Issue tracking system is the process of generating the list of issues as needed by the company. Issue tracking system is commonly used in the call center to update the customer issue reported by them or any employee. Issue tracking plays a vital role in the customer feedback and resolving their concern on time with all legal updations regarding the same in the report. Example like XYZ company is making antivirus software and that is installed on a customer computer, but the customer still gets the virus then he/she will give the call back to that antivirus company that virus is still coming to his/her computer after installing the antivirus. Then the agent from the company ends will ask few open-ended questions than agent will check the computer and then he will open a ticket with reference number in the customer name and he will mention all faults and errors running on his/her computer, in that ticket and at the same time he will inform the customer that we will get back to you after the work done on his/her computer. And then he will pass the ticket to the concerned department with all the details regarding errors in that this is called issue tracking system by which we can record all issues raised by the customer and pass it to the concerned department or the same person can solve and then close the ticket. In simple words you can say that issue raised by the customer or employee should be reported in the open ticket and ticket should be close when the issue is resolved. And for that kind of report record, the application is called issue tracking system. By Issue tracking application in a call center the employee has a great help because when the customer call in they have a small summary of customer details on the screen with all the previous notes and issue raised by the customer that helps the call center agent to understand the customer better and can make the customer happy by resolving issues and that will be more beneficial for the company because one happy customer leads to another customer.
WORKFLOW OF ISSUE TRACKING SYSTEM
Open Ticket--------------Work in progress-----------Resolved------------Close The Ticket
Goals of issue tracking
Each goal can be taken down differently according to the project requirement and its flow of work
Capturing: In issue tracking system agent should know that what type of the issue is customer raising and where to record that issue in the application so that it reaches to the right department.issue tracking has its own temples agent just have to select the right category when recording any issue so that it reaches to the right department for its resolution.
Recording: Employee must know that where to record the issue so that it reaches to right issue resolving person.And issue resolving employee should record each bug that he captured and how customers can prevent that in future.
Accountability: By issue tracking system employee can have each record of the ticket that who has open the ticket, what is the issue recorded who is working on it and when it will be done. It helps the developer to focus on the main error or bug recorded by the customer end so that they can be focused more on it. It reduces miss communication gap.
Prioritization: issue tracking system helps the employee to check the things which need more attention, what can be done next it helps the employee to plan their own chart to finish the task accordingly.
Resolving: By issue tracking system, it helps the employee to record that how he/she has resolved the issue with all solution methods. So that it can further process for the closing state.
Reviewing: It helps the employee to check whether the issue is properly resolved or not with the same expectation that customers want.
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