Categories   >   Issue Tracking Software
Last Reviewed: November 14th, 2024

Best Issue Tracking Software Of 2024

What is Issue Tracking Software?

Issue Tracking Software is a specialized tool that orchestrates the process of identifying, following, and resolving issues or bugs. By rectifying the scattered nature of problem handling, it ensures that no issue slips through the cracks, resulting in optimized operations and improved product quality. In addition to facilitating problem management, it offers benefits including efficiency in operations, clear accountability, and enhanced team collaboration. Key functionalities often include issue logging, tracking, resolution and reporting. On the horizon, AI capabilities are set to enhance tracking and prediction. Software development and IT industries, among others, stand to benefit the most from this tool. However, it requires careful implementation, and user training, to prevent misuse or underutilization. In conclusion, Issue Tracking Software offers a structured pathway to managing and resolving issues - boosting operational efficiency and product quality, while stressing on apt usage and implementation.

What Are The Key Benefits of Issue Tracking Software?

  • Enhances issue management
  • Improves product quality
  • Boosts operational efficiency
  • Facilitates team collaboration
  • Promotes accountability
  • Streamlines issue resolving
  • Drives informed decision-making
  • Ensures issue tracking
  • Prioritizes important issues
  • Automates updating processes
Read more

Overall

Based on the latest available data collected by SelectHub for 39 solutions, we determined the following solutions are the best Issue Tracking Software overall:

Zendesk
Zendesk
Start Price
$55
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Why We Picked Zendesk

Zendesk For Service offers streamlined tools for businesses of all sizes. It excels in features like ticket management, collaboration and knowledge management. Its interface is easy to use and understand, and there are plenty of onboarding resources for new users. The platform also offers numerous integrations with programs like CRM systems, project management tools and collaboration tools like Slack.

While users praised the comprehensive features and level of customization offered by the platform, they also said that this can make the learning curve steeper. Some customers were also disappointed by the lack of advanced reporting tools, the unresponsiveness of customer support and high cost for small businesses. All in all, Zendesk is a scalable and feature-rich solution for businesses looking for an efficient ticketing and support tool.

Pros & Cons

  • Ticket Management: 83% of users who talked about Zendesk’s ticket management features had a positive experience and praised the platform.
  • Ease of Use: 64% of users who talked about their onboarding and general experience using the platform said Zendesk was easy to use and learn.
  • Integrations: 57% of reviewers who mentioned integrations were happy with the range and variety of integrations available.
  • Knowledge Management: 83% of users who mentioned using the knowledge management and help center tools said they had a positive experience.
  • Collaboration: 92% of users who talked about Zendesk’s collaboration tools said that the platform made external and internal collaboration and communication easier.
  • Reporting: 55% of users who talked about the platform’s reporting and analytics tools complained about the lack of advanced reporting tools, especially on cheaper plans.
  • Customer Support: 70% of users who talked about contacting Zendesk customer service expressed dissatisfaction with their experience.
  • Cost: 100% of users who talked about pricing said that the cost of the platform was quite high for small businesses and businesses in developing countries.

Key Features

  • Ticketing System: Offer high-quality customer support across various channels with pre-built dashboards, automation, customer ticket fields and dynamic forms. Avoid misplacing tickets, produce faster resolution and boost the bandwidth via robust tools such as CSAT ratings, routing, service-level agreements and time tracking. 
  • Omnichannel Support: Offer quick and seamless customer support through multiple channels including email, phone, chat, customized chatbots, a website, WhatsApp, messaging, Facebook and Twitter to ensure faster resolutions 
  • Messaging and Live Chat: Engage in long-term, personalized conversations with customers to deliver instant support without any repetitions. Help customers get instant answers via bots and integrated programs with the ability to turn to a live agent whenever needed. 
  • Help Center: Give customers access to knowledge base articles and automated suggestion pop-ups to enable a streamlined and efficient self-service. Convert essential issues in the community into resolvable tickets and update reusable content from help centers and articles through content blocks. 
  • Voice Support: Deliver instant support to customers with a cloud-based voice solution, plug into 90+ telephone providers. Extend voice capabilities with services including redaction, quality assurance and advanced call transcriptions. 
  • Community Forums: Create a platform for customers to collaborate, provide feedback, review the product, and answer other user’s questions. Help them reach out for the most relevant services. 
  • Reporting and Analytics: Analyze how customers use websites, products, services and various support channels. Determine ways to improve the experience by getting instant access to insights and identifying problem areas via customizable, pre-built dashboards. 
  • Knowledge Base: Help customers get to know the services and products better by creating easy-to-read articles with rich formatting and translations to 40+ languages for a localized customer experience. 
Splunk
Splunk
Start Price
$150
Per GB, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Splunk

Splunk is a robust security and incident-monitoring platform for operations support. Event logs, alerts, security management and KPI tracking make it a robust enterprise solution. Search, storage and analysis are its strong points.

We referenced online reviews for the past 18 months for this synopsis.

About 92% of data workers said its incident review dashboard enables easy system monitoring. The capability to design dashboards with the option to drill down into data is an asset. Some users said they would like to have more visualizations.

It garnered high praise for real-time incident monitoring. During our research, an oft-repeated sentiment was that users would not want to revert to previous tools.

About 84% of knowledge workers reviewing functionality said the solution had substantial data collection and analysis capabilities. Around 65% of reviewers reported it was easy to use and had a readable log format.

About 96% of the users citing pricing said it was costly but praised it for delivering on its promise and worth every penny. It can be complex to learn, and there’s a significant learning curve, according to around 77% of data workers who mentioned adoption.

Slow loads and delayed responses were at the top of the minds of around 61% of users when discussing performance. According to Enlyft, mid-sized enterprises form a large chunk of the user base, and understandably so, as its steep price can deter small players.

Pros & Cons

  • Data Visualization: About 92% of users mentioning dashboards praised its rich displays and many options to create custom views.
  • Functionality: Around 84% of users reviewing capabilities praised its rich feature set.
  • Ease of Use: Almost 65% of users citing user-friendliness praised the platform for making log analytics accessible.
  • Deployment: About 61% of users reviewing deployment said the system was easy to set up.
  • Pricing: Around 96% of users mentioning cost found it expensive.
  • Learning Curve: Deep learning is required to use the platform, approximately 77% of users referencing training said.
  • Performance: About 61% of users reviewing performance said it slowed down when handling complex queries.

Key Features

  • Data Integration: Pull data from on-premise, cloud, streaming sources and machines. Include relational databases using Splunk DB, an add-on module. Splunk doesn’t support SQL databases otherwise.
  • Device Diversity: Gather user and system data from personal and network devices, servers and IoT sensors. Access reports and dashboards on a web interface from iPads, TVs and phones.
  • SPL: Search, filter and analyze data with a powerful query language. Boost adoption with natural language commands using Splunk AI.
  • Interactive Dashboards: Create custom KPI displays using the dashboard editor. Click on visualizations to link to other dashboards, drill down and run new searches.
  • Reporting: Understand data using statistics and create advanced reports using the existing BI tech stack. Calculate typical values in a dataset using averages and medians. Measure how each value differs from the mean and each other.
ServiceNow
ServiceNow
Start Price
$4,500
Per User, Annually
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked ServiceNow

ServiceNow's Help Desk Software receives consistent praise for its intuitive interface, robust automation capabilities, and comprehensive reporting features. Users appreciate its ability to streamline workflows, improve efficiency, and provide real-time visibility into support operations. However, some reviewers note that its complex configuration and customization options can be daunting for small teams or those with limited technical expertise.

Compared to similar products, ServiceNow stands out for its scalability, enterprise-grade security, and extensive integration options. Its ability to handle large volumes of support requests and integrate seamlessly with other business systems makes it a popular choice for large organizations. However, its higher cost and steep learning curve may not be suitable for smaller businesses or those with less demanding support needs.

Overall, ServiceNow's Help Desk Software is best suited for large organizations seeking a comprehensive and scalable solution. Its strengths in automation, reporting, and integration make it a valuable tool for streamlining support operations and improving customer satisfaction.

