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Issue ticketing software

8 Top issue tracking software tools in 2024 [Guide for you]

Key Takeaways
  • Issue tracking software documents, tracks, prioritizes, and resolves user issues with your product/service efficiently.
  • You can automate notifications and alerts for new and unresolved issues, ensuring timely resolution.
  • Reporting tools in issue tracking systems provide insights to help managers make data-packed decisions for enhancing strategy.
  • The top issue tracking systems offer customizations and critical features for improving customer satisfaction.

Are project delays and customer complaints dragging you down?

The solution lies in issue tracking software, a tool that streamlines your workflow, boosts efficiency, and ensures problems are resolved quickly.

According to recent market research, the demand for issue tracking software is rising due to:

  • Increasing adoption of agile methodologies
  • The rising need for efficient project management solutions
  • A strong focus on improving customer satisfaction

In this guide, you’ll discover the benefits, top tools, and best practices for implementing issue tracking software into your business. Let’s begin with a simple definition.

What is issue tracking software? 

An issue tracking system is a tool for recording the problems customers and internal teams experience with a product or service. 

It enables support agents, development teams, and managers to monitor issues until they get resolved. 

Customers or employees can raise issues/requests through multiple channels, like Live Chat, email, and social media. 

Organizations use issue tracking tools for various kinds of support requests, such as:

Use issue tracking software to resolve
  • Product usage questions: How-to queries and usage guidance requests. 
  • Bug reports: Issues around software functionality or performance. 
  • Login issues: Account access and authentication issues. 
  • Feature requests: Requests for new functionalities or improvements. 
  • Employee support: Onboarding issues, IT support for new employees and other internal support requests 
  • eCommerce support inquiries: Pre-sales questions, order issues, returns, and shipping problems. 
  • Technical support issues: Providing solutions for hardware and software-related problems. 
  • Maintenance requests: Manage and track routine maintenance and updates. 
  • Compliance issues: Ensuring adherence to regulatory and company standards.  

Depending on organizations’ needs, kinds of issue tracking software are available; our next discussion will help you understand each one.

What are the types of issue tracking tools?

There are three kinds of issue tracking software that organizations invest in depending on their specific needs:

1. Bug tracking systems

These tools are critical for software development teams to identify, document, and manage software bugs.

They help track bug status from identification to resolution, ensuring quality control and smoother releases.

2. Help desk systems

Help desk platforms help to manage customer support requests.

These tools streamline ticket creation, assignment, and tracking, ensuring customer issues are resolved efficiently.

3. Service desk systems

Service desk tools provide a more comprehensive approach to issue management, often incorporating IT service management (ITSM) functionalities.

The platforms help manage incidents, service requests, and changes, ensuring IT services are delivered effectively.

We have provided the best examples of each type to help you choose the right issue tracking software to ensure timely resolution and improve customer satisfaction.

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What are the benefits of using issue tracking system software? 

Best issue tracking software helps manage internal and external queries for a seamless product/service experience. 

Here are the key benefits of setting up this robust issue tracking solution:  

benefits of using issue tracking system software

1) Establish visibility and accountability 

Smart issue tracking software is a centralized platform that provides a clear overview of their status and progress. 

This level of transparency ensures that team members are always aware of current problems, enabling accountability and encouraging a timely issue resolution process. 

2) Boost productivity 

Managing issues with a few support agents becomes challenging as your team and customer base grow.

Investing in an issue tracking system with advanced features can boost productivity through workflow automation and task management.

3) Enhance team collaboration 

An issue tracking platform promotes collaboration among team members with features like shared team inbox. It centralizes communication, enabling teams to work together to resolve issues faster.   

4) Deliver a higher-quality product  

Systematic tracking and resolution of issues ensure that products are tested thoroughly, leading to higher quality outcomes. The issue tracking tool helps identify and fix bugs early in development.   

5) Enable data-driven decision-making for improved experience 

The reporting and analytics feature in the issue tracking system provides valuable insights into issue trends, team performance, and resolution time. 

The insights allow managers to make informed decisions, prioritize resources, and optimize processes for better outcomes. 

6) Enhancement in customer retention 

Did you know roughly 89% of companies consider superior customer service essential for customer retention?

Project management software in an issue tracking system can improve customer service processes and provide a seamless product experience. 

How does issue tracking software work? 

The online issue tracking software process functions involves four simple steps: Ticket creation, assignment, tracking, and resolving:     

1. Creates tickets 

When users encounter an issue with a software product (like a problem importing data or creating a dashboard), they may contact the organization for help. This can be done through various channels, like email, chat, or a web form. 

Example: Users cannot import data into their dashboard or email the support team. 

Action: The issue tracking tools automatically generate a support ticket from the user’s email and log it into the system.    

