Top 23 Issue Tracking Software of 2024 Explained
10 Best Issue Tracking Software Shortlist
Here's my pick of the 10 best software from the 23 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Choosing the right issue-tracking software can be overwhelming, especially when you need real-time tracking, efficient resolution, and seamless API integration. Combing through countless management systems and grappling with the challenge of choosing the right tool to handle not only bug reports but also customer feedback, permissions, roadmaps, and more, is daunting.
Whether you’re managing bug reports, customer feedback, or internal roadmaps, the right tool will help you categorize, prioritize, and resolve issues quickly while keeping stakeholders informed.
Check out my picks for the top issue tracking software!
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What is Issue Tracking Software?
Issue-tracking software, often utilized by software developers, project managers, and customer support teams, is an essential tool for managing 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.
Best Issue Tracking Software Summary
| Tools | Price | |
|---|---|---|
| GitHub | From $4/user/month (billed annually) | Website |
| ServiceNow | Pricing upon request | Website |
| Basecamp | From $15/user/month | Website |
| Bugzilla | Free to use | Website |
| Trello | From $5/user/month (billed annually) | Website |
| Freshdesk | From $18/user/month | Website |
| Jira | From $7.16/user/month + free plan available | Website |
| GitLab | From $4/user/month (billed annually) | Website |
| Asana | From $10.99/user/month (billed annually) | Website |
| MantisBT | Pricing available upon request | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareBest Issue Tracking Software Reviews
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).
Pros and cons
Pros:
- Extensive integrations with other software
- Built-in collaboration and review tools
- Superior version control capabilities
Cons:
- More advanced features can require self-hosting
- Private repositories require a paid plan
- Can be complex for beginners
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.
Pros and cons
Pros:
- High level of customizability
- Allows for automation of processes
- Extensive suite of IT service management capabilities
Cons:
- Pricing transparency is lacking
- Customization can require significant IT expertise
- High learning curve for new users
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.
Pros and cons
Pros:
- Provides a range of features that facilitate remote team collaboration
- Supports unlimited users and projects
- Offers a flat pricing model with no per-user fees
Cons:
- Limited options for customization compared to other tools in the market
- Interface, while user-friendly, may require some time to navigate effectively
- Lacks some advanced project management features found in specialized tools
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.
Pros and cons
Pros:
- Flexibility due to the open-source nature
- Cost-effective (open-source and free)
- Comprehensive bug-tracking features
Cons:
- Less structured support compared to commercial solutions
- User interface is not as modern as some alternatives
- Might require technical know-how for setup and customization
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.
Pros and cons
Pros:
- Robust integration capabilities
- Flexible and customizable task management
- Highly visual and intuitive user interface
Cons:
- Increased costs for access to premium features
- Can become cluttered for large-scale projects
- Lacks advanced project management features found in more specialized tools
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.
Pros and cons
Pros:
- Robust and automated ticket management
- Integrates with numerous third-party applications
- Offers multi-channel support
Cons:
- Higher-tier features can be expensive for small businesses
- Some users may find the interface less intuitive
- AI features could be more sophisticated
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.
Pros and cons
Pros:
- Support for both Scrum and Kanban methodologies
- Rich integrations with other software
- Detailed and customizable bug tracking
Cons:
- UI may feel cluttered due to numerous features
- Can be overkill for small projects
- A steep learning curve for new users
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.
Pros and cons
Pros:
- Extensive security tools
- Affordable pricing for the feature set
- Full DevOps lifecycle coverage in a single platform
Cons:
- Limited customer support for the lower-priced tiers
- The interface might be overwhelming for beginners
- Learning curve due to the comprehensive nature
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.
Pros and cons
Pros:
- Advanced search and reporting tools
- Robust integration with other popular collaboration tools
- Flexible and customizable to suit various project types
Cons:
- High cost for smaller teams with limited budget
- Can be overwhelming for first-time users due to many features
- The free version is quite limited in features
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.
Pros and cons
Pros:
- Ability to handle multiple projects simultaneously
- Open-source and free to use
- Simple, user-friendly interface
Cons:
- Limited integration capabilities compared to other tools
- The interface, while user-friendly, can appear outdated
- Lacks the advanced features found in some other issue trackers
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 10. Definitely worth checking them out.
- Zoho Desk
For multi-channel customer support
- Zendesk
For integrating customer support and issue tracking
- Wrike
Good for versatile project management across various industries
- Airtable
Good for creative project management with database capabilities
- Quickbase
Good for businesses requiring customizable workflow solutions
- Smartsheet
Good for spreadsheet aficionados needing enhanced project management features
- monday.com
Good for visually-oriented project management and team collaboration
- Backlog
Good for software developers needing code and issue tracking
- HappyFox
Good for comprehensive customer support and ticketing
- YouTrack
Good for agile project management and issue tracking
- ClickUp
Good for teams seeking an all-in-one productivity platform
- DoneDone
Good for issue tracking and release management
- Pivotal Tracker
Good for software development teams using Agile methodologies
Other Issue Tracking Software Reviews
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: Collaboration tools within issue tracking systems streamline communication and teamwork. These features enable seamless integration with popular messaging platforms like Slack or Microsoft Teams, allowing team members to stay connected and discuss issues in real time. Users can comment on issues, assign tasks, and share files directly within the system, making it easy for teams across departments to collaborate effectively. With features like @mentions, notifications, and activity tracking, everyone stays informed about the progress of tasks and resolutions. Additionally, the ability to assign responsibility to individual team members ensures clear accountability, helping maintain momentum and preventing issues from falling through the cracks.
- Reporting and Analytics: They help you track performance, identify bottlenecks, and optimize your processes. Most issue tracking tools come equipped with customizable dashboards that allow you to view metrics such as response times, resolution rates, and team workload in real-time. This level of visibility is crucial for keeping stakeholders informed and ensuring that resources are allocated effectively. Additionally, many platforms offer export options that allow you to pull data into other reporting tools or formats, making it easier to share insights with different departments or leadership teams. These reports can be customized to focus on specific areas, such as tracking the number of bugs found during a release cycle or analyzing customer feedback trends. With these capabilities, issue tracking systems not only streamline your workflow but also provide the data you need to continually improve your processes and product quality.
- 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.
Comparison With Other Tracking Systems
Issue tracking software is often compared to other systems like bug tracking and ticket tracking, but each serves a slightly different purpose. While bug tracking tools are specialized for identifying, documenting, and managing software bugs, issue tracking software offers a broader scope. It not only tracks bugs but also manages customer feedback, feature requests, and project tasks across different departments. This makes issue tracking systems versatile, allowing teams to address technical and non-technical issues within a single platform.
Ticket tracking systems, on the other hand, are typically used in support environments for managing customer service requests. They are designed to handle high volumes of inquiries and ensure timely responses, but they may lack the deeper functionality required for managing complex software issues or cross-departmental projects.
In short, issue tracking software stands out for its ability to handle a wide variety of tasks—bug reports, feedback, project milestones—making it a more comprehensive tool for teams that need a multi-functional solution. While bug tracking and ticket systems are great for their specific use cases, issue tracking software offers a more holistic approach to managing challenges across your organization.
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.
Summary
Choosing the best issue-tracking software for your needs requires careful consideration of multiple factors. Each software solution has 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:
- 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.
- 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.
- 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.
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