Customer-facing support roles are fast-paced, and to master them, your team needs to be organized and executing an efficient workflow.
For example, the HubSpot Support team fields a few thousand support cases every weekday. That means that some reps take over 25 cases each day. To stay ahead of customer demand, HubSpot Support uses issue tracking software to categorize and monitor active service cases. This technology helps reps manage their daily workload and keep track of long-term or complicated inquiries.
Issue tracking software is one of the most fundamental customer support tools available. As your team scales to meet a growing customer base, you'll need this system to organize incoming service requests.
In this post, let's review what issue tracking software is then list the best options available for your business this year.
What Is Issue Tracking Software?
Issue tracking software is a customer service tool that records incoming support cases from start to finish. The app monitors the case's progress and provides updates to the user whenever there's a change on the customer's ticket. This ensures that service cases are completed on-time and that no customer is overlooked by the support team.
Issue tracking software isn't limited to customer tickets, either. If an employee notices a problem, they too can report it through the software. Some systems even automatically submit tickets when the software encounters internal issues.
These are just a few features that issue tracking software can provide. Let's dive into a few more you should look for when adopting a system for your business.
1. Omnichannel Support
It's important to communicate with customers using their preferred channels. So, your issue tracking software should field customer tickets from several different sources, including phone, email, live chat, social media, and online forms. This will help your support team create an omni-channel experience for your customers.
2. App Integrations
One important feature for issue tracking software is the ability to integrate with other apps. This lets you centralize data into one location, preventing data silos and making it easier to find timely information.
3. Collaboration Features
Two heads are better than one. So, a software that allows teammates to work on an issue at the same time is beneficial because it ensures every ticket is getting solved as efficiently as possible.
4. Automation Features
Since manual labor can only do so much, it's extremely helpful to have automations that can assign tasks, fill in answers to common questions, and organize tickets based on priority. These features will save your reps time and increase their daily productivity.
5. Ticketing System
It's difficult for an issue tracking software to operate without a ticketing system. Tickets provide a document for the software to track and centralizes all case information into one location. If your software doesn't have a ticketing system pre-installed, make sure it can integrate with an external one.
6. Analytics & Reporting
Every issue tracking system should come with some form of reporting and analytics. This way, you can track your team's progress and identify areas to optimize performance.
7. Customer Feedback Loop
After a ticket is closed, your software should ask customers for their feedback on their experience. This -- along with analytics -- will help you continually modify and improve your service offer.
Now that we've covered the basic features of issue tracking software, check out the list below to find one that's best for your support team.
The Atlassian Jira Software has many uses for customer service teams, one of which is bug tracking. This software is meant for internal bug tracking, so when team members find bugs and issues while testing products, they can report it to product development. Any employee can create and submit an issue, and issues can also be imported from a variety of sources, such as Excel or CSV, or from other issue tracking software like Bugzilla or Redmine.
Service Hub provides a help desk and ticketing system that, together, create an extensive issue tracking software. With the ticketing system, you can record, organize, and follow customer issues, ensuring no case ever slips through the cracks. Its help desk features prioritizes tickets and assigns cases to ideal team members. Your team can also set goals based on metrics like ticket response time and track progress using the reporting dashboard.
Service Hub also has omnichannel support, feedback loops, and reporting tools that help service teams optimize the customer experience. And, you can use the knowledge base feature to create FAQ pages that teach users how to handle similar issues in the future.
The Zoho BugTracker helps your team log and track reports based on priority. Reps can set notifications for when new issues are submitted and when updates are made. The software is also customizable in two ways. You can personalize the interface to meet your team's needs and create custom workflows in the support case to meet customer needs.
Backlog's issue tracking follows a four-step process when resolving any software issues: capture, prioritize, track, and release.
During "capture," employees document exactly where and when the issue occurred. In "prioritize," issues are prioritized based on urgency and assigned to specific team members. When the issue reaches "track," team members working on the task can comment on it with updates. Finally, in "release," developers can share their resolutions right within the tool.
HappyFox is a customer issue tracking software that organizes tickets based on category, urgency, and progress. It's automated tracking features increase workflow by streamlining repetitive tasks like updating ticket status and assigning new cases to team members.
You can also gather feedback from your customers then review these metrics via dashboards and reports. When customers are waiting for responses, they can either fill out the feedback forms or review the self-service options you can create, like a knowledge base or community forum.
Airbrake's issue tracking system is designed to resolve problems as quickly as possible. The software alerts your team in real-time whenever an issue is discovered and shows them the exact trail of events that led to the issue so you can prevent it from happening again.
With expert diagnostics, your team will quickly identify the most critical errors and resolve them before they affect your most valuable users. You can release new products feeling secure that you'll be able to recognize and troubleshoot any issues that arise.
With Freshservice, you can filter tickets by incident type or by other categories, like deadlines, to assist with prioritization. Single screens and shared inboxes increase collaboration and allow multiple team members to work on a single ticket. Using integrations like Google Hangout, you can directly chat with the user who submitted the ticket and give them live updates or ask additional questions.
With its automation features, you can speed up processes by setting predefined criteria for priority, category, and employee assignments. You can also easily locate tickets and make updates to ensure the same error doesn't occur twice.