What is an issue tracking system?
An issue tracking system is a digital platform that helps companies and organizations manage inquiries and tasks. The issue tracking system collects questions in one place, ensures that no inquiries are lost, and simplifies processes. Today, there are issue tracking systems with AI that optimize processes, making the systems even more effective.
With an issue tracking system, you can take your issue management to new levels and thereby increase customer satisfaction. The ITS system becomes a central place for all inquiries and issues, regardless of the channel, and you get the opportunity to provide customers with service from the right employees at the right time.
How do I find the best issue tracking system?
Great that you are interested in using an issue tracking system. Like many other systems, the market offers several options, and you need to find out which one suits you best. We at BusinessWith always suggest starting from within to find the right system. What organization do you work in, what employees do you have, and what industry are you in? What does the budget look like? There are many types of systems, with different levels of user-friendliness and support, and it is important that you base your decision on yourselves and what you need.
Other relevant questions are whether you are a large organization or a small one and if you want the ITS system to integrate with other systems. An important question is whether customers should be able to log in and follow their own issues; if so, you obviously need to choose a system with that function. Feel free to look into the future: What does your future look like? It is always wise to think about scalability if you see yourselves as a growing company.
It may be good to know that issue tracking systems are sometimes referred to as issue systems or issue management programs. They are also sometimes mixed up and somewhat carelessly confused with CRM systems, but they are not quite the same thing. A CRM system is broader and used differently. They have a much clearer customer focus than the issue tracking system, which focuses specifically on issues and tasks.
Quick Guide
Related categories to Case Management Software
Case Management SoftwareCall Center SoftwareComplaint Management SoftwareCPaaS PlatformsCustomer Service SoftwareHelp Desk SoftwareProperty Management SoftwareList of 68 different Case Management Software
Sales, marketing or support? With Lime CRM, you'll have everything in one place and have full control of the customer journey. Customise the system to your needs and work smarter every day. A powerful CRM to grow with - developed over 30 years with our customers - Build strong customer relationships. We show you how.
Addsystems offers a web platform for management systems that is fun, safe and efficient for the user to work in. This makes it easier to involve the entire organisation in a system with ISO that really makes a difference. It is also possible to add standard solutions, but also to make customisations based on changing needs and wishes.
Automate and digitise your business! Sales, service, case management, marketing or support? With Sweet, you manage all parts of your business from the same platform to simplify your daily work. Sweet, right? Security is of utmost importance to Sweet Systems and our customers. We are proud to be ISO 27001 certified. Our industry specialised solutions provide unlimited possibilities. We have honed o...
Centuri ensures information retrieval, streamlines information processes and minimises unnecessary work. We ensure that the platform meets the requirements set by the outside world, for example when reviewing certifications and accreditations. Centuri is as easy and quick to install as it is to customise, modify and configure. With Centuri, you manage all important information in one place.
Keeping customers happy and delivering on promises is key to growing your business. With SuperOffice Service, you can give your support teams a panoramic view of your customers, reduce response times and streamline workflows. It helps your teams spend more time on what matters most; delivering service that exceeds expectations. SuperOffice is your Nordic CRM provider and growth platform with over ...
Is this the ultimate case management system? Yes, if you want a system that gives you 100% control over your cases and assets. With over 10 million active SaaS users worldwide, TOPdesk has proven to be the best case management system on the market. You get a professional installation and delivery that we agree on. Plus, our Swedish-speaking support and management team will do everything to make su...
The simplest system for customer service in Finland. Kundo brings all your digital channels together in one view, with AI to help you respond to messages and create different databases for both customers and your team.
Halo is a ground-breaking Service Desk that offers everything you need to manage your service needs - no matter the size of your organisation. Halo transforms your existing manual processes into automated workflows, augmented by industry-leading AI capabilities. The platform empowers you to deliver world-class service to both your customers and employees.
Transform your customer service and create the customer experience of the future with our innovative tool that connects all your media channels. For businesses striving to stay ahead of the curve, we offer a solution that not only organises, but revolutionises the way you meet and exceed customer expectations. Our elegant and powerful case management system unleashes the potential of your employee...
Microsoft Dynamics 365 Sales is a comprehensive CRM solution that integrates with the Microsoft 365 productivity suite. Dynamics 365 Sales improves customer relationship management by delivering detailed analytics, sales insights, and streamlined operations through familiar Microsoft applications. It offers real-time data access, AI-driven insights and customisation to improve sales performance an...
With SugarCRM, marketing, sales and customer service teams finally get a clear picture of each customer, helping business operations reach new levels of performance and forecasting. Sugar is the CRM platform that makes difficult things easier. Thousands of businesses in more than 120 countries use Sugar to achieve a high-resolution customer experience by empowering the platform to do the job. Suga...