2. Assignment 

Once the ticket is created, it must be assigned to a team member for resolution. Depending on the workflow, this can be done manually as well as automatically.  

Example: The ticket is automatically assigned to a support agent based on the nature of the issue and the agent’s expertise. 

Action: The support agent receives a notification about the new ticket and begins investigating the issue.  

3. Tracking & escalation  

The issue tracking tools allow agents to search for similar issues in the past to find solutions quickly. If the problem is simple and previously resolved, the system can provide an instant solution with advanced search capabilities. 

However, if the issue is new or complex, it may need to be escalated (raised to higher priority). 

Example: The support agent searches the knowledge base and finds no similar issues. The issue is then escalated to the software development teams. 

Action: The development team’s project manager adjusts the priority level and assigns the issue to a developer.  

4. Resolving 

Once the solution is identified, the assigned team member will resolve the issue and update the ticket with the resolution details, and then it will be closed. 

Example: The developer fixes the data import bug and informs the support agent. The support agent then notifies the user and closes the ticket. 

Action: The user receives an update that their issue has been resolved and can now successfully import data into their dashboard.  

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8 Best issue tracking systems to streamline issue management 

Here is an in-depth analysis of the top picks for issue tracking software in tabular form below:

Best issue tracking software Pricing starts Free trial G2 rating  Best for 
Salesmate  $23 per month Yes Best ticketing and SLA management software to resolve customer issues faster. 
ClickUp  $7 per user/month Yes 4.7  Best project management software that tailors fit for support. 
Airbrake   $17/user/ month Yes 4.4  Design to resolve issues faster. 
Sentry  Starts from $26/team/ month Yes 4.5  Best for performance monitoring & error tracking software. 
Mantis  $27.50/15 users/month Yes 4  Best for IT companies as it provides bug & issue tracking. 
Backlog  Starts $35/30 users/ month Yes 4.5  Best for technical teams & non-technical members.  
Freshservice Smart Incident Management Tool  Starts $19/agent/ month No 4.6  Best for ticket categorization & assignment. It is used by IT management teams. 
Tara AI Starts from $35/user/ month No 3.9  Issue tracking software for cross functional teams & marketing ops. 

Let’s explore each issue tracking software solutions in detail: 

1) Salesmate 

Salesmate

Salesmate CRM is a versatile solution for managing marketing, sales, and customer service team tasks. 

This customer issue tracking software integrates features that enhance its effectiveness for businesses to manage and resolve issues. 

Key features

  • Ticketing software: Log issues as tickets, track their lifecycle, and ensure systematic issue creation and resolution. 
  • Automation and workflow management: Automate tasks like ticket assignments and follow-up emails. 
  • Chat Journeys: To communicate and answer the most frequent queries 24/7. 
  • Multi-channel support: The platform supports communication through email, live chat, calling, and texting on a single screen. 
  • Team Inbox: To centralize all customer communications, allowing multiple team members to manage interactions in real-time. 
  • Reporting and Analytics: You can track metrics like response times and resolution rates, helping identify areas for improvement. 
  • Customer feedback and surveys: After resolving an issue, set up automatic customer satisfaction surveys to gauge customer satisfaction and identify pain points. 
  • Mobile access: Mobile CRM app for managing issues on the go, ensuring continuous support. 

Salesmate CRM offers a robust solution for tracking and resolving issues enabling customer service teams to improve efficiency.

Additionally, the platform serves marketing and sales teams with lead generation tools, sales pipeline management, forecasting sales, etc. 

Salesmate offers seamless integration with 700+ business tools, such as Slack, Zapier, and Google Workspace, streamlining workflows and enhancing functionality.       

Pricing 

Basic: $23/per user/month 

Pro: $39/per user/month – Most popular 

Business: $63/per user/month 

Enterprise: Customized plan (connect with the company for pricing)  

Pros

  • Ease of use  
  • Customizable templates/dashboards  
  • Sequences for automated follow up 
  • Value for money  

Cons 

  • The steep learning curve for new users 
  • Limited issue tracking specialized features
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2) ClickUp

ClickUp

ClickUp is project issue tracking software used by large companies. This project management tool helps you track your team’s tasks minutely.  

This issue tracking software comes with functions like task assignments, workflow customization, priority building, and more. 

For a better understanding, look through the features available in this issue tracking solution management:  

Key features

  • Agile scrum Dashboard  
  • ClickUp sprints  
  • GitHub integrations  
  • Custom task statuses 
  • ClickUp Gantt chart 
  • Form view  

Pricing 

Unlimited Plan: $120/per user/year 

Business plan: $228/per user/year 

Enterprise plan: Contact the company for pricing of this plan

Pros  

  • Unlimited Gantt charts  
  • Real-time chat  

Cons  

  • Hassle to change the ticket status  
  • Some users reported low load timing    

3) Airbrake

Airbrake

This IT issue tracking software is built to resolve project progress problems. The software mainly alerts the team whenever an issue arises and shows them the exact trail of events that occurred according to the project tracking.  

