Issuetrak Reviews

Very good experience, but not excellent. Does a fantastic job at what it's supposed to do.

Comments: Resolves the complexity of tracking issues.

Pros:

Quick, simple, and has plenty of features. Allows for precise control over each issue. Very responsive interface. Has fantastic customer support.

Cons:

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.

Tracking 23 Organizations at Once

Comments: Very positive. This is the thing that keeps us moving. I was with this company a decade ago before Issuetrak and recently came back as a manager. Let me tell you, this software has revolutionized our technical department.

Pros:

Data tracking, hands down. I can research past issues with confidence. It takes a bit of management to keep people from being lazy when entering tickets, but when all the information is there this becomes a very powerful tool that can be used to track day to day problems, but it can also compile them over years to see larger trends that otherwise would have gone unnoticed. It also helps me and others cover our bases and provide evidence to either support or refute vague claims that otherwise would be anecdotal in nature.

Cons:

The search function can, at times, can feel clunky. It's not bad, but if you are asking me to pick nits here, this would be it. One annoyance is searching users, where I have to pick between active or non-active. I don't know why I can't search both at the same time, which would speed up my process. Also it seems like the main search tool at the top could be a little more robust. I almost never come up with anything useful out of it as I think it only looks at subject line searches. When searching names or terms often times the search gets confused by one letter or capital difference. I feel like to be truly effective the search function could have more intelligence (speaking from a place of not knowing at all how that works). This is not a con, but in my opinion the mobile settings are not sufficient for use on the phone. As we move further and further remote in our jobs, it would be very handy to have an Issuetrak app. A dedicated mobile device application that is not through the web browser would elevate this experience ten fold if done properly. As of right now I use Issuetrak almost exclusively on my PC, but I could see the benefits of a mobile experience, keeping notifications within the app and reducing email accumulation. Right now I basically ignore Issuetrak when traveling, and it would be wonderful if this didn't have to be the case.

Horrible for anything but canned actions

Pros:

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.

Cons:

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 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.

Pros:

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.

Cons:

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.

Issuetrak for SaaS Customer Support Management

Comments: Our overall experience with Issuetrak has been wonderful. It enables our teams to focus on development and management while providing full-service support to our customers.

Pros:

As a medium sized business developing and maintaining Software as a Service application for Federal, State, and Local governments, our ability to leverage Issuetrak as a full-fledged issue ticket management and help desk system is critical to our operations. Our customers appreciate the full-service ticketing system and feel they're being treated professionally.

Cons:

Issuetrak has a definite learning curve. Because of its high extensibility and customization, it is very easy to get lost in the options. However, Issuetrak trainers and support personnel are extremely helpful and quick to respond.

It's like having a swiss army knife for business management

Pros:

Issuetrak has a great workflow, with easy to set up templates, this allows us to manage requests in a timely manner and get tickets assigned to the correct person and closed in a reasonable amount of time.

Cons:

It does time you out rather quickly, it would be nice to be able to keep it open and not have t keep signing in every time I need to respond to a ticket

Perfect Tool

Comments: We would have a more difficult time with communication with our clients without this central tool for our business.

Pros:

Integration into our business was very easy. It is a perfect tool to manage issues when there are many irons in the fire and many people that are involved. It is a perfect tool to know exactly what is going on with our clients at any time. Including issues from years ago that may have become relevant again.

Cons:

In our experience the report creator is not as intuitive when creating reports. There is certain information we are wanting and the view is not available.

Workflow System

Pros:

It's a good workflow product and is a temporary electronic storage system for our files

Cons:

Want to be able to customize it more. Need to be able to rename attachments and easily merge them to another issue. Would also like to pick and choose attachments when emailing from the issue.

Issuetrak Application review

Comments: I have had very positive experiences with support for application development\training to support. Very fast in getting questions\issues resovled.

Pros:

Ease of adding work orders and tracking what has been submitted.

Cons:

Admin features are sometimes hard to find a component where you want to add or edit an option

Issuetrak

Comments: I was introduced to it over a year ago, and found it to be very useful.

Pros:

Issuetrack is easy to use and it does what we need.

Cons:

I like all aspects of Issuetrack. It keeps me on point with customer issues.

