Top 12 Issue Tracking Software Of 2024 Explained

12 Best Issue Tracking Software Shortlist

After deep exploration and rigorous evaluation, I've cherry-picked the 23 best issue-tracking software designed to meet your unique challenges.

1. Jira - Best for robust project management and bug tracking
2. GitHub - Best for version control and collaboration
3. Bugzilla - Best for open-source bug tracking
4. GitLab - Best for comprehensive DevOps platform needs
5. Asana - Best for workflow management and team collaboration
6. MantisBT - Best for easy issue tracking in a simple, user-friendly environment
7. Trello - Best for visualizing project tasks in a flexible, board-like manner
8. ServiceNow - Best for enterprise-level IT service management
9. Zendesk - Best for integrating customer support and issue tracking
10. Freshdesk - Best for customer-focused issue tracking and support
11. Zoho Desk - Best for multi-channel customer support
12. Basecamp - Best for managing remote teams and projects

Navigating the landscape of issue-tracking software can feel like a daunting task, particularly when you're looking for a system that meets specific needs like real-time tracking, efficient issue resolution, and API integration. I've been in your shoes, combing through countless management systems and grappling with the challenge of choosing the right tool that can handle not only bug reports but also customer feedback, permissions, roadmaps, and more. The right bug-tracking tool or project management software should effectively categorize and prioritize issues, feature requests, and user feedback for your service teams while also keeping your stakeholders updated with meaningful metrics.

As someone who has experienced this process firsthand, I can confidently say that a well-chosen issue-tracking system can greatly enhance your customer satisfaction levels and make your team's life easier. In essence, the software simplifies the process of managing and tracking bugs or issues in your product or service. It does this by turning each issue into a ticket, which can then be tracked, assigned, and resolved. This level of organization results in quicker issue resolution, greater customer satisfaction, and a much smoother experience for your service teams. One of the main pain points this software addresses is the often chaotic process of issue management - it eliminates the mess and confusion, providing clear, organized, and actionable information. It's a real game-changer, and I'm excited to share with you some of the best options I've come across.

What Is Issue Tracking Software?

Issue-tracking software, often utilized by software developers, project managers, and customer support teams, serves as an essential tool in the management of tasks, bugs, and customer issues. It provides a centralized system for logging, assigning, and tracking issues, allowing users to maintain a clear record of problems and their resolutions.

These tools play a pivotal role in managing workflows, improving team collaboration, and enhancing overall productivity. From spotting a code defect during software development to addressing a customer complaint, issue tracking software helps ensure nothing slips through the cracks and all issues are promptly and effectively addressed.

Overviews of the 12 Best Issue Tracking Software

1. Jira - Best for robust project management and bug tracking

Jira is a powerhouse in the realm of project management and issue tracking. Known for its robust features and versatility, it serves as a comprehensive solution for managing and tracking bugs across your projects.

Why I Picked Jira:

When it came to choosing a tool with a strong reputation and comprehensive capabilities, Jira was an undeniable candidate. It’s the choice of many developers and project managers for a reason: it provides a blend of customizable workflows and detailed bug tracking that's tough to beat. Hence, I firmly believe it's the "Best for robust project management and bug tracking."

Standout features & integrations:

Jira shines with its customizable workflows and detailed reporting capabilities, enabling teams to stay on top of their tasks and issues efficiently. Its Kanban and Scrum boards provide a visual snapshot of project progress, facilitating effective team collaboration. As for integrations, Jira offers compatibility with a plethora of other tools like Confluence for documentation, Bitbucket for code repository, and Trello for visual task management.

Pricing:

Jira's pricing starts from $7/user/month, offering a reasonable entry point for teams seeking robust issue-tracking capabilities.

Pros:

• Detailed and customizable bug tracking
• Rich integrations with other software
• Support for both Scrum and Kanban methodologies

Cons:

• A steep learning curve for new users
• Can be overkill for small projects
• UI may feel cluttered due to numerous features

2. GitHub - Best for version control and collaboration

GitHub is a game-changer for teams that require superior version control and collaboration. As a repository hosting service, it provides a platform for developers to work together, review code, and manage changes.

