07-11-2014, 09:31 AM
Abstracts: A Ticket tracking system (also ITS, trouble ticket system, support ticket or incident ticket system) is a computer software package that manages and maintains lists of issues, as needed by an organization. Issue tracking systems are commonly used in an organization's customer support call center to create, update, and resolve reported customer issues, or even issues reported by that organization's other employees. An issue tracking system often also contains a knowledge base containing information on each customer, resolutions to common problems, and other such data. An issue tracking system is similar to a "bug tracker", and often, a software company will sell both, and some bug trackers are capable of being used as an issue tracking system, and vice versa. Consistent use of an issue or bug tracking system is considered one of the "hallmarks of a good software team".