Our Top Picks

Atlassian-Jira Logo
Atlassian Jira
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android, Mac, Windows
  • Customer service: 24/7 (live rep), online
  • Assignment management
Atlassian Jira is an issue and problem tracking solution built for software teams. Team members can easily work together to plan, track, and release software. This software has an attractive, organized workflow interface and a dashboard, which makes it easy to see the scope and timeline of each project. Atlassian Jira also includes powerful reporting tools with real-time data and automation tools to help save time.

Pros & Cons

Pros

  • Includes integrations
  • Includes ticket management
  • Can be used on any device

Cons

  • Doesn’t offer issues auditing tools

What Customers Are Saying

Users appreciate the well-designed UI of Jira, as well as its vast customization options. Onramping is easy for new users, and the program scales easily to handle issues for large enterprise-sized companies. However, some customers express their love/hate relationship with the software, loving its possibilities but experiencing frustration with its limitations regarding workflow transitions and working with custom fields.

Summary

Atlassian-Jira Logo
Atlassian Jira
  • Starting Price
    • Standard: $7/month/user
    • Premium: $14/month/user
  • Free Trial/Demo
    Free Trial
  • Deployment
    Installed - Mac
    Installed - Windows
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    24/7 (Live Rep)
    Online
  • Ticket Management
    Yes
Features
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android, Mac, Windows
  • Customer service: 24/7 (live rep), online
  • Assignment management
Backlog Logo
Backlog
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android, Mac, Windows
  • Customer service: 24/7 (live rep), online
  • Reports
Backlog is an issue and bug tracking software solution. With this tool, teams can quickly find and fix bugs and errors. Backlog offers collaboration tools that make it easier for teams to work on fixing issues together until a resolution is found. This software also offers a dashboard view that shows where each bug is in the workflow. Users can easily prioritize tasks so important fixes get worked on quickly. It’s easy to comment and communicate within the software so that all team members are on the same page.

Pros & Cons

Pros

  • Includes assignment management
  • Includes ticket management
  • Includes integrations

Cons

  • No issues auditing tools are included

What Customers Are Saying

Users appreciate the simplicity with which Backlog tracks not only bugs and issues but also the team members dealing with those issues. The program is easy to set up and learn, they say, and the project management workflow feels intuitive and natural. However, some users find the mobile app lacking in the full features available in the browser version.

Summary

  • Starting Price
    • Starter: $35 /month
    • Standard: $100/month
    • Premium: $175/month
  • Free Trial/Demo
    30-Day Free Trial
  • Deployment
    Installed - Mac
    Installed - Windows
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    24/7 (Live Rep)
    Online
  • Ticket Management
    Yes
Features
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android, Mac, Windows
  • Customer service: 24/7 (live rep), online
  • Reports
Freshservice Logo
Freshservice
  • Deployment: Web-based, cloud, SaaS
  • Customer service: Phone, email, tickets, live support
  • Issues auditing
Freshservice is a solution that makes it easier to track issues and manage requests. Freshservice includes automation tools to save time and get more done. This software also includes collaboration tools to easily communicate with team members about specific issues and the status of resolutions. Additionally, Freshservice also offers an error database so common issues can quickly get fixed.

Pros & Cons

Pros

  • Includes assignment management
  • Includes task management

Cons

  • Not able to use on a mobile device

What Customers Are Saying

Users find Freshservice easy to set up and use, and they appreciate its intuitive design and extreme customizability. The app makes it easy to manage IT tickets, changes, and assets, and its automation tools work well to streamline problem resolution, users report. However, customers say some workflow automations have order and reporting issues and the mobile app needs work, especially on the Android platform.

