Customer Service Software

The 10 Best Free Issue Tracking Software

By | 12 min read | Published ; Updated on

Issue tracking software helps resolve customer queries and issues in projects.

Issues are always a possibility with projects and products. You, as a business owner, need to know how to uncover and resolve these problems as fast as possible so that your workflow is not affected. Issue tracking removes the guesswork and allows your team to conduct a review process to quickly find and resolve an issue.

An issue tracking system is a software application that helps record and manage customer complaints, find bugs in your code, or identify issues within your projects. It helps users follow up with stakeholders until the problem is resolved. You can track issues by priority level or turnaround time.

For small businesses with a limited budget, issue tracking is crucial but might seem financially intimidating. That’s why we have listed the ten best free issue tracking solutions for better workflow management. These free issue tracking systems are listed alphabetically.

See the full list of free issue tracking software in Capterra’s software directory.
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Check the ratings, reviews, and pricing of ten best free issue tracking software.
1

Backlog: Records and tracks bugs in your code

Backlog is a project and code management system which helps in releasing any type of project. The software records and tracks bugs in your code by logging them as issues. Issues are located in a central hub where you can discuss, work on, and resolve bugs. You can see all the relevant information related to a specific area of code, and see who has made what changes.

The bug tracking tool gives you a bird’s-eye view of all the bugs in your workflow. Also, you can see bugs and fixes made in the past. You can add comments and files to your tasks to communicate and collaborate with other stakeholders of a project. The tool allows you to add vendors, clients, and freelancers to the projects as guests.

For an issue, you can attach one file up to 5 MB, but there is no limit on how many files you can add to a project. The tool itself offers 100 MB of storage space.

Backlog offers email and live chat support options. The tool also has a mobile app for Android and iOS users.

*Analysis accurate as of November 12, 2021
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Key Features:

  • Audit trail
  • Document management
  • Product roadmapping
  • Supports Scrum
  • Surveys and feedback
  • Remote support
Trial/Free Version:
Free Trial
Free Version
Cost to upgrade:

$35 per month

Device Compatibility:

Screenshot:

<p><span style="font-weight: 400;">Kanban-style boards in Backlog (</span><a href="https://www.capterra.com/p/162032/Backlog/"><span style="font-weight: 400;">Source</span></a><span style="font-weight: 400;">)</span></p>

Kanban-style boards in Backlog (Source)

2

Freshdesk: AI-powered ticketing to avoid repetitive tasks

Freshdesk allows you to convert email and social media questions or issues received from customers into tickets. The software uses artificial intelligence (AI) to categorize, prioritize, and route tickets to the right agents, and it gives the best possible solutions to customer service agents to address questions for faster resolution.

The ticketing tool also offers a knowledge base containing a collection of articles that customers can leverage to find answers to their own questions. Freshdesk enables you to analyze any trends in your tickets, such as which hour/day/week/month/quarter receives the most tickets and the amount of time it takes for them to be resolved.

You can also choose the data center location where you want all your information to be securely hosted, but it also offers Secure Sockets Layer (SSL) encryption to keep your data safe.

Freshdesk is a collaborative tool that allows agents to loop in teammates to increase the team’s efficiency. Teams can also split tasks to solve complex issues which requires involvement from multiple departments.

You can leverage Freshdesk mobile apps to help your customers on the go. The issue tracking tool also offers 24/7 email support.

*Analysis accurate as of November 12, 2021
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Key Features:

  • Call center management
  • Customizable branding
  • Forms management
  • Recurring issues
  • Workflow management
Trial/Free Version:
Free Trial
Free Version
Cost to upgrade:

$13.42 per user, per month

Device Compatibility:

Screenshot:

<p><span style="font-weight: 400;">Omnichannel ticket list in Freshdesk (</span><a href="https://www.capterra.com/p/124981/Freshdesk/"><span style="font-weight: 400;">Source</span></a><span style="font-weight: 400;">)</span></p>

Omnichannel ticket list in Freshdesk (Source)

3

Jira: Track issues with Scrum and Kanban boards

Jira is a project management tool that helps plan software development, track issues, release software, and report via visual data to improve team performance. You can visualize your team’s work on a customizable board using Agile frameworks, such as Scrum and Kanban, to know the planned work and what’s in progress.

