Issue Tracking Software

Issue tracking software compiles all of an organization’s customer tickets for easy maintenance and management. Cloud-based offerings make it simple for service agents to access the system and process service tickets from anywhere. Many companies, including Uber and Airbnb, utilize Zendesk Support as their issue tracking software.

Users aren’t shy about letting their issues be known, and they’ll do so however they see fit – be it through email, a phone call, a chat window, or all over social media. A solution that accommodates multi-channel issue tracking simplifies the process for compiling customer issues. By centralizing various support tickets into a prioritized and actionable list, customer service teams are empowered with an issue tracker that enhances their process while leaving no customer behind.

Both service representatives and customers get a live view to how a support ticket is advanced and resolved in issue tracking software. Users see when activity occurs and the name of the agent that’s resolving it. Service representative see when the ticket is being accessed and by who, along with the ticket’s service history. Updates in the issue tracker appear as they’re actually happening, so customers and agents can immediately see the development towards a ticket’s resolution.

Analytics and in-depth reporting gives customer service agents a better way to view a large volume of issues. A dependable issue tracker provides the right insights into issue tracking, like how quickly service representatives resolve tickets and the development of a ticket’s status from open to close. Create a status report to recognize trends and advise representatives on how to best handle their customers’ needs throughout the support.