We offer a versatile business system that engages its users with a simple yet powerful user interface. With Nilex, all employees are involved in the endeavour to deliver the best service to customers and users. With our case management system, you get a wide range of powerful features such as a form editor that allows you to tailor your case processes to the challenges you face. With Nilex, it's e...
Available as a cloud service and on-premises, ManageEngine Service Desk Plus is a helpdesk solution with ITIL support for all types of organisations, large and small with different feature needs. With advanced ITSM features combined with ease of use, Service Desk Plus helps support teams deliver world-class service with reduced costs. Swedish support and support from Inuit means you get the best o...
Freshdesk is a case management system designed for small and medium-sized businesses. The focus is on helpdesk and customer service. The case management system includes many different functionalities.
The RMT+ case management system is customised according to company needs and industries. With personalised home pages and clear notifications, cases never fall through the cracks.
🚀 Enterprise platform in Microsoft SharePoint with endless customisation options for managing projects, contracts, cases, QHSE and much more. ✉️ With Outlook integration, it's easy to archive emails and attachments directly on projects and contracts. 👍 Used by Per Aarsleff, Aarhus Harbour, Thise Dairy and Danske Fragtmænd, among others.
A comprehensive SaaS platform for property management that combines accounting, maintenance, sustainability, customer communication and integrations in a single system. Offers self-service portals, mobile apps and open APIs for maximum efficiency.
AIOS orchestrates configurable AI agent teams across sales, support and operations to boost revenue, reduce costs, and improve customer service.
Atabix offers a no-code Case System with integrations (SharePoint, APIs), forms, portal and claims inspection apps - all as SaaS to start, track and close cases.
Atlassian offers AI-powered project management and collaboration tools such as Jira, Confluence and Trello for seamless teamwork.
BMC provides AIOps, observability and automation tools (such as BMC AMI and Control-M) for detection, root-cause analysis and automated remediation in hybrid and mainframe environments.
CB System is an IT tool designed to help companies with their case management, as well as automate and streamline business processes within the property trade. System is a cloud-based solution that can be customised to each company's specific needs and work processes, allowing you to create a holistic view of your cases through modules such as project management, financial management, CRM function...
A web-based case management system where you can manage cases directly on your mobile phone or easily extract reports. Used by many large companies and is configurable to meet different needs.
CareFlow EPR is a cloud-native, mobile-enabled Electronic Patient Record with AI features (ambient capture, decision support) and integrated medicines management to improve clinical documentation, safety and interoperability.
CMAI is a case management solution on the Microsoft Power Platform that centralises cases, automates workflows, provides AI summaries and integrates with Teams, Outlook and SharePoint.
CClaw offers complete administration for the legal profession: file management, time recording and accounting, available as an online (CClaw Online) and server-based solution.
With Claromentis, you give your organisation a feature-rich and user-friendly intranet where all the focus is on improving productivity, connecting staff and collaboration within the organisation. Their intranet is highly user-friendly and customisable and aims for your organisation to benefit from Claromentis' experience and together plan, act and implement future business goals and ideas.
ConSol CM enables efficient ticket management, SLA management, automation and a 360° overview of your service processes - as SaaS or on-premise, mobile and seamlessly integrated.
A cloud-based case management system that is flexibly structured to be used in different areas of use such as customer service, real estate, & heldesk. DH solutions handles over 900 000 cases/year.
Easit GO is a user-friendly case management tool for companies that want to automate their processes. The system offers efficient features such as dashboards, product registers and self-service portal.
Epona offers Epona365: a Microsoft 365-based DMS/Case Management platform with AI features, CoPilot integration and knowledge management for secure, compliant and efficient legal work.
FlowForma Process Automation unites forms, workflow, AI, analytics and document generation into one platform to quickly automate processes with no code needed.
With this online IT tool, you get a platform that makes it easy for your organisation to handle electronic document and record management and general case management. The tool offers a number of features that help you through the case management process, such as document management, case management, with a special focus on security and compliance with GDPR legislation. With the many different modu...
HelpSpace offers a centralised ticket system, knowledge database, self-service portal and extensive integrations for seamless communication and efficient support workflows.
Platform for standardising marketing, sales and service with AI functions for business growth.
A content and case platform that unites content management, process automation and links to business applications to optimise workflows, support and services.
A secure SaaS legal case management system that centralises matters, automates workflows, manages documents and time, and offers real-time reporting and public‑sector compliance.
The inbox provides an easy overview of case managers. Offers smart features that make it possible to work within the same case management and easily communicate with each other.
