7 Best Issue Tracking Software in 2024

I have been using ProProfs Help Desk for over three years now and feel it’s an automation powerhouse. 

Right from ticket assignments to notification sharing, there are multiple tasks that we have successfully automated. The result? We have witnessed a 2X increase in the number of customer issues we handle, and consequently, our CSAT score has also gone up. 

I really love the canned responses feature that lets me share one-click replies to common customer queries related to product availability, return and refund policies, and many more. Also, automated email notifications and alerts ensure everyone in our team is updated on the ticket’s progress and never misses out on important actions. 

Besides the automation features, I’m sure you will find the tool’s omnichannel capabilities quite impressive. You can bring conversations from email, live chat, web forms, and other channels to a shared space so agents have better visibility. 

What you’ll like:

• An easy-to-use interface can help your team get started in no time.
• Multichannel ticketing via email, live chat, help center, and web forms
• Ticket prioritization for urgent customer issues that demand immediate attention
• Monitor agent ratings and other important metrics to improve support performance

What you won’t like:

• Frequent feature updates can be overwhelming for some users
• More integration options should be available

Pricing:

FREE for a single user. Plans start at $19.99/user/month for 2 or more users. No hidden fees. A 15-day money-back guarantee.

2. Zoho Desk: Best for Omnichannel Service

Zoho Desk was instrumental in unifying our customer support efforts across various channels. Its omnichannel capabilities allowed us to seamlessly manage customer inquiries from email, phone, chat, and social media platforms. 

In addition to omnichannel service, Zoho Desk offers ticket management, automation, and collaboration features, making it a comprehensive help desk solution for organizations of all sizes. 

I’m sure you will like its collaboration tools, which facilitate internal communication and knowledge sharing among support agents, improving team productivity and efficiency. 

While Zoho Desk is simple to use, for the most part, I feel some users will struggle configuring advanced features and workflows. 

What you’ll like:

• Unified inbox for managing customer queries from multiple channels in one place
• AI-powered automation for routing and categorizing tickets based on predefined rules
• Collaboration tools for internal communication and knowledge sharing among support agents
• Customizable dashboards and reports for monitoring team performance and customer satisfaction metrics

What you won’t like:

• Integration options with third-party applications may be limited compared to other help desk solutions
• Learning curve for configuring advanced features and workflows

Pricing:

Starts at $14/user/month 

3. Zendesk: Best for Self-Service

While using Zendesk for more than seven to eight months, I realized it could be our go-to solution for empowering customers with self-service options. 

Its extensive help center and community forum functionalities make it a standout choice for organizations looking to enhance customer support while reducing agent workload. Your customers can easily find answers through detailed FAQ pages or discuss their queries on the community forum. 

In addition to self-service capabilities, Zendesk offers a comprehensive suite of customer service tools, including ticket management, live chat, and social media integration.

I’m sure you will appreciate Zendesk’s customizable help center design, which can be used to create a cohesive self-service experience that aligns with your brand identity and values.

What you’ll like:

• Easy-to-use self-service portal for customers to find answers to common queries
• Seamless integration with various communication channels, including email, chat, and social media
• Robust analytics and reporting tools to track self-service effectiveness
• Customizable help center design to align with brand identity

What you won’t like:

• Advanced customization options may require technical expertise to implement effectively
• Pricing structure can be expensive for small businesses or startups

Pricing:

Starts at $55/user/month

4. Groove Help Desk: Best for Shared Inbox

If you are looking for a simple tool to collaborate around email, Groove might be the solution for you. 

During our short free trial period, my agents could collaborate to resolve tickets faster, see who is working on what, and respond to customers without stepping on anybody’s toes. All thanks to its shared inbox feature! 

With the reporting features of this tool, you can quickly understand your team’s workload and identify trends. 

Also, the tool allows you to monitor key metrics such as the total number of conversations and resolutions per day, the total number of customers assisted, trend insights, and more.  

What you’ll like: 

• Step-by-step training guides help your team get started in minutes
• Internal notes to discuss complex issues with team members
• Unlimited reporting history to compare your current and past performances
• You can enjoy 50+ third-party tool integrations

What you won’t like: 

• More integration options should be available
• Initially, some users might find it difficult to figure out how to properly format emails (create hyperlinks, etc.)

Pricing:

Starts at $12/user/month 

5. Jira Service Desk: Best for Incident Management

I have used Jira Service Management’s free version for a couple of months, and the tool really impressed me with its incident management features. One of the best free issue tracking software.

Its robust features and seamless integration with Jira’s project management capabilities make it an ideal choice for organizations looking to streamline incident resolution. 

While using Jira, my agents could easily escalate complex tickets to me and receive automated updates via multiple channels, including email, SMS, and mobile push notifications. 

On the downside, I feel Jira Service Management is quite difficult to set up and get started with. Most first-time users will struggle to customize the tool per their needs. Also, I found the interface quite outdated. 

What you’ll like:

• Easy ticket creation and assignment for swift incident response
• Automated workflows and SLA management to ensure timely resolution
• Integration with monitoring tools for proactive incident detection
• Knowledge base integration to facilitate incident resolution through self-service options

What you won’t like:

• Complex setup and configuration may require dedicated administrative effort
• Customization options can be overwhelming for users unfamiliar with Jira’s ecosystem

Pricing:

Starts at $22.05/user/month 

6. Jitbit Help Desk: Best for Help Desk Mobile Apps 

JitBit was initially recommended to me by an ex-colleague, and the tool did live up to my expectations. 

