Bug Tracking Or Helpdesk Software: Which is better?

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Chanchal

Senior editor

Parul Saxena

Chief editor

Last updated: August 26, 2020

Programmers employ bug tracking for the identification, reporting, and management of software bugs, errors, or issues during its development process. The goal of bug tracking is to obtain and maintain high-quality products.

Get Free Demo: Best Helpdesk Software in 2020

There may be hundreds or thousands of errors (or bugs) within large systems, which, if left unchecked, may affect either the data contained or the smooth operations of these systems.

These errors are identified and tracked continuously over a long period – either through product testing or through customer feedback, post product release. Each error identified, evaluated, and monitored will be ultimately prioritized for debugging based on their severity.

Classification of Bugs

The classification of severity of these bugs usually varies from organization to organization; however, a generalized system of identifying the severity of bugs is,

  1. Catastrophic

When the identified bug either causes irreparable and irreversible damage resulting in total failure of the software or makes the data unrecoverable. 

2. Impaired Functionality

This means the bug may cause damage that could be fixed or altered; however, it would be too risky to release the product.

3. Failure of Non-critical Systems

It pertains to the availability of a satisfactory solution to fix the damages caused by the bug and, the product may be released provided the bug be documented.

4. Very Minor

The bug identified is a very minor one, and the product may still be released without any significant changes.

Software is usually tested only after the product has been fully developed. The identification of errors or bugs is usually done in the later development stages.

Thus, it is common for a product to be released with a few faults/ errors in the programming, provided, the severity of these bugs does not impede the expected functionality of the application.

This is why bug tracking is a necessary component in a good software development infrastructure. The consistent and efficient use of bug tracking software or issue tracking systems is considered one of the main qualities of a good software developer.

Difference Between Bug Tracking & Helpdesk Software

Bug Tracking Software

It helps users report bugs directly into a system that manages and tracks them. Using this software diligently is a record of a developer’s efficiency and effectiveness.

Such software usually consists of a database containing information about each reported bug. This includes its severity, incorrect program behavior, how to recreate the bug, who reported the bug and details about debugging it.

A few of the best bug tracking software available in the market for 2020 include- BackLog, ReQtest, BugZilla, JIRA, Mantis, etc.

Bug tracking is considered a continuous process and as such is employed even after the products are released into the market. One way to identify bugs in a product is through customer feedback which is usually received through a Helpdesk.

Helpdesk Software

Helpdesk at an organization is a means to get centralized help or support to customers.

It is a way for customers to place orders, track shipments, get help with products, and also to identify and report bugs. While most companies give out an email ID or a phone number to contact for support, Helpdesk software automates this whole process.

Helpdesk software manages all the customer conversations and tracks the issue across multiple channels to provide support faster and more efficiently. Generally, there are 3 main parts of helpdesk software.

1. Ticket Management

 Ticket management helps organize customer requests and keep track of the customer’s requests, feedback, and responses. 

2. Automation Suite

It enables better assignment and implementation of work to make the whole process more efficient.

3. Reporting and Optimization

These provide metrics on the customer support being offered such as the ticket load, the turn-around time, resolution rate, etc. to provide a better understanding of how things are faring and being better prepared for the future.

Also, Read: How to Improve Customer Service with a Helpdesk Software

In addition to these three parts, Helpdesk software also provides security, access to multiple communication channels (across various apps), and customer history. It also aids in the collaboration of the various teams within your company to provide the best solution.

Self-service tools, for simple queries that your customers may have, are also available which assists in reducing the load on the team.

The best helpdesk software available in 2020 includes Hubspot CRM, Zoho Desk, AzureDesk, Freshdesk, Zendesk, etc.

There are many differences between bug tracking software and Helpdesk software, however, most companies prefer using a single bug tracking software to meet the needs of both, their customers and developers. While this may seem like an easy and cost-effective fix during the initial stages of a company, things get more complicated downstream.

The cost required to upgrade software under such circumstances will require a significantly higher investment than it would have earlier on.

Helpdesk software is used by customers to report their problems and queries through multiple channels and is handled by a support team like a call center. The software records and organizes the issues and requests of customers. The agents then assign them a priority status and these are redirected internally to the developers via bug tracking software.

In many cases, the two software are not linked or integrated into one another, for example, Helpdesk software is easily accessed through a public website via the internet, however, bug tracking software which is used by programmers are usually integrated into the firewall of the company’s development servers, within the intranet and therefore require personnel to update ticket information manually.

While this method does get the job done, there is a loss in efficiency and productivity within the processes. 

Conclusion

Software is currently available that helps integrate Helpdesk and bug tracking software to handle customer inquiries more efficiently.

This means that more time is employed in actually solving customer issues and fixing bugs, rather than in sorting out tickets and maintaining a clear flow of information within a team.

It would ensure improvement in the development and testing of products, better quality, and thus an improvement in the business related to a brand.

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Chanchal Soni is a Growth Hacker and CRO Specialist at Appitsimple. She has experience in digital marketing, social media, content strategy, and marketing communications. Lover of huskies, the ocean & Boston sports.

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