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.
Bruce from Spartanburg Community College
Easy to contact and they have a genuine interest in helping in any way. Very friendly.
It's not free.
But it is full value and has a low TCO. We install it on our own virtual servers.
Get it today...
The sooner you get started with this product, the sooner you can begin to take charge of your support ticketing. Also, the Asset Management feature is very useful for tracking devices and the software on them.
Kevin from Entertainment Cruises
The software is highly configurable and intuitive. The vendor is responsive and supportive of enhancement requests.
The product design is a bit dated. It also does not translate well to mobile.
update to more current look, introduce mobile responsive and native design.
Justin from Alliance Collection Agencies
Specialty: Other services
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.
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
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
Next Action change
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,
Director of Sales
Maria from South Allegheny School District
Program runs smooth with little maintenance. We use it for help ticketing and inventory. The cost is very reasonable and it works great from mobile phones and ipads.
I wish it would find printers automatically. We don't have many so its not a huge problem, but would be necessary for a bigger company.
Testing live is critical. Many claims are made and do not work as well in production.
Sandi from Cane Garden Software
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.
I haven't found any areas that I dislike or least like.
Go with what's best and IssueTrak was the best that I found while evaluating something to log and keep a record of what is going on with the software.
Russell from Southwest Power Pool
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!
While different from other solutions that we considered, IssueTrak's pricing strategy of only charging for advanced licenses (required to assign or be assigned a ticket, submitting tickets on behalf of others, and accessing administrative functions) makes it extremely affordable for most organizations.
Chad from Maillie
I love the easy of use in all parts, from issue tracking, reports, asset tracking, and configuring
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.
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.
Phill from ira
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.
getting use to the default mail notifications and how to work for multiple mailboxes
I would recommend others to stop looking around and get Issue Trak
Chris from TDM
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.
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.
Look at the reporting capabilities first. Much of the benefit of this type of software is being able to identify trends to improve processes.
Jent from WAM, INC
Specialty: Real Estate
Easy to navigate and understand. Not complex or confusing like some other competitor products.
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.
It's powerful. Integrate it into your company - you'll be glad you did!
Joyce from College of Menominee Nation
When you setup the software you can set it up comfortable the way you want it. Easy for everyday use
Sometimes it will send double issues to one email when it is taken care of.
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
Portia from College of Menominee Nation
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.
Searching and reporting features are a little complicated for the average user.
Look for the product's capability to envelope what your end result is or what you are trying to accomplish.
Sean from BHG
Specialty: Healthcare / Medicine
Many good functions and some customizable features. Built in KB and escalation rules are nice.
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.
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.
Tom from County of Chemung
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.
The interface is still a little "clunky". Creating reports from queries that you create takes a little getting used to.
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.
Greg from Fidelity Bank
The product is very flexible and the support has been amazing. All of our experiences have been very positive.
This vendor has been a pleasure to work with and they have made themselves available far above our expectations.
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.
Sequoia from RCI
Specialty: Maintenance / Field Service
The ease of use and features of the product. Vendor support helped customize needed features for a specific contract
I would say some features can be improved but the core functionality of what is needed is there and new API is great
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.