Top challenge administration and ticketing programs in your group

illustrated concept of a team working through a project.
Image: Visual Generation/Adobe Stock

Project administration software program has more and more change into an integral a part of a profitable group, particularly as organizations started supplementing in-person work with distant working environments. Project administration programs assist preserve all the workers in sync on duties in a software program growth atmosphere, and helps to make sure that challenge deadlines are met and the top buyer expectations may be achieved extra effectively.

In this text, we’ll speak about PM ticket programs, what options you need to be searching for in a system, and speak by way of the highest programs and their characteristic comparisons. By the top, you’ll have an thought of which you must select in your group.

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What is a PM ticketing system?

A ticketing system is a challenge administration system that permits challenge managers to interrupt duties down into sprints, clearly delineate duties for software program engineering (or different enterprise divisions), and observe the progress of a challenge, deadlines, and what work is excellent to assist handle consumer expectations, wants, and options and bug fixes.

Some fundamentals of a very good challenge administration ticketing system embody:

  • Team collaboration
  • Ability to trace sprints or different planning and scheduling options
  • Reporting for particular person groups and broader scopes
  • Time monitoring
  • Project and useful resource budgeting
  • Agile options
  • Third celebration integrations that may map ticket progress with different reporting programs, code or content material administration programs

At its core, the purpose of a challenge administration and ticketing system is to interrupt aside tasks into smaller coherent duties, assign them to particular person crew members for completion, then observe that activity because it pertains to a bigger challenge (typically referred to as a dash, characteristic, or plan). Most programs can observe the time spent by a person on a activity, plus the entire time by a crew for the bigger characteristic, permitting budgeting and time monitoring features to the software program as nicely.

SEE: Hiring equipment: Project supervisor (TechRepublic Premium)

What are the advantages of utilizing a ticketing system?

Ticketing programs permit challenge managers to have extra oversight as to assigned duties, when duties are nearing completion or overdue, and may higher assist organizations handle consumer expectations, whether or not that’s internally or externally. These programs additionally preserve challenge managers and customers monitoring together with their duties and never veering off to deal with issues that aren’t essential to the present challenge at hand.

When a ticketing system is used, you may extra precisely seize buyer expectations, options, and bug experiences. Then the crew can relay that info to the suitable departments in your group to work on these objects with out shedding context or info wanted to diagnose points the shopper is dealing with.

Some ticketing programs characteristic a full communication system able to capturing information, internet hosting documentation, and even chat or message board options the place people throughout the group can collaborate on points round a selected ticket if it requires motion from a number of divisions to perform a activity.

Using a ticket system that meshes along with your group can be certain that work is accomplished in a well timed method and assist handle consumer expectations, consolidate info to a centralized place, and be certain that budgets are hit extra successfully.


main project page within basecamp project management.
The Basecamp dashboard that reveals your whole tasks simply at a look. Image by way of Basecamp.

Basecamp is a web-based instrument that goals to maintain your whole essential challenge documentation, duties, work schedules, and communication multi function place the place it may be cross-linked, searched and arranged in your crew to eat as wanted.

Projects may be created to deal with duties and documentation, and duties may be damaged down into neatly organized lists and assigned out individually together with notes and communication round specific objects. Notes are useful for maintaining observe of the place alongside the timeline the duty presently resides. Basecamp doesn’t present the flexibility to reference ticket numbers or have reporting for administration, nevertheless it does provide integrations that may join with some appropriate third celebration instruments. Basecamp options cell functions in addition to browser entry.

Unfortunately, Basecamp and its interface isn’t very customizable. If your group requires extra communication instruments, activity administration, or integration with third celebration instruments than Basecamp’s primary providing, it is probably not the instrument you need. However, in case your group doesn’t have any of those instruments already, Basecamp can provide the fundamentals of all of them in a single simple to make use of instrument that anybody throughout your group can use, handle, and eat content material from.
Basecamp gives a single marketing strategy that runs $99 USD/mo for limitless shoppers, tasks, customers, and 500GB of space for storing.

Which enterprise customers will get probably the most from Basecamp?