The software allows 10 users in the free version. You can automate one project by setting up automation rules to avoid repetitive tasks. The tracking system offers a dedicated space to keep track of tasks to do in the future.

The tool provides Agile reporting wherein you can create real-time reports with actionable insights to know about your team’s performance. In the free version, you receive 2 GB of file storage.

The tracking system provides community support, and a mobile application for iOS and Android users to get work done from anywhere.

*Analysis accurate as of November 12, 2021
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Key Features:

  • Assignment management
  • Audit trail
  • Iteration management
  • Kanban board
  • Knowledge base management
  • Spend management
Trial/Free Version:
Free Trial
Free Version
Cost to upgrade:

$7.50 per user, per month

Device Compatibility:

Screenshot:

<p><span style="font-weight: 400;">A roadmap in Jira (</span><a href="https://www.capterra.com/p/19319/JIRA/"><span style="font-weight: 400;">Source</span></a><span style="font-weight: 400;">)</span></p>
4

JIRA Service Management: High-velocity service management solution

JIRA Service Management, with a user limit of three, is an IT service management (ITSM) system. With features such as request, incident, problem, change, asset, configuration, and knowledge management, you can manage work across teams using one platform.

The tracking system allows requests from email, chat, service desks, and other channels. You can create unlimited alerts to notify your team to respond to issues. JIRA Service Management also allows you to filter alerts across all tools to quickly resolve high-priority issues.

For issue resolution and to avoid repetition, the tool conducts a post-mortem report. The report helps you to understand the root cause of an issue, document the incident for future reference, and discover patterns. It enacts effective preventative action to reduce the likelihood of recurrence.

The project management software offers a self-help forum where you can ask questions, get access to knowledge base articles, discuss topics, and watch videos. You can provide great service from anywhere using the mobile app available for iOS and Android devices.

*Analysis accurate as of November 12, 2021
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Key Features:

  • Availability management
  • Capacity management
  • Collaboration tools
  • Compliance management
  • Document storage
  • Email management
Trial/Free Version:
Free Trial
Free Version
Cost to upgrade:

$20 per user, per month

Device Compatibility:

Screenshot:

<p><span style="font-weight: 400;">Self-Service Portal in JIRA Service Management (</span><a href="https://www.capterra.com/p/138769/Jira-Service-Management/"><span style="font-weight: 400;">Source</span></a><span style="font-weight: 400;">)</span></p>

Self-Service Portal in JIRA Service Management (Source)

5

LiveAgent: Prioritize tickets according to Service Level Agreements (SLAs)

LiveAgent is a communication management tool that helps streamline all communication channels. With LiveAgent, you can create a customer portal that includes a knowledge base, forum, and FAQs so that customers can find answers to their questions, and discuss their issues as well.

You can create a contact form using the software and receive Slack notifications when a ticket is raised. The tracking system offers live chat and email ticketing options.

To manage communication, you can merge and split tickets, as well as store them (and past conversations) for up to seven days. Team members can write internal notes for a ticket to share important information and assign tasks. You can select multiple tickets that have a similar resolution and perform mass actions such as transfer, resolve, and delete tickets to save time.

The issue tracking software enables you to automatically send out ticket satisfaction survey emails after each interaction so that customers can give their feedback on their experience with your customer support.

LiveAgent offers 24/7 live chat, email, phone, and social media support. You can also contact them through their customer portal. The vendor offers multilingual support. The help desk tool has a mobile app for iOS and Android users.

*Analysis accurate as of November 12, 2021
Best Functionality
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Key Features:

  • Activity tracking
  • Agent interface
  • File sharing
  • Forms management
  • Reporting/Analytics
  • Routing
Trial/Free Version:
Free Trial
Free Version
Cost to upgrade:

$15 per user, per month

Device Compatibility:

Screenshot:

<p><span style="font-weight: 400;">Inside of “Tickets” in LiveAgent (</span><a href="https://gdm-catalog-fmapi-prod.imgix.net/ProductScreenshot/61beefdd-506d-4672-a987-c24df9fa6604.png?auto=format"><span style="font-weight: 400;">Source</span></a><span style="font-weight: 400;">)</span></p>

Inside of “Tickets” in LiveAgent (Source)

6

Spiceworks: Get access to millions of IT pros

Spiceworks is a completely free plan with no limits on tickets, devices, agents, users, and technicians. The cloud help desk of the software helps create alerts, custom tickets, and ticket rules. You can also start remote support sessions right from your help desk tickets.