JitBit proved to be a lifesaver for our help desk operations, particularly when it came to managing support on the go. Its robust mobile app functionality helped our support agents stay connected and responsive no matter where they were, ensuring that customer inquiries were addressed promptly and efficiently.

JitBit’s mobile app offers a seamless and intuitive user experience, allowing support agents to access and manage tickets, respond to customer inquiries, and collaborate with team members—all from their mobile devices. 

Also, I suggest you use Jira’s screen recording feature for troubleshooting complex issues. This will enable agents to record their screens (video or an image screenshot) right from the web app and upload it to the support ticket. 

What you’ll like:

• Intuitive mobile app interface for easy ticket management and communication on the go
• Offline capabilities enable support agents to work even without an internet connection
• Seamless integration with the web-based help desk platform ensures a unified experience across devices
• Push notifications to keep support agents informed of new tickets 

What you won’t like:

• Advanced features may be limited compared to the desktop version of the help desk platform
• Mobile app performance and responsiveness may vary depending on device specifications and network conditions

Pricing:

Starts at $29/month  

7. LiveAgent: Best for Time Rules

LiveAgent is another impressive platform that seamlessly integrates live chat, ticketing, and automation. 

I got the opportunity to explore LiveAgent’s different features during my 30-day free trial period. What impressed me the most was its time-based rules. As the name suggests, these rules aren’t action-triggered but instead are time-conditional. 

Some examples of time-based triggers are –  Tickets older than, ticket status changed older than, tickets due in less than, etc. The system will automatically make changes to such tickets at the pre-defined time. 

Besides this, LiveAgent offers a Universal inbox feature to manage different communication channels like live chat, email, phone, and social media in one place. 

What you’ll like:

• Automated ticket assignments for improved task allocation
• Spam email filtering to avoid insignificant messages in your help desk
• Ticket Tags to better organize help desk tickets 
• Private notes to promote internal discussion among team members 

What you won’t like: 

• Some must-have features, such as custom roles and time tracking, are only offered in the Large Business plan
• LiveAgent’s overall user interface seems quite outdated and needs improvement

Pricing:

Starts at $9/user/month

Which Is the Best Issue Tracking Software?

I understand that you may not have the time to read through each tool’s description and pricing details. 

To ease your decision-making, I’m sharing my top 3 recommendations right away. 

Option A: ProProfs Help Desk

If you’re seeking an issue tracking system to empower your support team to automate repetitive tasks, foster cross-company collaboration, and provide personalized service, ProProfs Help Desk is the ideal choice. What makes it even more appealing is that ProProfs Help Desk offers a forever-free plan for startups and small businesses. 

Option B: Zendesk

If price is not a big factor for your business, you can also choose Zendesk for your team. The tool lets you create an online help center and community forum to encourage self-service and reduce ticket volume. 

Option C: Zoho Desk 

Zoho Desk is another great option that can help your team assist customers on multiple channels, including email, live chat, phone, social media, and more. Also, robust internal collaboration features will help your team resolve complex issues faster. 

Our Evaluation Criteria

The evaluation of products or tools chosen for this article follows an unbiased, systematic approach that ensures a fair, insightful, and well-rounded review. This method employs six key factors:

1. User Reviews / Ratings: Direct experiences from users, including ratings and feedback from reputable sites, provide a ground-level perspective. This feedback is critical in understanding overall satisfaction and potential problems.

2. Essential Features & Functionality: The value of a product is ascertained by its core features and overall functionality. Through an in-depth exploration of these aspects, the practical usefulness and effectiveness of the tools are carefully evaluated.

3. Ease of Use: The user-friendliness of a product or service is assessed, focusing on the design, interface, and navigation. This ensures a positive experience for users of all levels of expertise.

4. Customer Support: The quality of customer support is examined, taking into account its efficiency and how well it supports users in different phases – setting up, addressing concerns, and resolving operational issues.

5. Value for Money: Value for money is evaluated by comparing the quality, performance, and features. The goal is to help the reader understand whether they would be getting their money’s worth. 

6. Personal Experience/Expert’s Opinion or Favorites: This part of the evaluation criteria draws insightful observations from the personal experience of the writer and the opinions of industry experts. 

Ultimately, I would recommend you choose ProProfs Help Desk for its rich automation features, omnichannel capabilities, and reliable customer support. No matter which tool you choose, remember to keep a human touch alive in each interaction. 

If you have more questions about the same topic, feel free to visit our small FAQ section below.

FAQ’s

What are the key features of Issue-Tracking software?

Issue-tracking software typically includes real-time collaboration, customizable workflows, automated notifications, and detailed reporting. It centralizes issue management, allowing teams to track, prioritize, and resolve issues efficiently.

What are the benefits of Issue Tracking software?

Issue-tracking software streamlines communication, enhances accountability, and improves transparency. It ensures timely issue resolution, boosts productivity, and provides valuable insights through analytics, fostering a more organized and responsive work environment.

How does Issue-Tracking software benefit businesses?

Issue-tracking software enhances overall project management by identifying and resolving issues promptly. It improves customer satisfaction, streamlines workflows, and increases team efficiency. Businesses understand project progress better, enabling better decision-making and resource allocation.

What types of issues can be tracked with Issue-Tracking software?

Issue tracking software is versatile, handling diverse issues such as bugs, feature requests, tasks, and user support tickets. It caters to software development, IT operations, customer service, and various project management needs, ensuring comprehensive tracking and resolution across different industries.