The issue tracking tool or ticketing software is a must in every company, it allows you to make your bug tracking process very smooth and efficient. With the help of this tool, you can easily manage the issues based on their priority and risk level and this eventually makes the customer happy and increase employees’ productivity.
Issue tracking tools come both Free and Paid depending on your organization’s requirement.
Are you looking for Ticketing or Issue tracking software for your organization? Here I’m coming up with a list of the 19 best Ticketing and Issue Tracking tools suggested by 21 industry experts.
Let’s check out their reviews and personal experiences.
Ju Li, CEO and Co-founder of GetBuyLo
We use a combination of Trello + automation software like Zapier/Integromat. Trello’s free tier is extremely generous. You have to upgrade to get more functionality and integrations.
But we get around that by using Integromat to provide integrations and automation. Doing this will keep your costs to near $0.
John Ross, CEO of Test Prep Insight
We use Asana for issue tracking, and it works wonders. Although primarily a project management software system, Asana works extremely well as an issue tracking tool as well. I personally think one of the most important aspects of issue tracking is visualization. Whether this is a digital whiteboard with stickies or a virtual pipeline, teams operate most efficiently when things are visualized. Asana offers an incredibly powerful backend and a beautiful user interface. This helps our team to organize issues, track bugs, and follow up on tasks by assigning things to certain team members and setting deadlines. These small features, when combined with the visualization of issues, increase our efficiency and productivity. I am a huge fan of Asana as an issue tracking tool.
Brett Downes, CEO and Founder of HARO Helpers
HubSpot Ticketing Software is one of the best ticketing/issue tracking tools in the market. It provides easy access and communication made on the ticket and ensures that the entire troubleshooting process is carried out smoothly. It also provides analytics that can be used by customer service managers to track their team’s performance. With data that can provide metrics for everything spanning from agent response time to ticket volume, the system helps to keep a steady check on the productivity of all assigned teams.
Rex Freiberger, CEO, Gadget Review
Zendesk is still one of the leading help desk software providers. It’s cloud-based so your employees can access it from anywhere and share information that syncs automatically. It also has the largest amount of coverage of any ticketing software, allowing customers to submit questions and issues from a variety of channels such as phone, email, text, etc.
One of the main issues with Zendesk, however, is that there are more options than the normal user will ever explore. It makes the software hard to navigate and a bit cumbersome to run. It also doesn’t track the difference between the issue assignee and the person responding. If the assignee responds it considers that a response from the customer service rep.
Dan Bailey, President, WikiLawn Lawn Care
We use JIRA to process internal issues as well as customer issues. While it’s not the most efficient method and certainly not the flashiest, it gets the job done for us. JIRA is an industry standard and I have yet to find software that is as well-known by people we’re hiring. ZenDesk is coming close for customer issues, but it doesn’t help us resolve internal bugs and other things that require tickets.
Our workflow is set up around JIRA. It’s easy to learn and the no-frills style lends itself well to efficient settling of any issue.
Carter Seuthe, CEO of Credit Summit
We’ve used Zendesk for years now to handle our customer service tickets. It’s the industry standard for CS these days and it’s easy for newcomers to pick up–at least the things they need to know. We can sort tickets in various priority systems, assign filtering to them, and track the progress across all stages.
My biggest complaint is how bloated it is. The cloud-based service sometimes crashes for us during peak usage. And the software itself is full of so many bells and whistles that we’ll never use. It can be difficult for non-CS personnel to navigate it.
Angel Sanchez, Founder of Wanderlust Portraits
Companies do have to manage a lot of privacy consents throughout the year and to deal with these they have to hire various experts to manage the occurrence of such activities. To manage this here are some tools to help manage these issues and save time and money for the companies:
Jitbit
Delivering service to all sorts of business platforms to deal with cyber trafficking attacks and rendering. Available with two versions- SaaS and on-premise. These both will help operate with your mailbox, trajectory, Google Drive, and other essential services.
Kayako
To manage and support employees with considerable efforts for breaking their issues with the best solutions, this software helps in managing automated fast replies services to purposely solve issues within the desired time with proper solutions.
