Top 6 issue tracking systems for SMB in 2024

Investing in an issue tracking system can be an ideal solution for many small businesses. These systems help ensure that your IT team can monitor important issues in real time and that they don’t overlook any important steps.

Top issue tracking software options

You can choose from many different bug tracking management systems. This software can make for easier project management and better customer support, but it’s important to find the tool that’s right for your team. Any of the following options is a great choice.

Jira

Jira is a software development tool made by Atlassian, which also owns Trello. Jira can help your team manage workflows and ensure that software development and releases go smoothly. Real-time visual data helps you stay on top of project progress and makes it easy to track and address problems as they occur. Jira integrates with more than 3,000 apps, so it’s easy to add it to your existing software and workflow.

Jira
Jira

Redmine

Redmine, a project management web app, makes it easy to track the nuances of the work your help desk or IT team tackles. This app features an issue tracking system, Gantt charts, calendars, time tracking functions, and more, making it a comprehensive solution for your team’s business needs. The app is open source, so you can tailor it to your needs.

Redmine
Redmine

Freshservice

Freshservice is a service management solution that integrates all of your service management processes in a centralized location. This lets you bridge silos, resolve issues more quickly, and even reduce your costs. You can automate repetitive tasks, and features like AI-powered chatbots enable you to provide enhanced support to customers and even triage support tickets. The no-code platform means you can easily customize the software to your needs.

Freshservice
Freshservice

GitHub

GitHub, a software development platform, is equipped with everything your team needs to manage and develop software, including the ability to track and manage bugs. Your code is stored in the cloud, allowing you to create conversations and experiment as well as identify and fix bugs. A built-in code review process helps streamline the review flow, while a detailed checklist lets you see at a glance when you’re ready to merge your changes and launch your software. GitHub also features a mobile app, so you can keep projects moving forward remotely.

GitHub
GitHub

Jotform

Jotform’s form templates — like the issue tracking form and the bug tracker form — make it easy to collect the essential information you need from customers. You can quickly customize each template’s fields so that the form gathers the specific information you want about issues and bugs. You can then embed those forms on your website or send out links via email.

Jotform’s table templates also function as an all-in-one issue tracker database that allows your team to track and share information among stakeholders. These databases make it easy to spot issues that need attention and determine the progress of each ticket or request. Pairing the forms and tables creates a valuable bug tracking process to keep your business and team well organized.

Zoho Desk

With customer service software Zoho Desk, you can improve your productivity and increase customer satisfaction. Workflow automation helps you spot bottlenecks that are slowing your productivity and eliminate repetitive actions so your team can focus on other priorities. 

You can use Zoho Desk to add AI capabilities to your website, providing customers with support and interaction during your off hours. AI capabilities automatically triage your support tickets so you never overlook an urgent issue. They can also identify anomalies in ticket traffic and help evaluate customer sentiment so you can assess and improve your team’s performance.

Zoho Desk
Zoho Desk

The best issue tracking software for your team

When deciding which issue tracking software is right for your team, consider factors like the key features and how well it would solve the particular problems you’re facing. These issue tracking tools are available at a variety of price points, and they offer different features and functionality.

The right platform for your team will depend on the other programs you’re already using as well as what you need in an issue tracking tool. If you already have AI and automation functionality from other software, then you don’t necessarily need those features in your issue tracking system, and you might be able to save money with a more basic tool.

Keep in mind that you can likely justify the investment in issue tracking tools because of the enhanced customer relationships and improved team performance and collaboration you’ll see. These tools can be a valuable addition to any department or business, making it easier for your team to do a better, more efficient job — even when they have a heavy workload of support tickets.

AUTHOR
A journalist and digital consultant, John Boitnott has worked for TV, newspapers, radio, and Internet companies for 25 years. He’s written for Inc.com, Fast Company, NBC, Entrepreneur, USA Today, and Business Insider, among others.

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