How many times have you used software and made this statement, “the technology is so advanced, but nothing works!”
Well, technology is wonderful, but there’s no such thing as full-proof design, no matter how amazing the service, hardware, or software design is. Sooner or later, something will go wrong. And (as is usually the case) it will most likely happen after your testing phase, when customers are using it. You’ll be made aware of new problems by people in the real world – people who can’t diagnose the problem or fix it without some assistance
When this happens, you not only need good support software, you need competent bug and issue tracking software as well. This is important because If you don’t keep recognize bugs and tabs on a recurring problems, how the heck can you eliminate them in future versions?
Tech problems used to be handled by tools such as spreadsheets, databases or third party reporting systems. Thanks to the wonderful world of SaaS, specific tasks and functions can now be handled with specialized software. This includes exemplary tracking of issues and bugs.
Let me show you some great examples of bug and issue tracking software providers:
#1 – TeamSupport
TeamSupport ,a leader in customer support software has recently integrated with Jira, the issue and bug-tracking software to create a powerful solution. TeamSupport shows what SaaS can really accomplish; it is a collaborative system, allowing a team, as well as customer portals, to synchronize. It also enables live help and third party systems like remote live desktop to run at the same time.
But, does Teamwork excel at issue and bug tracking? Of course, but it also has email-to-ticket conversion, a competent API, CRM integrations (with giants such as Salesforce), forums, screen recordings, social collaboration tools, reminders, custom templates and SLA management. So, not only does it track and log issues, but it provides some magnificent support along the way. Self service is a big thing nowadays, and Teamwork has that covered.
#2 – FreshDesk
Another software with a focus on tracking and reporting, as well as self-service integration, is Freshdesk. They are newcomers to the support industry, but with all their offerings you’d think they have been around for a while.
Among FreshDesk’s features (similar to the previous providers), are email to ticket conversions, self service portals, multi-channel support (social network ready), satisfaction surveys, leaderboards and integration with services such as Google.
#3 – Deskero
Along with bug tracking and self-service – being a standard feature in modern support, social support is the new player in town. Deskero is a “social-aware software” that handles customer service with a “few clicks and a lot of personality.”
Deskero was designed with efficiency in mind- offering conversion of social interactions into bug tracking reports and tickets. It also offers a simplified workflow visualizer, multi-channel support, one click reply to tickets, immediate conversion of chat sessions to tickets, email importing and advanced ticket configuration.
Bug and issue tracking software has now become a critical component to many major companies, especially regarding the area of support. The technology has improved greatly from the ‘house calls’ of the past; and in the future, I hope we’ll see the bar pushed even higher.