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Issue Tracking Software

113 software options

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SolarWinds Service Desk

4.6
(516)

IT Service Desk & Asset Management Software

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SolarWinds Service Desk is a fully integrated service desk and asset management solution that allows IT and other service providers to effectively manage and connect service requests to IT assets. Code-free customization allows customers to fully deploy a robust ITSM solution within days.

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Enablon Incident Management

4.0
(1)

AI-enabled incident management software

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Enablon Incident Management is an artificial intelligence (AI)-enabled software designed to help businesses ensure workplace safety and regulatory compliance with industry standards. It allows employees to predict, report, and prevent incidents, mitigate organizational risks, and perform root cause analysis.

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Wrike

4.2
(1,7k)

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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JIRA Service Management

4.4
(266)

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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Halo Service Desk

4.9
(7)

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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Zendesk

4.4
(2,6k)

Service-first CRM company that builds support & sales tools

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Zendesk is the leading cloud-based help desk software built with support agents in mind. All your customer interactions are in a single, dynamic interface with features like web widgets, pre-defined ticket responses, and full customer history.

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Backlog

4.5
(76)

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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Cayzu

5.0
(31)

Cloud Based Ticket Management & Help Desk Software

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Cayzu Help Desk allows you to handle a variety of issues with a beautiful and easy to use interface. Track every ticket, track email conversations, and track where the fires are. Prioritize and categorize tickets while automating repetitive tasks and analyzing your workflow.

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Freshdesk

4.5
(2,3k)

Online helpdesk system and customer service software

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Freshdesk seamlessly integrates with JIRA to help customer support and engineering teams stay on the same page and resolve issues faster.

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Bugfender

4.2
(21)

Bug tracking & log management tool for software developers

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Bugfender is a bug tracking software designed to help developers view mobile or web application logs and track and resolve bugs or issues on a unified platform. It enables IT teams to automatically send device logs to the server and organize them by sessions, devices, and application versions.

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Jira

4.4
(10,4k)

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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Freshservice

4.5
(415)

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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HelpDesk

4.5
(29)

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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AuditFindings.com

4.9
(7)

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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Vision Helpdesk

4.6
(28)

Help Desk, Multi Company Desk and ITSM / ITIL Service Desk

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Multi Channel Help Desk Ticketing Software, Staff Collaboration, Task management, Ticket billing, Gamification, Workflow, SLA, Escalation, Macros and more..

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LiveAgent

4.7
(1k)

Great customer service starts with better help desk software

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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

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Canfigure

4.8
(12)

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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ChangeGear

4.0
(50)

Cloud based solution to track & control IT services

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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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Bitrix24

4.0
(463)

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

4.0
(101)

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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atSpoke

4.7
(36)

Reduce Internal Repetitive Requests

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Tired of answering "What's the WiFi password?" atSpoke auto-resolves more than 40% of requests using AI, and the more you use atSpoke, the smarter the machine learning gets. When you don't need to worry about answering the same FAQ over and over again, your team can focus on more important tasks.

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Zoho Desk

4.5
(1,7k)

Cloud-based help desk platform

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Advanced process automation, feedback loops, cases management, reports makes Zoho Desk more easy to track and solve issues faster. The issue tracking cycle begins when the customer tells your company about their questions, and ends when the customer leaves feedback on the support they received.

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ClickUp

4.7
(2,2k)

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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HappyFox Help Desk

4.6
(83)

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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VisionFlow

4.3
(9)

Product dev., ALM, ITSM, Help Desk, Project Mng. and CRM

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VisionFlow is a powerful, web-based software with modules for Issue Tracking, Customer Support, CRM, Time Management, Document management, Product and Release management, Asset Management and much more. VisionFlow offers extensive functionality but is easy to use and flexible at the same time.

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Buyers Guide

Issue tracking

The key to improving the quality of customer service is resolving customer issues as quickly as you can. And for that, your business can turn to specialized tools, including an issue tracking solution. Issue tracking tools provide complete visibility into the process, from issue capturing, to task assignment, to ticket closing. 

In this buyers guide, we’ll elaborate on the key features of issue tracking software and how such a tool can help your business manage customer service more effectively. 

Here’s what we’ll cover:

What is issue tracking software?

Issue tracking software is software used to capture, store, categorize, and track the resolution of customer requests and complaints. These tools serve as the central platform to track all communication with customers, beginning from the time an issue is recorded to its final resolution.  

What are the deployment options for issue tracking software?

Issue tracking solutions typically come with one of two types of deployment options: cloud-based or on-premise. Here’s a quick summary of the key differences between these deployment choices and the pros and cons of each.

  • Cloud-based: You pay a monthly or annual subscription fee for use of the tool. The vendor takes care of software updates, maintenance, and data backup. The software hosting is managed by the vendor, so your business data will reside on the vendor’s servers or with a third-party cloud service provider.   

  • On-premise: You’ll purchase the tool for a one-time license fee (this could be a recurring cost in some cases where the vendor limits the license usage term to a year or two). Since the software is hosted on your own servers, you’ll have complete control over your data but will have to manage data storage and bug fixes internally.  

Key questions to ask cloud vendors:

  • What security measures do you have in place for preventing data loss in case of cyberattacks?

Key questions to ask on-premise solution vendors:

  • What is the typical time needed to onboard with your tool?

  • Are there any software installation or training costs?

What are some common features of issue tracking software?

Issue tracking software comes with a range of features, such as ticket management, knowledge base, and task management. Below are the most common features of these solutions.

Ticket management: Allow users (customers or internal agents) to raise tickets and leave a description of the issue along with details such as the name/email of the user who raised the request, the agent the ticket is assigned to, and the type of issue.

Ticket management in Freshdesk

Ticket management in Freshdesk 

Task management: View the status of issues as a task list, to view the number of in-progress, open, and closed tickets. Track the owner of a ticket, severity of issue, escalations if any, and other details.

Task management in Zoho Bugtracker

Task management in Zoho BugTracker 

Reporting dashboard: Analyze the performance of your support team based on the number of tickets they worked on and their statuses in a given time period.

Reporting dashboard in TeamSupport

Reporting dashboard in TeamSupport  

Assignment management: Ensure tickets are assigned to the right agent, based on expertise and availability. Add comments explaining an issue when tagging agents.

Assignment management in Jira

Assignment management in Jira 

Knowledge base: Create a searchable repository of common questions and answers that can be viewed by customers and/or agents to find quick resolutions.

Knowledgebase in Freshdesk

Customer view of the knowledge base in Freshdesk 

Back to issue tracking software directory

Note: The applications selected in this article are examples to show a feature in context, and are not intended as endorsements or recommendations. They’re obtained from sources believed to be reliable at the time of publication.