Customer-facing support roles are fast-paced and require a lot of focus — to master them, your team needs to be organized and capable of maintaining an efficient workflow.
That's why the HubSpot Support team — which fields a few thousand support cases every weekday — uses issue tracking software. In this post, we'll review what issue tracking software is and cover the best options available for your business this year and beyond. Issue tracking software is a customer service and support tool that records incoming support cases from start to finish.
It monitors a case's progress and provides updates whenever there's a change on a ticket. This ensures service cases are completed on time and no customer request is lost. Issue tracking software isn't limited to customer tickets, either. If an employee notices a problem, they too can report it through the software.
In fact, some systems even automatically submit tickets when the software encounters internal issues. It's important to communicate with customers using their preferred channels.
So, your issue tracking software should field customer tickets from several different sources, including phone, email, live chat, social media, and online forms. This will help your support team create an omnichannel experience for your customers. One important feature for issue tracking software is the ability to integrate with your other apps and service and support tools, like Service Hub or your CRM platform. This lets you centralize data into one location, preventing data silos and making it easier to find timely information.
Two heads are better than one. So, software that allows teammates to work on an issue at the same time is beneficial because it ensures every ticket is getting solved as efficiently as possible. In other words, issue tracking software streamlines and improves your team's ability to communicate and collaborate in real-time on any ticket. Since manual labor can only do so much, it's extremely helpful to have automation that can assign tasks, fill in answers to common questions, and organize tickets based on priority.
These features will save your reps time and increase their daily productivity. It's difficult for issue tracking software to operate without a ticketing system. Tickets provide a document for the software to track and centralizes all case information into one location.
Many issue tracking tools, like HubSpot, come with a ticketing system. However, if your software doesn't have a ticketing system pre-installed, make sure it can integrate with an external one. Every issue tracking system should come with some form of reporting and analytics. This way, you can track your team's progress and identify areas to optimize performance.
For instance, HubSpot's Issue Tracking Software offers visualizations and dashboards to analyze performance and communicate insights information to your team. TracGuide , TracFaq , Trac 1. ChangeLog , RoadMap , Trac 1. For a complete list of available wiki pages, see the TitleIndex. This is the TracWiki , editable by its users. However the site you are currently visiting tracks the actual development of the Trac project, so please don't make edits here on trac. Instead, if you want to test out some of the features in Trac, please use the demo sites see list of demos at top of page.
Are you curious who is using Trac, or would like to list your own name, visit the TracUsers page. See also what others have to say AboutTrac. For managing project, eTraxis gives you a flexible platform involving multiple organizations by providing a central place for all project activity. It allows to create multiple users and projects and at the same time view the bugs assigned.
Custom workflows is an additional feature of this system that make handling project as per your requirement. Download eTraxis. It is an open source bug tracker and issue tracking system that is written using Asp. Net platform and requires MySQL as a database. It has got everything that is required for creating projects, issues and managing them efficiently. It is free but the pro-version is licensed and commercial. Download link. It prioritize and organize development task in one central place.
It includes a powerful search engine that enables you to instantly search the complete content of cases, wiki articles, and customer correspondence. Fogbugz supports almost all ios, Android, Blackberry, tablets, and ipads. It is a commercial product but reasonably priced. Download FogBugz. Recording the issue in the Bug Genie is simple and fast.
Also, you can add any number of the custom field to your issues. It exports all searches and project timeline as RSS feeds. In issue views and search lists, issue related actions are available with a single click.
While the integrated quicksearch enables you to quickly view your issue, it also allows to search through wiki articles, users, teams and more. It is a complete Project management and issue tracking tool. Download Bug Genie.
Lighthouse is the perfect ticket tracking solution. It is simple, organized and compatible with your mobile devices. To manage the bug, lighthouse give you all the amenities it requires like custom states, effective tagging system, advanced search, saved searches and a mass editing tool.
It also integrates with dozens of useful services that integrates with Lighthouse like Airbrake, Github, Exceptional, Beanstalk, etc.
With few clicks, you can start managing tickets with commit messages or convert the application exception into lighthouse issues. Download Lighthouse. Though it is a commercial tool, it is affordable. This tool is developed for large companies who need high volume licensing with a minimum prize.
Bughost is accessible on cloud and can create an issue directly into your project. Download BugHost. It is an open source web based project management software designed for small and medium size businesses. It is cloud based and alternative to tools like basecamp. The key features of collabtive includes project management, milestones, basecamp import, file management, collaboration, timetracking etc. Download Collabtive.
Team foundation server enables all stakeholders to participate in the development process using a single solution, but it is also used as a bug tracking tool. For bug tracking TFS gives notifications to team members as well as keeps the record of whom the bug was assigned to. Since TFS integrates with Active Directory, it is possible to send updates about the bug to the customer who filed the bug. Download Team Foundation Server. IBM ClearQuest tracks, captures and manages any type of bugs.
Like any other tool, IBM rationalquest also gives you all the advantage of bug tracking system. It can improve visibility and control of software development projects.
With unfuddle developers can commit source code. It can integrate with most critical tools for any software project. Unfuddle gives better security to your data as amazon provides their servers. It helps to track bugs, feature request and manage the tickets. Download Unfuddle. DevTrack is not specially designed as a regular bug tracker tool.
It has a wide range of function but can be considered for defect tracker. Download DevTrack. It is a web-based bug tracking and project management system. The platform supports tasks planning, creates stories to track tasks, as well as various reports and statistics.
The other features of this tool include. You should NOT use Defect Trackers when testing small and simple software projects as these tools take have a steep learning curve and may involve license costs.
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