User reports and feedback help the team easily identify and resolve issues efficiently. Such project management features can help you release new products and track errors after they arrive. 

Key features  

  • Error monitoring 
  • Deploy tracking 
  • Performance monitoring 
  • Intelligent grouping & duplicate detection  

Pricing 

Dev + errors: $228/per year 

Basic + errors: $456/per year 

Pro + errors: $912/per year  

Pros 

  • Multichannel notifications 
  • Error and deployment tracking 

Cons 

  • Noninteractive UI 
  • Overwhelming information  

4) Sentry 

Sentry

Sentry is an issue-tracking platform used by the best IT teams. It offers cross-functional visibility, scalability, transparent reliability, and more, making tracking issues easier.  

The software’s full-stack monitoring allows you to see the overall code. This makes it swift to identify and solve errors before they get out of hand. 

Key features 

  • Error monitoring 
  • Performance monitoring 
  • Release health monitoring 
  • Session replay 
  • Code coverage 
  • Privacy & Security 

Pricing 

Team: $26/month 

Business: $80/month 

Enterprise: Contact the organization for the pricing details

Pros 

  • Multiple customizations 
  • Value for money 
  • Multi-language support 

Cons 

  • Complex setting up 
  • Manual tracking   

5) Mantis

Mantis

It is issue tracking software that provides a clear and easily accessible interface for the project team. Mantis’s issue tracking solution helps them manage and track issues and resolve ongoing bugs in project development. 

This issue tracking software has comprehensive functionality, making it ideal for team workflow management. It also creates a user-friendly environment with more accessible issue tracking and solving flow.  

Key features   

  • Issue management  
  • Code management 
  • Team reports & comments 
  • Burndown charts 

Pricing 

Gold: $27.50/month 

Platinum: $55/month 

Volume Licensing: $266/month 

Enterprise: Contact us to know the pricing information

Pros 

  • User-friendly platform 
  • Multi-language support 

Cons 

  • Complex setting up 
  • Manual tracking 

6) Backlog  

Backlog

This bug issue tracking software resolves issues within a four-step process: prioritize, track, and resolve. During the capture, employees note precisely when and where the issue occurred.  

The platform prioritizes issues based on urgency and assigns them to specific support team members. When an issue reaches the track position, the support/technical team should work on it and update the progress level in the system.  

Finally, the progress of the resolution is shared within the group to close the issue. 

Key features 

  • Customizable issue management    
  • Task management 
  • Custom fields views 
  • Feedback 

Pricing 

Starter: $35/month 

Standard: $100/month 

Premium: $175/month

Pros 

  • Intuitive interface 
  • Detailed issue tracking 
  • Integrated version control 

Cons 

  • Limited customization 
  • No extravagant reporting features 

7) Freshservice

Freshservice

It is an issue tracking solution that filters tickets by incident type or other given categories, such as deadlines, prioritization, and more. The platform offers a single screen and shared inbox, improving the ability to manage each ticket efficiently.  

Like all other issue tracking software, Freshservice offers automation to speed up resolution progress by setting predefined criteria for priority, category, and employee assignments. 

Key features  

  • Intelligent automation 
  • Auto assignment 
  • SLA management 
  • Task management  
  • Reporting 

Pricing 

Starter: $29/per agent/month 

Growth: $59/per agent/month 

Pro: $115/per agent/month

Pros 

  • Easy to implement 
  • Workflow automation 
  • Prevention oriented 

Cons 

  • Customization limitations 
  • Harder to adopt 

8) Tara AI 

Tara AI

It is intuitive AI and customer issue tracking software for cross-functional teams, such as engineering, design, and marketing teams. This issue tracking software solution can be synced with GitHub and others.  

With the help of labels, Tara AI also eliminates the hassle of assigning tracking tasks and categorizing and prioritizing them. Teams are working together with shared inboxes to enhance coordination. 

Key features  

  • Focused Dashboard  
  • Fast Deployment  
  • Sprint planning  
  • Daily stand-ups 

Pricing 

Insights core: $25 per contributor/month 

Insights plus: $35 per contributor/month 

Enterprise: Request for the pricing  

 Pros 

  • Provides insights into the progress 
  • Can build custom integrations 

Cons  

  • Creates language barrier 
  • Limited contractor types 
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How to choose the right project issue tracking software for your business?

