Table of Contents
- What is issue-tracking?
- What is issue-tracking software?
- Why are issue-tracking tools so important?
- Better quality of product
- Superior customer service
- More efficient workflows
- Criteria to consider when choosing issue-tracking software
- Ease of use
- Integration
- Value for money
- Best issue-tracking software for improving customer service and bug resolution
- 1: Bugpilot: Best for automated bug detection & fast bug resolution
- Key features
- Pricing
- Pros and cons
- 2: Zoho BugTracker: Best for budget-friendly bug tracking
- Key features
- Pricing
- Pros and cons
- 3: Jira Software: Best for user-friendly project management
- Key features
- Pricing
- Pros and cons
- 4: GitHub Issues: Best for flexible issue tracking
- Key features
- Pricing
- Pros and cons
- 5: Usersnap: Best for visual bug reporting and collecting customer feedback
- Key features
- Pricing
- Pros and cons
- Conclusion
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When managing a SaaS platform, you’re bound to encounter bugs at some point. Users may encounter faulty buttons or error pages, so it’s important to keep an eye on your software’s performance.
However, manually hunting for bugs can get tiresome quickly, which is why issue-tracking software like Bugpilot exists. We automate parts of the bug resolution process so you can focus on developing new features.
Before we get into the different tools available, let’s discuss issue tracking a bit further.
What is issue-tracking?
Issue tracking involves detecting and managing software bugs. This refers to anything that causes the software not to function as intended, such as a broken link or login error. 96% of users do not report bugs, so it’s more efficient to discover them yourself.
What is issue-tracking software?
Issue tracking software refers to tools like Bugpilot, which help you identify and manage bugs. With Bugpilot, you can streamline your issue tracking through automation, such as AI-assisted troubleshooting and AI-generated bug reports.
Why are issue-tracking tools so important?
Better quality of product
Get comprehensive bug reports to understand software errors better and fix them to increase the quality of your product.
Superior customer service
These tools help you quickly identify and prioritize user-facing bugs to increase customer satisfaction and reduce complaints.
More efficient workflows
Issue tracking tools streamline and automate parts of your bug life cycle, allowing you to resolve bugs at a faster rate.
Criteria to consider when choosing issue-tracking software
Ease of use
Consider how easy the tool is to learn and use. Since multiple employees will have to pick up the tool, it should be quick to set up and master, even for complete beginners.
Integration
Issue-tracking tools work best when integrated with other platforms, such as your help desk. Make sure the tool supports third-party integrations with your other software.
Value for money
Your issue-tracking tool should be good value for money. Make sure it has all the features you need at a reasonable price (within your budget).
Best issue-tracking software for improving customer service and bug resolution
There’s a lot of issue-tracking software available, so we’ve put together this list of the best tools to save you the trouble of searching manually. We’ve included their key features and pricing to ensure you’re well-informed on each tool by the end of this article.
Here’s a quick look at the tools we’ll be discussing in this list:
- Bugpilot: Best for automated bug detection & fast bug resolution
- Zoho BugTracker: Best for budget-friendly bug tracking
- Jira Software: Best for user-friendly project management
- GitHub Issues: Best for flexible issue tracking
- Usersnap: Best for visual bug reporting and collecting customer feedback
1: Bugpilot: Best for automated bug detection & fast bug resolution
Bugpilot is a bug-reporting tool that automates the most costly parts of bug resolution. Automate your bug detection to discover hidden issues and receive AI-generated detailed bug reports straight to your help desk. We support a range of popular third-party integrations, including Jira, Trello, and Intercom.
Key features
Technical bug reports: Bugpilot automatically compiles screen recordings, failed network requests, frontend errors, and more into technical bug reports.
Bug reporting widget: Integrate our reporting widget into your software or chatbot to make it easier for customers to report issues.
Automatic bug detection: Bugpilot detects and notifies you about hidden bugs such as Javascript errors, UX issues, network errors, and more.
Live screen sharing & session replays: Replay recorded user sessions to see how they interact with your software or watch them live to give real-time feedback.
Pricing
Bugpilot offers 4 different pricing plans:
- Small ($14/month)
- Team ($49/month)
- Bundle ($119/month)
- Enterprise ($399+/month — custom pricing)
With the cheaper plans, team members are limited (3-10), but you get access to 100+ integrations and 10+ AI checks. If you upgrade your plan to Bundle or Enterprise, you get unlimited team members, 5+ workspaces, and 5000+ bug reports.
Pros and cons
Pros:
- Cheap pricing available
- 14-day free trial
- Many features are available on every plan
- Auto-generated technical bug reports
- Help desk integration
- Over 100 integrations supported
- AI-assisted troubleshooting
- Automatic bug detection
- Screen replays
- Live user sessions
- Collaboration
- Custom integrations
- Scalable plan
- Bug reporting widget
Cons:
- Limited bug reports
- No free plan
- Unlimited workspaces only on the Enterprise plan
2: Zoho BugTracker: Best for budget-friendly bug tracking
Zoho BugTracker is an affordable bug-tracking tool with prices as low as $3/user/month. You can easily manage your issues with custom workflows, automation, and an intuitive bugs dashboard.