The tracking system lists all of your devices’ details in one place so that you can troubleshoot user issues, review potential problems, and prepare for an audit of your devices.

Spiceworks offers a connectivity dashboard that notifies you of real-time connectivity between your remote sites and IT infrastructure. You can monitor end users and analyze which applications are running slow, inaccessible, or have had their systems go down.

With all plans, premium support is available. You can contact technical support, or choose community support where millions of IT pros and vendors are available. There is also email support for general inquiries.

iOS and Android users can use the mobile app to access Spiceworks on the go.

*Analysis accurate as of November 12, 2021
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Key Features:

  • Compliance management
  • Configuration management
  • Email management
  • Incident management
  • Knowledge management
  • License management
Trial/Free Version:
Free Trial
Free Version
Cost to upgrade:

Free

Device Compatibility:

Screenshot:

<p><span style="font-weight: 400;">Zoom tickets in Spiceworks (</span><a href="https://www.capterra.com/p/102709/Spiceworks-IT-Help-Desk/"><span style="font-weight: 400;">Source</span></a><span style="font-weight: 400;">)</span></p>

Zoom tickets in Spiceworks (Source)

7

Wrike: Cloud integrations with popular tools

Wrike is a project tracking software that helps identify roadblocks and track team progress. You can create request forms that automatically assign requests to the right people. With AI Work Intelligence, you will receive recommended tasks and assignee suggestions.

You can save tasks and subtasks in folders, set deadlines for each task, add descriptions, and attach relevant files. You can see and filter all updates in real time. Assign a status to tasks such as “to-do,” “doing,” and “done.” Monitor projects and view the work in your preferred way—via spreadsheet, Kanban boards, or tables.

The tool offers cloud storage integrations with Google Drive, Dropbox, Microsoft Office 365, and One Drive so you can see your files independent of Wrike. You also receive 2 GB of storage space per account.

Wrike offers a knowledge base, interactive training, live webinars, how-to videos, and community support. You can also submit a ticket to get assistance from the support team.

The issue tracking software also offers Windows, Mac, Android, and iPhone platform support.

*Analysis accurate as of November 12, 2021
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Key Features:

  • Agile methodologies
  • Alerts/Notifications
  • Audit trail
  • Automated scheduling
  • Group scheduling
  • Historical reporting
Trial/Free Version:
Free Trial
Free Version
Cost to upgrade:

$9.80 per user, per month

Device Compatibility:

Screenshot:

<p><span style="font-weight: 400;">Request forms in Wrike (</span><a href="https://www.capterra.com/p/76113/Wrike/"><span style="font-weight: 400;">Source</span></a><span style="font-weight: 400;">)</span></p>

Request forms in Wrike (Source)

8

Zoho BugTracker: Import bugs from other tools

Zoho BugTracker provides a consolidated view of bugs by dividing them into groups based on their status (such as open, in progress, to be tested, and reopen). You can import bugs from other bug tracking systems. The supported file formats are CSV, XLSX, and XLS.

In the free version, you can add one project and three users per project. The tool allows you to create a new document, or upload documents from the cloud or your desktop. You can add the calendar module to organize meetings, schedule appointments, and manage the resolution deadlines for bugs.

The issue tracking software provides bug layouts wherein you can receive default fields that you can edit and delete. You can also add fields based on requirements.

To get in touch with the vendor, you can fill the contact form. The vendor offers Android and iOS apps.

*Analysis accurate as of November 12, 2021
Most affordable
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Key Features:

  • Assignment management
  • Audit trail
  • Collaboration tools
  • Dashboard
  • Issue scheduling
  • Task management
Trial/Free Version:
Free Trial
Free Version
Cost to upgrade:

$3.36 per user, per month

Device Compatibility:

Screenshot:

<p><span style="font-weight: 400;">Bugs in Kanban view in Zoho BugTracker (</span><a href="https://www.capterra.com/p/180954/Zoho-Bugtracker/"><span style="font-weight: 400;">Source</span></a><span style="font-weight: 400;">)</span></p>

Bugs in Kanban view in Zoho BugTracker (Source)

9

Zoho Desk: Multilingual help desk

Zoho Desk enables email communication with pre-built templates. The emails are organized in queues based on turnaround time, priority, and status so that you know which email requires your immediate attention, and no customer complaint goes unnoticed.