Robustness in an Affordable Package

Comments: 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!!!! Tom Moss
General Manager
Columbia Industries LLC

Pros:

Flexible Adaptable User-friendly

Cons:

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.

Pros:

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!

Cons:

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.

The change management tool we needed!

Comments: Issuetrak not only improves my team's communication and prioritization of work, but it also helps keeps us ISO17025 compliant.

Pros:

The product is user friendly, has great visuals in the Dashboard, and has the ability to automate notifications. The training sessions and site configuration sessions with Issuetrak were key to a successful product launch at our facility.

Cons:

It was difficult to get Active Directory/SSO working correctly during launch. IssueTrack does not play well with large corporate IT cybersecurity policy.

Great Ticketing System and more!

Comments: We have used Issuetrak for 7 years and it is the most reliable ticketing system I have ever used. It's a great product for tracking, escalating and creating tickets.

Pros:

The ease of use. First off it's easy to setup and maintain. Once it is setup it's like set it and forget it. It just works.

Cons:

Really no cons about this product.

Flexible, feature-complete issue tracking and customer support product

Comments: Our organization uses IssueTrak for Helpdesk/IT issues to provide top-notch customer service, including the use of the Asset Management and Surveys modules and the Dashboard, Knowledge Base, and Projects features quite extensively. We have found IssueTrak to be quite capable of fulfilling all of our needs in these areas.

Pros:

Stability, web-based, AD authentication, available features, optional modules, customizability

Cons:

Occasional problems with KB articles not being editable after creation

ToDo Lists

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!

Pros:

documentation of completing requests and steps taken to meet the request.

I was contacted shortly after submitting a request for help suggesting a solution to try.

Pros:

It is great for tracking past and present issues. I use it every day and like that I can do a search of past issues to see resolutions.

Cons:

I wish I could have the Department listed when I receive an email notification of a new issue that has been submitted. Other than that, the software is a great asset.

Verify intuitive issue tracking tool

Comments: Issue tracking hence the name
Workflow and building repeatable tasks for standard operating procedures

Pros:

Easy to administer and configure Good rich feature set and customization Customer support is excellent

Cons:

Would be nice to have a custom landing screen, for self help. It would be nice to support concurrent licensing

I've used Issuetrak daily for the past 3 years as part of my job. It's never failed us.

Comments: Well, it's what my company uses so I get to do my job.

Pros:

The cloud based option. I'm on call every 5 weeks, so being able to check tickets from anywhere is a nice. Keeps me on top of things.

Cons:

Having to click 3 times to close a ticket. Needs to be a tick box and a close button for multiple items.

Clean and Professional

Comments: Professional Customer Service

Pros:

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.

Cons:

I do not have any complaints, the system is great! Everything is up to date and works to my liking.

10+ year IssueTrak customer for Helpdesk and process management

Pros:

IssueTrak is easy to set up and use right away with many different configurations. It has supported any process we have set it up to support. The vendor has been extremely easy to work with and responsive to both technical and process questions and feedback.

Cons:

We often find that we need to develop our own reports and queries to get at the information we need to manage our help desk staff and processes. While it's fairly simple to do via IssueTrak functionality, it can sometimes be time consuming. The "canned" reports are good for an overview.

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.

Pros:

Being able to assign calls to groups / people and having the emails sent automatically to the people that need to know the call exists.

Cons:

At this time it is not working great in Edge.

Overall the product provides what we needed.

Comments: Tracking of users' technical issues

Pros:

Customise able AD connect Multi Organisation capable Asset Management Module Knowledge Base Module

Cons:

Reporting functionality could be made better for ease of use Asset Management Module could be made better to gather systems info

A+, I have used/configured numerous help desk softwares,its at the top

Pros:

I love the easy of use in all parts, from issue tracking, reports, asset tracking, and configuring

Cons:

It would be nice if the knowledge base would be more actionable, currently to look at the knowledge base you have to click or open to go to another screen, it would be nice if when your typing an incident it would bring up in a popup releated kb articles or other incidents, instead of searching them. I also don't like that you tend to get a lot of windows up, sometimes gets confusing.

IssueTrak Review

Pros:

Whenever an issue gets submitted it will send out a text to each of our cellphones with the IssueTrak number and the name of the person submitting the issue. We can then go into the IssueTrak software and look up the details of the issue.

Cons:

I haven't found any areas that I dislike or least like.