Issuetrak Software


 

Designed for help desk and customer support staff, Issuetrak provides a solution that includes knowledge management and field service tools in addition to support modules.

This system can be deployed on the cloud or on local servers and is applicable to a variety of industries.

Users of Issuetrak gain access to several different modules to enhance their support teams. With the help desk tool, staff can monitor current activities at all times, assign new issues based on preset preferences to anyone in the organization and define service level agreements and monitor compliance.

Users can also automatically audit, record, and link assets to specific users; and customize their own dashboards to only show relevant metrics.

Within the Customer Support feature, customers have the option to contact the support team or search a knowledge base and can submit service requests or check the status of an existing ticket from any web browser.

 

Issuetrak - Dashboard
 
  • Issuetrak - Dashboard
    Dashboard
  • Issuetrak - Project summary
    Project summary
  • Issuetrak - Report writer
    Report writer
  • Issuetrak - Submit issue
    Submit issue
  • Issuetrak - Unassigned issues
    Unassigned issues
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

11 Reviews of Issuetrak

Showing 1-11 of 11

 

from Alliance Collection Agencies
Specialty: Other services
Number of employees: 101 to 500 employees Employees number: 101 to 500 employees

Horrible for anything but canned actions

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
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Product Quality
Quality
Support
Likes Best

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.

Likes Least

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.

Recommendations

Look elsewhere if you want to use it for more than one department or group to actually utilize the software. We tried their "productivity" version which changes the user base but ran into more problems trying to tie everything in make it work as a workflow management system. If you have complex flows for your change management or other business processes you will not be able to do them properly or as expected.

  Response: , Issuetrak

Date: November -0001

November -0001

 

Justin, we're sorry to hear the software is not working out so well for you. You've been with us a long time -- 10 years!

You mention the process automation "only really sends notifications". It actually does quite a bit more. You can have one task spawn a whole group of other tasks depending on how the task was completed. A task can cancel all remaining tasks if that's appropriate. A task can close the issue. And probably one of the most powerful features is that upon completion, a task can automatically update the substatus. This leads to all kinds of good things!

For example, if the substatus is set to something like "Pending Customer Response", and a note is added by the submitter, then with a business rule you can automatically set the substatus to something else, such as "Pending Review". Substatus rules allow you to automatically respond to a variety of events:

Note Added by anyone
Note Added by someone in the submitter's organization
Issue Assigned
Issue Closed
Issue Escalated
Next Action change

and more.

A lot of our customers like our QuickPicks, which lets you invoke a particular workflow based on common processes within the organization. One customer has a "New Employee" QuickPick, with over 60 tasks, all assigned to various people -- things such as order business cards, set up telephone, create email account, etc. These tasks can be configured to be done serially, so that task one must be complete before task two, or they can be delegated in parallel.

We appreciate Alliance Collections being with us for ten years. I see back in February, 2014 that Tony Lovelace offered you a few hours of consulting services for free. I see Darla replied that you weren't quite ready for it. I'd like to re-extend the offer. Our IssueTrak product has grown a LOT in ten years, and we'd love to have the opportunity to show you how the software can better meet your needs than this review indicates.

All the best,

Hank Luhring
Director of Sales

 
 

from Maillie
Specialty: Accounting
Number of employees: 51 to 100 employees Employees number: 51 to 100 employees

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

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

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

Likes Least

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.

Recommendations

Look at your business needs, but with issuetrak, I was easily able to configure my companies structure(Catagories, Subtype, types of issues),Assets, and I didn't find a workflow that I could not do.

 
 

from ira
Specialty: Other
Number of employees: 51 to 100 employees Employees number: 51 to 100 employees

Issue Trak has saved me thousands of hours.

Ease-of-use

Functionality

Product Quality

Customer Support

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Quality
Support
Likes Best

The support team is absolutely amazing! They are always Professional, Friendly and UNDERSTANDING! the product is straight forward but the setup and install can be overwhelming if you are not an avid SQL user.

Likes Least

getting use to the default mail notifications and how to work for multiple mailboxes

Recommendations

I would recommend others to stop looking around and get Issue Trak

 
 

from TDM
Specialty: Manufacturing
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

10+ year IssueTrak customer for Helpdesk and process management

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

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.