Zoho Desk integrates with Zoho CRM to help sales teams collaborate effectively with the customer support team. With more detailed information from using the CRM, you can convert leads into customers and retain the present ones.

The issue tracking software offers a multilingual knowledge base that allows you to create and manage articles in multiple languages to support customers from different regions.

You can monitor your team’s progress by checking the number of overdue tickets, the average response time of team members, and SLA breaches.

*Analysis accurate as of November 12, 2021
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Key Features:

  • Automated routing
  • Batch communications
  • Canned responses
  • Case management
  • Recurring issues
  • Communication management
Trial/Free Version:
Free Trial
Free Version
Cost to upgrade:

$10.74 per user, per month

Device Compatibility:

Screenshot:

<p><span style="font-weight: 400;">Help desk Mobile App in Zoho Desk (</span><a href="https://www.capterra.com/p/169505/Zoho-Desk/"><span style="font-weight: 400;">Source</span></a><span style="font-weight: 400;">)</span></p>

Help desk Mobile App in Zoho Desk (Source)

10

Zoho Projects: Track progress with Gantt charts

Zoho Projects is a project management tool that offers essentials such as task tracking and a Gantt chart viewer to manage your projects. The tool breaks down your project into task lists, milestones, tasks, and subtasks to make the project simpler and to get a better view of the workflow.

You can record issues in your projects and add custom views to your issues list. This helps in prioritizing time-sensitive and high-priority issues. The tool also offers a detailed report on each task’s progress.

You can work on two projects in the free version and attach files up to 10 MB.

Zoho Projects offers mobile apps for iOS and Android devices. To contact Zoho Projects support team, you can submit a request form or get in touch via email.

*Analysis accurate as of November 12, 2021
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Key Features:

  • Capacity management
  • Client portal
  • Cost-to-completion tracking
  • Create subtasks
  • Project management
  • Project tracking
Trial/Free Version:
Free Trial
Free Version
Cost to upgrade:

$4.70 per user, per month

Device Compatibility:

Screenshot:

<p><span style="font-weight: 400;">Portfolio dashboard in Zoho Projects (</span><a href="https://www.capterra.com/p/169455/Zoho-Projects/"><span style="font-weight: 400;">Source</span></a><span style="font-weight: 400;">)</span></p>

Portfolio dashboard in Zoho Projects (Source)

How to choose the right issue tracking software

Precious time is lost when figuring out an issue with a workflow, a customer issue, or a problem with a product, and because of that, issue tracking software is crucial for developers, customer agents, and project managers. However, choosing an issue tracking software can be more complicated than resolving bugs. Make sure you evaluate these factors before deciding on an issue tracking tool.

  • Evaluate your needs: There are various types of issue tracking systems, and they are all created for different use cases. It’s important to know the type of workflow you need the system for, such as customer service, project management, and software development.
  •  
  • Ease of use of the product: The software should streamline your internal processes by resolving issues. Therefore, the tool should have an intuitive user interface so that your team doesn’t spend much time understanding how to use it.
  •  
  • Check integration features: Integrations help expand the functionality of the software and help in workflow management. For instance, if your help desk issue tracking software integrates with your CRM, then you can know more about the customers you are helping. Or perhaps your bug tracking system integrates with your development tools, which tracks bugs in every step of the development process.

Common questions to ask while selecting free issue tracking software

To select the right tool and make full use of it, you should ask software vendors these questions:

What are your system’s analytics and reporting options?

To track your team’s performance and optimize areas that need improvement, you need software that offers data visualization and a dashboard to analyze important metrics.

What are the collaboration features?

Software that allows you and your team to discuss and resolve issues is beneficial because collaboration saves time and work gets done efficiently. Therefore, look for collaboration features in your issue tracking software.

What are the customization capabilities?

Customization helps personalize the software as per your business requirements. Customized tasks, menus, and SLAs in issue tracking software help manage workflows as you require.

How did we choose these products? We didn’t—you did.

To find your ideal software match, you need information you can trust—so you can save time, stay on budget, and focus more energy on growing your business. It’s why we vet and verify all our user reviews and recommend only the tools endorsed by people such as you.

In other words, our product recommendations are never bought or sold, or based on the opinion of a single individual—they’re chosen by your peers, reflecting the views and experiences of our independent base of software reviewers.

