An issue tracking system comprises of a knowledge base that contains information regarding customers, resolutions to common issues and other data. The system is quite similar to a bug tracker. More often than not, software companies sell both, an issue tracking system and a bug tracker. In market, there are some trackers that serve the dual purpose of issue tracking system and bug-tracker. A good software team diligently uses a bug tracking system and/or an issue tracking system.
In an issue tracking system, there runs a report regarding an issue, its status and other relevant information. This report is called a ticket. A ticket is created by a help desk or call center executive. The ticket is assigned a unique number, which is at times called as a case number or call log number. This number allows the executive quickly trace the issue, update or communicate its status with the customer.