Pros & Cons

  • Robust Ticket Management: Efficiently manage and track tickets from submission to resolution, with customizable workflows and automated notifications.
  • Seamless Integrations: Effortlessly connect with other business systems, such as CRM, ERP, and HR, for a unified view of customer interactions.
  • Comprehensive Knowledge Base: Empower users with self-service options by creating and managing a searchable knowledge base of FAQs and solutions.
  • Automated Workflows: Streamline processes by automating repetitive tasks, such as ticket assignment, escalation, and status updates.
  • Real-Time Analytics: Gain valuable insights into performance metrics, customer trends, and areas for improvement through customizable dashboards and reports.
  • Mobile Accessibility: Provide remote teams and users with access to the help desk platform anytime, anywhere, through mobile applications.
  • Enhanced Collaboration: Foster teamwork and knowledge sharing among support agents through integrated chat, forums, and collaboration tools.
  • Scalability and Flexibility: Easily adapt the platform to changing business needs, with the ability to handle large volumes of tickets and integrate with new systems as required.
  • Excellent Customer Support: Receive dedicated support from ServiceNow's team of experts to ensure smooth implementation and ongoing assistance.
  • Proven Track Record: Leverage a platform trusted by leading organizations worldwide, with a proven track record of delivering exceptional help desk solutions.
  • Steep Learning Curve: Navigating ServiceNow's complex interface and functionality requires significant training and experience, leading to slow adoption and productivity challenges.
  • Customization Limitations: While ServiceNow offers customization options, they can be restrictive and time-consuming, hindering organizations from tailoring the platform to their specific needs.
  • Costly Implementation: Implementing ServiceNow can be expensive, involving licensing fees, professional services, and ongoing maintenance costs, which may not align with all budgets.
  • Limited Reporting Capabilities: ServiceNow's built-in reporting features may fall short of providing comprehensive insights and analytics, requiring additional third-party tools or custom development.
  • Slow Performance: Users have reported instances of slow performance and responsiveness within ServiceNow, particularly during peak usage times, affecting productivity and user satisfaction.

Key Features

  • Customer Service Management: Enable the back, middle and front offices to address customer issues and automate common requests prudently. Get access to robust tools such as dashboards, cross-portal search and activity feed to enhance the customer experience and improve the team’s productivity. 
    • Communities: Connect customers with peers to solve problems, share ideas, solutions and experiences and find answers via online forums. 
    • Gamification: Encourage engagement through elements like levels, points and badges. 
    • Case Integration: Escalate unanswered questions or issues into cases manually or automatically. 
    • Harvest Knowledge: Allow moderators to turn solutions into knowledge articles.
  • Knowledge Management: Offer a customer-grade search experience to users with contextual knowledge powered by AI capabilities and machine learning. Monitor timelines, knowledge use, aging, gaps and feedback via dashboards and analytics to fine-tune processes and content. 
  • Microsoft Word Authoring: Offer a familiar writing experience to users with a Microsoft Word online integration. Create reusable knowledge articles to reduce repetition and redundancy 
  • Feedback Management: Manage feedback with exceptional automatic closed-loop processes. 
  • Performance Analytics: Solve customer issues with better insights into real-time trends and patterns. Improve team productivity and decrease repetitions and failures with dashboards, analytics hub, spotlights and KPI signals. 
  • Subscription: Allow users to subscribe to a knowledge base, articles and to receive automatic notifications about any new content. 
  • Virtual Agent: Help customers resolve issues instantly via an AI-powered chatbot. Transfer conversation history to the most appropriate agent who can resolve issues quickly through live-agent hand-off. Use a built-in NLU engine to connect Microsoft LUIS and IBM Watson Assistant to identify map entities and intents. 
Streak CRM
Streak CRM
Start Price
$0
Free, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Streak CRM

Built into Gmail, Streak ensures efficient email marketing, as users can check if an email is opened or read, deliver mass emails, send follow-ups, schedule emails and more. Additional strengths include data organization and greater productivity via G Suite integration. However, the free version has restrictions on how many emails can be tracked and doesn’t offer detailed tracking data. Reviewers also noted that the user interface needs improvement and that there are technical issues to address. Overall, it’s a decent software with a number of useful features.

Pros & Cons

  • Email Marketing: Robust features include open and read rates, bulk emails, scheduling and more, according to more than 82% of users who mention email marketing.
  • G Suite Integration: The software ensures efficient process by connecting with G Suite, as noted by almost 90% of reviewers who mention this aspect.
  • Free Plan: Every user who references the free plan indicated it’s very useful and caters to almost every requirement.
  • Centralized Data: The software aids efficient data management, as noted by every reviewer who mentions this feature.
  • Reminders: Every user who refers to this feature liked the ability to frequently follow up
  • Ease of Use: More than 62% of reviewers who reference this feature noted the platform is easy to navigate.
  • Customer Communication: Streak aids effective customer engagement according to all users who mention this feature.
  • Customer Support: According to almost 60% of users who mention this element, the customer service needs improvement, with slow responses and irregular quality cited as a couple issues.
  • Lack of Free Features: While the free plan is useful, 80% of reviewers felt it would be helpful to have more features.
  • Location: Every user who mentions this feature observed that the software doesn’t reflect senders’ geographical location.

Key Features

  • Pipelines: Streak CRM lets you create an unlimited number of pipelines, and with a Professional or Enterprise plan, you can also create unlimited rows (called items) within each pipeline. Filters, groups, sorting and search features let you configure pipelines based on the view you need and then save that view to share with team members. You can also link related pipeline items for quick navigation between the two. 
  • Boxes: Each box represents a contact, lead or whatever else you want to track. They act as the building blocks of your pipeline and are what you move through the stages. Boxes can contain information like emails, contacts, comments, notes, tasks, file attachments, data fields and more. 
  • Customizable Workflows: The software allows you to configure your workflow to fit your processes. You can add, delete or move pipeline stages, as well as color-code them for easy tracking. 
  • Alerts: The view tracking feature sends a notification when a recipient reads your message. You can sort emails in your Sent folder based on whether they’ve been viewed or not, so it’s clear which contacts require follow-up. 
  • Mail Merge: If you need to send mass emails that include personalization, this feature has the necessary capabilities. You can pull data from your pipeline to personalize elements like company info or recipient name. The preview mode lets you proof emails before sending. 
  • Send Later: You can schedule emails to send at a predetermined time and edit or cancel them from the draft view. 
  • Snippets: With this feature, which acts as a template, you can create a library of most-used emails to reuse whenever needed. Shortcuts allow you to insert the content quickly. The templates are shareable among team members. 
  • Reporting: Available with the Professional and Enterprise plans, this feature lets you generate reports based on the data in your pipelines. The system offers built-in sales and pipeline reports that can be customized, downloaded and shared via email. Sales reports let you track information like the total value currently in your pipeline, the value per stage, close rate, projected close value and more. Pipeline reports include total interactions, stage flow, the number of boxes assigned to each user and the number of boxes in any given stage. 
  • Permissions: With a Professional or Enterprise plan, you can control who views and edits information in the system. Owners act as the administrators, with the ability to edit teams, roles, pipelines and other settings. Members are limited to viewing pipelines and contacts, and can’t change user roles or team members. 
Freshdesk
Freshdesk
Start Price
$15
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Freshdesk

Freshdesk garners praise for its user-friendly interface and intuitive design, which minimizes training time for new agents and gets them up to speed faster. This is particularly important for businesses with high agent turnover or seasonal spikes in support requests. When compared to competitors offering a steeper learning curve, Freshdesk allows teams to become productive quicker, leading to faster issue resolution and improved customer satisfaction. However, Freshdesk's free plan, while suitable for small teams or those starting out, can be limiting for businesses requiring advanced features. Features like custom automations, powerful reporting, and integrations are often reserved for paid plans. This can be a dealbreaker for businesses seeking a comprehensive help desk solution without a significant upfront investment. Here, competitors offering more robust functionalities in their free tiers might be more suitable. Overall, Freshdesk shines for its user-friendliness, scalability, and mobile accessibility. The ability to customize the platform to fit specific workflows and the availability of mobile apps for agents and customers are valuable assets. However, its limited free plan functionality and potentially complex reporting can be drawbacks. Freshdesk is best suited for small and medium-sized businesses seeking an easy-to-use and scalable help desk solution, particularly those with limited technical expertise or a mobile workforce. For larger enterprises with complex workflows or multilingual customer bases, competitors offering more powerful reporting capabilities or broader language support might be a better fit.