Why I Picked GitHub:

In my selection process, GitHub stood out due to its wide adoption among the developer community and its impressive capabilities for version control. It encourages a collaborative environment where code is not just stored but also shared and discussed. Therefore, I deem it as the "Best for version control and collaboration" due to its unparalleled features in fostering team cooperation and maintaining version consistency.

Standout features & integrations:

GitHub's core features include pull requests, where changes can be reviewed before being merged, and GitHub Actions, which allows automated workflows. GitHub also features robust issue tracking that integrates with the codebase itself. Key integrations include Slack for team communication, Jira for task management, and Jenkins for continuous integration/continuous delivery (CI/CD).

Pricing:

Pricing for GitHub starts from $4/user/month, providing teams with a cost-effective platform for version control and collaboration.

Pros:

• Superior version control capabilities
• Built-in collaboration and review tools
• Extensive integrations with other software

Cons:

• Can be complex for beginners
• Private repositories require a paid plan
• More advanced features can require self-hosting

3. Bugzilla - Best for open-source bug tracking

Bugzilla is a tried and tested solution for those on the lookout for reliable open-source bug tracking. As a free and open-source tool, it delivers essential issue-tracking capabilities for teams of all sizes.

Why I Picked Bugzilla:

I chose Bugzilla for its enduring reputation in the open-source community and its robust bug-tracking capabilities. Its open-source nature means that it's continuously updated by a community of developers, ensuring that it evolves with the needs of its users. It's undoubtedly the "Best for open-source bug tracking" with its accessibility and a feature set that competes well with many paid options.

Standout features & integrations:

Bugzilla provides advanced search capabilities, automatic duplicate bug detection, and time tracking, making it a full-featured solution for bug management. Integrations may vary due to its open-source nature, but Bugzilla can be made to work with various systems through customization, including email systems and other project management tools.

Pricing:

Being an open-source tool, Bugzilla is available free of charge. This makes it a highly accessible solution for teams with tight budgets.

Pros:

• Comprehensive bug-tracking features
• Cost-effective (open-source and free)
• Flexibility due to the open-source nature

Cons:

• Might require technical know-how for setup and customization
• User interface is not as modern as some alternatives
• Less structured support compared to commercial solutions

4. GitLab - Best for comprehensive DevOps platform needs

GitLab offers a fully integrated software lifecycle management suite, serving everything from project planning and source code management to CI/CD and monitoring. If you're in search of an all-encompassing DevOps platform, GitLab delivers a holistic approach to software development.

Why I Picked GitLab:

I chose GitLab because of its extensive suite of integrated tools for managing the full DevOps lifecycle. The unique selling point of GitLab lies in its holistic approach to software development, which is why it's "Best for comprehensive DevOps platform needs." With GitLab, you have everything under one roof—source code management, CI/CD, security, and more, eliminating the need to integrate disparate systems.

Standout features & integrations:

GitLab is packed with features that cover every stage of the DevOps lifecycle. These include integrated CI/CD, Auto DevOps (auto-configuration), Kubernetes integration, and comprehensive security tools. As an all-in-one platform, GitLab integrates well with various other tools, such as Jira, Slack, and Jenkins, allowing you to enhance its capabilities further.

Pricing:

Pricing for GitLab starts from $4/user/month (billed annually), making it an affordable option for small to large teams that require a comprehensive DevOps platform.

Pros:

• Full DevOps lifecycle coverage in a single platform
• Affordable pricing for the feature set
• Extensive security tools

Cons:

• Learning curve due to the comprehensive nature
• The interface might be overwhelming for beginners
• Limited customer support for the lower-priced tiers

5. Asana - Best for workflow management and team collaboration

Asana is a highly flexible project management tool designed to help teams organize, track, and manage their work. It promotes team collaboration and is an excellent choice for streamlining workflows across various functions and projects.

