Here’s the thing – most customers base their purchasing decisions on excellent customer service. An important statistic shows that 72% of customers consider fast issue or complaint resolution a hallmark of good customer service. So, the onus is on you to retain these customers – and that requires you to invest in software and strategies for fast issue resolution.
One tool you need is the issue-tracking software. It provides a ticketing system to record and follow the progress of customer cases. And as your company and teams grow in size and complexity, the limits of an Excel sheet for tracking issues will show. Customer support and success roles are often demanding and fast-paced.
So, for your team to perform to the best of their ability, they must be organized and have the tools to help them deliver. The issue-tracking software helps reps manage tasks and track long-term or complicated inquiries.
Don’t know which software to use? Let’s share our best options below. But first, here’s what the software does and how you can use it with our screen recording software – Zight.
What is an Issue Tracking System (ITS)?
Issue tracking systems, commonly referred to as ITS, are software applications that provide a ticketing system to record and follow the progress of every issue identified by a computer user until the issue is resolved. They are also called bug or ticket-tracking tools because they centralize and manage all customer requests from one platform.
The software can be on-prem or cloud-based. The latter makes it simple for service agents to access the system and process service tickets from anywhere.
You can use your best issue-tracking software to manage, organize, analyze, and respond to numerous support tickets. As a result, you’ll foster better customer relationships and create better status reports.
The software creates a support ticket when a customer reports a problem or asks a question. Then, your customer service agent will take up the ticket and prioritize it – maybe even collaborate with other departments like sales and development teams to find a solution. Once they resolve the issue, they will update the ticket status and inform the customer of a resolution.
The best part is that these bug-tracking tools track and update all activities. Even better, they provide analytics you can use to identify trends and areas for improvement. As such, you can see what issues your customers repeatedly complain about and find a holistic solution.
You can also use this issue tracker to report and manage your employees’ internal issues. So, you can get it for your customer success teams to create, update, and resolve reported customer issues and track issues reported by your employees.
Issue tracking systems often encompass resource allocation, time accounting, priority management, oversight workflow, and implementing a centralized issue registry. A support ticket should include vital information for the account involved and the issue encountered. An ITS will also contain a knowledge base with helpful information on each customer, resolutions to common problems, and other similar data.
How Zight Can Plug Into Your Selected Issue Tracking Software To Help With Faster Communication
There are different issue-tracking tools, including live chat software, email ticketing systems, helpdesk software, customer relations management (CRM) software, and social media monitoring software. The one thing they all have in common is a demand for clear communication from the customer and your customer support teams.
If you want to ensure the best customer satisfaction, it is best to invest in a suitable communication technique that would allow your customers to communicate the issues they face clearly. In addition, a good communication strategy would empower your teams to provide thorough information when and after resolving issues. Luckily, Zight can help you do all this. Here’s how:
I. Integration
When getting an issue tracking software, one of the most essential features to ensure is integration. Good software will integrate with your existing tech stack to centralize communication and tracking.
Zight integrates with many issue-tracking tools like Zendesk, Slack, Asana, Jira, and more – talk about convenience! You will only need to log into your issue-tracking software and communicate clearly with Zight’s helpful features. Let’s discuss these below.
II. Screenshots
Think of that time when a customer wants to report a bug or when your teams need to help your customers troubleshoot issues on their laptops. It would be tough to help a customer when your support agents don’t fully grasp what the customer is dealing with. Likewise, it would be hard for your agents to help customers solve issues simply through a phone call.
But, you can encourage your customers and support teams to use screenshots that will make communication fast and effective. Here’s how to take a screenshot and annotate it for the best communication.
III. Screen Recording
Just like with screenshots, a screen recording would take communication a notch higher when using your issue tracker. After all, you want the issue tracking software to help you solve issues faster – so it makes sense to also invest in better visual communication.
A Zight video will let your customers and teams communicate fast. For instance, your customer can record a bug they are reporting in action, while your customer support agent can record their troubleshooting steps to show a customer how to work around their issue.
Remember when we said you can also use an issue tracking software to record internal issues? Well, how about recording updates so your employees don’t have to be frustrated when working on new projects? Think of it like a training video where you show everyone what to do to avoid technical issues. Here’s more on how to record your screen with Zight!
III. Webcam Recording
Have you ever thought about the many software tools you use to help your customers? Well, one of the biggest turn-offs for customers is thinking they are not getting help from a human. In fact, 90% of customers are willing to spend more on companies that offer personalized customer support.
