As mentioned in our earlier post, issue tracking system is a software application that allows an enterprise to record and follow the progress of every problem or issue that a computer system user identifies until the problem is resolved. An ITS enables the user to:
i) report an issue
ii) track progression towards its resolution
iii) know who is responsible for resolving the issue.
Moreover, it allows the manager of the system to customize the tracking procedure so that unnecessary documentation on the part of the problem solvers does not become a waste of time.
An Its is of great importance to any customer support center as:
1. It facilitates the communication:
Using an issue tracking system within a customer support center helps facilitate the communication and lets the staff know what happens with each issue. As a matter of fact, when there are numerous ideas and issues, there is a high probability of these issues or ideas being misplaced. Moreover, due to a poor communication, staff may even perceive they are not being heard or being ignored. This may further result in the employees quickly disengaging and the project being damaged.
2. It enables you to keep a track of issues:
An efficient issue tracking system helps keep track of every issue that has been raised. Apart from this, staff may suggest new ideas or may request new functionality. An issues tracking system allows you to keep a track of these ideas and issues and also to keep a history of these suggestions.
3. It helps keep track of the action taken:
As soon as an issue is submitted, some action is going to be taken on the issue. These actions may include- under consideration, completed and closed, needs more info, etc. An issue tracking system allows you to keep a track of any actions taken on an issue.