Why I Picked Asana:

I selected Asana for its flexibility and intuitive interface, which makes it stand out from other project management tools. With Asana, managing workflows and encouraging team collaboration is a streamlined process. I believe Asana is "Best for workflow management and team collaboration" due to its ability to adapt to various project styles, be it simple task lists or complex workflows.

Standout features & integrations:

Asana's most notable features include customizable templates for different project types, timeline views for project planning, and advanced search and reporting tools. Additionally, Asana has robust integration capabilities and easily syncs with popular tools like Slack, Google Drive, and Microsoft Teams to further enhance its collaborative capabilities.

Pricing:

Pricing for Asana begins from $10.99/user/month (billed annually). This is the starting price for their premium plan which unlocks additional features such as timeline, advanced search & reporting, and custom fields.

Pros:

• Flexible and customizable to suit various project types
• Robust integration with other popular collaboration tools
• Advanced search and reporting tools

Cons:

• The free version is quite limited in features
• Can be overwhelming for first-time users due to many features
• High cost for smaller teams with limited budget

6. MantisBT - Best for easy issue tracking in a simple, user-friendly environment

MantisBT is an open source issue tracker that provides a clear and straightforward interface for project teams to manage and track software bugs and issues. With MantisBT, ease of use doesn't compromise comprehensive functionality, making it ideal for teams who value simplicity in their workflow management.

Why I Picked MantisBT:

I picked MantisBT because of its combination of simplicity and powerful features. It makes issue tracking less daunting, particularly for teams who may be new to this process. It's the user-friendly environment that stands out, leading me to determine that MantisBT is the best tool for easy issue tracking.

Standout features & integrations:

MantisBT's standout features include custom fields, email notifications, and an easy-to-use reporting system. It also supports multiple projects within a single instance. MantisBT has a plugin system that allows integration with other tools such as Slack, EmailReporting, and Source Control Integration, enhancing its functionality and usability.

Pricing:

MantisBT is an open-source tool, so it's free of charge. However, they do offer MantisHub, a paid version of MantisBT that comes with additional features and support starting from $49.95/month for up to 5 users.

Pros:

• Simple, user-friendly interface
• Open-source and free to use
• Ability to handle multiple projects simultaneously

Cons:

• Lacks the advanced features found in some other issue trackers
• The interface, while user-friendly, can appear outdated
• Limited integration capabilities compared to other tools

7. Trello - Best for visualizing project tasks in a flexible, board-like manner.

Trello is a web-based project management tool that uses the concept of boards, which represent projects, and cards, which represent tasks. Trello's easy-to-use, visual approach to organizing work makes it a standout choice for teams who thrive on a flexible, board-like way to manage their tasks and projects.

Why I Picked Trello:

In selecting tools for this list, I decided on Trello because of its unique visual approach to task and project management. Trello differentiates itself with its board and card system, allowing teams to see the progress of their work at a glance. Therefore, I think Trello is best for those who prefer a flexible, visual method for managing projects and tasks.

Standout features & integrations:

Key features of Trello include customizable boards, lists, and cards, drag-and-drop functionality, and the ability to add checklists, labels, and due dates to cards. These features facilitate an intuitive, flexible management of tasks. Trello also integrates well with many tools that teams commonly use, such as Slack, Google Drive, and Dropbox, to allow a more connected and efficient workflow.

Pricing:

Trello's pricing starts from $10/user/month for the Business Class plan, billed annually. This comes after a free tier which is more limited in features.

Pros:

• Highly visual and intuitive user interface
• Flexible and customizable task management
• Robust integration capabilities

Cons:

• Lacks advanced project management features found in more specialized tools
• Can become cluttered for large-scale projects
• Increased costs for access to premium features

8. ServiceNow - Best for enterprise-level IT service management

ServiceNow is a comprehensive IT service management platform designed to streamline the delivery and management of IT services. It provides solutions that define, structure, manage, and automate services for enterprise operations, making it an ideal tool for large organizations needing powerful IT service management capabilities.

Why I Picked ServiceNow:

I chose ServiceNow for this list because of its robust and comprehensive approach to IT service management. What sets ServiceNow apart is its powerful suite of applications that can manage virtually every aspect of enterprise-level IT service, from incident and problem management to IT business management. In my judgment, ServiceNow stands as the best choice for organizations requiring extensive IT service management features.