At Capterra, we objectively select and rank products based on a methodology developed by our research team. Some vendors pay us when they receive web traffic, but this has no influence on our methodology.

To be considered for this list, products have to:

  1. Have at least 20 unique product reviews published on Capterra within the past two years, with an average rating of 3.0 or higher. We selected the ten products with the highest ratings to feature in this article.
  2. Offer a free, standalone version of the software (not a trial version of the software where you must purchase a product after a limited amount of time).
  3. Meet our issue tracking software market definition: “Issue Tracking software helps organizations monitor, manage and resolve issues in a variety of departments, from Financials to Help Desk. These applications keep track of tasks from capture to resolution, producing reports, enforcing compliance, and optimizing business resources.”

Note: The content in this piece that provides opinions and points of view expressed by users does not represent the views of Capterra.

The “Best functionality” tool is identified based on the highest user ratings for functionality that a vendor received based on publicly available reviews.

“Most affordable” tool is identified based on the lowest pricing a vendor offered on their website in terms of cost to upgrade on November 12, 2021.

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Looking for Issue Tracking software? Check out Capterra's list of the best Issue Tracking software solutions.

About the Author

Kritika Tyagi

Kritika Tyagi

Writer@Capterra with a focus on small business market trends, software requirements and all things tech. M.A. in English Literature from Jamia Millia Islamia. Love books and nice words. When I am not working, you can find me reading books while eating self baked cookies and drinking coffee.

Related Reading

Comments

Comment by Andy on

Hi Cathy,

Thank you for this post.
I see the article is well written, but kind of confusing since almost all tools mentioned here are not free.. So.. Is any tool that stands out and offer real free issue tracking?

Recently I found out Ubirimi (ubirimi.com) and I still try to get use with the tool, but at least is free.. You even can ask for some custom features and that is quite impressive.
On the other hand, they offer many other tools that comes together in a suite, so yes, worth to try. And it looks very attractive, like Jira.. So easy to manage as of now..

I really want to have a list only with FREE, no free trial and so on..

Thank you.

Avatar

Comment by adilbo on

Very nice and helpful List ?

I would like to point out a very simple and small Solution that is ideal for a single developer and it don’t need a Database:

https://codecanyon.net/item/todo-list-issue-and-bug-tracker/21870465

and yes, it cost a one-time-fee of 10 $ and also yes i’m the Author, but…
If you prefer a big tool and spend several hours to install and configure it, i would like to use a tool that is installed in minutes and cost only a small fee ?

Comment by Arijeet das on

Issue tracker is a remote team management application. If you work with a team who communicate with you through internet then this will be very helpful to you. Following professions will get most advantage from it. https://www.drivebird.com/issue-tracker/about

Comment by Irfan Azam on

I am a freelancer and my manager is using https://www.drivebird.com/issue-tracker/about since couple of months. This is free and very easy to use. However they are still working on it and I can see improvement. I like the simplicity of the application. You may try.

Comment by Bing Han on

Hi Cathy, please also consider Backlog – https://backlogtool.com/pricing/ – which is completely free for teams of 10.

Comment by Luis Irigoyen on

Totally agree with Peter Wood

Comment by Derp on

I guess “free trial” means “FREE.” Terribly misleading article.

Avatar

Comment by Peter Wood on

Author of this post not recognize “Free and Open Source Issue Tracking Software” in comparsion to “Cloud Issue Tracking Software”. “Free and Open Source” means I can download and install software on my own serwer and I have “source in hand” which I can check and if I want I can change too. In cloud systems it is immpossible. Sorry, but title of the article should be changed.

Comment by tushar on

Hi, thank you for this post I agree with you that All software is going to have problems. It’s the software with answers to these problems that are easy to find that makes it especially attractive. very useful information

Comment by Scott on

I highly recommend this website http://primetrack.io

Avatar

Comment by Jan Schulz-Hofen on

Hi Cathy,

Thanks for including Planio on this list – it’s a great overview that captures the market very well.

Just a small clarification: regular email notifications for all the issue trackers on the list are always insecure since they’re not encrypted. So this “con” would have to be added to all other tools on this list to be fair.

Actually, out of the tools mentioned here, Planio is the only one to offer a secure remedy via native OpenPGP support!

Thanks again,

Jan, CEO at Planio

P.S.: Jira is *not* open source 😉

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