What are our data sources?
We use the data sources on the side for ranking solutions and awarding badges in issue tracking software category. Our data sources in issue tracking software category include;
Issue tracking software (also called bug tracking software when used in software support services) acts as a ticketing system to manage the technical issues about customer service, IT support, and development processes. It automatically allocates these issues to related divisions.
If you’d like to learn about the ecosystem consisting of Issue Tracking Software and others, feel free to check AIMultiple Customer Success / Customer Service.
AIMultiple is data driven. Evaluate 46 services based on
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For any of our scores, click the information icon to learn how it is
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We use the data sources on the side for ranking solutions and awarding badges in issue tracking software category. Our data sources in issue tracking software category include;
review websites
social media websites
search engine data for branded queries
According to the weighted combination of 7 data sources
ClickUp
Jira
Freshdesk
Freshservice
Zoho Desk
Taking into account the latest metrics outlined below, these are the current issue tracking software market leaders. Market leaders are not the overall leaders since market leadership doesn’t take into account growth rate.
Jira
ClickUp
Freshdesk
Zoho Desk
Freshservice
These are the number of queries on search engines which include the brand name of the solution. Compared to other Customer Success / Customer Service categories, Issue Tracking Software is more concentrated in terms of top 3 companies’ share of search queries. Top 3 companies receive 88%, 18% more than the average of search queries in this area.
35 employees work for a typical company in this solution category which is 14 more than the number of employees for a typical company in the average solution category.
In most cases, companies need at least 10 employees to serve other businesses with a proven tech product or service. 23 companies with >10 employees are offering issue tracking software. Top 3 products are developed by companies with a total of 9k employees. The largest company building issue tracking software is Zoho Corporation Pvt. Ltd. with more than 7,000 employees.
Taking into account the latest metrics outlined below, these are the fastest growing solutions:
ClickUp
Freshservice
Freshdesk
Jira
Zoho Desk
We have analyzed reviews published in the last months. These were published in 4 review platforms as well as vendor websites where the vendor had provided a testimonial from a client whom we could connect to a real person.
These solutions have the best combination of high ratings from reviews and number of reviews when we take into account all their recent reviews.
This data is collected from customer reviews for all Issue Tracking Software companies. The most positive word describing Issue Tracking Software is “Easy to use” that is used in 11% of the reviews. The most negative one is “Difficult” with which is used in 5.00% of all the Issue Tracking Software reviews.
According to customer reviews, most common company size for issue tracking software customers is 1-50 Employees. Customers with 1-50 Employees make up 44% of issue tracking software customers. For an average Customer Success / Customer Service solution, customers with 1-50 Employees make up 26% of total customers.
These scores are the average scores collected from customer reviews for all Issue Tracking Software. Issue Tracking Software is most positively evaluated in terms of "Overall" but falls behind in "Likelihood to Recommend".
This category was searched on average for 1k times per month on search engines in 2022. This number has decreased to 1k in 2023. If we compare with other customer success / customer service solutions, a typical solution was searched 769 times in 2022 and this decreased to 720 in 2023.