Standout features & integrations:

ServiceNow's features extend beyond the usual IT service management capabilities. It includes incident, problem, change, and knowledge management, as well as an AI-powered virtual agent for automated customer interactions. It also has a service catalogue for easy request fulfillment. ServiceNow provides integrations with various systems and platforms, including Active Directory, LDAP, SCCM, and more, enabling organizations to extend their current IT infrastructure.

Pricing:

ServiceNow doesn't publicly disclose its pricing. Instead, they tailor the cost to each customer's specific needs and usage, making it "Pricing upon request."

Pros:

• Extensive suite of IT service management capabilities
• Allows for automation of processes
• High level of customizability

Cons:

• High learning curve for new users
• Customization can require significant IT expertise
• Pricing transparency is lacking

9. Zendesk - Best for integrating customer support and issue tracking

Zendesk is a cloud-based customer support software that aims to streamline customer communication and issue tracking in one place. It allows businesses to centralize all customer interactions, making it easier to track, prioritize, and solve customer support tickets, thus aligning with its proficiency in integrating customer support and issue tracking.

Why I Picked Zendesk:

I selected Zendesk for this list due to its comprehensive set of tools designed to improve customer support. It stands out from its peers due to its powerful integration capabilities, allowing it to connect with various applications, making it the best option for those who require a platform that effectively merges customer support and issue tracking.

Standout features & integrations:

Zendesk comes with a wide range of features that facilitate customer support. These include omnichannel support, automatic ticket responses, and robust tracking and prioritization tools. It also offers a knowledge base for self-service support. As for integrations, Zendesk connects with a host of useful applications, including Salesforce, Slack, Jira, and various social media platforms, ensuring flexibility and a more comprehensive approach to customer support.

Pricing:

Zendesk's pricing begins from $5/user/month, providing an affordable entry point for businesses of all sizes.

Pros:

• Offers omnichannel support
• Extensive integration capabilities
• Comprehensive issue tracking and prioritization features

Cons:

• Can be complex to set up initially
• Some features are only available at higher price tiers
• Customization could be more flexible

10. Freshdesk - Best for customer-focused issue tracking and support

Freshdesk is a customer service software that equips businesses with the necessary tools to manage customer interactions and streamline their issue-tracking process. By unifying customer conversations in one place and simplifying customer support, it earns its reputation as the go-to platform for customer-focused issue tracking and support.

Why I Picked Freshdesk:

In considering Freshdesk, the determination was straightforward due to its robust focus on the customer experience. It stood apart in the selection process due to its powerful suite of features that prioritize customer engagement. Thus, I selected it as the optimal choice for organizations requiring a platform with a strong focus on customer-centered issue tracking and support.

Standout features & integrations:

Freshdesk's standout features include automated ticket dispatching, team collaboration tools, and multi-channel support across email, phone, social media, and websites. Moreover, its AI-powered support capabilities enable prompt and accurate responses to customer queries. When it comes to integrations, Freshdesk shines with its connectivity to numerous third-party apps like Slack, Google Workspace, Mailchimp, and more, providing a more rounded and efficient support experience.

Pricing:

Freshdesk pricing commences from $15/user/month, billed annually.

Pros:

• Offers multi-channel support
• Integrates with numerous third-party applications
• Robust and automated ticket management

Cons:

• AI features could be more sophisticated
• Some users may find the interface less intuitive
• Higher-tier features can be expensive for small businesses

11. Zoho Desk - Best for multi-channel customer support

Zoho Desk is a customer service platform that helps businesses deliver high-quality customer support across multiple channels. With its capability to handle requests through email, live chat, phone, and social media, Zoho Desk stands out for its impressive multi-channel support.

Why I Picked Zoho Desk:

I picked Zoho Desk for this list after judging its capability to manage customer communications across various platforms. What makes it different is its comprehensive feature set and integration with other Zoho products. It's my opinion that Zoho Desk is best for organizations that need a reliable tool for multi-channel customer support.