Pros & Cons

  • User-Friendly Interface: Freshdesk is praised for its intuitive design and straightforward navigation. This minimizes onboarding time for new agents and reduces the learning curve, allowing them to become productive more quickly. Think of it as a user-friendly smartphone app compared to a clunky, feature-laden desktop program. This ease of use translates into faster issue resolution and improved overall efficiency.
  • Scalability & Customization: Freshdesk caters to businesses of all sizes, from startups to large enterprises. Its flexible plans and customization options allow businesses to tailor the platform to their specific needs. For instance, a small team might prioritize a simple ticketing system, while a larger organization can leverage features like custom automations or in-depth reporting for more complex workflows.
  • Mobile Accessibility: Freshdesk offers mobile apps for agents and customers, enabling them to access the platform and manage inquiries on the go. This is particularly valuable for remote teams or situations where agents need to be available outside the office. Imagine a field technician using the mobile app to update a customer ticket while on-site, improving responsiveness and streamlining the resolution process.
  • Limited Free Plan Functionality: While Freshdesk offers a free plan, it can be restrictive for businesses with growing needs. Features like custom automations, advanced reporting, and integrations are often reserved for paid plans. This can limit its usefulness for businesses seeking a comprehensive help desk solution without upfront investment.
  • Reporting Complexity: Freshdesk's reporting capabilities, particularly in lower-tier plans, can be cumbersome to navigate and require some technical expertise to generate insightful data. Some users report that creating custom reports or filtering data can be time-consuming, hindering efforts to effectively track key performance indicators (KPIs) and measure support team effectiveness. Imagine sifting through an overflowing email inbox to find a specific message compared to having a well-organized filing system with clear labels.
  • Limited Multilingual Support: Freshdesk's interface and support resources are primarily available in English. This can be a drawback for businesses operating in international markets or with a multilingual customer base. While some basic translations are available, they might be limited or not comprehensive, potentially hindering effective communication with non-English speaking customers and agents.

Key Features

  • Ticketing Management: Deliver higher quality customer service with collaborative ticketing. Convert customer issues from different channels into resolvable tickets. Offers: 
    •  Team inbox to prioritize and assign tickets based on keywords. 
    •  AI-supported ticketing to improve agents’ efficiency and save time. 
    •  SLA management to measure agents’ performance and set customer expectations for response times. 
  • Omnichannel: Consolidate various support-related communications channels like email, phone, chat, website, WhatsApp, Facebook and Twitter to ensure a seamless customer experience as well as faster query resolution. 
  • Service Management: Create service tasks and field technician groups for tickets on the basis of location, priority and other aspects. To manage field operations, it also includes: 
    •  Scheduling dashboard to keep track of appointments, tasks and field team workloads. 
    •  Mobile field service to keep technicians updated on the fly. 
    •  Automated time-tracking to monitor billable hours. 
    •  Single swipe attachment of customer signatures to the service tasks via the mobile app. 
  • Reporting and Analytics: Schedule reports at regular intervals and customize them according to various requirements. Access actionable insights using data in different chart styles and visualizations. 
  • Customization: Customize workflows, customer portal and agents for optimum productivity based on specific business requirements. Its customization can be leveraged in the following ways: 
    •  Customized ticket forms. 
    •  Custom URL for smooth customer experience. 
    •  Building and integration of customized apps. 
    •  Custom segmentation of customers for personalized support. 
  • Automation: Automate notifications to agents and customers for any updates in their tickets. Automatically execute maintenance activities and implement actions on tickets based on the time lapsed since an event. 
  • Identity and Access Management: Allow and restrict agents as well as customers to log in to their accounts using single sign on script from anywhere using IP whitelisting and a VPN. 
  • Customer Self-Service: Enable efficient customer self-service with automated suggestion pop ups, knowledge base articles and by converting critical issues in the community into resolvable tickets. 
Bitrix24
Bitrix24
Start Price
$39
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Bitrix24

Bitrix24 is a collaboration platform that handles various tasks such as communications, notifications, subscriptions, reporting, workflow management and more. Automation, customization and integrations are a few noteworthy features. However, reviews noted that there are too many features and that the platform isn’t user-friendly. In addition, users found customer support unhelpful. Overall, it has all the basic CRM features along with extras like project management not always found in CRMs. That, along with a free subscription, makes it a good choice for companies on a tight budget.

Pros & Cons

  • Budget-Friendly: 87% of users mentioning this aspect suggested that the software is inexpensive and fits well for any size organizations, providing good value for the price.
  • Workflows: It automates many tasks to make work easier, according to 88% of reviews about workflows.
  • Report Generation: 64% of user reviews referencing this feature indicated the reporting tool is useful.
  • Integration: The platform integrates all the necessary applications that users need, as observed by 67% of reviewers mentioning integration.
  • Customization: Users can customize Bitrix24 based on their needs, according to 66% of reviews mentioning customization.
  • Device Compatibility: It works well on all kinds of devices and various digital networks, according to 75% of users who reference compatibility.
  • User Interface: 57% of users mentioning the UI said it was difficult to understand and use for daily operational tasks.
  • Customer Support: 100% of users who talked about support remarked that it wasn’t prompt and supportive in solving product-related queries.
  • Unnecessary Features: 50% of the users referring to capabilities noted the platform has many unnecessary features that never come to use.

Key Features

  • Pipeline Management: A kanban layout provides a visual view of your pipeline. The software supports custom deal stages and multiple pipelines. 
  • Campaign Management: This feature lets you build dynamic or static audience segments, run advertising campaigns on social networks, and set up campaigns across channels such as bulk mail and instant messaging. It includes campaign templates and metrics. 
  • Call Center Capabilities: Features include: 
    • PBX (private branch exchange) functionality for routing, queueing, voicemail, call transfers and forwarding, employee extensions, and recording.
    • Telemarketing features such as voice or SMS broadcasting, automatic call transcribing and callback requests.
    • Local numbers across more than 50 countries.
    • Integration with RingCentral and other VoIP tools.
  • Customer Support Tools: Post business hours, send canned replies, route and transfer conversations, and view client and supervisor ratings with a live support widget. A helpdesk feature provides tickets, SLAs, statuses and case priority. A multichannel contact center lets service teams provide email and telephone support, live chat, social media support and more. 
  • Document Management: Manage quotes and invoices, create custom documents, set up recurring invoices and build a product catalog. Documents support e-signature, and the kanban layout shows what stage invoices are at. Includes multi-currency support and tax capabilities, with accounting achieved via integrations with Xero and QuickBooks. 
  • Mobile Apps: Free iOS and Android apps are available. 
  • Self-Hosted Solution: The on-premise solution is a scalable platform offering: 
    • LDAP and Active Directory support.
    • Web clustering.
    • Multiple single sign-on (SSO) options and robust security features such as two-factor authentication and RSA encryption.
    • Modules for eLearning, a helpdesk and idea management, which aren’t available in the cloud version.
    • Access to the source code for full customization.
    • Deployment on any major server, including readiness for AWS deployment
    • 30-day trial.
ConnectWise Manage
ConnectWise Manage
Start Price
$25
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked ConnectWise Manage

ConnectWise Manage is an effective PSA tool capable of executing job costing, time tracking, ticketing, project management, sending purchase orders, connecting to machinery and more. It integrates with accounting, sales, other ConnectWise software and more in addition to keeping users organized by sorting client information, tickets and more. Although ConnectWise Manage occasionally lags in performance, has a high pricing plan, a scattered customer support base and a clunky interface, most users believe it's worth every penny.

