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Glossary

What is Issue Tracking System (ITS)?

An issue tracking system, which is often called as ITS, trouble ticket system, support ticket system, request management and incident ticket system, is a computer program/package which is used for managing and maintaining lists of issues, as required by an organization. This system is typically used by the provider of call center services to generate, update and resolve issues that have been reported either by customers or by the employees of the organization. When an issue is reported, a support ticket is generated. Ideally, a support ticket should contain information for the account/employee involved and also the issue that was encountered. The executive who receives a call from a customer would fill a form with the user’s information and a summary of the issue and place it into a column of pending slots.

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.

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