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Help desk software has a point of contact for customers to send their queries and a ticketing system that tracks and organizes issues for faster resolution. It may also have a feature that aggregates and organizes queries and answers into a knowledge base, such as FAQs or guide articles.
An issue tracking system (also ITS, trouble ticket system, support ticket, request management or incident ticket system) is a computer software package that manages and maintains lists of issues.
Comparison of issue-tracking systems. Notable issue tracking systems, including bug tracking systems, help desk and service desk issue tracking systems, as well as asset management systems, include the following. The comparison includes client-server application, distributed and hosted systems.
Jira implements the Networked Help Desk API for sharing customer support tickets with other issue tracking systems. License. Jira is a commercial software product that can be licensed for running on-premises or available as a hosted application.
The system's functionalities help IT Administrators to create a database of technical resources, as well as a management and history of maintenances actions. Users can declare incidents or requests (based on asset or not) thanks to the Helpdesk feature.
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Supportworks is an issue tracking system designed for use in help desk and information technology (IT) environments. Two branches of the software are developed concurrently, Supportworks ITSM, a certified ITIL compatible IT service management (ITSM) solution, and Supportworks Helpdesk Professional.
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This article is a comparison of notable issue tracking systems used primarily for help desks and service desks rather than for bug tracking or project management.
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