Pros & Cons

  • Abundant Features: ConnectWise Manage is equipped with a variety of features such as client communication, time tracking, ticketing, lead tracking, reporting, delivering purchase orders, quoting and more, according to 62% of users.
  • Integratable: Approximately 69% of users reported that ConnectWise Manage integrates with a vast amount of products including other ConnectWise solutions, Automate, Auvik, and LogicMonitor as well as certain sales and accounting solutions.
  • Arrange Client Information: Users remain organized by sorting client contact information, crucial documents, tickets and more, as reported by nearly 100% of users.
  • Highly Configurable: Roughly 57% of users reported that ConnectWise Manage is modifiable to align with their business needs.
  • Overwhelming Setup: When conveying how they felt about implementation, 42% of users stated that the setup tables are not user-friendly and there's an overwhelming number of customization choices.
  • Dated Interface: Approximately 71% of users conveyed that the interface is ugly, old and clunky compared to Zoho and Bullhorn. Users also report that there's a tough learning curve.
  • Inconsistent Customer Support: ConnectWise Manage's customer support is on a hit-or-miss basis, according to 90% of users. Some customer support agents allocate the best solutions and some don't. There's also a slow response time in offering the ideal troubleshooting resources.
  • Lagging Mobile Capabilities: Roughly 100% of users stated that ConnectWise Manage's mobile app does not match with its desktop or cloud counterparts.
  • High Price Tag: The overall cost of the system combined with its varying levels of support comes with a high price tag according to approximately 100% of users.
  • Slow as Molasses: Precisely 100% of users say ConnectWise Manage has a slow loading time when performing various tasks, including opening the right help tickets.

Key Features

  • Help Desk: ConnectWise Manage can track all ticket requests as they enter the system through different avenues, such as live chat, phone and email. ConnectWise Chat allows clients to enable instant online chat functionality and logs the information learned through these communications. The help desk feature also includes a customizable ticketing dashboard where users can view factors such as time-to-resolution history, team resources and total billable hours. 
  • Agreements: This tool automates the management of client contracts along with recurring billing parameters. Agreement templates are included in the system and can be customized to adjust factors such as support coverage and billing rates. The program can also help prioritize tickets based on client expectations. 
  • Account Management: ConnectWise Manage contains a centralized system where all customer interaction is stored, including purchases, communications, tickets and products so that reiterative information isn’t entered and the sales process can be streamlined. The program also develops standardized workflows for tasks such as client onboarding and ticket resolution to ensure a consistent customer experience. KPI and financial reporting are included to see where a customer stands financially with a company. 
  • Sales and Marketing: This program enables users to create and track sales opportunities. Campaign metrics such as links clicked and emails opened can also be monitored to assist with lead scoring. Customizable HTML email templates are available to help target specific groups. Automatic notifications of deals to close, opportunities that were won and agreements to renew keep sales teams up-to-date and ensure that nothing slips through the cracks. 
  • Procurement: ConnectWise Manage can sync up with QuickBooks easily to facilitate operations between accounting and inventory management. The program allows users to visualize materials and products that need to be ordered per set minimum stock levels. The solution can also adjust inventory count and manage inventory quantities. Information can be shared between sales and procurement to provide more visibility into the work of other departments. 
  • Time Tracking and Billing: The system tracks billable and non-billable hours and can allocate them to specific agreements and SLAs. Accountability tools are included in the program to make the process of obtaining approvals less of a hassle. Time on-site can also be tracked through the solution so that users can ensure that they are getting paid for all of the time that they spend working on a project. 
  • Project Management: Sales opportunities can be quickly converted into projects so that nothing slips through the cracks between workflows and so that project-related tasks can begin immediately. ConnectWise Manage also gives users visibility over different project aspects such as resources, roadblocks, timelines and statuses. Project templates can be customized and used to streamline project workflows and ensure consistency. 
  • Reporting: ConnectWise Manage’s reporting functionality includes the ability to see how many assets an organization has on-hand along with inventory levels. Inventory management costs can be calculated based on this information. Tickets can also be reviewed, assigned and closed through this tool. 
Spiceworks
Spiceworks
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Spiceworks

Spiceworks is a cloud-based platform that offers on-the-go ticket management for Android and iOS devices. Users said it is easy to navigate and integrates well with active directories. Many customers also liked its network monitor feature that carries out tasks like CPU utilization and reports on hardware and memory.

However, some users also said that the UI could undergo some redesign for a better user experience and more usability. Because it lacks customization and automation options available, tasks can take a lot of time. In all, it’s a functional, affordable and feature-rich product that could be an ideal choice for new companies.

Pros & Cons

  • Implementation: According to 100% of users, the software is relatively easy to set up and configure.
  • Ease of Use: Approximately 89% of customers said that it is a simple ticketing system with basic and easy-to-use features.
  • Features: The helpdesk feature allows seamless issue tracking and updates to users while saving significant time, according to 100% of users.
  • Value for Money: According to 100% of users, it is free and works better than many other products.
  • User Interface: According to 50% of users, the user interface is a little bit clunky.
  • Customization: Few customization options are available, which makes tasks lengthy, according to 60% of customers.
  • Automation: Approximately 95% of users said that there's almost no automation available, so agents cannot manage different queues to route tickets.

Key Features

  • Tickets and Tasks: Check IT tasks and incidents regularly, accept and reply to tickets and close them quickly with private comments. Use custom fields to manage millions of tickets, track workflow processes and see response times. 
  • Directory Integration: Merge with the Active Directory to add end-users automatically. Tag them to tickets and authenticate them in the portal. 
  • Team Management: Assign tickets automatically to appropriate agents and check team performance metrics with the dashboard. 
  • Multisite Support: Serve clients from various locations by setting up user portals and individual sites that all roll up to a single master help desk. 
  • Asset Management: Scan subnets with an IP address for all types of hardware, including Mac and Windows, along with switches, routers, printers and more. Gather information regarding the manufacturer, open ports, MAC address, UPS devices, antivirus programs storage and software and hardware details with the on-premises tool. 
  • Software Tracking: Detect any troublesome and unwanted software on Mac and Windows servers and workstations with a downloadable element to optimize system workflows. 
  • Custom Reporting: Generate custom reports on all network assets to get easy-to-export data in the cloud or self-hosted version. 
  • Scheduled Scans: Set inventory scans at a pre-defined time and frequency with automated scanners to ensure everything is up to date and not slowing down the network. 
  • Dashboards: Monitor the connectivity between IT infrastructure and remote sites in real time to identify any issue with the ISP, web application and internal network quickly. 
  • Contract Tracking: Track vendor contract info in a single platform and get automatic alerts of upcoming expiration dates. 
  • Networking Tools: Trace any foreign IP address or troubleshoot a slow network with IP Lookup. Calculate network range, create a new subnet and convert CIDR notation easily to an IP range through Subnet Calculator. Check if a site is unavailable for all users or just ones from the specific network with a website down checker. 
LiveChat
LiveChat
Start Price
$20
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked LiveChat

LiveChat is often praised for its user-friendly interface and ease of setup. It seamlessly integrates with various platforms and offers a wide range of customization options. One of its strengths is the ability to create automated chatbots, which can handle simple inquiries and free up agents for more complex tasks. LiveChat's analytics and reporting capabilities provide valuable insights into customer interactions, allowing businesses to optimize their support strategies. It compares favorably to similar products due to its comprehensive feature set, intuitive design, and robust reporting functionality. These factors are crucial for businesses seeking a reliable and efficient live chat solution.

However, some users have expressed concerns about occasional technical glitches and limited customization options for chatbots. Additionally, LiveChat's pricing can be a consideration for smaller businesses or those with limited budgets. Despite these minor drawbacks, LiveChat remains a top choice for businesses seeking a comprehensive and user-friendly live chat solution. Its strengths in ease of use, automation capabilities, and reporting functionality make it particularly suitable for businesses looking to improve customer support efficiency and gain valuable insights into customer interactions.

