Internal teams such as IT departments and external teams such as customer service firms use issue tracking software to receive, respond to, and report on the support requests that they receive from customers in need. Not all issue tracking software has the same features and capabilities. When considering which software is best for you, the ability to integrate it with the tools your business already uses is an important factor. An omnichannel issue tracking software can relieve pressure by streamlining the customer service experience for both agents and customers.

Top 6 best issue tracking software

  1. LiveAgent – A cloud-based issue tracker with custom tags and ticket fields
  2. FreshService – A reactive issue tracker that specializes in problem MGMT optimization
  3. ClickUp – A fully cloud-based issue tracker that includes project MGMT tools
  4. GitHub – An affordable issue tracker with public/private code repositories
  5. Zendesk – A Omnichannel issue tracker with customizable views
  6. Slack – An affordable, well-known issue tracker with unlimited integrations

1. Live Agent – A cloud-based issue tracker with custom tags and ticket fields

PRICING:

  • Ticket: $15 per user/month
  • Ticket + Chat: $29 per user/month
  • All-inclusive: $39 per user/month

Live Agent is a user-friendly, cloud-based issue tracker that comes equipped with custom tag and ticket field abilities. Despite high praise for its user-friendliness, inquiring customers often give criticism in regards to the customer experience. Automated welcome greetings and responses make things easier for businesses but can cause frustration for the customer. Live Agent offers smart routing abilities to manage customer inquiries such as custom chat windows and broad helpdesk functionality. Businesses with a high influx of customer inquiries may benefit from this software.

KEY FEATURES:

  • Cloud-based chat functionality
  • Broad helpdesk functionality
  • Automation of basic functions such as welcome greetings
  • Custom chat windows
  • Ability to manage customer inquiries through smart routing
  • In-depth customer profiles

REASONS TO BUY

  • Superior customer chat abilities
  • Automation of basic functions
  • Cloud-based
  • Incredibly user friendly

REASONS TO AVOID:

  • Scripted or automated responses can be frustrating
  • Documented poor customer experience

2. FreshService – A reactive issue tracker that specializes in problem MGMT optimization

PRICING:

  • Starter: $29 per user/month
  • Growth: $59 per user/month
  • Pros: $109 per user/month
  • Enterprise: $129 per user/month

FreshService is a cloud-based issue tracker that specializes in problem MGMT. FreshService slightly differentiates itself with its reactive capabilities. The software can make recommendations for problem-solving and assist you with making major business decisions. Within FreshService, there are a plethora of things you can manage and track including service requests, security threats, and much more. FreshService offers a self-service portal which customers often appreciate. Within FreshService, managers have the option to discover trends based on data and prioritize their work.

KEY FEATURES

  • Ability to manage and track service requests, security threats, data issues, new feature requests, and much more.
  • Reactive features to uncover recommendations for problem-solving
  • Ability to discover trends and prioritize work
  • Self-service Portal
  • Incident, knowledge, problem, inventory, and release MGMT capabilities

REASONS TO BUY

  • Reactive recommendations to solve issues
  • Management capabilities
  • Assist with managerial decisions
  • Accessibility

REASONS TO AVOID

  • High Pricing
  • The mobile app is inferior to the desktop app
  • Some features may not be necessary for all users

3. ClickUp – A fully cloud-based issue tracker that includes project MGMT tools

PRICING:

  • Unlimited: $5 per user/month
  • Business: $9 per user/month
  • Business Plus: $19 per user/month

With unlimited integrations and unlimited dashboards, ClickUp can adapt to fit the needs of any business. ClickUp is fully cloud-based, includes project management tools, and offers a variety of elements to facilitate communication, collaboration, tracking, and more. Quite affordable, businesses that require issue tracking software that includes project management tools may be apt to use this software.

