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 regime. These systems often encompass resource allocation, time accounting, priority management, and oversight workflow in addition to implementing a centralized issue registry.

A ticket element, within an issue tracking system, is a running report on a particular problem, its status, and other relevant data. They are commonly created in a help desk or call center environment and almost always have a unique reference number, also known as a case, issue or call log number which is used to allow the user or help staff to quickly locate, add to or communicate the status of the user's issue or request.