What Is An Issue Tracking System?

An issue tracking system is a software designed in such a way that it can help business owners to track different issues. The issues can include any problems that customers can encounter while accessing services or products from an enterprise.

Some of the issues that can be tracked and recorded by an issue tracking system include simple questions that customers can ask concerning services or product offered by a given company to reports that can be submitted to an organization, the reports usually offer detailed problems that customers have encountered. After the problems have been recorded by an issue tracking system they can be arranged in different criteria where the enterprise owners can follow up and offer solutions.

Through the systems users are able to report issues to different organizations that make use of them, track the progress of the issues reported and even know individuals who are responsible in solving the issues in an organization.

The systems can be customized to allow users avoid wastage of time where they will be documenting unnecessary records about different issues that are not of great importance. Examples of enterprises that make use of issue tracking systems include manufacturers; software developers and IT help support desks. The following are some of the benefits an enterprise can enjoy after it decides to make use of the issue tracking system.

Tracking Important Issues Quickly

The system work in such a way that it will send email notifications to responsible parties after an issue has been reported. This enables business owners to act within the shortest time possible hence avoid cases where they will be forced to incur a lot of loses due to a delay in solving an important issue.

The systems can be customized to send specific emails depending on the importance of the issue reported. This makes different issues that have great importance to be given priority hence achieving in solving the issues at different stages to avoid more damage in case it was employed in a manufacturing sector.

Issue Tracking System Enables Involvement of Customers in Solving Issues

In case your enterprise is offering services online through the use of the systems you can easily engage the customers in resolving different issues that they may face while accessing services from your website. This will be possible where you can provide a form on your website where different customers can report different problems arising from the services that they were able to access from a certain enterprise.

The customers can also report the issues through emails where the business owner will provide an email through which the issues can be reported to the enterprise. Some systems allow use of URL were the business owner will provide a URL to his website from where customers can log in using guest access and report issues.

Issue Tracking System Helps in Tracking the Progress of the Enterprise

By the fact that the system allows the enterprise to track different issues it makes it easier for the organization to know its progress in solving certain issues. This will be possible where the management will know the frequency of the reports of certain issues. After an issue is reported the management will employ different measures to solve it.

After they have solved they will experience the number of customers raising such issue to reduce. Through the system they will easily track their progress hence making their work easier. In case an enterprise is involved in developing software it will be very easy for them to know different drawbacks of the software where they will study the complaints raised by different people concerning different aspects of the software. In case a certain issue is raised more frequent even after attending to it, it means they have not solved it fully hence they need to involve more tactics in solving it.

Improving Customer Satisfaction

In any business organization customer satisfaction is very necessary to ensure achievement of certain goals. Through the issue tracking system different complainants that will be raised by different customers will be directed to the appropriate teams in an organization. This will lead to the improvement of the response time of the organization to different issues.

This will impact positively on customer satisfaction. Through the system individuals in an organization are asked different issues which they will tackle or take appropriate actions to solve them. In case an issue falls in a certain department but it affects several departments the individuals involved will share it with revenant partners leading to improvement of customer satisfaction.

Issue Tracking System Enables More Understanding of Customers

Through the system a business will be able to understand specific needs of each customer easily. In case the business was dealing with offering services it will be very easy to adjust the way services are offered so that the needs of different customers will be met easily.

The system allows users to access the latest information on different issues that may have been reported by customers. This enables the owners to make necessary decisions which will lead to meeting the needs of the customers effectively.

The System Leads to Managing Office Tasks Conveniently

In an office environment there are different issues that will need your attention. After you decide to make use of the systems you will be able to know which issue is of great priority so that you will start tackling it first. This can be possible where the system can be customized to arrange issues in order of their importance. This will avoid cases where individuals in an office will end up concentrating on some issues while abandoning those that can lead to complete failure of the enterprise.

Underrating what the customers feel about services offered by a given organization is very important. This is because through the knowledge the organization will be able to improve. It can be very hard to access information about different issues that affect your customers but with issue tracking system you will easily track all the issues for you to take necessary actions.


Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.