Pros & Cons

  • Seamless Customer Support: LiveChat enables real-time communication, allowing businesses to resolve customer queries promptly and efficiently, enhancing customer satisfaction.
  • Personalized Interactions: Agents can access customer history and context, facilitating personalized interactions that build stronger relationships and drive loyalty.
  • Increased Conversion Rates: LiveChat provides an opportunity to engage with website visitors proactively, addressing objections and guiding them through the conversion funnel.
  • Improved Team Collaboration: LiveChat fosters collaboration between agents, allowing them to transfer chats seamlessly and share customer information for effective problem-solving.
  • Comprehensive Analytics: LiveChat offers robust analytics that provide valuable insights into customer behavior, enabling businesses to optimize their live chat strategy and measure its impact.
  • Inconsistent Agent Availability: Users experience frustration when they are unable to connect with a live agent during critical moments, leading to unresolved queries and dissatisfaction.
  • Limited Customization Options: Predefined chat templates and inflexible chat window designs restrict businesses from tailoring the live chat experience to match their brand identity and specific needs.
  • Data Security Concerns: Users are hesitant to provide sensitive information through live chat platforms due to concerns about data privacy and the potential for security breaches.
  • Delayed Response Times: Slow response times can lead to frustration and abandonment, especially during peak hours when users expect immediate assistance.
  • Lack of Proactive Engagement: Live chat software that lacks proactive engagement features limits the ability of businesses to initiate conversations and proactively address customer needs.

Key Features

  • Ticketing System: This module streamlines and simplifies the process of managing tickets. Users can create tickets from email or chat, group related cases with tags, assign tickets, schedule automated follow-ups and track open cases via a dashboard. Any messages sent after hours are saved as a ticket so no conversations are left untouched. 
  • Chat Routing: This feature ensures that customers speak to the most suitable agent based on department (sales or service, for example). Incoming chats can be routed automatically based on criteria like URL, or they can enter a queue for agents to manually select from. 
  • Reporting: A range of reports and analysis tools grant visibility into support efforts for a better understanding of performance. Managers can project staffing needs, monitor agent activity, track effectiveness via ticket statistics, drill down based on tags or groups and view high-level metrics like number of chats. Reports can be scheduled and delivered in multiple formats including CSV and XLS. 
  • Marketplace: LiveChat offers integration with more than 170 third-party tools for CMS, CRM, help desk, analytics, email marketing and e-commerce. Integrations include Slack, Calendly, Dropbox, Salesforce, Google Analytics, Facebook Messenger, ChatBot and MailChimp. 
  • Eye-Catcher: This tool increases engagement with chat widgets by letting users add visuals like images and GIFs that help draw attention to the chat. 
  • Notifications: This feature prevents messages from going unanswered via visual and audio alerts. Users can select the type of notifications to receive — new messages, new chats, etc. 
  • File Sharing: Reps can provide information when needed through this feature, such as sharing tutorials or marketing collateral. Visitors can also share files. 
  • Chat Archives: Users don’t have to worry about losing historical information with the ability to refer to chat histories. This feature is included in all plans, but the Starter package has a limit of 60 days. 
  • E-Commerce: Managers are able to estimate and measure the effectiveness of LiveChat with tools for goal setting and sales tracking. 
  • Security: LiveChat provides robust security via SSL encryption, single sign-on (SSO), two-step authentication, credit card masking, access restriction and audit logs. It’s hosted on U.S. or E.U. data centers and supports IP blocking. 
Agile CRM
Agile CRM
Start Price
$8.99
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Agile CRM

Agile CRM is a unified platform that aids sales, marketing and service efforts through features such as sales tracking, contact management, marketing automation, web analytics, two-way emails, telephony and helpdesk. It provides exceptional automation and is easy to use, even though it’s difficult to set up initially and some reviews indicated the need for a cleaner UI and more modern email templates. However, it also boosts efficiency with customizations and integrations, while having helpful avenues for receiving support. The software is slightly overpriced for the features offered but is robust when it comes to performance. It’s best for small and medium businesses looking to get their workflows organized and automated to avoid manual workloads.

Pros & Cons

  • Automation: 100% of the users who mention this feature said that the platform helps eliminate manual work by automating all the required actions.
  • Ease of Use: The platform is easy to use, with 70% of reviews referencing it stating that the system simplifies tasks and usage.
  • Support and Knowledge Base: 78% of users who mention support suggested customer service and the knowledge base are useful and help resolve queries.
  • Easy Integrations and Customization: Powerful features and integrations help scale productivity and speed up workflows, according to 61% of reviews mentioning integrations and customizations.
  • Not Cost-Effective: 66% of the users who reviewed the pricing mentioned Agile CRM is slightly pricey.
  • No Modern Templates: The platform could benefit from newer and more modern email templates, as noted by 100% of the reviews referring to this feature.
  • Difficult Setup: 75% of users who reviewed the setup suggested that the platform can initially be a little intimidating and challenging.
  • Clunky User Interface: The UI is outdated and not very interactive, according to 100% of the users who mentioned the interface.

Key Features

  • Marketing Automation: Makes building workflows for drip campaigns easy with a drag-and-drop designer. Autoresponders, email scheduling and automated social posts further increase efficiency. 
  • Email Marketing: User-friendly tools help build emails, conduct outreach and track results. Includes a drag-and-drop editor, custom and off-the-shelf templates, personalization, integrated lead scoring, contact list import, real-time alerts, and more. 
  • Multichannel Campaigns: Boost promotion and brand awareness efforts with a diverse approach to reach an audience on their preferred platforms, from social media to email to SMS. 
  • Landing Page Builder: No-code tools and templates remove the hassle from the design process for non-technical users, while a code editor empowers tech-savvy users to customize as they need. Web forms aid lead gen efforts and responsive design ensures a proper layout on any device. 
  • Web Forms and Popups: Pre-configured and customizable templates help capture more leads via website popups and forms. Place anywhere and specify popup timing. Email alerts notify about new form submissions and automated routing sends leads to predetermined campaigns. 
  • Social CRM: Sales, marketing and service teams can seamlessly incorporate social channels into their efforts via integrations with Facebook, Twitter, Google Plus and Tower Data. This supports scheduled posts, campaigns, helpdesk responses, lead discovery and more. 

COMPARE THE BEST Issue Tracking Software

Select up to 2 Products from the list below to compare

 
Product
Score
i
SelectHub’s Analyst Rating is based on data from our 400+ point analysis of Issue Tracking Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
Start Price
Free Trial
Company Size
Deployment
Platform
Logo
Zendesk
$55
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Zendesk
Splunk
$150
Per GB, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Splunk
ServiceNow
$4,500
Per User, Annually
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
ServiceNow
Streak CRM
$0
Free, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Streak CRM
Freshdesk
$15
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Freshdesk
Bitrix24
$39
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Bitrix24
ConnectWise Manage
$25
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
ConnectWise Manage
Spiceworks
Still gathering data
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Spiceworks
LiveChat
$20
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
LiveChat
Agile CRM
$8.99
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Agile CRM

All Issue Tracking Software (39 found)

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Zendesk

by Zendesk
Zendesk
Zendesk For Service is a scalable platform offering streamlined customer and sales support. Agents can resolve problems efficiently, and track and prioritize support tickets. Omnichannel support allows users to centralize customer interactions across phone, chat, email and more. Its built-in intelligent routing reduces resolution time by automating ticketing queues and ensuring an appropriate customer-to-agent fit. Customizable, shareable and pre-built dashboards help users gain actionable insights through real-time data. Teams can leverage the integrated knowledge base management tools to empower customers to resolve issues by themselves. AI-powered bots optimize engagement by providing 24/7 support, answering FAQs, collecting information, delivering chat transcripts and auto-filling ticket fields. Its other offerings include a self-service portal, reporting and analytics, an IT service desk and more. To explore other popular solutions offered by Zendesk, visit our Zendesk company page. Pros Easy to use Scalable Multi-channel Integrations Customization Cons Costly Limited reporting Learning curve Collaboration limitations Integrations limitations
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
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Deployment
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Platform
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Splunk

by Splunk
Splunk
Splunk is a leading platform for analyzing machine data. Gathering this data helps your business analysts recommend process improvements to save money and time. More than that, enterprises rely on it to stay on top of cybersecurity, including data breaches.Collect process data and let your business analysts peek under the hood and identify risks in advance. Besides data ingestion, transformation, analysis and reporting are built in. Dashboards and reports provide interactive views.It deploys wherever you need it — in the cloud, on-premise or as part of a hybrid setup. Pricing is complex but flexible and includes term and annual subscriptions.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$100 - $500
Company Size
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Deployment
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Platform
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ServiceNow