Basecamp is extra fitted to roles that contain each technical and non-technical departments in a corporation. It can be utilized throughout all kinds of customers to maintain tasks, targets, duties, notes, and extra organized and available. Designers typically flock to Basecamp for its notoriously simple to make use of interface, and most customers can comfortably navigate it with ease.


customized flows on a jira kanban board.
JIRA exhibiting the Kanban board view with customizable flows. Image by way of Atlassian.

JIRA is among the commonplace challenge administration platforms used throughout the software program engineering business. It has been round for a bit of over 20 years, and has been constructed with the software program business in thoughts, regardless that it may be used for greater than that.

JIRA hits the entire containers in the case of the fundamentals of fine ticketing programs, together with out of the field Agile assist, assist for experiences for administration, time administration and monitoring, crew collaboration, and an intensive library of third celebration integrations for added performance. There’s even an API to permit customized integrations in your group.

One of the mainstays of JIRA is collaboration, by way of using ticket numbers, descriptions, feedback, and extra, collaboration may be simply achieved each in individual and in distant environments. JIRA may retailer information and time estimates within tickets. JIRA can keep a backlog of tickets that future sprints can pull from to create a brand new dash, which is a strong characteristic that some PM software program doesn’t provide.

This platform additionally helps you to simply remap your information into totally different views, whether or not you’re used to a Kanban view, or desire a scrum board or Gantt chart.

JIRA’s energy for software program engineering groups shines while you combine it with different Atlassian merchandise, like Confluence for with the ability to doc software program and companies that your group maintains, or mechanically shut tickets when pull requests are merged in GitHub or BitBucket. JIRA may also be changed into a full-blown DevOps platform that may share info between builders and people in operations to collaborate and talk on options, adjustments, and bugs that happen in manufacturing environments.

JIRA’s technical usefulness is its benefit, but in addition its downfall. It’s much less approachable for different enterprise models in your group that don’t have the identical technical expertise. Graphic designers, accounting groups, and enterprise growth groups would possibly discover the person interface grating, complicated, and need to use it lower than different instruments which are extra approachable. JIRA options cell functions in addition to browser entry.

Pricing for JIRA begins at $7.50 USD/person/month for as much as 20,000 customers in a single web site set up.

Which enterprise customers will get probably the most from JIRA?

JIRA is a instrument that’s greatest fitted to organizations that cope with technical info, such because the software program engineering business. It has out of the field assist for most of the enterprise instruments these customers depend on and integrations for GitHub, CI/CD platforms, and extra. If your crew depends on third celebration integrations and companies, or needs to combine with customized enterprise functions, then JIRA permits for this too.

SEE: Top keyboard shortcuts you could know (free PDF) (TechRepublic)


Work management system from Asana.
Asana options the flexibility to combine with many chart sorts. Image by way of Asana.

Asana is a well-liked challenge administration system for every type of companies, and permits for activity administration, collaboration, documentation administration, and workflow administration all in a single platform that’s simple to make use of and keep, and is approachable from each enterprise unit no matter their technical expertise and talents.

With Asana, like JIRA, you may select how one can visualize information throughout the system: Switch between Kanban boards, Gantt charts, lists, calendars, and extra. Asana gives a backlog characteristic just like JIRA that may retailer tickets that aren’t able to be labored on, however ensures they gained’t get misplaced and may be pulled right into a future challenge. Asana doesn’t strictly conform to Agile ideas like JIRA does, however does provide the flexibility to make use of it in an agile method.

One of the largest benefits of Asana over different challenge administration platforms is the workflow builder, which helps you to customise precisely the stream tickets take, even permitting you to construct a public-facing type for consumption of data for ticketing. Tickets may be additional organized and acted on by way of automations, and the system even integrates with third celebration instruments to behave on tickets ingested by way of an automatic stream. This energy may be added to different platforms, however typically depends on extra instruments, prices, and overhead of sustaining these connections to carry out the identical work that may be achieved with Asana’s workflow builder. Asana additionally gives all kinds of integrations accessible with third celebration companies and platforms. Asana options cell functions in addition to browser entry.