KEY FEATURES :

  • Includes project MGMT tools
  • Fully cloud-based
  • Custom exporting
  • Unlimited dashboards

REASONS TO BUY:

  • Business + plan is very affordable
  • Appeals to both solo programmers and large software development enterprises
  • Includes issue tracking software / Project MGMT tools all in one place
  • 1000s of integrated tools are available

REASONS TO AVOID:

  • High learning curve
  • Overwhelming amount of features
  • The user interface needs improvement
  • The Embedded calendar is ineffective

4. GitHub – An affordable issue tracker with public and private code repositories

PRICING:

  • Team: $4 per user/month
  • Enterprise: $21 per user/month

GitHub is an affordable issue tracker with public and private code repositories depending on the needs of your business. The software is flexible and has many customizable features. Users can choose from multiple actionable tasks given to them based on the inquired issue. Upon purchase, you have access to unlimited GitHub apps. Due to many apps, integrations, and features, there is a large learning curve so users shall be ready to take some time to get up to speed.

KEY FEATURES:

  • Public and private code repositories
  • Multiple actionable tasks per inquired issue
  • Audit log
  • Free version that includes only public repositories

REASONS TO BUY:

  • Access to unlimited Github apps
  • Flexibility to customize to your liking
  • Very affordable
  • If you’re a small software development team this may fit your needs perfectly

REASONS TO AVOID:

  • Long learning curve due to the high amount of features
  • Security issues in past
  • Not handy for cross-functional teams
  • Lacks agile planning abilities – offers simple Kanban boards and Milestones for scrum sprints
  • Grouping methods need improvement
  • No custom dashboards

5. Zendesk – An omnichannel issue tracker with customizable views

PRICING :

  • Suite team: $49 per agent, per month
  • Suite Growth – $79 per agent, per month
  • Suite Professional: $99 per agent, per month

Founded in 2007, Zendesk has transformed itself into becoming an industry leader in the issue tracking software space. Currently, their software boasts impressive omnichannel, multi-language, and self-service features. With custom branding and custom views, Zendesk can fit to adapt to the needs of any business large or small however at times it may be best suited for organizations on the larger side.

KEY FEATURES:

  • Multi-language support
  • Self-service options
  • Custom branding
  • App integrations
  • Unified workspace
  • Skill-based routing function

REASONS TO BUY:

  • Immediate and real-time updates on the status of tickets
  • Built-in reports displaying customer data
  • One inbox for all channels
  • Can support a high volume of tickets
  • Small learning curve
  • Transparency internally and externally

REASONS TO AVOID

  • Expensive in comparison to competitors
  • Lacks personalization
  • Answer Bot is well below the industry standard

6. Slack – An affordable, well-known issue tracker with unlimited integrations

PRICING

  • Pro- $8 per user/month
  • Business – $15 per user/month
  • Enterprise – Pricing is not available

Slack is a well-known software that facilitates internal communications within businesses and teams. Slack offers unlimited integration and specified channels by topics. Issue tracking within Slack is completely possible and made even easier with integrations. Offering full message history, guest collaboration, and data exports slack is an affordable option for any small to large modern business.

KEY FEATURES

  • Unlimited integration
  • Full messaging history
  • Voice and video calls
  • Guest collaboration

REASONS TO BUY:

  • Great for internal communication
  • Can integrate with many popular, purpose-built issue tracking solutions
  • Tracking and resolving issues within slack without integration
  • Access to help desk capabilities without leaving your team’s communication app
  • Short set-up time
  • Requires little to no training

REASON TO AVOID:

  • Minimum file storage
  • Distracting in nature – Push notifications, emojis

References and Links

  • https://kayako.com/blog/live-chat-pros-and-cons/
  • https://www.capterra.com/sem-compare/issue-tracking-software/
  • https://slack.com/slack-tips/create-and-track-a-new-bug-with-integration-for-jira
  • https://clickup.com/templates/bug-and-issue-tracking-t-48349784
  • https://www.zendesk.com/help-desk-software/issue-tracking-software/
  • https://financesonline.com/pros-cons-freshservice-analysis-popular-itsm-tool/
  • https://financesonline.com/zendesk-pros-and-cons-whats-the-best-help-desk-soft
  • ware/
  • https://www.atlassian.com/blog/halp/how-slack-can-be-used-as-a-help-desk​​
  • https://dev.to/ranjalir/jira-vs-github-issues-which-is-better-for-issue-tracking-e6