by ServiceNow
ServiceNow
ServiceNow's Help Desk Software streamlines customer service processes, providing a centralized platform for issue tracking, incident management, and knowledge management. It's ideal for businesses seeking to improve their help desk efficiency and customer satisfaction. Key benefits include automated workflows, customizable dashboards, and self-service portals. Popular features encompass ticket assignment, SLA management, and knowledge base creation. In comparison to similar products, ServiceNow excels in its comprehensive functionality and scalability. User experiences highlight its intuitive interface, ease of customization, and robust reporting capabilities. Pricing considerations include a subscription-based model with flexible payment options, allowing businesses to tailor their investment to their specific needs.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$1,000 or more
Company Size
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Deployment
Cloud On-Premise
Platform
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Streak CRM

by Rewardly
Streak CRM
Streak CRM is built into Gmail, allowing users to manage common sales tasks directly from their inbox. It facilitates pipeline management so users can track leads, follow up, collaborate and close deals. Three different pricing tiers make it useful for both individuals who need basic functions and companies that require more advanced capabilities. In addition to managing a pipeline, users can also leverage it to manage projects, foster business relationships, run fundraisers, provide customer support and execute other projects that require tracking details.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Freshdesk

by Freshworks
Freshdesk
Freshdesk is a cloud-based customer service solution that ensures increased satisfaction and engagement. It simplifies ticketing with customization options for agent roles, ticket forms, portals and more. Users can manage identity and information access for improved data security. It offers field service modules that include omnichannel customer engagement, quick query resolution, automatic appointment management and a map view that lets users track dispatches in real time. Android and iOS support allow field employees to plan, monitor and track appointments, updates and customer communication conveniently. Its other offerings include widget customization, scheduled and customized reports, intelligent ticket assignment and more. Pros Easy to use interface Scalable for large teams Automation capabilities Reporting Analytics Mobile app available Cons Limited free plan Customization options Reporting can be complex Higher pricing for some plans Limited multilingual support
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Bitrix24

by Bitrix
Bitrix24
Bitrix24 facilitates the execution of the customer journey. It supplies organizations with tools for marketing, sales and customer service activities such as lead generation, marketing automation, campaign management and call center support.It comes with a free edition for companies with less advanced needs or a smaller budget. Deployment is available in the cloud and on-premise. It’s suitable for smaller businesses as well as enterprises with up to 50,000 employees.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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ConnectWise Manage

by Connectwise
ConnectWise Manage
ConnectWise Manage is a PSA tool for businesses in the IT sector that are seeking to develop consistency across the organization. It also enables users to manage accounts and other service-oriented tasks efficiently. The program contains centralized data as well as account information to increase internal visibility and to reduce duplicate work.It aims to streamline elements such as billing, client communications, procurement and project management. It’s available to IT businesses of all sizes and can be deployed either on-premise or cloud-based.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Spiceworks

by Spiceworks
Spiceworks
Designed for IT professionals, Spiceworks is a cloud-based platform that offers on-the-go ticket management for Android and iOS devices. It offers omnichannel customer support while monitoring IT incidents and tracking updates. Other significant attributes include a customizable user portal and seamless integration with Active Directory for automated ticket management.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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LiveChat

by LiveChat
LiveChat
LiveChat is a live chat software designed to improve customer engagement and support. It allows businesses to engage with website visitors in real-time, providing immediate assistance and resolving queries efficiently. LiveChat is ideal for businesses looking to enhance their customer experience, increase conversion rates, and streamline support processes. Its key benefits include improved communication, reduced response times, increased customer satisfaction, and valuable insights into customer behavior. Popular features of LiveChat include customizable chat widgets, proactive chat invitations, offline messaging, chat routing, and analytics. It integrates seamlessly with popular CRM and help desk systems, ensuring a comprehensive customer support solution. LiveChat offers flexible pricing plans based on the number of agents and features required. Its pricing ranges from a basic plan for small businesses to enterprise-level plans for large organizations, with payment options including monthly and annual subscriptions.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Agile CRM

by Agile CRM
Agile CRM
Agile CRM is an all-in-one cloud platform that enables companies to handle all activities and tasks across the customer lifecycle. With integrated modules for marketing, sales and service, it provides capabilities such as contact management, a deal pipeline, lead scoring, project management, email marketing and campaigns, service automation, and live chat.Targeted primarily at small businesses, it allows users to maintain visibility into contacts, boost results with sales enablement, engage web users and deliver comprehensive support. Free and premium versions are available.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 or less
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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HelpDesk

by Text, Inc.
HelpDesk
HelpDesk is a robust software solution designed to streamline and manage customer support tasks efficiently. It offers a comprehensive suite of tools for ticket management, automated workflows, and real-time reporting, making it an ideal choice for businesses of all sizes seeking to enhance their customer service operations. The software is particularly well-suited for organizations that handle a high volume of customer inquiries and require a reliable system to track and resolve issues promptly. Key benefits of HelpDesk include improved response times, increased customer satisfaction, and enhanced team collaboration. Popular features encompass a user-friendly interface, customizable ticketing systems, and seamless integration with other business applications. Users often praise its intuitive design and the ability to tailor the platform to specific business needs, which sets it apart from similar products in the market. Pricing for HelpDesk varies based on the number of users and the specific features required. It typically operates on a subscription model, with options for monthly or annual payments. For precise pricing details, it is recommended to contact SelectHub for a tailored quote based on individual business requirements.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Zoho Desk

by Zoho Corporation
Zoho Desk
Zoho Desk, a help desk software from Zoho Corporation, streamlines customer support operations for businesses of all sizes. It provides a comprehensive suite of features, including a multi-channel ticketing system, knowledge base management, and reporting and analytics. Zoho Desk is particularly well-suited for organizations seeking an affordable and user-friendly solution to manage customer inquiries and improve support efficiency. Zoho Desk's key benefits include its intuitive interface, customizable workflows, and seamless integration with other Zoho applications. Its popular features include automated ticket routing, self-service portals, and social media monitoring. Users appreciate its ease of use, robust functionality, and affordable pricing. Zoho Desk offers flexible pricing plans based on the number of agents and features required. Its price range starts from a few dollars per agent per month for basic plans and scales up for more advanced features and support levels.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Help Scout

by Help Scout
Help Scout
Help Scout's help desk software offers a streamlined solution for businesses seeking to enhance their customer support capabilities. It's particularly well-suited for small to medium-sized teams that prioritize efficient and personalized communication. Help Scout centralizes all customer interactions, including email, live chat, and social media, into a unified inbox, enabling teams to respond promptly and effectively. Key benefits of Help Scout include its intuitive interface, customizable automation, and reporting features. Popular features encompass shared inboxes for collaborative support, pre-built templates for faster responses, and detailed analytics for performance monitoring. Compared to other help desk software, Help Scout is known for its user-friendliness and excellent customer support. Its pricing ranges from $20 to $65 per user per month, billed annually.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Kayako

by Kayako
Kayako
Kayako is a comprehensive Help Desk Software designed to streamline customer support operations. It's ideal for businesses of all sizes seeking to improve customer satisfaction and streamline communication. Key benefits include centralized ticketing, automated workflows, and robust reporting for improved efficiency and visibility. Popular features include a customizable knowledge base, self-service portal, and omnichannel support. Its user-friendly interface and intuitive navigation make it accessible to teams of all technical backgrounds. Compared to similar products, Kayako is highly rated for its ease of use, customization options, and excellent customer support. Pricing varies depending on the number of agents and features required. It offers flexible payment options, including monthly and annual subscriptions, to suit different business needs.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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BeyondTrust

