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Best Issue Tracking Software

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Wrike logo



Manage your projects from start to finish with Wrike

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Track and resolve issues quickly with Wrike's trusted work management. Use custom request forms to auto-assign detailed issues to relevant teams. Track progress with personalized workflows and use powerful reporting tools to showcase results.

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GoTo Resolve


All-in-one IT support

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Designed with today's SMBs in mind, GoTo Resolve is an all-in-one IT support software built to help IT professionals streamline their help desk by bringing together the tools they need to engage, identify problems, and fix issues faster.

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Jira logo



Project & Issue Tracking Software - See why we're #1!

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Jira lets you log and track bugs and issues associated with projects, create stories, assign, prioritize and track them. For any team, any size. Get started!

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LiveAgent logo



Great customer service starts with better help desk software

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Start for Free with LiveAgent - The ultimate help desk tool.

LiveAgent is a web-based help desk solution which enables the management of support tickets from multiple channels, including phone, live chat, and social media.

Start with a 14-Day free trial, no credit card needed, no contracts.

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Userback logo



Collect fast visual feedback from any website or design.

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Userback is a visual feedback and issue tracking solution that makes it easy for software teams to collect and manage feedback, feature requests, and bug reports from their users. Collect visual feedback with annotated screenshots, video recordings, and more so that you can manage feedback faster.

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ZenHub logo



Productivity management for disruptive software teams.

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ZenHub helps agile software development teams track the progress of issues as they move across each workspace pipeline.

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ClickUp logo



Project management, task tracking, & professional goal tools

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ClickUp is a fundamentally new way to work - bringing separate apps like tasks, docs, spreadsheets, goal tracking, resources, and even an inbox, together in one place. It's the convergence of the best productivity and collaboration apps. Finally, there's one app to replace them all.

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Backlog logo



Online project management tool for developers

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Backlog is an all-in-one online project management tool for developers, with bug tracking, issue tracking, wiki, version control, gantt charts & burndown charts

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JIRA Service Management logo

JIRA Service Management


The only ITSM solution built on the Jira platform

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Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular Jira platform that unlocks high-velocity teams. Empowered teams can deliver great, coordinated service experiences, without the complexity of traditional ITSM.

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Instatus logo



Status page software

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Instatus is a cloud-based status page software that allows users to communicate their status using incidents and maintenances. It provides templates and supports multiple languages. Users can also use components & groups and add 3rd party ones. Statuses can be automated with monitoring services.

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Halo Service Desk logo

Halo Service Desk


Help desk management solution

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Halo Service Desk is a cloud-based helpdesk solution designed to streamline workflow management, operations automation, customer & employee engagement, and more. An incident management system helps users handle incidents, service level agreements (SLAs) & communications via a centralized dashboard.

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GitHub logo



Social coding & collaborative development platform

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GitHub is a place to share code with friends, co-workers, classmates, and complete strangers, helping individuals and teams to write faster, better code

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Bitrix24 logo



100% free CRM, collaboration and communication tool suite

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Bitrix24 is 100% FREE online IT project management solution used by over 4 million companies worldwide.

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SpiraTest logo



Powerful Test Management Software

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Transform your software testing process today. SpiraTest is a complete test management system with integrated release scheduling and bug/issue tracking.

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HelpDesk logo



Ticketing software for effortless customer support

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HelpDesk is an online ticketing system that simplifies your customer service efforts. Delight your customers with excellent support, and resolve tickets faster. Personalised messages will increase your customer satisfaction.

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ChangeGear logo



Comprehensive change and service management.

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ChangeGear Service Desk is a cloud-based ITSM platform that helps organizations to manage IT services, resolve requests, and facilitate ticket routing

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Canfigure logo



Modular ITSM and ITAM solution based on ITIL principles

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Canfigure provides integrated or standalone CMDB, Asset Management, Change Management and Service Desk. The highly adaptable design means you can configure the software yourself to cater for any business requirement. Both on-premise and cloud deployment available.

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Audit issue management solution for businesses

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AuditFindings is a web-based solution that assists small to large organizations issue tracking through automatic audit trails. Key features include social commenting, data import, issue tagging, document management, reporting, and notifications.

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Alcea IssueTrack logo

Alcea IssueTrack


Cloud-based issue management software

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Alcea IssueTrack is a cloud-based issue management software designed to help organizations report, view, track, and manage issues across processes, departments, and workflows via a unified portal. The application enables businesses to streamline the prioritization and progression of reported incidents, monitor available resources, and analyze the productivity of employees.

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IssuTrax logo



Issue tracking software for the hospitality sector

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IssuTrax is an issue tracking software that helps businesses in the hospitality sector create, track, and manage service requests. Administrators can monitor safety and environmental issues, maintenance tasks, and guest requests on a unified interface.

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ScriptRunner for Jira logo

ScriptRunner for Jira


Issue tracking software built for businesses using Jira

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ScriptRunner for Jira is an issue tracking software that helps businesses customize workflows, conduct JQL based search, schedule alerts for recurring tasks and more. Supervisors can create issues on project creation, set-up issue transition rules, add comments, and set priorities.

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HappyFox Help Desk logo

HappyFox Help Desk


Helpdesk, customer support software

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HappyFox is a cloud based, all-in-one help desk and customer support software. HappyFox's ticketing system enables the quick resolution of customers' issues via an efficient customer support workflow. The platform provides a built-in knowledge base, community forum and end-user support portal.

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Shortcut logo



Project management platform for software development teams

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Shortcut is a web-based project management platform built to meet the workflow needs of software development teams, allowing users to create stories to define project tasks, milestones and epics, while visualizing work with drag and drop Kanban boards, charting reports and automating via API access

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C2 ATOM logo



The ultimate ITSM platform

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C2 ATOM is an integrated IT service management software designed for organizations looking to provide highly refined quality service delivery. It’s also an ITIL-ready and codeless service desk built for reaching ultimate automation potential and operating best-in-class ticketing.

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Freshservice logo



A complete IT service management (ITSM) tool for business

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Freshservice is an online ITIL service desk with ticketing & asset management capabilities, and incident, problem, change, release & knowledge management tools

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Here's what we'll cover:

Buyers Guide

Issue tracking

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:

What is issue tracking software?

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.

What does issue tracking software do?

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.

What are the benefits of issue tracking software?

  • 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.

What are the common features of issue tracking software?

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.

How do small and midsize businesses use issue tracking software?

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.

What is the cost of issue tracking software?

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:

Price ranges:

  • $5 - $10

  • $10 - $40

  • $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.

What is the highest-rated issue tracking software? 

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.