knowledge base, customer support platform and embeddable search widget. Users can work across departments and seamlessly manage multiple applications from one account. It eliminates duplicate tasks and keeps everyone on the same page with tools such as collaboration and automation. Some essential capabilities include reporting and statistics, customizable branding, live chat and multi-channel communication.
Kayako
Kayako is a fully integrated, cloud-based customer service platform that helps simplify customer interactions. Agents can offer 24/7 support through various communication platforms, including email, Facebook and Twitter, and in multiple languages. It also offers self-service options, a visual timeline of customer interactions, integrations and more.
GreenRope
GreenRope, a cloud-based CRM software, consolidates and optimizes email marketing, social media, sales, event and project management simultaneously. It bridges the gap between sales and marketing to make data and processes easily accessible and transparent. Its all-in-one operations modules simplify business processes to deliver optimized omnichannel customer experiences.
Track-It
Designed for small and medium-sized businesses, Track-It offers an centralized, holistic view of incidents, problems and change requests from customers. It automates and streamlines IT support processes to ensure faster issue resolution and improved customer experiences. Its major attributes include a self-service web portal, a mobile app, change management, ticketing management and more.
LiveHelpNow
LiveHelpNow provides omnichannel support solutions to make customer interactions smooth and convenient for agents. It offers real-time customer service communications over email, Facebook messenger, live chat and SMS. Customers can benefit from its self-help knowledge base. Other notable attributes include ticketing support, instant language translation, analytics and reporting, tracking and more.
BeyondTrust
BeyondTrust offers administrative and remote assistance to help businesses standardize technical aspects of support services. Identity management and group policies are available for multiple-agent teams. Custom integrations with CRM, ITSM, SIEM and others are also available.
FreshService
Freshservice is a cloud-based IT service management offering from Freshworks that tracks and manages IT and digital assets. It also provides an IT service desk, reporting, IT asset management and IT project management. It maintains records of contracts, hardware, software and other assets from the time of purchase to the point of expiration. It also helps automate and streamline processes through the lifespan of an asset. Suitable for companies of any size, it can assist financial, HR, marketing and facility teams.
HappyFox
HappyFox is a ticket management and customer support software that integrates with the user's website and email accounts to collate customer requests. It helps agents organize, track and respond more effectively. They can also assign emails to appropriate persons. The ticketing lets agents solve customers' issues productively while streamlining the customer support workflow. It also has a built-in knowledge base, end-user support portal and community forum.
Salesforce Service Cloud
Salesforce Service Cloud offers omnichannel customer support ranging from emails and live chat to voice complaints. It automates procedures and keeps a check on the budget for customer support. With a 360-degree view of customers, it helps improve efficiency. Integrations with MailChimp, Dropbox, GetFeedback and others are available. Its other offerings include drag-and-drop customization of workflows, creation of a public Q A, chatbots and more.
Front
Front is a customer communication platform offering tailor-made services at scale. With the simplicity of the email inbox combined with the insights and automation of CRM, it helps agents work to provide world-class support and send professional replies faster. It allows users to keep conversations organized across channels while maintaining a personal touch, efficiency and quality.
TeamSupport
TeamSupport is a B2B customer support solution allowing organizations to build stronger customer relationships through ticket management, omnichannel experience and more. It streamlines support issues and facilitates seamless internal team collaboration while allowing agents to deliver and help customers consistently. Its capabilities enable users to consolidate customer interactions while getting deep insights into clients’ sentiments and identifying critical opportunities and issues.
Creatio
Creatio is a low-code suite that simplifies marketing, sales and services efforts for seamless business functionality. Users can utilize customer service management and take consultation from leading experts in the industry. It unifies a BPM engine and CRM functionalities to power operational tasks. Key features include contact and lead management, email marketing, pipelines, dashboards, project management, SLAs and a contact center.It offers mobile access for Android and iOS devices that can be used for updating and adding contact, account and opportunity information, making calls, and sending SMS messages. An API supports customization, and users can build complex integrations and custom modules and apps. SaaS and self-hosting are available.
LiveAgent
LiveAgent is an online communication platform that supports personalized, multilingual customer service. It provides in-suite and standalone offerings for live chat, online self-service portals, ticket management, change and license management, and more. It offers all-in-one helpdesk support by combining all communication channels, including email, live chat, phone calls and social media, in a single company inbox. LiveAgent offers additional services through third-party companies to provide CRM, including sales and marketing automation. Users can analyze helpdesk performance and generate multiple reports to reward high-performing support agents and track customer satisfaction.