Likes Least

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.

Recommendations

Look at the reporting capabilities first. Much of the benefit of this type of software is being able to identify trends to improve processes.

 
 

from WAM, INC
Specialty: Real Estate
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

Works Well in Multi-Family Management Enviornment

Ease-of-use

Functionality

Product Quality

Ease-of-use
Ease-of-use
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Functionality
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Quality
Support

N/A

Likes Best

Easy to navigate and understand. Not complex or confusing like some other competitor products.

Likes Least

Online will only show a limited number of rows of data when viewing report queries or searches, so excel format has to be downloaded. Not much of an issue though.

Recommendations

It's powerful. Integrate it into your company - you'll be glad you did!

 
 

from College of Menominee Nation
Specialty: Education
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

ALways got a response in a nice amount of time

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
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Functionality
Product Quality
Quality
Support
Likes Best

When you setup the software you can set it up comfortable the way you want it. Easy for everyday use

Likes Least

Sometimes it will send double issues to one email when it is taken care of.

Recommendations

Make sure they are aware of there options and they can setup Issues how they want it. IssueTrak can be intimidated cause of all the information you can put in but overall a great software

 
 

from College of Menominee Nation
Specialty: Education
Number of employees: 2 to 5 employees Employees number: 2 to 5 employees

IT Department's IssueTrak experience

Ease-of-use

Functionality

Product Quality

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N/A

Likes Best

I like the ease of use for our clients whom we have just recently given the ability to submit their own tickets. Many have made the transition from email our department to submitting tickets with ease.

Likes Least

Searching and reporting features are a little complicated for the average user.

Recommendations

Look for the product's capability to envelope what your end result is or what you are trying to accomplish.

 
 

from BHG
Specialty: Healthcare / Medicine
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

Overall Solid Product

Ease-of-use

Functionality

Product Quality

Customer Support

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Product Quality
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Support
Likes Best

Many good functions and some customizable features. Built in KB and escalation rules are nice.

Likes Least

Too many pop-up windows. Seems to be missing a couple key items, like being able to turn off time warnings, and better sorting on certain screens. Could use some customizable logic for email intake (currently only supports a couple hard coded commands, e.g. close ticket). Would be nice to be able to email the system to change the status/substatus of the ticket on the fly.

Recommendations

Consider alternative ways to use built in functionality to achieve your goals. Some of the features are not overly intuitive, so you may have to just dig in and play with what is there to fully understand what you can do with it.

 
 

from County of Chemung
Specialty: Non-Profit
Number of employees: 501 to 1,000 employees Employees number: 501 to 1,000 employees

A Great Product with Fantastic Support!

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
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Functionality
Product Quality
Quality
Support
Likes Best

The support is second to none! The product itself is very versatile. We use it for Help Desk, Asset Management, and issue tracking. The Active Directory integration works seamlessly once configured.

Likes Least

The interface is still a little "clunky". Creating reports from queries that you create takes a little getting used to.

Recommendations

No matter which product you choose, make sure that the support is solid, because you WILL need descent support for at least the first year of using the product.

 
 

from Fidelity Bank
Specialty: Banking
Number of employees: 101 to 500 employees Employees number: 101 to 500 employees

Change Management and IT Ticketing

Ease-of-use

Functionality

Product Quality

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N/A

Likes Best

The product is very flexible and the support has been amazing. All of our experiences have been very positive.

Likes Least

This vendor has been a pleasure to work with and they have made themselves available far above our expectations.

Recommendations

Don't relegate this product into one specific box. This product is capable of doing many things. We implemented change management with an automated workflow, and then implemented a completely separate trouble ticketing system.

 
 

from RCI
Specialty: Maintenance / Field Service
Number of employees: 11 to 20 employees Employees number: 11 to 20 employees

Great product

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Ease-of-use
Functionality
Functionality
Product Quality
Quality
Support
Likes Best

The ease of use and features of the product. Vendor support helped customize needed features for a specific contract

Likes Least

I would say some features can be improved but the core functionality of what is needed is there and new API is great

Recommendations

For evaluation, play with the demo. Make sure it fits with how your organization works and don't look for 100% but at least 90% of required features. No system really has it all.

 
 
 
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