What is Issue Tracking Software?

Issue Tracking Software offers end-to-end ticket management functionality for related customer service and help requests. It helps to monitor, manage, and resolve customer support matters across the organization.

Issue tracking systems help to capture customer service needs and complaints, organize them, and provide them to help agents in the relevant department for efficient resolution.

These platforms also help log and archive common complaints and queries, so that previous issues can be referenced to tackle current service requests. Frequently recurring problems can also be used by organization to identify area for improvement in products, services, and other areas of the business.

Common features of Issue Tracking Software

  • Ticket management
  • Assignment management
  • Task and request management
  • Escalation management
  • Records database or all tickets
  • Dashboard and analytics
  • Issue auditing