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Issue Tracking Software

Issue Tracking Software:

Issue Tracking Software is a software that is used by organizations to monitor, manage and resolve issues in various departments, such as Financials, Help Desk.
The software manages and maintains lists of issues. Generally, the software is used in collaborative settings in large or distributed collaborations. However, it can also be employed by individuals as part of a time management or personal productivity regime.

Features and Benefits of Issue Tracking Software:

The Issue Tracking Software has several features that can benefit the user in many ways to grow their business. Some of these include:

  • The software is usually used in customer support call center of an organization to create, update, and resolve reported customer issues, or even issues reported by that organization's other employees.
  • It also contains a knowledge base that contains information on each customer, resolutions to common problems, and other such data.
  • Dysfunctions, errors and requests can be entered manually or by e-mail Response Management Systems.
  • Issues can be distributed and assigned to persons in charge.
  • Time spent and quality of work can be monitored and handled.
  • The observation of internal processes can be ensured by forced control with help of workflows.
  • The number of tickets can be statistically analyzed.
  • Tickets can be generated by alarming systems, such as network monitoring.
  • External service agreements such as Service Level Agreement, SLA can be fulfilled.
  • Systematic collection of questions and answers for FAQs can be done.
  • Based on the overall importance of the issue, the customer, date of submission and SLA, priority can be assigned to each issue.
  • It has a detailed descriptions of the problem, attempted solutions, workarounds, and other relevant information.
  • A history of each change can be maintained.
  • Built-in messaging system and automatic error reporting from exception handling blocks can be provided in some software.
  • The issue in the system can be created by entering all relevant data, as provided by the customer. The system is updated with new data by the technician after the work is done on that issue.
  • Ticket status will be changed from open to pending when the work is on progress and it is marked as resolved in the issue tracking system after being resolved.
  • The ticket will be reopened if the problem is not fully resolved once the technician receives new information from the customer.
  • The software is used by some government services such as the United States Environmental Protection Agency to  keep track of Superfund sites and display them to the public.
  • All tasks still to be done by the government can be shown in a waiting queue, finished tasks, tasks in progress, order sequence.
  • Finished tasks can be seen with the report, showing what exactly has been done on the issue.
  • Extensive custom reporting can be provided for simple views into overall project and milestone statuses.
  • Streamlined forms make it easy for people to quickly add issues so that more issues can be reported, and less time is wasted filling out irrelevant details for every issue.
  • Your team does not need extensive training or documentation to make the right choices as it  skips redundant or ambiguous statuses.
  • You can get a quick overview of all projects and dive in for a deeper look. You can also easily identify the projects that need your attention.
  • Provides shortcuts to different views for yours, unassigned, and everyone's issues that are open or resolved.
  • Projects can be break down into due dates and a track of the overall progress towards each milestone can be kept.
  • You can quickly gauge the progress for different batches of issues by the help of status bar.
  • Insight and shortcuts to the most pressing issues can be provided by issue count.
  • Your issues can be filtered, sorted, and grouped so that you only have to see the work you need to do right now.
  • Lists of filtered lists of issues can be easily created and bookmarked.
  • Links can be easily created between related issues. It can be ensured that you know who did what when by audit trails.
  • Issues can be created quickly and easily without superfluous fields or data.
  • A full-text search can be provided and it will look at the subject, description, and even the comments when you need to find an issue.
  • A daily summary of the previous day's activity can be automatically received every morning.

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