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Issue Tracking Software
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Buyers Guide
Issue Tracking Buyers Guide
What is issue tracking software?
Issue tracking software is used by businesses to monitor, manage, and resolve issues in various departments, from customer support to the help desk. Issues can be raised by employees about the workflow or by customers about the offered product or service. The issue management tool tracks tasks from capturing to providing resolution, generating reports, enforcing compliance, and optimizing business resources. You can integrate the tool with bug tracking, complaint management, or help desk software solutions.
How does issue tracking software work?
Register customer issues and complaints: Let customers or employees submit issue tickets and then assign those tickets to the appropriate support team members. The issues can be explained using text, images, and videos, depending on the types and severity of the issue.
Prioritize and route issues to the stakeholders: Prioritize incoming tickets based on the urgency of the issue to help the support team better serve the employees or customers. Direct the tickets to the right support team members to provide on-time issue resolutions via chat or on call.
Close issues and assess analytics: Track the progress on tasks in terms of the type of issues received and resolutions provided. Prepare reports with key metrics to improve employee assistance and enhance customer service.
What is the best issue tracking software?
To find the best backup software based on user reviews, check GetApp’s Category Leaders report. Category leaders can assist you in your software search by finding the best tool that fits your particular needs. You can also select and compare two or more software products to find the one that offers all the features required by your business to make better decisions.
What are the benefits of issue tracking software?
Assess customer or employee requirements: Offers multi-channel communication such as email, call, or live chat to connect with customers or employees. This flexibility helps understand and assess the requirements for quick and correct resolution.
Enhance the product development process: Speeds up product development by addressing all issues causing a delivery delay. Further, the tracking system’s issue repository serves as a knowledge base for developers to optimize other product development and testing processes, ensuring the delivery of quality products.
Redirect escalated issues: Allows support team members to track escalated issues and direct them to the relevant stakeholders for priority resolution. The support team can rope in the stakeholders by tagging them in relevant tasks or directly aligning them with required tasks within the workflow.
What are the key features of an issue tracking tool?
Dashboard: Track all statistics and metrics using graphs and charts. Analyze the support team's performance based on the number of tickets resolved.
Ticket management: Ensure tickets are assigned to the right team members based on their expertise and bandwidth. Track interactions between the issuer (employee or customer) and the support team and update them on the task progress.
Escalation alerts: View system notifications about the priority level of all raised tickets. Schedule and assign task completion date and time to ensure on-time issue resolution.
How to choose the best issue tracking system?
Check for live chat: Look for the live chat feature in your selected issue tracking tool, which will help your support team address the issues raised by customers or employees in real time. Live chat is either a built-in feature or can integrate with a third-party live chat application.
Opt for service analytics: Look for an issue tracking system that offers reporting and analytics features to track the resolved issues and ensure on-time resolution. You can also use analytics insights to identify the peak hours when you receive the most issued tickets and ensure the availability of the support team.
Assess personalized communication: Look for personalized communication features such as a customized help desk or email with your brand’s tagline or logo. This process will help customers verify the company domain and build trust in your support team.
How issue tracking software helps SMBs?
Reduce post-production time: Using issue tracking tools help small businesses reduce post-production (testing and optimization) time, especially in the case of software development. Integrate the tool with defect tracking or bug tracking software to identify and eliminate the issues in products, leading to on-time delivery.
Enhance customer support: Using issue tracking software with live chat allows small businesses to solve all customer concerns and address their inquiries on time. This process builds trust among customers that their problems are correctly and timely addressed.
Increase team collaboration: Using an issue tracking solution helps the project management and development teams effectively communicate and collaborate during the development stages. The team members can crack the progress of raised tickets, give feedback on resolutions, or share the related documents to stay updated.
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