How to Compare Issue Tracking Software
Issue tracking software keeps track of customer service issues and is one type of customer relationship management (CRM). Problem "tickets" are created and tracked through developments on the issue as employees of various skills work to resolve it. Reporting capability enables management to view ticket status and metrics about resolved issues.
The price and capability of such software can vary widely and implementation details may be significant. Proceeding with due diligence will determine the success of realizing such a system to provide the best solution for the required tasks.
A requirements matrix is often useful to compare business needs with software by various vendors that are under consideration. Free software may be available, but often needs company internal resources to customize it.
Other People Are Reading
Instructions
-
-
1
Make a feature grid in which you will compare requirements under consideration for your project in the rows and software to consider in the columns.
-
2
Label the first column "Requirements."
-
-
3
Determine the functional capabilities required by the software. Will staff log in to a system and create tickets? What client information is required? How are issues prioritized? What kind of reporting will be of use to management? List features and price limits in the first column, starting with the second row.
-
4
Determine and list the non-functional capabilities required by the software like price, security or performance requirements. Will credit card information have to be secured? Continue to list these in the first column.
-
5
Determine and list the operational requirements. What networking and integration issues need addressing? Who will support the system and what vendor support is required? Add these to the first column.
-
6
Label the second column of the matrix "Priority."
-
7
Following the column down, rate each requirement as "Must have" or "Nice to have" in priority.
-
8
Research and list software vendors and their software packages or offers. List each offer being considered in the columns of the grid, starting with the third column and moving right.
-
9
For each software offer listed in the columns, go down the columns and fill in a check if the requirement listed on each row is fulfilled by the software offer.
-
10
Review your matrix. You may need to red-line some of the requirements with "Nice to have" priority.
-
11
Select the software that is most suitable to your needs.
-
1
References
Resources
- Photo Credit rodas dentadas_03 image by Pedro Nogueira from Fotolia.com
