Everything your business needs to triage and resolve customer requests. Backed by industry-leading, US-based 24/7 technical support.
Like the ability to be able to pull raw data sets on anything we need.
Installation is bit tricky. Only search users beginning with last name of the user, some time can be annoying.
Filter reviews (181)
Filter reviews (181)
Very good experience, but not excellent. Does a fantastic job at what it's supposed to do.
Comments: Resolves the complexity of tracking issues.
Quick, simple, and has plenty of features. Allows for precise control over each issue. Very responsive interface. Has fantastic customer support.
Development seems to be a bit slow on adding features, Short Term is set as within a year, which is of course reasonable, but Short Term is more like two weeks sprint, but that's personal opinion and experience.
Comments: Using them now is the second time I used them. Once in my previous job and now here. In my previous job I switched from them to SysAid - and in my present job I switched from SysAid to Issuetrak. I did this because Issuetrak offered me greater flexibility to manage various cost centers within a single application in the most efficient and usable fashion.
The ability to segment my customer base to the responsible departments. Quickly see the overall view to manage my staff and responses to give outstanding customer service.
Have yet to find any major flaws thta were not able to be resolved by some method.
2 months ago
Thank you for your positive review, Stephen! We're delighted to hear that you have found Issuetrak's flexibility useful for your business operations!
I use issuetrak on a daily basis to submit tickets to other departments so things can be processed
Comments: The ability to communicate and get information to other teams
I like that I do not have to reach out to other departments nor does the customer to get this fixed. I can submit a ticket and they will correct the issue, or pass along the information to the correct team. It helps me to be as efficient as possible.
I do not like how often it doesn't route properly. It is supposed to be auto filled with what area in our system it's going to, and if it's not it makes it really difficult to ensure it's getting where it needs to go.
Hope they will make improvements rest all is best that could be in this app
Some of the best things about Issuetrak which I liked are:Customizable workflow: The ability to customize the workflow to match the unique requirements of an organization, which can help to streamline processes and improve efficiency.Reporting and analytics: The ability to generate reports and analyze data on customer support requests and issues, which can help organizations to identify and resolve recurring problems, improve processes, and make data-driven decisions.Integration: Issuetrak can be integrated with other systems such as CRM, ERP, and other service management tools, which allows the data to flow seamlessly and automate the process across different systems and platforms.
Some potential "worst things" about Issuetrak could include:Limited capabilities: Issuetrak may not be able to handle more complex or nuanced tasks that require human judgment or decision-making.Dependence on existing systems: In order for Issuetrak to automate tasks, it must be able to interact with existing systems and software. If a company's systems are outdated or not properly configured, it may be difficult or impossible to integrate Issuetrak.Limited understanding: As with any new technology, there may be a learning curve for users, and they need to be trained to use the software effectively. A limited understanding of the software may lead to poor implementation and a low adoption rate.
2 months ago
Thank you for your honest review, Ash! Looks like there are a few features working well for you and a few we can improve upon. Mediocre isn't in our vocabulary, so we've relayed your feedback to our Product team so we can continue improving our software. Thank you again!
Comments: Overall the staff has been professional, friendly and knowledgeable.
Issuetrak has been a lifesaver, cutting down on continues hours of data entry.From building the data base for our needs, to the customer support team for questions the staff has been professional, friendly and knowledgeable.
It took sometime ironing out our processes but it was a true team effort!
2 months ago
Thank you for your honest review! We're delighted to hear that you have found Issuetrak to be a lifesaver for your business operations! Your feedback has been relayed to our Product team, but if you have any additional feedback about our software and how we can improve, don't hesitate to submit your ideas to our feedback form on our website, https://www.issuetrak.com/feedback, which goes directly to our Product team. Thank you again!
Great product and amazing support. IssueTrak Support is always just a phone call away.
Comments: Asset management, Helpdesk ticketing solution, Auditing assets to verify software updates are complete, Reporting, Surveys, a good all around solution that is customize-able and affordable.
Easy customize-able solution for tracking issues, assets, billing, and surveys. Pricing setup so that you can pick which features you need and can really customize to suit the needs of your organization. Anytime I find something I feel IssueTrak can improve on or do better they are always there to listen and have a community of IssueTrak users to really listen to their customers. They go above and beyond in this area truly and are a pleasure to work with.
Not able to Scan/Audit Non-Windows devices (luckily for us that is a minor detail). Locations are a little weird for a single site location such as an educational institution but it works. Just takes a bit of learning how the system functions.
My experience with IssueTrak
Comments: My organization has really benefitted from utilization of this software. Your team has been amazing to work with!