Service Now- ITSM
This service includes functions to resolve IT failures and crack issues from a single usage source for employees. It helps to resolve issues from virtual backlogs and eliminates them for better speed. Best to manage desks for companies with 500+ employees.
Marketing Director and Co-Founder of WeInvoice
For our small organization, we have been using Zendesk ticketing software and are highly satisfied with its assistance. We love it because of its unwavering attention to the CRM. Because of this, we have managed to handle ticketing and CRM with the same perfection.
The shared inbox of Zendesk has helped us to capture customer inquiries at a centralized place. For instance, whether your customers are contacting you via web widgets or live chat, you will be notified immediately. Because of this, we are able to answer all the queries on time.
Its automation has helped us save a huge deal of effort and time in customer query handling.
We figured it out differently from the rest of the ordinary issue-resolving system because of its marketing-oriented help desk approach. With its high-end integration with tools like Zoho CRM, Salesforce, and SugarCRM, one can easily gather customer data and drive sales. A live chat module can be automatically triggered when a customer is searching for a particular product. My team was able to provide instant customer support because of this facility.
It brings ultimate peace of mind when pricing is concerned. There are multiple pricing plans because of which it is easy to get one that is suitable for your requirements and needs. The 30-day free trial is a great way to find out the real-time viability of this tool in a given ecosystem. All in all, we were happy with its performance and would like to continue you in future as well.
Andriy Bogdanov CEO and Co-Founder of Online Divorce
Freshdesk is an excellent tool for small businesses because of its low cost, ease of use, and automation features. What I like best about Freshdesk is the shared inbox feature, which allows my team to organize tickets so that we can assign ticket groups to each agent and collaborate on finding a solution when one agent can’t find a solution for their ticket group. I also like how it converts support requests from any platform into tickets, which it then assigns to the appropriate agent automatically.
Freshdesk offers four business plans: the Sprout Plan, which is free, the Blossom Plan, which costs $15 per month per agent, the Garden Plan, which costs $35 per month per agent, and the Estate Plan, which costs $49 per month per agent.
Olivia Tan Co-Founder of CocoFax
One of the best ticketing tools is HappyFox
HappyFox is a ticket automation support desk program. When built, your support tools pre-fill your ticket properties to reduce time in your workflow by saving customer service reps time. The software also offers templates to distribute to their customer support teams. Through the exchange of these ticket models, organizations can establish a clear tone and design of customer contact across the whole department.
Richard Mews, CEO of Sell With Richardhttps
One of the Best Ticketing or Issue Tracking Tools for Small and Large Businesses in the ticketing System Zendesk. Zendesk is a support desk application that includes several ticket management features. Its ticketing system centralizes all customer contact, provides agents with a comprehensive history of previous customer encounters, and automates repetitive tasks. Additionally, it provides automated ticket production, which converts calls, messages, and texts into tickets without the need for any individual agent to take action. If your website also has a forum, Zendesk enables you to convert group posts to tickets if a customer raises a serious problem in a post. Additionally, you can exchange tickets between multiple Zendesk accounts — this is particularly useful when a ticket can be used as a training opportunity for service representatives. Pricing: $49 per person / month (Suite Team); $79 per person / month (Suite Growth); $99 per person / month (Suite Professional); $150 per person / month (Suite Professional) (Suite Enterprise).
Carole Murphy, Creative Content Designer at TopSewingMachines
One of the best Ticketing or Issue Tracking Tools for Small and Large Business today is LiveAgent. By converting any new customer service commitments into tickets, LiveAgent managed customer contact. Upon creation of your ticket, LiveAgent transfers the case to an employee accessible or shared box. This manages incoming requests and facilitates the streamlining of information in other divisions of the organization by the customer support teams. Reps will collaborate with departments such as product management to marketing and share insights into individual company customer experiences.$15 per month (ticket); $29 (ticket + chat); $39/user/month (ticket + chat); (All-Inclusive)
Harriet Chan, Co-Founder from CocoFinder
LiveAgent
I’ve been using LiveAgent for a couple of years and find it an excellent choice, to manage all my business stuff and easily keep tabs on clients. The system is extremely easy to use with user-friendly navigation, which my staff quickly learned how to use. It includes all the features required for managing a ticketing system and a visually intuitive interface, with color-coding that makes it easy to see which tickets need urgent attention and require a follow-up.
