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, 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. A support ticket should include vital information for the account involved and the issue encountered. 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 "bugtracker", and often, a software company will sell both, and some bugtrackers 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".

A bug tracking system or defect tracking system is a software application that keeps track of reported software bugs in software development projects. It may be regarded as a type of issue tracking system.

Many bug tracking systems, such as those used by most open source software projects, allow end-users to enter bug reports directly. Other systems are used only internally in a company or organization doing software development. Typically bug tracking systems are integrated with other software project management applications.



Mantis Bug Tracker is a free and open source, web-based bug tracking system released under the terms of the GNU General Public License version 2. The most common use of MantisBT is to track software defects. However, MantisBT is often configured by users to serve as a more generic issue tracking system and project management tool.



OTRS, an initialism for Open-source Ticket Request System, is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them. It is a means of managing incoming inquiries, complaints, support requests, defect reports, and other communications.



osTicket is a widely-used and trusted open source support ticket system. It seamlessly routes inquiries created via email, web-forms and phone calls into a simple, easy-to-use, multi-user, web-based customer support platform. osTicket comes packed with more features and tools than most of the expensive (and complex) support ticket systems on the market.



Trac is an open source, Web-based project management and bug tracking system. The program is inspired by CVSTrac, and was originally named svntrac due to its ability to interface with Subversion. It is developed and maintained by Edgewall Software. Trac is written in the Python programming language. Trac allows hyperlinking information between a bug database, revision control and wiki content. It also serves as a Web interface to the following revision control systems: Subversion, Git, Mercurial, Bazaar, Perforce and Darcs.