This software was easy to customize for my organization's needs. Implementation was very smooth with expert assistance from [sensitive content hidden]. The team was very flexible in working within our timeline. This system is far better than our prior system, and the reporting capabilities, auto-escalation, and automated report functions are outstanding!
That we didn't start using this sooner!
2 months ago
Thank you for your kind review, Laura! We're delighted to hear that you have found our automation and reporting tools useful for your business operations! If we can improve in any way, please use this form on our website, https://www.issuetrak.com/feedback, which goes directly to our Product team. Thank you again!
Comments: we are currently trying to get the rest of the company to standardize on Issue Trak for all departments
orgainzes our tickets, helps create a knowledge base
When updating a ticket I get numerous emails with status updates...hard to keep track of
2 months ago
Thank you for your honest review, Leland! Looks like there are a few features working well for you and a few we can improve upon. Our Customer Success team recommends adjusting your substatus notification settings. Our Support team is happy to help you get that fixed. https://support.issuetrak.com/
Comments: The customer service, professionalism and support is phenomenal.
The "Bang for the Buck". The amount of features and functions is incredible!
The only item that I'd like to see worked on is the inability to change or modify some of the "set" fields.
2 months ago
Thank you for your honest review, Peter! We're happy to hear that you have found Issuetrak to be the best bang for your buck! We've also relayed your feedback about the set fields to our Product team so we can continue improving our software. Thank you again!
Issuetrak on the move
emailing IT request in to the system, works with MS365The upgrades in the last 24 months
Knowledge Base and Calendar system need an upgrade
2 months ago
Thank you for your honest review, Richard! Looks like there are a few features working well for you and a few we can improve upon. Mediocre isn't in our vocabulary, so we've relayed your feedback to our Product team so we can continue improving our software, including the Knowledge Base and calendar view. Thank you again!
Robustness in an Affordable Package
I have been using Issuetrak now for about 5 years. Until recently I only used it for managing tasks for my manufacturing group. I wanted them to be able to have a place that flowed their work on non-repetitive tasks. What I found however went way beyond my original expectations.
Issuetrak has used the customer's voice to evolve over the last few years. It has made itself more user-friendly, more adaptable, and more relevant to industries that aren't traditional help desks. We have taken those improvements, and have put in place a system the helps us manage the workflow of IT, Engineering, Accounting, Manufacturing, Customer Service and even our sales force.
We have been able to create customized tools and screens that consolidate or data in one location. Whether it is requests for engineering change orders, travel documentation and reporting for our field service technicians, customer support of sales quoting, or quote to shipment of customer orders. We seem to find new ways to use it everyday.
I could go on and on, but suffice it to say for the price, this gem is amazing. I recommend it to anyone who will listen, and I look forward to the new ways Issuetrak will morph to support its users.
Keep up the outstanding work!!!!
Columbia Industries LLC
Flexible Adaptable User-friendly
The screens could still use some work to make them completely custom. While some fields may need to be mandatory, it would be nice if they didn't need to show on the issue itself.
Great software for phone or email support issues.
Comments: Daily usage for our customer support center.
We use this software to handle incoming support calls and emails. We point our voice mail server to send the voicemails and forward our support email addesss as well to IssueTrak which then creates a support tickets. IssueTrak Runs and does what it is supposed to do. Light footprint and easy to use. IssueTrak support is outstanding with training and support issues. I would highly recommend!
I would like to see Secure SSL email support added and better mail controls inside the Web management. The configuration could be a little easier to understand as far as rules and responses go but the support team will help you get it to do what you need.
6 years ago
Thank you for the feedback Scott - we're happy to hear how happy you are with our product and support! The latest version of Issuetrak provides the functionality you're looking for - have you considered working with support and your account manager on upgrading?
IssueTrak for Issue and Project Tracking
We use IssueTrak for multiple functions: to receive and track customer inquiries and requests, to track internal processes, and even as an outreach tool to our stakeholders. IssueTrak supports all those goals, and does it in a very user-friendly and scaleable manner. IssueTrak is very configurable making it ideal for small shops, multiple uses and individualized projects and processes. Support does a good job of understanding your questions/issues, and first level support knows the product well. With the cloud-based version, we require very little internal IT support. The administrators for the tool are within my department, and we can configure it to do everything we've needed so far.
As with any system, there sometimes are "quirks" and work-arounds that are not necessarily well documented. For example, we needed to give some individuals access to items that were not assigned to their departments. You can do that in IssueTrak, but it's through the use of "e-mail notifications" (you can grant individual access, but turn off specific e-mail notifications). We didn't know that by reading the documentation, but it works!