Intercom Helpdesk is a modern, AI-supported service platform with a shared inbox, ticket system and real-time translation that increases efficiency and customer satisfaction.
An efficient tool for case management. With an attractive interface and many available functions, this tool can optimise both processes and communication.
Ivanti Neurons for ITSM delivers AI-driven ticketing, automation, self-service and CMDB functionality to streamline service delivery and increase productivity.
A case system that can be used for different types of cases such as deviation management, service assignments and helpdesk. Modern functions that can be customised to meet different needs.
KMD Case Insight provides a range of solutions and services for organisations, including data and analysis solutions. One of their products is KMD Case Insight, which is a case management and analysis tool designed primarily for public sector organisations, but can of course also be used by other companies that want to improve their case management and make better use of their data.
A cloud-based practice management system combining records, documents, time tracking, billing and client portals, with migration expertise and 24/7 ticket support.
Cloud-based legal case management software for law firms to automate tasks, manage cases, track time, produce invoices and handle legal aid billing.
A cloud-based, easy-to-use SaaS solution for timekeeping, billing, matter management, reporting and integrations with accounting and DMS; available via mobile apps and responsive web.
Logitail is a cloud-based purchasing system with customisable features that are easy to use to achieve good results in the purchasing process. The system helps the user to comply with contracts, time saving, cost calculations and compliance with high quality of the purchasing process. Integrate the solution with suppliers and give them access to view orders directly in their own systems to make th...
The company offers an advanced SIEM-based cybersecurity software that through its integrated DLP capabilities detects, prioritises, investigates and responds to various security threats. The system intelligently combines threat intelligence machine learning-based anomaly detection and rule-based attack detection techniques to detect sophisticated attacks, and offers an incident management console ...
SEWOBE offers a modular all-in-one cloud software for the efficient management of members, contributions, events, accounting and workflows - including hybrid modules and APIs.
Oracle offers a comprehensive suite of cloud-based business applications with end-to-end processes, unified data and embedded AI to increase agility, reduce costs and drive innovation.
With this IT tool, you get a cloud-based solution for HR and financial management that allows companies to automate a wide range of case management tasks in your organisation with a focus on financial case management. This software ensures that your organisation has a 360° overview of your customers and their needs. Pensure focuses on providing a secure and reliable solution that is GDPR safe and ...
PracticeEvolve provides end-to-end case/matter management, document and email handling, automated workflows, time recording and legal accounts in a single SaaS platform tailored for mid-to-large law firms.
Case, document and archive management. An intelligent platform for document management and digitisation in the public sector. Leverage the built-in intelligence of our solutions to support your organisation's core processes.
SaaS.de offers a web-based system for the efficient management of tickets, SLA control, escalations and comprehensive reporting functions - secure and GDPR-compliant.
A customer service system that automates the handling of customer cases. Suitable for both small and large companies and offers features such as chatbot, omnichannel and dashboards.
A cloud AI and workflow platform that automates processes, powers AI agents, unifies data and improves customer and employee experiences across the enterprise.
SiteSage is an AI-powered search engine where employees can ask questions in plain language and get precise answers, with semantic understanding.
A unified Marketing Cloud that centralises data, automates personalised campaigns across channels, and connects customer interactions for smarter decisions and better results.
End-to-end encrypted collaboration with tasks, documents and projects for secure teams.
A next-generation, cloud-based estate agency CRM and software to manage contacts, listings, workflows and AI-driven automation.
It delivers end-to-end agency management—project planning, resource scheduling, financial tracking and reporting—in one unified cloud platform.
TecArt CRM is a cloud-based all-in-one software for customer relationship management and issue tracking. Functions such as helpdesk, self-service portal and SLA management ensure efficient support workflows and satisfied customers.
VisionFlow is a case management system developed to streamline workflows within organisations. The system is user-friendly and contains many powerful tools and functions within case management.
At Visma case, you will find an IT tool that can help your company manage and optimise your case management processes. Through the case management module, you can set deadlines and delegate tasks, thereby streamlining much of your communication. Furthermore, the programme also helps automate tasks such as customer emails. Visma Case is designed to be user-friendly and intuitive, and the platform c...
Cloud-based IDP solutions for collecting, recognising, matching and processing incoming documents such as invoices, packing slips and claims.
A cloud platform with around 25 integrated applications for case-oriented working, data integration and citizen services, including support portal and self-service for notifications and incident management.
Zendesk is one of the world's largest helpdesk systems and offers a complete customer service system for companies of all sizes. With features such as ready-made response templates, real-time chat function and self-help portal.