by BeyondTrust Corporation
BeyondTrust
BeyondTrust offers a comprehensive suite of software solutions designed to manage Identity Access Management (IAM) tasks with precision and efficiency. This software is particularly well-suited for large enterprises and organizations that require robust security measures to protect sensitive information and ensure compliance with regulatory standards. By providing advanced features such as privileged access management, session monitoring, and vulnerability management, BeyondTrust helps organizations mitigate risks associated with unauthorized access and potential security breaches. Key benefits of BeyondTrust include enhanced security through granular access controls, streamlined compliance reporting, and improved operational efficiency by automating routine access management tasks. Popular features include real-time session monitoring, detailed audit trails, and seamless integration with existing IT infrastructure. Users often praise the software for its intuitive interface and reliable performance, which stands out in the crowded IAM market. Pricing for BeyondTrust solutions can vary based on the specific needs and scale of the organization. Typically, pricing is structured on a per-user or per-device basis, with options for annual or multi-year subscriptions. For precise pricing details tailored to individual requirements, it is recommended to contact SelectHub for a customized quote.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$1,000 or more
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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GreenRope

by Synchronous Technologies
GreenRope
GreenRope is an all-in-one CRM aiming to unify sales, marketing, and operations under one platform. It caters to businesses seeking streamlined workflows and improved team collaboration. GreenRope boasts features like lead generation, email marketing automation, social media management, and customer service tools. Users praise its user-friendly interface, comprehensive reporting capabilities, and 24/7 customer support. Compared to similar options, GreenRope is lauded for its affordability, offering unlimited users and emails at a flat monthly fee. However, some users mention occasional limitations in customization and integrations compared to more established CRMs. Overall, GreenRope shines for businesses seeking a cost-effective, user-friendly solution to manage customer relationships across departments. Pros User-friendly interface Unlimited users, emails Comprehensive reporting Affordable flat fee 24/7 customer support Cons Limited customization Fewer integrations Occasional feature glitches
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Track-It

by BMC Software
Track-It
Track-It is a help desk software that assists organizations in managing and resolving IT issues. It provides a centralized platform for logging, tracking, and resolving incidents and service requests. The software is suitable for businesses of all sizes, particularly those with complex IT environments and a need for efficient issue management. Key benefits of Track-It include improved issue resolution time, enhanced communication between IT support and users, and increased visibility into IT operations. Popular features include automated ticket routing, knowledge base management, and reporting and analytics. Compared to similar products, Track-It is known for its user-friendly interface, customization options, and scalability. Pricing for Track-It varies depending on the number of users and support requirements. It is typically offered on a per-user, per-month basis.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Alvaria

by Aspect Software
Alvaria
Alvaria, formerly Aspect, is call center software that helps you manage all customer communication, whether it’s by phone, email, text or other channels. It mediates incoming and outgoing calls, supports and consolidates multiple communication pathways, and empowers customers by setting up self-service options.Many users appreciate the variety of features, especially those related to customer engagement, call center management and organizational efficiency. However, some find the software a bit tricky to learn and use and think customization options are lacking.To get the most accurate price quote, contact the vendor directly and tell them what you're looking for.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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SysAid

by SysAid
SysAid
SysAid is a comprehensive Help Desk and IT Service Management software designed to streamline and automate various IT tasks. It is particularly well-suited for medium to large enterprises across industries such as healthcare, education, and finance, where efficient IT service delivery is crucial. The platform offers unique benefits like a robust ticketing system, asset management, and self-service portals, enhancing productivity and user satisfaction. Its powerful features include automation of repetitive tasks, integration capabilities, and advanced reporting tools, which provide valuable insights into IT operations. Users appreciate its intuitive interface and customizable workflows, which allow for tailored solutions to specific organizational needs. Compared to similar products, SysAid is praised for its flexibility and ease of use. Pricing details are not publicly available, so it is recommended to contact SelectHub for a personalized quote based on specific requirements. SysAid stands out for its ability to adapt to diverse IT environments, making it a versatile choice for IT management.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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LiveHelpNow

by LiveHelpNow
LiveHelpNow
LiveHelpNow provides omnichannel support solutions to make customer interactions smooth and convenient for agents. It offers real-time customer service communications over email, Facebook messenger, live chat and SMS. Customers can benefit from its self-help knowledge base. Other notable attributes include ticketing support, instant language translation, analytics and reporting, tracking and more.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
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Deployment
Cloud On-Premise
Platform
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Buyer's Guide

Issue Tracking Software Is All About Effectively Handling Customer Needs 

By Kriti Sahay, Technical Writer at SelectHub

Issue Tracking Software BG Intro

Support tickets are the most basic components of customer support: after all, every customer service request begins with a support ticket. Maintaining a structured workflow for tracking tickets from the point of submission to resolution is the backbone of any help desk system. This is where issue tracking software comes in.

Issue tracking software helps track, organize and categorize tickets, and streamlining customer support. By tracking the journey of each ticket from submission to resolution, you can keep your help desk system fast and efficient as well as monitor performance, productivity and progress at individual, team and organizational levels.

This guide explains what issue tracking software is, its primary benefits and key features. We hope this will be the first step in your journey toward choosing the right software for your business!

Executive Summary

  • Issue tracking software helps organizations systematically track and organize their help desk ticketing and issue tracking processes.
  • It improves efficiency, speeds up issue resolution and improves collaboration between teams.
  • Be sure to ask potential vendors any questions you may have before committing to a software.
What This Guide Covers:

What Is Issue Tracking Software?

Issue tracking software is a platform that helps organizations systematically track and monitor support tickets, streamline their help desk ticketing system and maintain an efficient customer support workflow.

When a customer encounters an issue with their product or in using a service, they communicate these issues to the brand in the form of a support ticket. In large organizations, customer support teams often have to deal with hundreds of support tickets every day. Issue tracking software can be crucial in making sure tickets don’t get lost, duplicated or overlooked.

Dashboards and dynamic, real time visualizations help support teams keep track of tickets in an easy to understand and intuitive format. Moreover, you can integrate your issue tracking software with your CRM system for a more organized, comprehensive and methodical CRM workflow.

Issue Tracking Software Vs Bug Tracking Software

Issue tracking software and bug tracking software might sound similar, but, while they have some overlapping capabilities, they’re different types of software.

Bug tracking software is mainly used in software development to track issues like bugs in the code. There’s an overlap between bug tracking software and some types of agile project management software, like Jira, which are primarily used for bug tracking.

Issue tracking software can be used to track bugs and other issues reported by customers or internally by employees. But these issues aren’t limited to problems with software — instead, they range from things like billing issues to general queries. Issue tracking software is primarily a customer service platform and not a project management tool, although it can be used as such by customer service employees.

Primary Benefits

What are some of its benefits? Let’s take a look!

Issue Tracking Software Primary Benefits

Increased Efficiency

A 2021 study by TCS found that companies that are considered “leaders” in terms of revenue and profit were more likely to focus on customer centricity as a top priority. Additionally, 62% of leaders said that customer service needs to be the first area of improvement by 2025.

Issue tracking software can help you achieve this improvement. You can organize tickets by priority which ensures timely issue resolution and improved allocation of time and resources. You can also automate processes like ticket categorization, agent allocation and assigning ticket priority levels. This enables you to create a more efficient help desk system and expedite issue resolution.

Improved Collaboration

According to a 2023 report by Zendesk, 71% of business leaders agree that customer support agents are essential in driving sales. Issue tracking software can improve individual agent productivity as well as promote teamwork and collaboration.

Tools like call conferencing and call transfers can help teams work collaboratively for more effective information-sharing and swift issue resolution. Sharing or splitting tickets allows agents with different expertise to work together and resolve issues more effectively.

Multi-channel Support

Issue Tracking Software Categories

Customers are interacting with companies through a whole host of different channels, including in-store, online, phone and email. A 2023 Salesforce report found that 73% of customers had used multiple channels to start and end a transaction.

This makes the ability to provide multi-channel customer support incredibly important. However, keeping track of support tickets across multiple channels can be tricky.

Issue tracking software improves accuracy and helps avoid problems like lost or duplicated tickets across different channels. You can easily monitor and manage tickets across multiple channels like email, phone and live chat from one centralized program.

Improved Data Visualization and Analysis

Data can be used to create more personalized and user-optimized customer experiences. According to Zendesk, customers are now eager for deeper personalization. 62% of customers agree that personalized customer support responses are better. Collecting and using customer data is your key to creating them.

