An issue tracking solution enables customers to share feedback after an agent has answered their query. This data can be analyzed to improve the quality of customer service. Identifying opportunities for new features. Customer feedback and complaints can also be used by software and web developers to identify and fix bugs and to help organizations identify what new additions to add to their products and services. For example, if a lot of users request integration with a popular third-party solution, software developers may consider adding that functionality.
Content creation. Issue management systems record all customer queries in a central location. Companies can leverage this data to understand common customer challenges and create content accordingly, such as FAQ sections or guides.
Continuous improvement. Businesses need to continuously evolve their products and services in order to retain their existing customers and acquire new customers. Analyzing customer complaints and requests is a valuable way to identify key problems and determine areas for improvement. Small and midsize businesses : SMBs typically have fewer than 50 employees. The biggest concerns among the buyers in this segment are pricing and the lack of a dedicated IT department.
Buyers in this segment often choose to evaluate cloud-based software, which generally offers a lower initial cost, as well as a subscription-based pricing model and ease of use for non-technical business users.
Cloud-based software also allows users to store their data in the cloud and eliminates the need to maintain expensive in-house servers and databases.
Large businesses : Businesses of a larger scale many use a number of existing software systems, such as CRM and accounting software. In order to ensure the optimal use of these systems, buyers should evaluate issue tracking systems that can integrate with existing software.
A well-integrated system that connects all customer data enables users to access a wide variety of customer information, which can help speed issue resolution and lead to greater levels of customer satisfaction. Software Advice uses reviews from real software users to highlight the top-rated Issue Tracking Software products in North America. Get Advice. Other Software. Visit Website Learn More. Zendesk FrontRunners Used by over 20, global companies, Zendesk has made a name for itself as a sophisticated, yet simple Web-based help desk solution Cayzu Cayzu is a cloud-based help desk management solution designed for small and midsize businesses.
Enablon Incident Management Enablon Incident Management is an artificial intelligence AI -enabled solution that helps businesses report and resolve workplace incidents. Freshdesk FrontRunners Freshdesk simplifies customer support by centralizing all customer interactions into a single, affordable, Web-based solution.
Vision Helpdesk Vision Helpdesk is a cloud-based ticket management solution for businesses of all sizes across multiple industry segments. Backlog FrontRunners Backlog is a cloud-based project management and issue tracking solution that caters to development teams working with design, marketing and IT teams. Virima VIRIMA is a cloud-based and on-premise IT asset and service management ITSM solution, which helps organizations of all sizes manage hardware, software and services delivered to end-users based on a set of policies or procedures Alcea IssueTrack Alcea IssueTrack is an issue management solution that helps organizations view, monitor, manage and report issues across workflows, departments and processes.
HelpDesk FrontRunners HelpDesk is a cloud-based ticketing software that helps small to large businesses deliver customer support services. Bitrix24 Bitrix24 is a client management solution that provides a platform for businesses to organize and track interactions with potential or existing clients and partners. IssuTrax IssuTrax is a complaint management software designed to help businesses in the hospitality sector manage facility maintenance operations.
JunoOne juno. View all products. Popular Comparisons. Buyers guide Last Updated: November 2, Common Features of Issue Tracking Software Most issue tracking solutions offer some or all of the following functionality: Ticket management Allows users to create customer issue tickets based on the specific customer request. Assignment management Using data from the ticket fields, an issue management solution assigns the tickets to the right people based on their availability and area of expertise.
Task management This functionality allows users to create task lists directly from the issue tickets. This allows users to track the status of their requests from ticket capture to close. Knowledge base Maintains records of all the customer tickets in a central location. The resulting knowledge base is useful for agents, who can use the database to search for and find answers to previously resolved customer queries. Dashboard Allows customer service managers to track the status of their requests in the form of charts and graphs.
ProblemTracker has been licensed by more than companies over 50, users for applications including: Bug tracking , defect tracking , issue tracking , and quality assurance QA Life cycle management in software, hardware, and product development Change management and enhancement request management Process management and workflow management Knowledge Base management Sarbanes-Oxley SOX compliance management Self-service customer support Help Desk Our customers are from a broad base of industries, including broadcasting, consulting, entertainment, financial, government, hardware, health care, manufacturing, pharmaceutical, retail, software, system integration, telecommunication, transportation, and utility.