This product is an essential tool for my team. It brings many gamification badges and all kinds of professional ticket routing features. The platform is highly customizable to suit our company’s needs and taste. The customizable tags help to create an efficient workflow. The automatic rules also offer a large amount of flexibility in managing support tickets and providing the right information to our team.
However, it would be great to have time to record features against each ticket. Currently, we have to use another platform (Jira) to do that for us.
Jira:
It’s an outstanding platform, with a great UI design and a wide range of customization and configurable on almost everything. Provides a nice user experience, with standard templates to manage projects according to the current approach and new trends (Agile/Scrum/PMI). It has many apps to aggregate, REST full API, Webhooks, and the likes to extract data or make interfaces with the company’s systems.
There’s an integrated tracking, lists, sorting direct contact with chat (stride), and a feature to work with git right from every task or issue. Customization Jira, being confusing at first, hides a lot of its features inside, most of which you can change and adjust to your business needs. It’s a great solution for a big corporation with thousands of issues and tasks daily.
Mitch Durfee, Founder/Editor of The Credit Repair Blueprint
Jira
Why do I recommend this?
If you are a small business owner or a small firm, the Jira issue tracker is the best option for you to do team planning and building great products. You can capture, organize, and resolve issues in the team activity. Also, you can assign work to the members of your team to get the job done. It is easy and elegant to use with its new mobile interface, and worth giving a try.
Quincy Smith, Founder of ESL Authority
Regarding small businesses, almost all companies should be able to get away with using their project management software given the right integrations. We personally use ClickUp + a few automation to tag incoming issues and support requests (synced with our website forms) and assign them to the correct staff.
ClickUp lets us email directly from the platform and we employ a Kanban board to move issues through different stages – we use this system to manage anywhere from 50-150 tickets per week and it works well for us – definitely better than paying for a Zendesk or similar at this point.
Caroline Lee, Co-Founder of CocoSign
When we first started Cocosign, we found Hubspot and decided to go with it. We liked the idea of getting free, high-quality services that promised to delight our users and improve productivity.
I really like the knowledge base feature that helps with internal documentation. The support staff doesn’t have to sit waiting for instructions or answers to technical problems, as it’s all documented in an easy-to-follow format. That has improved productivity by reducing dependencies on the IT staff.
We also integrated Hubspot’s customer feedback program that helps us measure customer sentiments. While most people don’t respond to these short surveys, the few that do make all the difference.
Automation is also another huge plus with Hubspot’s ticketing platform. You can change ticket status, priority, and other attributes automatically. We can auto-prioritize tickets based on the subject line, email address, ticket category, and more. This ensures we get to the important stuff first.
Overall, I think Hubspot has improved our ticketing considerably. The team can now respond to issues according to priority, and I oversee everything from the admin portal. That’s a win-win if you ask me.
Miranda Yan, Co-Founder of VinPit
The ticket system helps customers seek answers via email, call or live chat on your website. More importantly, it helps streamline customer service by automatically creating support tickets, offering an automated response to common questions, and making sure requests go to the customer service executive who can best respond to them.
Below listed are some best ticketing or issue tracking software for small and large businesses:
- FreshService
-The platform provides a mobile app for iOS and Android that allows IT, administrators, to service requests remotely.
-It offers a gamification module called Arcade, which enables IT, agents, to score points and gamify IT-related tasks.
-It can be easily integrated with third-party apps for managing the service desk. - HelpDesk
-The tool helps companies to manage client communication, queries, tickets, feedback, and surveys.
-The key features of this tool are tagging, private notes, assigning tickets to specific executives, data protection, information sharing, collaboration, and ratings.
-The added features in this tool are email notifications, spam filters, chat history, client details, and ticket ratings to deliver personalized customer services. - Live Agent
-The tool offers a live chat application, ticket management, online self-service portals, all as either in-suite or standalone applications.