Summary

Freshservice Logo
Freshservice
  • Starting Price
    • Blossom: $15/month/agent
    • Garden: $45/month/agent
    • Estate: $65/month/agent
    • Forest: $75/month/agent
  • Free Trial/Demo
    21-Day Free Trial
  • Deployment
    Web-Based, Cloud, SaaS
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Ticket Management
    Yes
Features
  • Deployment: Web-based, cloud, SaaS
  • Customer service: Phone, email, tickets, live support
  • Issues auditing
Zendesk Logo
Zendesk
  • Deployment: Web-based, cloud, SaaS
  • Customer service: 24/7 (live rep), online, phone during business hours
  • Issues auditing
Zendesk is a solution that works as a ticketing system. All tickets are stored in a shared inbox that supports multichannel communications. Support agents are able to keep track of all requests and the status of each ticket. This software offers real-time collaboration tools to easily work together to fix problems. Zendesk integrates with common apps like Slack, Zoom, Dropbox, and Shopify.

Pros & Cons

Pros

  • Includes integrations
  • Includes assignment management
  • Includes task management

Cons

  • Not able to be used on a mobile device

What Customers Are Saying

Customers rave about Zendesk's ease of use and extreme customizability. They appreciate the responsive, qualified support and the plethora of third-party apps that integrate with the program, many of which are free. Users with small businesses find they need help understanding how to set up Zendesk for later scaling; without that help, they run into trouble later.

Summary

  • Starting Price
    • Essential: $5/month/agent
    • Team: $19/month/agent
    • Professional: $49/month/agent
    • Enterprise: $99/month/agent
    • Elite: $199/month/agent
  • Free Trial/Demo
    14-Day Free Trial
  • Deployment
    Web-Based, Cloud, SaaS
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Ticket Management
    Yes
Features
  • Deployment: Web-based, cloud, SaaS
  • Customer service: 24/7 (live rep), online, phone during business hours
  • Issues auditing
Zoho-Projects Logo
Zoho Projects
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: 24/7 (live rep), online, phone during business hours
  • Assignment management
Zoho Projects is an issue tracking solution that makes it easier to see and manage bugs and issues. It logs and tracks bugs, has automated bug tracker tools, and can be fully customized to meet each organization’s needs. This software also offers collaboration tools so team members can better work together on multiple issues. In addition, Zoho Projects includes tools that make it simple to track both billable and nonbillable hours. This software integrates with common programs like Zapier, Dropbox, Google Drive, and One Drive.

Pros & Cons

Pros

  • Includes task management
  • Includes reports
  • Includes integrations

Cons

  • Doesn’t offer issues auditing solutions
  • The free trial period is short

What Customers Are Saying

Customers appreciate the easy integration and syncing of Zoho Projects with Zoho Books and other apps, as well as the terrific reports produced. The app is cost-effective, they say, and the features are all clear and easy to use, with a clear and elegant dashboard that's client-friendly. Some users find foreign language translations less than adequate, and the app sometimes opens slowly.

Summary

Zoho-Projects Logo
Zoho Projects
  • Starting Price
    • Standard: $3/month/user
    • Express: $4/month/user
    • Premium: $5/month/user
    • Enterprise: $6/month/user
  • Free Trial/Demo
    10-Day Free Trial
  • Deployment
    Web-Based, Cloud, SaaS
    iPhone / iPad
    Android
  • Support Options
    24/7 (Live Rep)
    Business Hours
    Online
  • Ticket Management
    Yes
Features
  • Deployment: Web-based, cloud, SaaS, iPhone/iPad, Android
  • Customer service: 24/7 (live rep), online, phone during business hours
  • Assignment management

How We Chose the Best Issue Tracking Software

For companies that receive issue requests and support requests, having good software can make a big difference. Issue tracking software can be used to properly track issues as they come in and can help professionals prioritize which issues to work on. 

There are many issue tracking software options out there, so it can be difficult to know which software to choose. We’re here to help. We evaluated each company on this software list based on the most important features to help businesses choose the right software for their needs. 

Issue Tracking Features

We recommend issue tracking software that includes features such as ticket management, task management, and assignment management tools. We evaluated software options that include business management features. 

Integrations 

This type of software should also include pre-built integrations for CRM systems and other tools that are often used together with issue tracking software. We looked at software that offers pre-built integrations. 

Reports 

It’s also recommended that issue tracking software include reporting tools. Detailed reports help the user assess and improve their issue tracking practices. We evaluated issue tracking software options that include reporting capabilities.