You can choose the top issue tracking solution for a better issue resolution process:  

What are the problems faced by the company? 

Before selecting any issue tracking management solution, identify the company’s problems. 

Then, list the features the company needs to combat those problems and achieve its end goal.   

What cost & requirements should the issue tracking tool have? 

Before deciding anything, know the company’s allocated budget for the tool. 

Discover what tools are available at your expense and whether they have the features you want for your company.   

What are the primary features of a top-issue tracking software? 

Features that you must have in your help desk issue tracking software are as follows:

Key features of an issue tracking software

1) Prioritizing & resolving issue tickets  

Automation is essential in any issue tracking platform for tracking bugs, creating tickets, prioritizing, and resolving issues.   

2) Analytics & Reporting  

The top issue tracking software ensures reporting and analytics features to monitor the customer support team insights and overall performance. 

With specific tools, build customized reports and get help with real-time updates, prioritization insights, etc.  

3) Time tracking  

Time is tracked to determine the number of hours required for an issue resolution. This feature allows you to track your team’s efficiency and use that data to find ways to increase productivity.  

4) Integration with external apps  

Know the apps with integration capabilities that sync with the company’s other tools. Aligning them will allow adaptation to a new app without any backlog time. 

5) Collaboration 

Collaboration integration can help teams work together seamlessly to understand each member’s task and progress. 

Transparency is essential for better team management. These enable the business to solve issues more efficiently. 

The features offered for such collaboration by issue tracking tools are shared inboxes, dashboards, etc.   

What was the feedback of your team on the free trial? 

Ask your team members to take the free trial for some of the issue-tracking systems you feel are ideal for your business. They will work with the app in real time, ensuring it is appropriate and has an easy-to-adapt user interface at the trial stage. 

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How to take your business to next level with issue tracking best practices? 

Did you know investing in new customers is 5 to 25 times costlier than retaining existing ones? 

To get a better retention rate, consider this way while using an issue tracking system for better outcomes:  

1. Minor improvements over large steps  

When your company is just setting up the issue tracking software, it’s better to take small steps to fully equip your team with the system. 

By tackling more minor issues, the team gets hands-on system experience. However, the company should hold training sessions for employees before using the system. 

The goal here is to focus on small & steady improvements so that you can build an effective issue tracking process over time.    

2. Look at efficiency along the way 

Improvement in issue tracking software is necessary to make it an efficient process. For that, a frequent performance evaluation should be done based on the number of issues found, the time taken to solve issues, etc. 

You can identify errors in the issue tracking process that slow down your system through such an evaluation.     

3. Take steps toward customer expectations 

Focus on improving the integration of issue tracking software to ensure a better customer experience. You can gather feedback from customers to better understand their pain points. 

Aligning your process with customer feedback assures effective prioritization and enhances the user experience.  

4. Track outcomes not tasks 

Most companies focus on tasks rather than yielding results. However, issue management must prioritize efficiency. 

The main goal is to find and assign issues, resolve them, and ensure a smooth experience. All your issue tracking efforts should aim to achieve this goal. 

Also, involve your team in understanding the impact of their work on the customer experience and continuously seek feedback to improve the process.      

Wrapping it up! 

Customer support issue tracking software can help grow customer relationships with an organization by tracking and solving issues without long waiting hours or days.

Issue tracking software is the most useful tool for any business. Choose the right one that is simple to use but scalable.  

If you aim to manage entire businesses and boost customer experience, Salesmate CRM can help you at every step of business growth.   

Frequently asked questions

1) Is the ticketing system and issue tracking system the same?  

The issue tracking tool specifically tracks and resolves issues in the software development lifecycle, IT efforts, and customer support.

The ticketing system is used in solving customer complaints, SLA management, and considering feedback.  

2) What is the difference between bug tracking and issue tracking?  

The bug could be an error in the software that an employee has reported or can be detected through bug tracking tools. 

The best issue tracking systems integrate features to support the software development team in solving issues during project management. 

Bug tracking software is focused on restricting product defects. On the other hand, issue tracking is more concerned with the problem and its impact on the product/service.  

3) How does an issue tracker help in customer service?  

These customer support platforms help monitor ticket inflows by creating, prioritizing, and tracking issues. The issue tracking system provides an omnichannel view of all current issues. 

4) Can issue tracking software be customized to match our team’s processes?  

Many issue tracking tools provide customization on tickets, board views, etc., to offer and match the team’s specific processes, allowing flexibility in the workflow and fields.

Sonali Negi

Sonali is a writer born out of her utmost passion for writing. She is working with a passionate team of content creators at Salesmate. She enjoys learning about new ideas in marketing and sales. She is an optimistic girl and endeavors to bring the best out of every situation. In her free time, she loves to introspect and observe people.

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