This means it is now more than necessary to humanize your issue resolution. And what better way than to use videos – precisely your webcam? With Zight, you can record your webcam and screen simultaneously when resolving a customer request.
This way, you will show the steps needed to troubleshoot a problem while proving you’re a human on the other line. This will lead to increased trust and, with the statistic above, return business!
IV. GIFs
One of the best ways to improve your customer service and boost customer satisfaction is through empowering your customers to solve their issues. It saves time for your customer service teams while also helping your customers understand your offering better.
This is why we suggest creating or improving your self-knowledge base with GIFs. GIFs are short videos that keep replaying themselves on a page, and one of the best techniques to detail your step-by-step guides that customers can follow to resolve issues. So, start creating awesome self-service content with Zight’s GIF maker today.
V. Easy File-Sharing
When solving customer issues, you’ll find that you need to constantly send and receive files, such as screenshots, videos, and more, to be able to diagnose and solve requests. Typically, this would mean a long live chat or email thread – which means you can take days to resolve the same issue because of communication delays.
But when you use Zight, recording solutions, sharing them with customers, and asking for feedback is as easy as 1,2,3.
Once a customer makes a request, you can take a screenshot or record a video or GIF detailing your resolution process. You can then share this file as a link, where your customer can watch for solutions and leave a comment for feedback. This also presents a way to use your unresolved customer tickets as hidden insights for gathering helpful feedback!
VI. Artificial Intelligence
Even with your issue-tracking software, you might often face communication challenges due to the complexity and technical nature of issues. Misunderstandings can arise from unclear descriptions or language barriers, and lengthy discussions in written form can lead to misinterpretation or overlooking critical details. Also, sifting through extensive video content for specific information can be time-consuming and inefficient, potentially delaying issue resolution.
Luckily, Zight AI addresses these challenges by enhancing communication in issue-tracking tools.
Its video summarizing feature provides concise overviews of video content, while smart titles offer immediate context to make it easier to grasp the essence of an issue. The translation and auto-transcription capabilities ensure that language barriers do not hinder understanding for inclusive communication among diverse teams. In addition, smart chapters organize lengthy videos into manageable sections to streamline the process of finding relevant information.
Features of Issue Tracking Systems
There are many issue-tracking software solutions in the market, making it imperative to understand what you need for your business before investing. Here are some vital features you may need to have in yours:
- Prioritization and urgency: Look for a system that allows you to categorize issues by urgency and priority, helping you tackle the most critical problems first
- Comprehensive details: Your ideal ITS should keep a detailed record of each issue, including customer identity, issue description, and past resolution attempts
- Assignment and time tracking: Choose a system that lets you assign issues to specific team members and track the time spent on each issue for efficient management
- Integration capabilities: Ensure the ITS can integrate with other applications and management tools, making it a versatile and adaptable solution in your business environment
14 Best Issue-Tracking Software Solutions For Teams
Here are our top picks for the best issue-tracking tools for your customer support and development teams;
1. Jira
Jira, from Atlassian, is a project management and issue-tracking software established in 2002. It has a comprehensive suite of features, making it a top choice for large-scale enterprises, though its complexity might pose a challenge for newer users.
Some of these features include Advanced Roadmaps for intricate project planning across multiple teams, customizable workflows to enhance team efficiency and a powerful no-code automation engine. The tool also excels in dependency management and offers extensive reporting capabilities to provide teams with actionable insights into their performance.
The issue-tracking software also comes with robust security features like enforced Single Sign-On (SSO), two-factor authentication, and comprehensive audit logging. The pricing is tiered to accommodate various needs, from small teams to large enterprises. You can get a free plan for small teams or those new to issue tracking. For more advanced features and larger team requirements, Jira provides Standard, Premium, and Enterprise plans, with pricing that scales according to the number of users and feature range.
2. Zendesk
Zendesk stands out as a versatile issue-tracking software widely adopted by companies like Uber and Airbnb. It centralizes customer issues from various channels to streamline the support process. The software facilitates seamless communication between customer service departments and their clients through live chat, messaging, and a direct phone option.
The software also comes with features like automated issue management, task assignment, and comprehensive auditing. An intuitive interface resembling a regular email inbox also simplifies adaptation and issue resolution for teams. With plans starting at $55 per month, Zendesk offers a flexible pricing structure to accommodate businesses of different sizes and needs.
3. HubSpot
HubSpot’s Service Hub is an integral part of its CRM platform that provides a help desk and ticketing system to create an issue-tracking software. With it, you can record, organize, and follow customer issues, ensuring no case slips through the cracks.
