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Issue resolution is a critical part of any companyʻs customer service duties. Poor issue management and resolution can damage a businessʻ reputation, making it all the more important for small and midsize businesses (SMBs) to efficiently track and resolve issues.
Issue tracking software helps customer service agents be able to automate key issue tracking processes so they can be more efficient overall.
This guide will cover what issue tracking software is, its benefits, common issue tracking software features, how it's used by SMBs, and more.
Here’s what we’ll cover:
Issue tracking software helps businesses monitor, manage, and resolve issues. These applications keep track of tasks from capture to resolution, generate reports, enforce compliance, and optimize resources. Issue tracking software is often web-based and integrates with other software applications, such as bug tracking software, complaint management software, and help desk software.
Issue tracking software solutions help businesses track and resolve customer issues, complaints, concerns, or inquiries. These solutions allow customers to submit issue tickets, and will then assign those tickets to appropriate service agents.
These tools can prioritize incoming tickets to help agents better serve customers in a timely manner. Issue tracking software can also track issues over time as a means of providing valuable data insights that help improve customer service practices overall.
Increases team productivity: Issue tracking solutions automatically assign tickets to available agents, enabling them to stay on top of assigned tasks. Customer service agents can use issue tracking systems to refresh their memory of prior customer communication, helping them provide a more personalized customer service experience.
Increases customer satisfaction: If issue tickets are left unattended for long periods of time, customers may become frustrated. Issue tracking software can speed up the customer service process by ensuring that all submitted tickets are addressed in a timely manner.
Enables team collaboration: Issue resolution can require multiple customer service representatives to properly solve customer issues. Issue tracking software provides a centralized location for agents to communicate with each other and collaborate on tickets.
Dashboard: Displays graphs and charts representing KPIs and metrics. Dashboard users can quickly analyze the performance of their support team based on number of tickets resolved or worked on as well as their respective statuses in a given time period.
Escalation alerts: View system notifications about ticket priority level to ensure timely resolution of all active customer issues.
Assignment management: Ensure tickets are assigned to the appropriate agent based on expertise and availability. Track interactions and automate the issue resolution process.
Issue auditing: Track and monitor past issues and changes in a centralized system to ensure that all customer support agents have access to the most up-to-date information.
Knowledge base management: Create a repository of common questions and answers as well as support articles that can be easily accessed by customers and agents to facilitate quick resolution.
Ticket management: Track customer interactions, allow customers to submit tickets, and provide ticket information access to internal agents.
Task management: View the status of all issues on a running task list. Track the owner of a ticket, the severity of an issue, escalations (if applicable), and other task details.
Issue scheduling: Schedule and assign issue completion dates and times to ensure all tickets are handled in a timely manner by appropriate agents.
Project management: Plan and coordinate the scope, resources, costs, and time needed to execute assignments. Enable customer service teams to effectively contribute to established project goals.
SMBs are concerned with providing exceptional customer service to their clientele as a means of retaining their consumer base. To do so, these businesses need to supply their customer service representatives with tools that will help them solve any and all problems, concerns, or inquiries brought to their attention.
Issue tracking software helps customer service agents and managers communicate about how to solve issues, set service goals, and assess overall team performance. By using issue tracking software to automate key customer support processes, SMBs can prepare their teams to successfully resolve any issues.
Most products in this market are priced on a per user, per month basis, billed annually. Pricing can be divided into three pricing tiers based on the starting prices:
$5 - $10
$10 - $40
*The pricing included is for the entry-level/lowest-priced offering found on vendor websites on April 18, 2022. These ranges correspond to the 25th, 75th, and 100th percentiles of pricing information gathered from vendor websites of sample products.
GetApp’s Category Leaders ranks the top software in a market based on user reviews in five key areas: ease of use, value for money, functionality, customer support, and likelihood to recommend.
Visit the issue tracking software Category Leaders report to compare top-rated software now.
Products evaluated for the pricing calculation were taken from GetApp’s Category Leaders report. The pricing ranges exclude freemium versions of the products. The features highlighted were identified based on their relevance and the percentage of products in GetApp’s directory that offer them.