For any organization, a well-rounded issue tracking software is the most essential cog in helpdesk support.
However, finding an issue tracking system that delineates how issues should be resolved can be challenging. If you are considering investing in a issue tracking software, here you will get all the answers on how to find one.
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What is Issue Tracking Software?
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What are the Benefits of an Issue Tracking System?
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How to Manage an Issue Tracking Software Efficiently?
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Best Practices for Managing Issue Tracking System
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How to Choose Best Issue Tracking Software?
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How Wowdesk is the Best Issue Tracking Software?
What is Issue Tracking Software?
An issue tracking software is a tool that enables the help desk support team to record and keep track of the progress of all the issues until it’s fully resolved. The issues can range from a simple query to a complex bug in the product.
With an issue tracking tool, the users can report problems, find out whether it has been escalated or not, who will look after the issue, and how long will it take to resolve it. The tool also offers the managers the ease to customize the issue tracking procedure as per their needs. This further speeds up the problem resolution time and enhances customer experience.
What are the Benefits of an Issue Tracking System?
Any issue, bug or software glitch of any nature can be disruptive for the workflow. These issues should be dealt with in time. Here, issue tracking tools play a crucial role in ensuring a speedy resolution of issues and quality control. Let’s look into some advantages businesses reap from a helpdesk tracking software.
1. Prolongs the life of useful assets
Every asset requires maintenance for proper functioning. If these are maintained or overlooked for long, it can end up reducing the efficiency of the assets. If these issues, no matter how trivial, are acted upon in time can ensure prolonged life of the assets. An problem tracking software prompts the users whenever the asset needs up-gradation or maintenance, this ultimately enhances the value of the assets.
2. Offer a high ROI
This software lets the agents categorize and prioritize asset maintenance tasks. This allows the helpdesk team to look into the matters that need urgent attention. With an organized approach to issue resolving, any business can lower the cost of maintenance on less important or insignificant issues.
3. Record keeping and tracking
A well-rounded problem tracking software functions as a record of all the issues and bugs registered by the users. Besides this, it also keeps a record of people who attended the issue and how they resolved it. Upon reviewing these records, one can analyze the trends in defect and work towards fixing it for better customer experience.
4. Improved connectivity
Problem tracking software has a wide range of features. This includes an easy interface for unhindered communication. Most problems tracking tools have a chat interface through which the team working on the issues can share their feedback or keep one another posted on the progress.
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How to Manage an problem Tracking Software Efficiently?
It’s not uncommon for businesses and organizations to start with basic problem tracking management tools. Most businesses start with spreadsheets and other manual data entry systems to keep track of all the problems they receive. However, they soon realize that these tools are not viable in the long run.
An automated issue tracking software allows businesses to enhance the efficiency and productivity of their workflow. For better management of such tools, make sure it can be integrated with existing business processes. It should be able to collect, record, move, analyze, and monitor the problems seamlessly.
Best Practices for Managing Issue Tracking System
The best practices for complaints management process are:
- 1. Keep the process organized
While using a problem tracking software, organizations must keep their process organized. Doing so will ensure the issues are being tracked routinely and properly. -
2. Define the nature of your issues
When identifying software issues, determine what data fields you need to define that will properly describe them.
While creating the data fields, consider whether you want to include an issue on the defect forum as a default, which fields should be mandatorily included, is there an order that you have decided upon, etc. - 3. Structure the issues and secure them
Having an organized platform for all the reported issues is the best way to ensure the effective working of an issue tracking software. With a well-developed and structured data, one can have easy access to all the pre-existing issues. - 4. Develop a pathway to track the progress
Without a well-defined pathway for progress tracking, one can’t have a well-rounded issue tracking system in place. By defining a pathway for progress assessment, one can filter out issues that may require quick action.
How to Choose Best Issue Tracking Software?
Step One: Identify the objectivesThe industry you serve or the department you work in play a major role in determining which issue tracking tools will suit you the best. A close analysis of the functioning of your organization will help you identify your requirements from an issue tracking system.
Step Two: Set a Budget
There are plenty of vendors offering issue tracking systems in the market. The huge option of choices can overwhelm anyone. Thus, setting a predefined budget for the acquisition and integration of the system is essential. Moreover, it will narrow the list of vendors making it easier to pick a suitable one.
Step Three: Do they follow industry best practices?
The market for issue tracking systems is very saturated. This makes the task of picking an ideal vendor challenging. The best way to make the process easy is to look for software that adheres to industry best practices.
Step Four: Determine who will use the software
An issue tracking software benefits multiple people in an organization. From a project manager to the developer, IT support technician to customer service representatives, issue tracking tools can be used by all. Before investing in such software, determine who will be using the system and for what purpose.
How Wowdesk is the Best Issue Tracking Software?
Issue tracking software from Wowdesk is made especially to make your life easier.
- Our tracking system can be programmed to fix recurring issues like routine inspection and maintenance.
- Wowdesk offers the ease of automating the software to assign tickets. It allows the agents to set predefined criteria for ticket assignment and resolution.
- The problem tracking software by Wowdesk enables multiple users to submit the tickets for the same issue. It further allows the users to link issues that are related or similar in nature.
- The software offers the ease to escalate open or idle issues automatically.
Experience Wowdesk. Experience a powerful Issue Tracking Software!
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