It prioritizes tickets and assigns cases to ideal team members. Other features include omnichannel support, feedback loops, and advanced reporting tools for an optimized customer service experience. The software’s integration capabilities, with over 1,400 custom integrations, provide teams with a holistic view of customer interactions.
The software is available for free, with more advanced features offered in its Starter, Professional, and Enterprise editions.
4. Backlog
Backlog combines the functionalities of project management and code management, making it an exceptional tool for issue tracking. Its process-oriented approach – capturing, prioritizing, tracking, and releasing, ensures a thorough resolution of software issues.
During “capture,” employees document exactly where and when the issue occurred. In “prioritize,” issues are prioritized based on urgency and assigned to specific team members. When the issue reaches “track,” team members working on the task can comment on it with updates. Finally, in “release,” developers can share their resolutions right within the tool.
The tool’s integration with version control systems like Git and Slack adds to its appeal for software development teams. Other superb features like Gantt charts and burndown charts enhance its utility in managing complex projects.
With a free plan available for smaller projects and tiered pricing for growing teams and larger companies, Backlog offers a scalable solution for businesses of various sizes. The pricing starts at $35 per month for the Starter plan.
5. Asana
Asana stands out for its simplicity and effectiveness in team-based work management. Despite its straightforward design, the software features all the necessary tools for managing team projects and tasks. Its ability to assign work, specify deadlines, and facilitate task-related communication makes it a robust platform for project management.
The tool’s integration capabilities allow it to work seamlessly with other software like Zight, enhancing its utility in diverse work environments. While Asana may not offer the specialized issue-tracking features of some dedicated platforms, its comprehensive approach to task management, combined with its ease of use, makes it an excellent choice for teams prioritizing efficiency and clarity in their project workflows.
Asana’s pricing structure caters to a range of needs, starting with a free plan for individuals or small teams. The Premium and Business plans, priced at $10.99 and $24.99 per user per month, respectively, when billed annually, offer more advanced features for larger teams and complex projects.
6. WebIssues
WebIssues is an open-source client and server-based issue-tracking system. It is user-friendly, with easy installation and setup, making it a great choice for teams that need a straightforward solution. You can use it to filter and search issues, track modifications, and integrate with email systems, which adds to its practicality in managing a variety of issues.
The software also lets you create detailed reports and manage data exports, which are essential for keeping track of issue resolution progress. In addition, you get excellent security and rights management guarantees to safeguard sensitive information.
WebIssues is particularly well-suited for smaller teams or organizations looking for a free, customizable, and capable issue-tracking platform. Its open-source nature allows for significant customization, catering to the specific needs of different teams. It is a free tool under the GNU Affero GPL v3 license and also an excellent choice for organizations seeking a cost-effective yet powerful issue-tracking solution.
7. Airbrake
Airbrake’s issue tracking system stands out for its real-time alert system, which notifies your team immediately when an issue arises. It provides a detailed trail of events leading to the issue, empowering your team to prevent future occurrences effectively.
With expert diagnostics, your team will quickly identify and resolve the most critical errors before they affect your most valuable users. You can release new products feeling secure that you’ll be able to recognize and troubleshoot any issues that arise. The plans start at $19 per month for the Dev + Errors Plan, which includes basic features suitable for smaller teams or individual developers.
8. Trac
Trac stands out in project management and issue tracking for its minimalistic yet powerful approach. It combines a user-friendly ticket management system with integrated wiki and reporting tools to make it a comprehensive solution for tracking and managing issues.
The open-source nature is also one of Trac’s most significant advantages – it is a cost-free, customizable platform for organizations. Issues in Trac are referred to as “tickets,” and Trac’s ticket management system can be adapted for defect management as well. Trac is available on all major operating systems and various cloud hosting services.
9. Help Scout
Help Scout comes with a customer-focused design and intuitive interface mirroring the familiarity of an email inbox. The software replaces traditional ticket numbers with ‘conversations’ to enhance the customer support experience.
It also streamlines the resolution process to eliminate the need for prolonged back-and-forth communication and enable faster, more accurate responses. Central to its functionality is a shared inbox system that consolidates all customer conversations, making it easier for teams to track and manage issues. The platform also includes a Docs knowledge base, which empowers customers to find answers independently, plus conversation trends reports, which analyze team performance and customer satisfaction.
HelpScout also offers a multi-mailbox feature so teams can manage several products or brands from one account for a streamlined issue-tracking process. Finally, integration capabilities make the software suitable for small to medium-sized businesses focused on delivering efficient, customer-centric support.
