What is it?
An issue tracking system is an application that allows an organisation to record and follow the progress of every problem or “issue” that a user identifies until the problem is resolved. An issue can be anything from a simple customer question to a detailed technical report of an error or bug, can be tracked by priority, status, owner, or some other customised criteria.
Why do we use it?
We think our customers should be involved in the development of their product from the start and they should be given as much visibility as possible. Issue tracking systems not only help us to manage our projects, but also help us to achieve a great level of transparency in our development processes.
How can you benefit from using it?
As a product owner, you can benefit from using an issue tracking system by having real-time overview on the status of the project and by providing a better customer service with an online destination for 24/7 support.
Our experience with issue tracking tools
A systematic approach to issue tracking is a core part of our development process. Over the years we realised that there is no single solution that fits everyone. A complex issue tracking system for simple projects often proves to be a nuisance. For this reason, we always discuss the possibilities with our clients upfront, and try to pick a tool that works for both of us. Below are some of the tools that we have found useful while working on our projects.
- JIRA: Probably the most advanced tool that is much more than just an issue tracking system. We prefer JIRA for big projects, because it can be used by every member of your software team to plan, track, and release great software.
- Trello: Sometimes the complexity of JIRA outweighs its benefits. Some projects only need a simple task board and Trello excels in dealing with boards.
- Toggl: Some of our clients do not even like maintaining task boards. They just want to get a quick overview of the status of the development. Toggl is a simple time tracking tool that can be used to track projects with tasks, and can generate detailed status reports on the fly.
- Zendesk: We suggest using Zendesk if your product is customer-facing. It is a customer service system for dealing with inbound ticket requests from any channel. You can use it to build customer relationships that are more meaningful, personal, and productive.