Standout features & integrations:

Key features of Zoho Desk include ticket management, automation, multi-channel support, and a self-service portal. The tool also comes with a robust reporting and analytics module, enabling businesses to gain insights into their customer service performance. Important integrations include other Zoho products such as Zoho CRM and Zoho Projects, as well as external platforms like Google Workspace and Mailchimp.

Pricing:

Zoho Desk starts from $12/user/month when billed annually.

Pros:

• Offers robust multi-channel support
• Comes with comprehensive customer service features
• Integrates well with other Zoho products and external tools

Cons:

• The interface might be overwhelming for first-time users
• Advanced features are available only at higher pricing tiers
• Initial setup and customization can be time-consuming

12. Basecamp - Best for managing remote teams and projects

Basecamp is a project management and collaboration tool that is designed to enhance the organization and productivity of both small and large teams. Known for its clean design and intuitive interface, it excels in managing remote teams and projects due to its well-rounded features that facilitate communication, task delegation, and progress tracking.

Why I Picked Basecamp:

In my selection process, I determined Basecamp to be a standout due to its robust set of features coupled with its simple and user-friendly design. The tool is particularly effective for remote team management and project coordination, with its discussion boards, to-do lists, and scheduling features promoting effective communication and task distribution. Thus, I view Basecamp as the best choice for managing remote teams and projects.

Standout features & integrations:

Basecamp's key features include to-do lists for task management, message boards for team discussions, document and file storage, and a scheduling tool for deadlines and appointments. Additionally, its automatic check-ins feature prompts updates from team members, promoting accountability and transparency. Basecamp integrates with a number of other tools, such as Google Calendar, Outlook, Slack, and Zapier, adding to its versatility.

Pricing:

Basecamp offers a flat pricing structure at $99/month for unlimited users and projects and includes 500GB of storage.

Pros:

• Offers a flat pricing model with no per-user fees
• Supports unlimited users and projects
• Provides a range of features that facilitate remote team collaboration

Cons:

• Lacks some advanced project management features found in specialized tools
• Interface, while user-friendly, may require some time to navigate effectively
• Limited options for customization compared to other tools in the market

Other Notable Issue Tracking Software

Below is a list of additional issue-tracking software that I shortlisted but did not make it to the top 12. Definitely worth checking them out.

13. YouTrack - Good for agile project management and issue tracking
14. Pivotal Tracker - Good for software development teams using Agile methodologies
15. HappyFox - Good for comprehensive customer support and ticketing
16. Wrike - Good for versatile project management across various industries
17. DoneDone - Good for issue tracking and release management
18. ClickUp - Good for teams seeking an all-in-one productivity platform
19. Monday.com - Good for visually-oriented project management and team collaboration
20. Backlog - Good for software developers needing code and issue tracking
21. QuickBase - Good for businesses requiring customizable workflow solutions
22. Airtable - Good for creative project management with database capabilities
23. Smartsheet - Good for spreadsheet aficionados needing enhanced project management features

Selection Criteria for Choosing Issue Tracking Software

In my quest for the best issue-tracking and project management tools, I've put more than two dozen software solutions through their paces. While they all had something to offer, I narrowed down my favorites based on specific criteria that I believe are most important for this kind of software. Let's dive in.

Core Functionality

An excellent issue-tracking and project management tool should enable you to:

• Manage and track the status of various tasks and issues
• Assign tasks to team members
• Set priorities and deadlines
• Comment on tasks for communication and updates
• Attach files related to the tasks or issues

Key Features

In this context, certain features stand out as particularly useful:

• Collaboration Tools: These facilitate teamwork and ensure everyone stays on the same page.
• Reporting and Analytics: They help you track performance, identify bottlenecks, and optimize your processes.
• Integration Capabilities: The ability to integrate with other tools you already use (like Slack, Google Workspace, or Github) can significantly streamline your workflow.
• Customizability: Every team works differently, and a tool that allows you to customize how you track and manage issues can be a major advantage.