Key features
Automate your bugs: Trigger updates with pre-set rules and get notified whenever bugs are created or updated via email.
Detailed bug logs: Add all relevant details to your bug descriptions, including severity and classification. You can even attach files and assign bugs to specific team members.
Bugs Dashboard: View insights about your progress via the bug dashboard, which includes status messages, activity streams, and milestones.
Pricing
Zoho BugTracker has a free plan available, along with 2 paid plans:
- Standard ($3/user/month)
- Premium ($8/user/month)
The free plan allows you to work on 2 projects, attach files up to 10 MB, and add issues via email. The paid plans, however, offer 10+ projects, up to 100 GB attachment files, and custom fields.
Pros and cons
Pros:
- Free plan
- Unlimited projects
- Time tracking
- Custom notifications
- SLA automation
- Custom roles and fields
- Personalized web domain
- 10-day free trial
- Cheap pricing
Cons:
- No scalable plan
- The free plan has very few features
- Limited team members for every plan except Premium
3: Jira Software: Best for user-friendly project management
Jira is a project management tool designed for agile teams. It allows you to easily manage and track your issues, so you can constantly monitor your progress. With a simple drag-and-drop interface, anyone can pick up the tool with ease.
Key features
Boards: Jira utilizes both Kanban and scrum boards to help visualize your tasks in a user-friendly interface. Break projects into smaller activities to make them easier to manage.
Roadmaps: Track your progress with roadmaps to give full visibility across your team.
Reports and insights: Gain insights into your workflow with reports on your cycle time, sprint progress, burndown, and more.
Pricing
Jira provides a free plan for up to 10 users, offering unlimited project boards, reporting, and 2 GB of storage. They also have 3 paid plans available:
- Standard ($7.75/user/month)
- Premium ($15.25/user/month)
- Enterprise (starts at $134,500/year for 801-1000 users)
With the paid plans, you get over 35,000 users, advanced roadmaps, and unlimited storage.
Pros and cons
Pros:
- Free plan
- Free trial
- Unlimited project boards on every plan
- Reporting and insights
- Roadmaps
- User roles and permissions
- Ease of use
- Streamlines project management
- Customizable workspace
- Intuitive drag-and-drop system
Cons:
- Limited users for every plan except Enterprise
- Enterprise only offers annual billing
- No bug detection features
4: GitHub Issues: Best for flexible issue tracking
GitHub Issues utilizes both project tables and boards so you can choose how to track your issues. Add details such as status and milestones to your tables or boards, and break up each issue into smaller, actionable tasks.
Key features
Project tables: Build detailed tables for each project, and switch between them using tabs. They also have a Kanban format available if you prefer using task boards.
Break issues into actionable tasks: Divide each issue into a series of actionable tasks using checklists.
Custom fields: Create custom fields for metadata such as statuses, priorities, and dates. Add them to your project tables so you can filter and sort your issues.
Pricing
GitHub offers a free plan, which gives you access to new issues and projects, automated security and version updates, and unlimited repositories. Aside from their free plan, they also have 2 paid plans:
- Team ($4/user/month)
- Enterprise ($21/user/month — custom pricing available)
Paid features include premium support, GitHub Codespaces, and advanced auditing.
Pros and cons
Pros:
- Free plan
- Free trial
- Scalable plan
- Flexible project management
- Can switch between projects easily
- Utilizes both tables and boards
- Breaks issues into smaller tasks
- Task checklists
- Custom fields
Cons:
- No individual pricing plan for Issues (you pay for GitHub as a whole)
- Advanced security add-on only available for Enterprise
- Discounts for annual billing only apply for the first 12 months
5: Usersnap: Best for visual bug reporting and collecting customer feedback
Usersnap is a customer feedback tool that allows you to collect and organize product insights via screen captures, request boards, and surveys. You can easily identify issues through visual bug reporting and filter them by details such as operating system or browser version.
Key features
Feedback button & menu: Give customers an easy way to report issues or suggest improvements with an intuitive feedback menu.
Visual bug reporting: Receive annotated screenshots and screen recordings from users to help you identify issues.
Dashboard: Assign, track, and reply to tickets all on one dashboard.
Pricing
Usersnap has four pricing options:
- Startup ($69/month)
- Company ($129/month)
- Premium ($249/month)
- Enterprise (custom)
As you upgrade your plan, you get unlimited members and projects, full API access, and mobile app surveys. Every plan comes with basic feedback tools such as screen capture and the feedback widget.
Pros and cons
Pros:
- Screen capture
- Annotated screenshots
- In-app surveys
- User acceptance testing
- Visual bug reporting
- Intuitive feedback widget
- 15-day free trial
- Free demo
- 5000+ integrations
- Scalable plan
Cons:
- No free plan
- Expensive prices
- Limited projects and members for every plan except Enterprise
Conclusion
Every piece of software encounters bugs at some point, so it’s important to find ways to resolve them efficiently. One way to streamline this process is with the help of issue-tracking software such as Bugpilot. We help automate the most costly parts of bug resolution so you can fix issues at a faster pace.
Sign up for free today to start automating your issue tracking.
