Hi All, as you all know issue tracking software helps ease the pressure faced by businesses in offering effortless customer support by facilitating a streamlined, omnichannel service experience for agents and customers. But when should businesses consider investing in software? What features and capabilities should they be looking for? And which software is the right one for IT related business?

We provide IT related services and there's always huge backlog of client issues. To solve it politely in a timely manner, what we should do? I know about Freshdesk but not interested in it right now due to some reasons. Is there any best alternative to Freshdesk? Although, I've searched few but didn't find suitable as per our business needs. 

What you guys suggest?