What is issue tracker?
Definition: An issue tracker is a tool used by customer support and software development teams to track, prioritize, and resolve bugs, issues, and problems reported by users.
They allow for a centralized and organized record of issues, enhanced communication, increased transparency, and streamlined problem-solving processes.
Key features of an issue tracker are ticket creation, assignment, and prioritization, but also stratus tracking, team collaboration, and analytics.
Example issue tracking scenario
- The user submits the issue via the company's support portal.
- A company receives a bug report from a user.
- The issue tracker creates a ticket and assigns it to a support agent.
- The agent prioritizes the ticket and collaborates with the development team to diagnose the problem.
- Once resolved, the agent updates the ticket status, informs the user, and closes the ticket.
- The company uses issue tracker analytics to identify trends and improve the software.