-The best feature about this tool is the ticket management system which contains the complete stream of chat messages, emails, phone calls, or messages from other communication channels between the customer and executive of the company.
Shawn Lockery, Co-founder and CTO of InVivo Biosystems
As a CTO of Invivobiosystems, I would suggest HelpDesk as the best issue tracking tool. Our team purchased this software to help us with issue tracking and to improve productivity. Before, we handled ticketing through regular mails. HelpDesk system does allow us to do that, and it improved our business productivity.
HelpDesk is useful to manage requests that come into our business than through regular emails. It gives the convenience of working on our tickets on an organized page; thus, it saved time. Its internal note features ensure that every team member is on the same page, resulting in a good client experience.
Rahul Gulati, Founder, GyanDevign Tech Services LLP
When I was working as a technical writer for a restaurant management software company. They had major issues with in-house employees and end-users conflicts for clear documentation.
I was given the task for a month to find an affordable tool. I checked and saw a demo of multiple products and finalized it on VisionHelpDesk.
I mean from the small city of Nashik, they have created top-class ticketing/support management software for small businesses. It helped us move over the help guide to the platform. On top of that, we were able to guide the employees to instruct paid users to leverage the tool for any issue reporting.
For 10 USD/month, you get all the features that the competitor was offering at 3X the cost. Since we used this tool in 2015. I am sure they have made tremendous upgrades since then with one time license to recurring type license.
Alan Harder, Mortgage Broker, AlanHarder
The lack of an effective working process flow is one of the leading causes of unattended problems on projects and tasks. Miscommunication and a lack of knowledge are commonly the causes of unnecessary headaches.
A working process flow may help a team or company in a variety of ways, but putting one in place just takes three simple steps. The first item on the list is self-explanatory: clearly identify the goal, including the end result for each process.
The second step is to group each process into “meaningful chunks,” as industry experts call them. The aim is to transmit information in bits and pieces, but in such a way that it demonstrates how each mechanism is linked to the others. This will bring transparency to the situation and ensure that no details were overlooked.
The third and final step is to communicate, which can be accomplished by the use of a checklist method. This will help cover all aspects of the task and, like the previous phase, provide consistency.
Process Street is a good checklist system or tool to use because it optimizes any workflow you can build. It’s easy to use and can make task delegation much easier for you.
Alina Clark, Co-Founder & Marketing Director of CocoDoc
In accordance with your needs, I can recommend Everhour which is a simple web-based time-tracking and scheduling tool that integrates with other productivity tools like Asana. If you develop a project in Asana, it will sync and appear as a project in Everhour, allowing you to monitor your progress when functioning on it.
Harvest is a good tool for keeping track of team time. Its high features are designed to tackle massive, collaborative projects within teams, but it’s still ideal for solopreneurs. Harvest is a smart way to keep track of the team’s time to get tasks done while staying focused. Harvest is available as a desktop application, a browser plugin, and a web application.
HourStack is a social time monitoring tool that differs from other time tracking applications in appearance. It displays time in frames as if the time it takes you to complete a job is a calendar occurrence. It’s not the only app that does this (Timeneye does that as well), but it does place a greater emphasis on scheduling your time when you start working than most applications.
Paydirt is an online time monitoring app that, like Harvest, provides complete invoicing and expense tracking capabilities. It does, however, vary from Harvest in a few respects. For starters, it is less expensive, starting at $8 a month or $80 a year. Second, Paydirt lacks mobile applications and offline functionality, while Harvest does.
List of the Tools suggested by experts for Ticketing and Issue Tracking tools
This is the list of 19 ticketing or Issues tracking tools arranged as per the most number of suggestions for particular software.
- Zendesk ticketing
- Jira
- HubSpot Ticketing
- HelpDesk
- Asana
- LiveAgent
- Trello
- Jitbit
- Kayako
- Service Now- ITSM
- Freshdesk
- HappyFox
- ClickUp
- FreshService
- VisionHelpDesk
- Process Street
- Harvest
- HourStack
- Paydirt
Wrapping Up
Thank all experts for giving your time to write for us and your valuable suggestions for DailyScrawl visitors.