Issue tracking software can be used to collect data on customers, daily ticket volume, agent performance, response times and more. Precise data and information can help you identify gaps, recognize recurring problems, measure performance and optimize your help desk systems to ensure smooth daily operations and support growth.

Key Features & Functionality

Ticketing Management and Tracking

Your platform should allow you to track, monitor and manage tickets from submission to resolution, all in one place.

Your software should also offer the ability to sort, search and filter tickets, as well as categorize them by type and priority level. This ensures proper routing and timely issue resolution.
Bug Tracking

Bug tracking allows software development teams to identify, report and fix software bugs and glitches in their program.
Multi-channel Issue Tracking

You should be able to collect tickets through multiple channels and centralize them in one single dashboard for a more streamlined help desk. Avoid issues like lost tickets or ticket duplication.
Call Center Management

Phone support is still one of the most crucial support channels for any help desk system.

Automated tools like auto-response and IVR can be used to reduce call response times. Call conferencing and sharing can be used for collaborative issue resolution. Call monitoring tools like recordings and transcripts are important tools for maintaining and monitoring service quality.
Live Chat

Live chat can either be AI-based, human-managed or a combination of the two. Browser-based live chat tools can be used for informational purposes.

Tools like chat routing and manual chat transfers are useful for effective teamwork and issue resolution. You can also enable chat history to monitor service quality and for record-keeping.
Agent Management

A streamlined agent dashboard with automatic ticket allocation, ticket history as well as ticket sorting, searching, filtering and tracking tools help agents work more efficiently.

Productivity monitoring tools like time tracking, agent ranking and performance analysis, based on different KPIs like tickets handled, resolution times and customer feedback, can be used for quality management.

Incentives, milestones and a built-in rewards system can be used to incentivize agents, boost morale and improve productivity.
AI Tools

AI tools can be used to automate repetitive tasks, minimize human errors and reduce agent workloads.

Automatic ticket allocation, routing, categorization and sorting are useful tools. AI-based chatbots are also useful for resolving common or relatively simple issues without the need of human agents.
Reporting and Analytics

Better and more precise data collection and simplified visualizations can help you identify areas of improvement and gain actionable insights.

Additionally, with dynamic dashboards and simplified data visualizations, organizations can read and understand information more intuitively. This also helps in creating and implementing data-driven strategies for growth.
Platform Capabilities

Platform capabilities like native apps for Android and iOS and customizable branding and design can help you create a more comprehensive and professional help desk system.
CRM Integration

It’s important to make sure that your issue tracking software is compatible and capable of integrating with your main CRM software and other platforms you use. This simplifies information sharing and reporting.

Apart from CRM platform integration, look for integrations with collaboration platforms like Slack and MS Teams, eCommerce platforms, and email and email marketing software.

Software Comparison Strategy

Now you have a sense of what features to look for in an issue tracking software, but, with the sheer number of options on the market, how do you make the right decision? Every organization is different, and when comparing different software, you need to keep in mind the specific needs of your organization.

A good first step in your software comparison strategy is determining your organizational needs. Think carefully about factors like the nature of your industry and the kinds and amount of customers you typically serve.

Next, determine what features you need. Do you want just the bare basics, or would your team benefit from a more comprehensive system? Think about what communication channels your team and your customers prefer.

If most of your work is done through phone or email, you’ll want a software with call center and email ticket management tools. Also, consider whether you want to stick to those channels or expand.

Finally, create a list of vendors you want to consider. You can use industry contacts to generate references or use our software comparison report to simplify your search.

Cost & Pricing Considerations

When considering the cost of issue tracking software, determine whether you want to make a one-time payment or have a subscription that you renew on a monthly or yearly basis. On-premise software is usually a one-time cost, while cloud-based software typically tends to use subscription models.

Most vendors offer different pricing tiers depending on whether you need only the basics or want more advanced features. Price can also increase for larger teams that require more agent accounts. Add-ons and plug-ins can also cost more than base features.

If you are using an on-premise issue tracking software, it’s a good idea to check whether the one-time payment includes the cost of updates, repairs and maintenance. You may also have to pay extra for version upgrades down the line.

Best Issue Tracking Software

To simplify your search, here are some of the top issue tracking platforms on the market today.

Issue Tracking Software Leaderboard

JitBit

Jitbit is a multilingual issue tracking and ticketing software for help desk systems. It offers features like ticket routing, a knowledge base, ticket filtering and categorizing, canned replies, an auto-responder, file attachments and asset tracking. Jitbit caters to small, medium and large businesses.

JitBit

Real-time ticket tracking and management with Jitbit. Source

HappyFox

Happyfox is an issue tracking platform that can integrate with your website and email to collect, categorize and route customer support requests in the form of tickets. With multilingual knowledge bases, omni-channel support, a best-in-class ticketing system and AI integration, Happyfox offers an extremely comprehensive ticketing and customer service platform.

HappyFox

Viewing ticket histories on Happyfox. Source

Freshdesk

Freshdesk is a cloud-based issue tracking and help desk system that offers multi-channel support, automatic ticket routing, custom reports and analysis, AI support and a host of other features and tools. Employees can access the interface from both web browsers and on mobile, ensuring they can serve customers from anywhere with an internet connection.

Freshdesk

Freshdesk ticket tracking workspace. Source

 

 

Questions To Ask

Before committing to a solution, be sure you have a sense of your company’s needs, as well as the needs and limitations of potential vendors and solutions.

To help determine your business needs, ask yourself the following questions:

  • What’s my budget?
  • What does my organization require?
  • Do we have any industry-specific requirements?
  • Is scalability a priority?
  • How many agents will use the software?

Issue Tracking Software Key Questions to Ask

To help determine if the vendor and software are the right fit, ask potential vendors the following questions about themselves and the software:

  • Do you provide 24/7 customer support?
  • Are add-ons required to access the full functionality of the software, and how much do they cost?
  • What kind of data security does the software offer?
  • Is the software compatible with my existing CRM?
  • Does the software offer data visualization and analytics tools?

Next Steps

Issue tracking software is an essential part of maintaining an efficient help desk system and providing complete customer satisfaction.

We hope this guide helped you understand the benefits of issue tracking software, the features you should look for and what to consider when comparing different platforms. If you’re still unsure about where to start, check out our free requirements template! We hope you’ll find the best solution to serve your customers even better.

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Additional Resources

About The Contributors

The following expert team members are responsible for creating, reviewing, and fact checking the accuracy of this content.

Kriti
By Kriti Sahay
Technical Content Writer
Kriti Sahay is a Technical Content Writer at SelectHub, writing content for Help Desk and Call Center Software. Kriti is based out of New Delhi, India. When she's not handling Buyer's Guides and other informational articles, she can be found experimenting in her kitchen, street shopping, or painting!
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Joan
Technical Research By Joan Akash
Senior Analyst
Joan Akash, a Senior Research Analyst at SelectHub, holds a Post-Graduate Diploma in Management with a specialization in Marketing. Her expertise as a researcher and reviewer spans diverse software categories, including Project Management, Customer Relationship Management, Live Chat, and Help Desk. Beyond her professional pursuits, Joan is spiritually driven, with a passion for teaching children and a penchant for reading biblical blogs and crafting poetry.
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Manan
Technical Review By Manan Roy
Principal Analyst
Manan is a native of Tezpur, Assam (India), who currently lives in Kolkata, West Bengal (India). At SelectHub, he works on categories like CRM, HR, PPM, BI, and EHR. He has a Bachelor of Technology in CSE from The Gandhi Institute of Engineering and Technology, a Master of Technology from The Institute of Engineering and Management IT, and an MBA in Finance from St. Xavier's College. He's published two research papers, one in a conference and the other in a journal, during his Master of Technology.
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Dianna
Edited By Dianna Dragonetti
Content Editor
As an editor, Dianna Dragonetti leads a team of five writers in writing about a variety of software, with an emphasis on how these tools empower businesses. Categories include accounting, learning management systems, content management systems, supply chain management, and electronic data interchange.
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