Wikipedia
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 Issue tracking systems are generally used in collaborative settings—especially in large or distributed collaborations—but can also be employed by individuals as part of a time management or personal productivity regimen These systems often encompass resource allocation, time accounting, priority management, and oversight workflow in addition to implementing a centralized issue registry In the institutional setting, 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
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