The pricing begins at $20 per user per month for the Standard Plan, scaling up to $40 for the Plus Plan and $65 for the Pro Plan, catering to different team sizes and needs.
10. HappyFox
HappyFox is a streamlined software for categorizing tickets using various metrics such as priority, due date, and status. The software is equipped with automated issue-tracking features, utilizing predefined conditions in Smart Rules, which effectively reduces the manual workload for agents.
You can customize this software to suit the specific needs of an organization, whether it’s through custom-colored statuses, themes, or personalized names and footers. In addition, the software allows the automation of reports based on customizable specifications, which you can periodically receive in mailboxes for better management and analysis of customer issues.
HappyFox pricing starts at $29 per agent per month for small teams and an Enterprise Plan for larger organizations at $89 per agent per month.
11. FreshDesk
Freshdesk is a versatile issue-tracking software that centralizes customer interactions in a unified help desk to simplify the management and resolution of issues. The software features automated follow-ups and a unique “collision detection” feature, which alerts users if another agent is viewing or replying to the same ticket.
This scalable solution grows with your business, accommodating increasing demands without compromising on efficiency. The software’s pricing starts with a free plan, while professional subscriptions begin at $15 per agent per month, a cost-effective solution for businesses seeking a comprehensive issue-tracking system.
12. ClickUp
ClickUp is another comprehensive project management tool that specializes in issue tracking. You get features such as lists, boards, and Gantt charts for teams to use when planning and managing their issue-tracking processes. The platform’s adaptability also makes it a suitable replacement for multiple tools for a unified solution for diverse team needs.
The software’s real-time chat and the ability to add comments to tasks or documents streamline communication and enhance team collaboration and decision-making. ClickUp’s pricing starts with a free plan for personal use, while professional subscriptions begin at $7 per member per month.
13. Trello
Trello is renowned for its Kanban board approach, which offers a dynamic and user-friendly platform for issue tracking. Its visual project management style, characterized by boards, lists, and cards, simplifies the organization and prioritization of tasks and issues.
Trello’s adaptability is further enhanced by its “Power-Ups,” which add functionalities like calendars and voting directly into your boards. In addition, its open-source nature and pricing structure, starting with a free plan and scaling to more feature-rich paid options starting at $5 per month. Overall, it is accessible to a wide range of users, from small teams to larger enterprises.
14. Shortcut
Shortcut is a dynamic issue-tracking platform tailored for software development teams. The software features customizable workflows that allow teams to define and follow their unique processes for identifying, prioritizing, and resolving issues. For instance, the software can adapt to various project management styles, from Kanban to Scrum, fitting seamlessly into the team’s existing workflow.
In addition, Shortcut’s iterations and milestones features are invaluable for planning and tracking progress. They provide a clear overview of issue resolution timelines and ensure that critical issues are addressed promptly. Another superb feature is Shortcut’s advanced reporting tools. They offer insights into the team’s development velocity, issue resolution times, and other key performance indicators. This data is crucial for continuously improving the issue-tracking process.
The platform also boasts robust integration capabilities, connecting seamlessly with popular development tools like GitHub, Slack, and Figma. You can get the free plan or subscribe to the pro plans that have improved features. The pro plans start at $8.50 when billed annually.
Bonus Tips for Maximizing Your Issue Tracking Software
1. Integrate with Existing Tools Your issue-tracking software should seamlessly integrate with the tools your team already uses. This includes communication tools like Slack, project management platforms like Asana, and CRM systems like HubSpot. Integration ensures a streamlined workflow, reducing the need to switch between different platforms and helping maintain context in communications.
2. Automate Repetitive Tasks Leverage automation features to handle repetitive tasks such as ticket assignment, status updates, and follow-up reminders. Automation can save your team significant time and reduce the likelihood of human error, ensuring that no ticket is overlooked.
3. Utilize Custom Workflows Different teams have unique processes for handling issues. Customize your workflows to fit your team’s specific needs. For example, you might have separate workflows for different types of issues (e.g., technical bugs, customer complaints) to ensure that each type of issue is handled appropriately.
4. Regularly Review and Update the Knowledge Base Maintain an up-to-date knowledge base within your issue tracking system. Regularly review and update articles to ensure they reflect the latest information and solutions. This resource can be invaluable for both customers and support agents, providing quick answers and reducing the volume of tickets.
5. Implement Multi-Channel Support Ensure your issue tracking system supports multiple channels, including email, chat, social media, and phone. This approach allows customers to choose their preferred method of communication and can help in addressing issues more quickly.