Jitbit
JitBit is a multilingual support system with basic capabilities such as ticket routing, a knowledge base, ticket filters and categorization, canned replies, an auto-responder, reporting, file attachments and asset tracking. It has native iPhone and Android programs for tablets and smartphones. The grid view shows the status of all ongoing and new cases. It also offers automation rules to define custom actions triggered by certain events. Group, merge, assign, categorize or tag tickets and add tags such as, "review," "feature request," or more.
Comm100
Comm100 is a live chat solution that offers real-time, personalized customer engagement. It supports multilingual services with a flexible ticketing and messaging system, automated chatbots, a self-serve knowledge base and security measures for data protection. The product connects via third-party integrations such as CRMs, eCommerce, social media and website content management channels with a systematic API. Live chat lets users engage with customers in real time using text, routing, audio, video, co-browsing, file transfer, auto-translation and more. Reports help evaluate team performance, chat expertise and overall service efficiency.
HubSpot Service Hub
Hubspot Service Hub is a customer service software offering flexible support, seamless onboarding and strengthening relationships with clients. It delivers end-to-end and efficient service improving customer satisfaction first-time resolution rates. Its capabilities include conversational tools, knowledge base functionality, help desk automation, reporting, client feedback surveys and more. These functionalities are CRM-powered, providing businesses a unified view of each interaction.
Agendize
Agendize is a versatile appointment scheduling and customer engagement platform used by businesses across various industries. It offers a range of key features, including robust appointment scheduling, multi-channel integration, and automation, which streamline operations and enhance customer experiences. Users appreciate its user-friendly interface and customization options, along with responsive customer support. Agendize is known for its cost-efficiency and mobile accessibility, making it accessible to a broad user base. Users believe that Agendize holds its own against similar products, citing its strengths in appointment scheduling and multi-channel integration. However, some note limitations in terms of customization and pricing when compared to other offerings in the market. Pros Efficient Scheduling Detailed Analytics Client Management Cons Limited Customization Integration Challenges Lack of Advanced Features
Talisma
Talisma is a sales and marketing technology solution that adds value to customer engagement and increases productivity. It helps companies empower, enable and engage with their customers through Formal Technical Review (FTR) to deliver quality-controlled activities. Users can identify customer characteristics and utilize upselling and cross-selling for maximum success. It also offers industry-specific domains, cloud deployment, integrated lead management, flexible business modeling, domain management and more to make digital marketing easy.
Teamwork Desk
Teamwork Desk is a ticketing system that manages customer questions in a central location while ensuring exceptional customer experience. It offers all the help desk features required to exceed customers’ expectations and answer questions with context. Some of the unique capabilities deliver a more personal and productive response and improve transparency across teams include customer history, customizable branding, document storage, email management, email template and interaction tracking.
EngageBay
EngageBay is a customer relationship management platform that helps businesses engage and convert leads, acquire customers and nurture existing relationships. Key features include SMS marketing, automation, web analytics and live chat.
CRMnext
CRMNext leverages integrated technology to create an easy-to-use interface for financial institutions. It simplifies work, drives growth and delivers results with features such as sales force automation, service management, lead management, forecasting, an autoflow designer and workflow management.It also provides real-time integration, a business decision engine, sales planning, cross-selling intelligence, machine learning, analytics and more. It’s easily customizable and suitable for users without much technical knowledge. SaaS, private cloud and on-premise deployment are available.
SALESmanago
SALESmanago is a complete AI-powered solution that delivers configurable, personalized experiences across a range of native and integrated marketing execution channels. It accomplishes this by combining advanced analytics and AI automation. Users can deliver enhanced customer experiences and improve metrics and KPIs. Capabilities include web push, website personalization, social proof, live chat, predictive analytics, advertising, a data management platform, A/B/X testing and optimization, loyalty programs and more.
BMC Helix ITSM
BMC Helix ITSM is a predictive service and asset management suite that offers an inherent mobile-first client experience. It helps product managers improve organizational productivity, shrink overall service management costs and more, all through a single source. It offers service management modules that use cognitive automation capabilities to transform ITSM effective principles from NextGen Remedy. It can be deployed via the cloud.
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