Productivity

A Simple Guide to Issue Tracking System Examples and Best Tools

A Simple Guide to Issue Tracking System Examples and Best Tools

While we would all love to imagine that our products or processes are perfect, more often than not that is not the case. Developing products or running project teams is a complex and time-consuming task that can challenge the most weathered business leaders.

Issue tracking systems can help organizations speed up the monitoring of potential issues and resolve them at speed. While small organizations can benefit from manual trial and error, expanding businesses must invest in the best issue tracking system to perfect their processes and gain a competitive advantage.

In this article, we’ll explore what an issue-tracking system is exactly, how your company can benefit from it, and what issue tracking system examples are that you can start using today.

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Productivity

A Simple Guide to Issue Tracking System Examples and Best Tools

Paulina
Content Writer
December 5, 2023

While we would all love to imagine that our products or processes are perfect, more often than not that is not the case. Developing products or running project teams is a complex and time-consuming task that can challenge the most weathered business leaders.

Issue tracking systems can help organizations speed up the monitoring of potential issues and resolve them at speed. While small organizations can benefit from manual trial and error, expanding businesses must invest in the best issue tracking system to perfect their processes and gain a competitive advantage.

In this article, we’ll explore what an issue-tracking system is exactly, how your company can benefit from it, and what issue tracking system examples are that you can start using today.

Understanding issue tracking systems 

Issue tracker systems keep tabs on all the issues your end-users encounter across your products, services, and projects. The best issue tracking systems can enhance your team's efficiency, oversee potential issues, and facilitate collaborative and swift resolutions.

By utilizing issue trackers, service agents can collate crucial information from your customers, not just regarding bugs or issues but also any potential suggestions or questions. Once a problem or question has been raised, service teams can create tickets and escalate or assign them to relevant team members.

Issue tracking systems like Thena can boost productivity and transparency between agents and customers, providing automated ticket updates and easy tracking so no issue goes unresolved or unanswered. Fast resolution times can directly affect customer satisfaction and retention rates, making your issue tracking system the cornerstone of customer connection initiatives.

Examples of issue tracking systems

There are many issue tracking system examples that your organization can benefit from. While issue trackers have been traditionally developed to tackle software issues, their modern-day use is much broader than that.

Issue tracking systems can be utilized through customer support channels, speeding up ticket escalation processes, feedback cycles, and general inquiries. Users can flag their concerns without filling out lengthy forms or being stuck on hold for hours. Issue trackers can easily revolutionize your front-line customer help service, transforming your business into a customer communication powerhouse.

Issue tracking system examples can also encompass IT help desks, making life easier for your employees by streamlining the ticket submission process and speeding up issue resolution. This is becoming more common, with help desk solution adoption rates increasing by 11% since 2020. The best issue tracking systems also let you integrate knowledge bases and pre-made answers to common questions, saving your service agents from the hassle of repeatedly providing the same information.

Issue tracking system examples can also include IT help desks, removing the element of frustration for your employees with seamless ticket submission processes and quick triage 

Similarly, project management can serve as an excellent example of an issue tracking system. When you're working on complex products or processes, issue trackers can accelerate debugging and beta-testing, allowing you to concentrate on crafting the finest possible product.

Key Features and Considerations

There are numerous issue tracking examples that you can utilize, but how do you find the best solution? Here’s a handy list of key features and considerations that you should look out for in your search:

  • Data analytics: The best issue tracking systems can generate in-depth insights so you can make organizational decisions easier. Data analytics can include a range of specifications from response times to customer satisfaction scores, retention rates, and customer sentiment. As investing in your customer experience can increase your revenue by 80%, you must take these metrics seriously and transform them into actions.
  • Multi-channel approach: You want your agents and end-users to be able to action or report any tickets from anywhere at any time. With 78% of customers raising their issues through multiple channels, organizations must broaden their horizons. Using an issue tracker with omnichannel capabilities helps your users simplify the reporting process and expedite issue resolution.
  • Customizable: We all know that one size does not fit all in business. You must find an issue tracking system suited to your exact needs with intelligent workflows and automation. Personalization features can offer custom welcome messages, automated escalation processes, or even emoji reactions!

Integrations: You can purchase the shiniest, newest tool, but undoubtedly, it will still lack a feature or two. So what’s the solution? The best issue trackers can integrate with various third-party tools and software, from project management to video conferencing. Integrating your issue tracking system with Slack, for example, can enable better collaboration and speed up resolution time. As up to 40% of productivitycan be lost because of task-switching, you must find a solution that nestles within your existing toolkit.

Best issue tracking systems 

If you are ready to take the step to embark on your issue tracker journey, you might find yourself with hundreds of options in the market. But don’t worry; we're here to help simplify your decision-making with our list of the best issue tracking systems available today.

Thena

Thena’s issue tracking system solution is designed to seamlessly fit into your Slack workspace while integrating with the most popular email ticketing tools. Our intelligent conversational ticketing system allows organizations to automatically detect requests straight from Slack channels, with a range of added features.

Thanks to Thena’s unified hub, you can create a revolutionized issue tracking experience for your service teams and your customers. Supported by AI-enabled Slack workflows, end-users can submit their issues with a click of a button through various channels such as Slack, email, and the web.

With Thena, you can also say goodbye to lengthy forms. Internal teams and customers can escalate issues directly from Slack channels using Thena's conversational ticketing system. This saves time on filling out information and ensures your service teams can handle tickets 24/7.

Thena’s platform enables business leaders to access tailored analytics to make well-informed decisions and enhance their customer success journey to its maximum potential. Our award-winning solution boasts a wide range of customization features and seamless integrations, ensuring that your teams and customers will have the best possible experience.

From internal help desks to smooth customer journeys, Thena’s comprehensive tool is designed to help you achieve maximum efficiency, resolve requests with speed, and create a transparent and collaborative environment to boost overall satisfaction.

HubSpot Issue Tracker

HubSpot is a well-known brand in the customer service industry. Its issue tracking system benefits from a shared inbox-based approach where agents can review all outstanding tickets with an automated ticket escalation workflow and various integrations.

That said, HubSpot’s platform lacks key features such as SLA management or time-tracking and can be difficult to fully customize to your needs.

ClickUp

ClickUp offers a range of task management features that facilitate the management of tasks, documents, and goals all in one place. Integrating agile working methods into its platform, ClickUp is great for sprint planning and execution.

On the other hand, ClickUp’s solutions are mainly limited to project management purposes and can be overwhelming for beginners. With its user-based pricing tiers, ClickUp can quickly get costly for larger teams.

Zendesk

Zendesk’s issue tracking system, similarly to Hubspot, is also shared-inbox-based, rerouting all tickets from all of your customer channels into one integrated platform. With the help of built-in automation, Zendesk can produce on-demand customer insights to enhance efficiency.  

Although Zendesk can cover a range of issue tracking system examples, its interface can often be overly complex for less tech-savvy users. Due to its complexity and robust structure, Zendesk is limited in the range of customizations available, especially on lower-tier levels.

Conclusion

Managing and addressing potential issues can feel daunting, but it doesn't need to be. Utilizing issue tracking systems like Thena simplifies the process, enabling your organization to maintain excellent customer service 24/7.

If you are searching for the best issue tracking system, look no further. Thena’s lightweight issue tracker can integrate seamlessly into your Slack workspace and efficiently tackle internal and external requests.

Give Thena a try today!

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