Customer support roles require fast-paced, intense focus. Your team must be organized and capable to maintain an efficient workflow. Issue tracking software records all support requests from beginning to end. It tracks the progress of a case and updates you when there is a change to a ticket. This helps ensure that service cases are completed in a timely manner and that customers don’t lose their requests.
Issue tracking software helps support teams stay on top of customer demand. It categorizes and monitors active service cases, manages daily workloads, and tracks long-term or complicated inquiries.
Issue tracking software that tracks issues isn’t just for customer tickets. Employees can also report problems through the software if they notice them. Some systems will even automatically submit tickets if there are internal problems.
Advantages of Issue Tracking Software
Let’s now look at the additional benefits that issue tracking software can offer.
1. Omnichannel Support
Customers should be able to reach them using the preferred channels. Your issue tracking software should be able to handle customer tickets via phone, email, chat, and online forms. This will allow your support team to create an omnichannel experience that your customers enjoy.
2. App Integrations
Integrating with other apps, services, and support tools like Service hub and your CRM platform is an important feature of issue tracking software. This allows you to centralize your data, eliminating data silos and making it easier for users to find relevant information.
3. Collaboration Features
Two heads are better than one. Software that allows two people to work simultaneously on a problem is beneficial as it ensures that every ticket gets resolved as efficiently as possible.
Issue tracking software, in other words, streamlines and improves the communication and collaboration of your team on all tickets.
4. Automatization Features
Manual labor can only do so many things, so it is extremely useful to have automation that can assign tasks and fill in common questions. It can also organize tickets based on priority. These features will help your reps save time and increase their productivity.
5. Ticketing System
Without a ticketing system, it’s very difficult for issue-tracking software. The software uses tickets to create a document that tracks and consolidates all information in one place. Many issue tracking tools include a ticketing system. If your software does not have a ticketing system, you can install one.
6. Analytics and Reporting
Each issue tracking system should include some type of reporting and analysis. You can monitor your team’s progress, and identify areas where you can optimize performance.
Issue tracking software provides visualizations and dashboards that allow you to analyze performance and share insights information with your team. It is possible to set goals and benchmarks that your team should work towards, and then use the built-in analytics for information about rep ticket volume or performance.
7. Feedback loop for customers
Your software should collect feedback from customers after a ticket has been closed. This, along with analytics, will allow you to continuously improve and modify your service offering.
7 Best Issue Tracking Software
We’ve now covered the basics of issue tracking software. Check out the following lists to see which premium or free option is best for you and your team.
Free Issue Tracking Software
These are powerful, free issue tracking tools. Keep in mind that some tools, such as HubSpot, offer a free-for-ever plan and the option to upgrade to a premium/paid version for more flexibility and features.
1. HubSpot Issue Tracking Software
HubSpot’s Issue Tracking Software allows you to view all customer issues and generate reports. This tool automates ticket escalation, issue tracking, and other tasks so that your team never misses a request.
Prioritize your requests and create reports that include the metrics that are important to you and your team. HubSpot can also track customer satisfaction and responses throughout the customer’s lifecycle.
Connect HubSpot with one of more than 500 integrations via App Marketplace. Take advantage of Customer Service HubSpot’s and other powerful customer support features. Integrate your issue tracking data to your all-in-one CRM to unify all your customer data.
Tool Highlight: This tool is ideal for combining your issue tracking data with all your customer data from your integrated CRM or service software to create a comprehensive view of your customer.
2. Atlassian Jira Software
Atlassian Jira Software can be used to track bugs and issues. It is intended for internal bug tracking so that team members can report bugs and issues found while testing products.
Each employee can create an issue and submit it. Issues can also be imported from Excel, CSV, or other issue tracking software such as Redmine or Bugzilla.
Tool Highlight: This issue tracking tool is ideal for bug tracking within your development teams.
3. Zoho BugTracker
Zoho’s BugTracker & Issue Management tool allows your team to log and track reports according to priority. Reps can create notifications to be notified when new issues are filed and when updates are made.
You can also customize the software in two ways. You can personalize it to suit your team’s needs and create custom workflows in support cases to meet customer requirements.
Tool Highlight: This tool is ideal for recording bugs and tracking them according to your criteria.
When resolving software problems, Backlog’s bug tracking software uses a four-step process: 1) capture; 2) prioritize; 3) track, and 4) release.
Employees record the exact location and time of an issue during capture. prioritize assigns issues to team members based on their urgency. Team members can comment on issues that reach the track and provide updates. Finally, developers can use releases to share their solutions.
Tool Highlight: This issue tracker software is ideal for tracking and capturing bugs, and then managing your product development from start to finish.
HappyFox, a customer issue management software, organizes tickets according to category, urgency, or progress. Automated tracking tools streamline your workflow by streamlining repetitive tasks such as updating ticket status or assigning new cases.
Also, you can gather customer feedback and then analyze these metrics through dashboards or reports. Customers who are still waiting on responses can fill out the feedback form or look at the self-service options such as a knowledgebase or community area.
Tool Highlight: This tool is ideal for creating a ticket resolution workflow, streamlining ticket management processes, and improving ticket tracking.
Airbrake’s issue tracker system was designed to quickly resolve any problems. Airbrake’s issue tracking software notifies your team immediately when an issue is detected. It also shows the full trail of events that led up to the problem so they can prevent it from occurring again.
Your team can identify errors quickly and fix them before they impact your most valued users. With confidence that your team can identify and fix any problems that may arise, you can release new products.
Tool Highlight: This issue tracking system is ideal for error monitoring and gathering performance insight for your entire code stack.
7. Freshservice Smart Incident Management Tool
Freshservice’s Smart Incident Management tool allows you to filter tickets by incident type and other categories such as deadlines. This helps with prioritization. Multiple screens and shared inboxes allow for collaboration and multiple team members can work on one ticket.
Google Hangout integrations allow you to chat directly with the person who submitted the ticket. You can give them updates and ask further questions.
You can automate your processes by using its automation features. It is also possible to locate tickets quickly and make updates so that the same error does not happen twice.
Tool Highlight: This issue management tool is ideal for creating ticketing rules and a ticket tracking system that allows tickets to be assigned and categorized based on the criteria you set.
Conclusion – Issue Tracking Software
Issue tracking software will ensure that your team never misses a bug or ticket. You’ll be able to work efficiently to solve issues and possibly even gain insight to prevent future ones from happening.