Znuny offers comprehensive ticket and incident management, automation, SLA monitoring, self-service portal and API interfaces. The software is available as SaaS or on-premise and supports multilingual user interfaces and flexible pricing models.
Compare Issue Tracking Systems
With the right issue tracking system, your efficiency and productivity will increase. Once you know what you and your organization require and what you need, it’s time to start comparing issue tracking systems. Like many other systems, ITS systems vary in size, from small simple systems that suit younger and smaller organizations to large complex issue tracking systems for larger organizations with more issues and processes.
The advanced systems offer the possibility of integration with other systems and provide features such as automated workflows, where the ITS system automatically assigns inquiries and issues to employees. With the larger systems, which often come with a higher price tag, manual work decreases. Additionally, analysis and reporting are often offered, which, when used correctly, benefits your company or organization.
When comparing issue tracking systems, you need to consider the bigger picture, such as the possibility of saving money in other parts of the organization with a system that costs more in ongoing subscription fees. To make that decision, you need to have both your needs and the system's advantages as a foundation.
Feel free to compare issue tracking systems using the guide here at BusinessWith. Keep in mind that many issue tracking systems can be tested for free before you make a decision.
Why should I choose an issue tracking system? What are the benefits of issue tracking systems?
Great that you want to improve support and issue management with the help of an issue tracking system. They have many advantages, and ultimately they often contribute to improved relationships with customers and reduced personnel costs. ITS systems often make processes more efficient, allowing customers to receive better responses faster. This is usually highly appreciated.
Today, many issue tracking systems use AI, artificial intelligence, to optimize processes. And even there, AI has changed and improved the situation. As mentioned, ITS systems can sort issues correctly. Additionally, they can learn to prioritize inquiries based on previous decisions made and even suggest improvements that enhance and streamline issue management.
It is a significant advantage to choose the right issue tracking system from the start, as onboarding for staff only needs to happen once. The more often you change systems, the greater the cost. To save staff resources, it is essential to get it right immediately.
Price: What does an issue tracking system cost?
It is difficult to answer what an issue tracking system costs without knowing the size of the system and other requirement levels. The business models vary for ITS systems, depending on what is included in each system. Are you looking for a simple customer service solution or a system that effectively helps you improve your operations?
Common to all providers is that they try to meet the needs of modern and flexible organizations. Often, there are several pricing solutions depending on what features you need and how many in the workforce need access to the issue tracking system.
Before you make a decision, carefully review the different systems. Preferably, do not pay for a service you do not need, but at the same time, do not put yourself in a situation where you need to change systems when needs increase for you as a company or organization.
How do I purchase an issue tracking system?
Congratulations to those of you who have chosen to invest in an issue tracking system. As mentioned, we recommend starting from within with an internal needs analysis, where you should not forget about user-friendliness and support. Depending on how technically savvy your staff is, these can be crucial factors.
Once you have compared the specifications of the systems, conducted trial periods, participated in demos, and reviewed the offers, it’s time to invest in the system and enter into a subscription. We at BusinessWith wish you good luck and encourage you to seek help from the provider behind the system. They can help you utilize all features fully and maximize the improved experience for customers. Feel free to contact us with any questions!
Issue Tracking Systems for Different Industries
Depending on the industry you work in, the need for issue tracking systems or document management can look very different. Some industries or companies may have a significant need for the system to act differently depending on the type of issue that comes in, or for the system to be responsive and work regardless of which device one is working from.
Many systems today can be customized based on specific needs and can advantageously be connected to other CRM systems, financial systems, or various types of business systems. There are systems that can work offline, for those who do not always have good coverage and need access anytime and anywhere. The possibilities are endless.
In the real estate industry, for example, a system is often needed that can manage everything from rent invoices and error reports to handling documents and important contracts. Here, there may be a need for a system that can send out notifications about the issue and a system that alerts when a deadline is exceeded. It also needs to be connected to the financial system so that invoicing can occur. It is crucial for the real estate company that the system truly meets the existing requirements. Managing all documents is far too time-consuming, and a digital system provides better service, quality, and makes follow-up much easier. Additionally, it saves money and reduces dependency on personnel, as processes manage themselves when nothing falls through the cracks. A better business benefit, simply put.
Description of case management functions
360 view (oneview in real time)
Case & response templates
Chat support
Customer service management & support
Customize & model reports
Delegation & feedback of sub-cases
Deviation management
Digital forms & self-service
Helpdesk case management
Integration with ERP/ CRM
Inventory
Knowledge database
Mobile-friendly interface
Self-service portal
Service management
SLA & Escalation
Statistics & follow-up module
Triggers
Webhooks & API
