Issue Tracking System

What is an Issue Tracking System (ITS) and how does it work?


Ralph Bockisch
Ralph Bockisch

A countless number of customer inquiries flutter into the company's customer service departments every day. It is not easy to maintain an overview, treat everyone equally and, moreover, address the queries adequately. But not only is the processing of customer inquiries important. In the best case, the content and solution of the request are saved in the customer file so that both parties have the current state of knowledge at the next contact. You can read exactly how this works in the following article.


Definition: What is an Issue Tracking System (ITS)?

An Issue Tracking System (ITS) is software within a company with which incoming customer inquiries are collected, clustered and forwarded to the correct function point. "Customer inquiries" also stands for internal inquiries, since the inquirers are viewed as customers. Even inquiries or, better still, messages from systems, machines, plants and devices can be included here. These customer inquiries are then processed in the respective function point. The issue tracking system has many names, for example it is also called a help desk system, support ticketing system and request tracking system.

The aim of issue tracking is to ensure that no customer inquiries are lost and that all are processed in such a way that the customer receives a prompt response. It does not matter by which channel the request arrives at the company - mail, chat, fax, letter or the like. High-quality and modern ITSs also have an interface to Customer Relationship Management (CRM) in order to maintain customer contact there. In this way, the next contact is made directly to the latest information.

How does an issue tracking system work?

In most cases, an issue tracking system works via a ticket system. The customer request comes to the company in different ways, is converted into a ticket, divided into an urgency level and then forwarded to the responsible function / specialist department, where it is then processed. The function of the ITS only ends when the customer's request has been fully answered.

In addition to recording and distributing inquiries, issue tracking systems also fulfill the following functions:

  • Monitoring of the processing time and quality
  • Analyzes and reporting on the number of tickets
  • Compliance with service promises
  • Gathering questions and answers for FAQs
  • And many more

An ITS is therefore a useful and, above all, work-saving tool in customer service. If a company now decides to implement such an ITS - what does it have to pay attention to?

Choosing an issue tracking system

As with all planned software or system implementations, it is important that those responsible in the company think about the following questions before introducing an issue tracking system:

  • What technical requirements do we have in the company and how can these be combined with new software?
  • Which interfaces are necessary or desired?
  • What time, employee and budget resources can we provide?
  • What exactly are the problems that an ITS is supposed to solve and what are the requirements for the system?

The necessary requirements can include compatibility with different communication channels, quick and uncomplicated installation, an offered test version and connection to the company's own CRM.

There are many providers of issue tracking systems. Choosing the right one for your own company is therefore not easy and the abundance of different functions is often confusing. It is therefore helpful if trained service staff are at your side with advice and action and provide non-binding help.

Issue tracking and EcholoN

With its ticket solution, EcholoN offers a tool that is suitable for recording and managing inquiries, fault reports and so-called issues. It enables the structured and uncomplicated processing of inquiries by bundling and assigning the tickets for the respective functional points or departments. Service resources are used perfectly and time is saved.

Each process is documented and assigned to the respective customer. In this way, the next time you talk to this customer, it is possible to know the current status and to be able to follow up directly there. It does not matter through which channel the customer inquiry reaches the company: the telephone system as well as chat systems and mail accounts can be integrated into EcholoN's ticket system. The coupling of systems, machines and plants etc. takes place via the data workflow system.

With so many Issue Tracking System providers on the market, you will be unsure which solution is right for you. The EcholoN staff are your friendly contact when it comes to non-binding assistance on this topic. Just give us a call and let us advise you - we look forward to your inquiry.