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.
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.
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.
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.