Usability

When it comes to usability, here's what you should be looking for in an issue-tracking and project-management tool:

• Intuitive Interface: The software should be easy to navigate, with a clear, clean layout that makes it easy to find what you're looking for. A complex tool could discourage users from fully utilizing it.
• Efficient Onboarding: The tool should offer resources to get new users up and running quickly, like tutorials, guides, or a responsive support team.
• Scalability: As your team or project grows, the tool should be able to grow with it, handling more complex and larger projects without sacrificing performance.
• Accessible Customer Support: If you run into problems, it's essential to have reliable and accessible customer support to help you out. Look for tools with various support options such as live chat, email, or phone support.

Most Common Questions Regarding Issue Tracking Software (FAQs)

What are the benefits of using issue-tracking software?

Issue tracking software offers numerous advantages, including:

• Improved Organization: It helps to streamline the process of managing and organizing tasks or issues within a project.
• Enhanced Communication: These tools often facilitate better team communication, with features allowing you to comment on tasks or issues.
• Increased Efficiency: By keeping all issues in one place, teams can quickly identify, prioritize, and resolve problems, leading to higher productivity.
• Greater Transparency: The visibility of tasks and their progress ensures all team members are on the same page.
• Better Accountability: With assigned tasks and issues, every team member knows their responsibilities, improving accountability.

How much do these issue-tracking tools typically cost?

The cost of issue-tracking software can vary greatly, ranging from free versions to enterprise-level options that cost several hundred dollars per user per month.

What are the pricing models for these tools?

Many of these tools use a subscription pricing model, typically charged per user per month. However, they often offer a discount if you opt to pay annually. Some tools also provide a freemium model where basic functionalities are free, but you'd need to pay for additional features or more extensive use.

What's the typical range of pricing for issue tracking tools?

The price range for these tools is quite wide. For smaller teams or startups, tools with basic functionalities can start from as low as $5 per user per month. For larger teams or organizations needing more extensive features and support, the pricing can go up to $25 to $150 per user per month.

Which is the cheapest and most expensive software on the list?

From the list of tools I've covered, the cheapest paid plan comes from Zoho Desk, starting from $12 per user per month. On the other hand, the most expensive tool is Jira, with its premium plan costing $14 per user per month.

Are there any free issue-tracking tools available?

Yes, some issue-tracking tools offer free versions. For example, Jira and Basecamp both offer free plans for small teams with limited features. It's a great way for smaller teams or startups to manage their tasks and issues without a large initial investment. But keep in mind, as your team grows or your needs become more complex, you might need to upgrade to a paid plan.

Other Issue Tracking Software Reviews

• Cloud Helpdesk Software
• Help Desk Software
• Service Desk Software

Summary

In conclusion, choosing the best issue-tracking software for your needs requires careful consideration of multiple factors. Each software solution comes with its unique strengths, suitable for different business needs, team sizes, and budgets. Therefore, aligning your specific requirements with the functionalities offered by these tools is crucial for making an informed choice.

Here are the three key takeaways from this guide:

1. Consider Core Functionality and Key Features: Understand the primary needs of your team or project. Different tools excel in different areas, such as task management, customer support, or project management. Consider the core functionality and key features that align with your business requirements.
2. Ease of Use Matters: The usability of the software plays a vital role in its effectiveness. A tool may have all the features you need, but if it's difficult to use, it can hamper productivity rather than enhance it. Look for software with intuitive interfaces and efficient customer support.
3. Evaluate Pricing Models: Pricing can vary significantly across different software solutions. Always evaluate your budget and consider the cost-effectiveness of each option. Remember, the most expensive tool isn't always the best fit. There are many affordable and even free options available that might be perfect for your needs.

What do you think?

While I've done my best to provide an extensive list of top issue tracking software, the technology landscape is vast and constantly evolving. Therefore, if you're using a tool that you think should be on this list, or if you've had a particularly good (or bad) experience with any of the software mentioned, I'd love to hear about it!

Your insights and experiences can help us all make more informed decisions. So, don't hesitate to share your thoughts or suggest any tools I might have missed.