6. Train Your Team Invest in regular training sessions for your team to keep them updated on new features and best practices for using the issue tracking software. Well-trained staff can utilize the tool more effectively, leading to faster and more efficient issue resolution.
7. Monitor Performance Metrics Use the reporting and analytics features of your issue tracking software to monitor key performance metrics such as response times, resolution times, and customer satisfaction scores. Regularly review these metrics to identify areas for improvement and to ensure your team meets its performance goals.
8. Foster Collaboration Encourage collaboration within and between teams by utilizing shared dashboards, comment sections on tickets, and @mentions. This helps ensure that complex issues involving multiple departments are addressed comprehensively and efficiently.
9. Enable Self-Service Options Provide customers with self-service options through a well-organized knowledge base and FAQs. This can empower customers to resolve minor issues independently, reducing the load on your support team and improving customer satisfaction.
10. Prioritize Issues Effectively Implement a clear system for prioritizing issues based on factors such as severity, customer impact, and urgency. This ensures that the most critical issues are addressed promptly and that resources are allocated efficiently.
11. Solicit Customer Feedback After resolving an issue, solicit feedback from the customer to understand their satisfaction level and gather insights for improvement. Use surveys and follow-up emails to collect this information and incorporate it into your support strategy.
12. Use Tags and Labels Utilize tags and labels to categorize tickets by type, department, priority, or any other relevant criteria. This makes it easier to filter and manage tickets, ensuring that similar issues are grouped together and handled consistently.
13. Regular Maintenance and Updates Keep your issue tracking software updated with the latest features and security patches. Regular maintenance ensures the system runs smoothly and reduces the risk of technical issues disrupting your workflow.
14. Manage User Permissions Configure user permissions to control access to sensitive information and ensure that team members have the appropriate level of access based on their role. This enhances security and ensures that only authorized personnel can make critical changes or view sensitive data.
15. Leverage Artificial Intelligence Explore the use of artificial intelligence (AI) within your issue tracking software. AI can help by suggesting solutions based on past ticket data, automating responses to common queries, and even predicting issues before they arise.
16. Document and Share Best Practices Create and maintain documentation on best practices for using your issue tracking software. Share this documentation with your team to ensure everyone follows the same procedures and utilizes the software to its full potential.
17. Periodic Audits Conduct periodic audits of your issue tracking processes to identify inefficiencies or areas for improvement. Use audit results to refine workflows and enhance overall performance.
18. Encourage a Proactive Approach Encourage your support team to take a proactive approach by regularly reviewing open tickets and following up with customers before they have to reach out again. This proactive stance can improve customer satisfaction and prevent issues from escalating.
19. Utilize Visual Aids Incorporate visual aids such as charts, graphs, and dashboards within your issue tracking software to provide a clear overview of ticket statuses, team performance, and trends. Visual aids can help in quickly identifying bottlenecks and areas requiring attention.
20. Provide Multilingual Support If your customer base is global, ensure your issue tracking system supports multiple languages. This can improve communication with non-English speaking customers and enhance their support experience.
21. Encourage Feedback from the Support Team Your support team is on the front lines and can offer valuable insights into the effectiveness of your issue tracking software. Regularly solicit their feedback to identify pain points and potential enhancements.
22. Create Detailed User Profiles Maintain detailed profiles for each user that include their interaction history, previous issues, and any relevant notes. This context can help support agents provide more personalized and efficient service.
23. Optimize for Mobile Ensure your issue tracking software is optimized for mobile devices. This allows your team to manage tickets and respond to issues on the go, increasing flexibility and responsiveness.
24. Continuously Improve Commit to continuous improvement by regularly reviewing your issue tracking processes and seeking out new features or tools that can enhance efficiency and customer satisfaction. Stay abreast of industry trends and best practices to keep your support operations at the cutting edge.
By incorporating these bonus tips, you can maximize the effectiveness of your issue tracking software, streamline your support processes, and enhance overall customer satisfaction. Remember, the goal is to not only resolve issues but to do so in a way that builds trust and loyalty with your customers.
In Conclusion
If we haven’t made it clear, issue-tracking software systems offer salvation to support and success teams who have tried to manage issues using spreadsheets, email messages, and sticky notes, only to fail desperately and realize that’s not the way to go – at least once you’re trying to scale.
When selecting an issue-tracking software, carefully evaluate your needs and pick one that can improve your workflow without burdening you with too much complexity or draining you of your resources. The 14 options above are all superb for all teams, so we recommend signing up for any. As you do, remember to use it in tandem with Zight to improve your communication and service delivery.