IssueTrak Product Review
Comments: We have been using IssueTrak for about three years now. We began using it as an issue tracking system for company and since it has evolved into so much more! We are now using it for IT/HelpDesk issues, Customer Service, and our VendorHelp platform. Any time we have a problem or need help with something with the site, the support team at IssueTrak is always prompt in assisting. I would recommend this to anyone and give 5/5 stars!
It's super easy to use and extremely functional. Whenever we need assistance with something, the support team is super helpful and fast.
The workflow is sometimes difficult to understand or get around when trying to set a certain user up with certain functionalities.
Our agency uses Issuetrak we have been using them for 9 years
Comments: So easy to use and wonderful support team!
They are constantly listening and improving the software which is wonderful to keeping up with change. The simplicity of using this tools is so easy it takes our departments about 1 hour to learn how to use issuetrak. In about 1 weeks they are well on their way with no issues
We have not complaints about Issuetrak, the only thing I could provide is that we wish that the issues would be a little more intuitive when the same customer submits several times, this would avoid more than one issues opened for the same customer
We have been using Issuetrak for over 5 years
Comments: Overall, Issuetrak is a great tool for use to track and resolve our clients issues.
We are an MSP and repair center and Issuetrak makes it very easy for our clients to place help tickets. The ability to scheduled and generate reports on the fly also helps to find trends check metrics.
The UI could use some work. There is also a small learning curve, so we have to spend some time with new clients to get use to the system.
Very, but very complete and adaptable App for the centralization control, documentation and monitoring of Tickets, process-projects and others.
I love the orientation that has as information repository (trouble shoting and applications), the organization that shows in the escalation of incidents. the way that supports support through emails and calls. The reports, the indicators, one of the best tool for ticket management. 100% recommended
I do not have much against this App, notifications, roles and permissions are a bit rigged, the flexibility in customizing forms (adding fields) and POP messages and windows, tends and can uncontrolled the flow on the screens, is a little slow
Comments: Not only do we use IssueTrak as an IT Helpdesk tracking software, but we've expanded out to tracking Facilities, Human Resources, and Finance requests. We also set up a second installation to manage client referrals for services- using the second install allowed us to separate the confidential data. We've been happy with the flexibility and it's definitely meeting out needs!
documentation of completing requests and steps taken to meet the request.
Issue Trak is a great tool for our use, tracking tech calls and warranty concerns.
Ease of use is the main factor . The ability to customize it for our needs; adding drop down menus, and user defined fields makes it beneficial for tracking and reporting.
Two areas that do the same thing i.e., having a field at the top of the screen to type in an issue number, as well as a menu function for the issue number.
Horrible for anything but canned actions
Small footprint on server and runs on Windows. We didn't have to install some appliance or other modified Linux variation to get the software up and running. Able to leverage our existing SQL and IIS servers when needed.
Functionality, they claim it is highly flexible and has workflow but there is no logic short of a yes no response system. The flexibility for any department outside of a single use is frustrating and process automation only really sends notifications there is no automation but instead reporting of when you completed something. Simple workflow related tasks are non-existent such as creating a new issue to handle a flow item, this causes you to have to try and include all outcomes for a workflow item.
Great product for all IT/helpdesk need
Comments: Issuetrak meets all our IT/helpdesk need. The system is very simple to use; hence it requires no training for the users. The software is flexible that we were able to customize it to fit our needs perfectly. I am most impressed with their customer support team. They are always courteous but most of all, they really know their stuff!
Great sales and support team.
Clean and Professional
Comments: Professional Customer Service
The software is professional and keeps a record of all things billing and customer support related which is very important in my line of business.
I do not have any complaints, the system is great! Everything is up to date and works to my liking.
Easy to use and search for prior issues
I can search for any "keyword", and can easily limit the search based on date, assignee, etc.
Sometimes the search can be slow if I do not limit by a date or other parameter.
IssueTrak has be a great product for us for years and do not see any reason to look for another opti
Comments: Ease of tracking issues in our organization.
Being able to assign calls to groups / people and having the emails sent automatically to the people that need to know the call exists.
At this time it is not working great in Edge.
Good stuff. Solved a bunch of issues we had for years.
Comments: I am spending less time managing issues and more time doing what's important.
It just organizes everything nicely and gets everything out and visible to the submitters and engineers.
It doesn't do everything but what it does do is good. I would like to see engineers have the ability to self assign issues of their choice but still not be able to affect assignment of others.