Sales Tracking Software

Issue Tracking Software

An issue tracking software application, also known as incident ticket software or trouble ticket software, is a computer application that manages and maintains listings of issues, as needed by a company or an organization. Issue tracking software applications are typically used in the organization’s or company’s customer support call or contact center for creating, updating, and resolving reported customer or employee reported issues.

An issue tracking software application also comes with a knowledge database that contains information on each of the company’s customers, resolutions to different problems, and other related data. This application is like a bugtracker, and usually, a software provider will sell an application with bugtrackers capable of being used as an issue tracking software application, and vice versa.

An issue tracking software application contains a ticket which contains the necessary information about the support interventions performed by third parties or technical support staff on behalf of the end user who complained about an incident; thereby, preventing them from using their computers. Tickets are usually created in a call center or help desk environment. Usually, the ticket has a unique reference number, also called an issue, call, or case log number used to allow the support staff and the user to add to, locate, or communicate the request or issue status quickly.

Issues an Issue Tracking Software Application Handles

Issues can greatly affect an organization; this is the reason why there is a need for an organization to use an issue tracking software application. Each issue is assigned with an urgency value, based on the issue’s overall importance. Issues tracked by the software as critical must be resolved and attended to in the most expedient and practical way possible, preceding other issues. Zero or low-urgency issues are considered minor, and are given resolution as the time permits. Other issue details include the customer experiencing internal or external issue, submission dates, detailed description of the problem, attempted work-around or solutions, and other relevant information.

The Workflow Using an Issue Tracking Software Application

Read this example scenario to know how a common issue tracking software application works.

1. The customer service technician or representative receives an email or a telephone call from a customer about a certain problem. Some issue tracking software applications automatically provide error reports from exception handling blocks.
2. The technician or the customer service representative then verifies if the problem is real. It must also be ensured that enough information is collected from the customer. These pieces of information generally include the customer’s environment, the time and the manner the issue occurred, and other relevant circumstances.
3. The technician or the CSR enters the issue in the system including all relevant data given by the customer.
4. As the work on that particular issue is done, the technician or CSR updates the system with new data.
5. Any attempts of fixing the problem must be entered in the issue system.
6. After fully addressing the issue, the technician or the CSR must mark the issue as resolved.