ProblemTracker is a fully web-based system providing: Tracking — Tracking reported bugs, defects, business issues, enhancement requests, etc. Workflow — Automatic routing and notification to get issues resolved. Process enforcement — Managing and enforcing your company's process of resolving issues.
Status — Up-to-the-minute project information and status to team members everywhere to foster collaboration. Communication — Capturing discussions and sharing knowledge. For issue resolution and to avoid repetition, the tool conducts a post-mortem report.
The report helps you to understand the root cause of an issue, document the incident for future reference, and discover patterns. It enacts effective preventative action to reduce the likelihood of recurrence. The project management software offers a self-help forum where you can ask questions, get access to knowledge base articles, discuss topics, and watch videos.
You can provide great service from anywhere using the mobile app available for iOS and Android devices. LiveAgent is a communication management tool that helps streamline all communication channels. With LiveAgent, you can create a customer portal that includes a knowledge base, forum, and FAQs so that customers can find answers to their questions, and discuss their issues as well. You can create a contact form using the software and receive Slack notifications when a ticket is raised.
The tracking system offers live chat and email ticketing options. To manage communication, you can merge and split tickets, as well as store them and past conversations for up to seven days. Team members can write internal notes for a ticket to share important information and assign tasks. You can select multiple tickets that have a similar resolution and perform mass actions such as transfer, resolve, and delete tickets to save time.
The issue tracking software enables you to automatically send out ticket satisfaction survey emails after each interaction so that customers can give their feedback on their experience with your customer support.
You can also contact them through their customer portal. The vendor offers multilingual support. The help desk tool has a mobile app for iOS and Android users. Spiceworks is a completely free plan with no limits on tickets, devices, agents, users, and technicians.
The cloud help desk of the software helps create alerts, custom tickets, and ticket rules. You can also start remote support sessions right from your help desk tickets.
Spiceworks offers a connectivity dashboard that notifies you of real-time connectivity between your remote sites and IT infrastructure. You can monitor end users and analyze which applications are running slow, inaccessible, or have had their systems go down. With all plans, premium support is available. You can contact technical support, or choose community support where millions of IT pros and vendors are available.
There is also email support for general inquiries. Wrike is a project tracking software that helps identify roadblocks and track team progress. You can create request forms that automatically assign requests to the right people. With AI Work Intelligence, you will receive recommended tasks and assignee suggestions. You can save tasks and subtasks in folders, set deadlines for each task, add descriptions, and attach relevant files.
You can see and filter all updates in real time. The tool offers cloud storage integrations with Google Drive, Dropbox, Microsoft Office , and One Drive so you can see your files independent of Wrike.
You also receive 2 GB of storage space per account. Wrike offers a knowledge base, interactive training, live webinars, how-to videos, and community support. You can also submit a ticket to get assistance from the support team. Zoho BugTracker provides a consolidated view of bugs by dividing them into groups based on their status such as open, in progress, to be tested, and reopen.
You can import bugs from other bug tracking systems. In the free version, you can add one project and three users per project. The tool allows you to create a new document, or upload documents from the cloud or your desktop. You can add the calendar module to organize meetings, schedule appointments, and manage the resolution deadlines for bugs. The issue tracking software provides bug layouts wherein you can receive default fields that you can edit and delete.
You can also add fields based on requirements. To get in touch with the vendor, you can fill the contact form. The vendor offers Android and iOS apps. Zoho Desk enables email communication with pre-built templates.
The emails are organized in queues based on turnaround time, priority, and status so that you know which email requires your immediate attention, and no customer complaint goes unnoticed.
Zoho Desk integrates with Zoho CRM to help sales teams collaborate effectively with the customer support team. With more detailed information from using the CRM, you can convert leads into customers and retain the present ones. The issue tracking software offers a multilingual knowledge base that allows you to create and manage articles in multiple languages to support customers from different regions. Zoho Projects is a project management tool that offers essentials such as task tracking and a Gantt chart viewer to manage your projects.
The tool breaks down your project into task lists, milestones, tasks, and subtasks to make the project simpler and to get a better view of the workflow. You can record issues in your projects and add custom views to your issues list. This helps in prioritizing time-sensitive and high-priority issues.
Zoho Projects offers mobile apps for iOS and Android devices.
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