Asana gives a decrease priced premium plan beginning at $10.99/person/month and provides instruments like timeline views, workflow builder for automations, reporting throughout tasks, superior search, customized fields, limitless friends, types, guidelines, begin dates and time, and an admin console for person administration. This tier additionally permits for personal groups and tasks. Asana’s enterprise tier begins at $24.99/person/month and provides all platform options, together with portfolios, targets, workloads, customized guidelines builder, approvals, locking customized fields and integrations with premium merchandise like Salesforce, Adobe Creative Cloud, Tableau and Power BI.

Which enterprise customers will get probably the most from Asana?

Asana can combine throughout many forms of organizations, enterprise models, and forms of employees, and may be approachable and maintainable by each technical and non-technical workers. Asana’s energy shines in the case of constructing out workflows, externally accessible consumption types, and the highly effective automation instruments the platform gives. Work OS dashboard showing a print marketing campaign. dashboard view exhibiting customizations. Image by way of Work OS is a more recent platform that may centralize your whole plans for challenge administration, together with budgeting, calendaring, activity breakdown, and easy communication round duties and tasks.’s largest characteristic is the flexibility to see all tasks without delay, observe standing and make higher choices primarily based on correct information accessible at a look extra effectively.

Tasks in Work OS are referred to as “Pulses” that function virtually identically to different platforms, besides they are often represented by several types of views relying on how the organizer needs to prepare them. Choose between tables, Gantt, Kanban, or different visible sorts. You can create custom-made challenge dashboards utilizing “widgets” that can give challenge administration groups a excessive degree overview of the place tasks sit, a strong instrument that gives. additionally gives cell apps along with the net interface.

Another huge characteristic of Work OS that different platforms don’t have is the flexibility to trace the total workload of your workers, letting you to see at a look what number of duties they’re presently engaged on, and permitting for higher administration for sources, expectations, and serving to to keep away from burnout. gives integrations with well-liked third celebration platforms, resembling supply management platforms, CI/CD platforms, and file storage platforms. Work OS is lacking many technical flows for engineering that different challenge administration programs present, resembling strict Agile workflows, however can permit for a customized stream. For technical customers, could also be good as a result of it permits a lot customization and technical info to be seen; nevertheless, it might be tough for non-technical customers to arrange among the options of and keep them with out some coaching. Work OS pricing begins at $8/seat/month with limitless free viewers, limitless objects, 5GB of file storage, and the flexibility to create a dashboard primarily based on a single board.

Which enterprise customers will get probably the most from Work OS gives a excessive degree of customization that almost all different instruments don’t present: You can create your personal dashboard views to view and consumption the information precisely the best way your crew needs to. This is among the strongest options of If you want that absolutely customizable expertise, then can readily present that and extra.

Feature comparability

Feature Basecamp JIRA Asana Work OS
Customizable workflows 🚫
Free visitor viewers 🚫
Reporting options 🚫
Built-in automation 🚫
External consumption types 🚫
Built-in Agile 🚫 🚫 🚫
Storage 500 GB 250 GB / limitless tiers Unlimited (100 MG file restrict) 5 GB
Pricing $99/month Starts at $7.50/person/month Starts at $10.99/person/month Starts at $8/person/month

Which ticketing system must you select?

For companies which are centered solely on offering software program companies or technical companies, we nonetheless suggest JIRA as our prime decide as a result of JIRA permits for integration throughout your entire enterprise, documentation skills by way of its current merchandise, and wealthy integration with GitHub and BitBucket.
For companies that want your entire group accessing the challenge administration system, or for organizations that don’t solely function software program companies, Asana can present the mainstays of conventional challenge administration programs, however may even add flexibility and automation for consumption of tickets by way of externally accessible types. Asana is our prime decide for organizations seeking to get an important challenge administration system that may develop with their enterprise wants as they add workers or enterprise models and need to keep a simple to make use of system.

For organizations which are searching for one thing totally different, maybe offering a extra restricted set of challenge administration options in trade for extra person pleasant interfaces, then we’d suggest Basecamp if you happen to want message board instruments accompanying it, or if you happen to’ve already received your personal communication arrange.

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