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.

The 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.

Dashboard
Dashboard

Dashboard

Project summary

Project summary

Report writer

Report writer

Submit issue

Submit issue

Unassigned issues

Unassigned issues

Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 8, Windows 10



152 Reviews of Issuetrak

Overall rating

4.5 / 5 stars

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Showing 1 - 20 of 152 reviews

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Salman from Catholic Crosscultural Services

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Simple and Effective

Solves end-users needs to submit their requests quickly, also IT Admins can better track all the requests and report.

Pros

The ability to customise the software to meet our needs
Report generator tool is pretty extensive
Email to ticket, made end-users life easier
Overall a decent product

Cons

Installation is bit tricky
Only search users beginning with last name of the user, some time can be annoying
As an admin when I send reply to tickets it goes using my personal work email rather than the support email, I constantly have to cc support email and advise users to Reply All when sending replies.

Review Source: Capterra
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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Issuetrak keeps your support team on TRAK

Pros

The easy setup for a trial run. Once bought, the setup and training was informative and easily scheduled.
Once going live, the administration tasks are fairly easy to find, user base seems to enjoy the software as well.

Cons

It could use a more modern look. The asset tracking part is a little hard to navigate. Needs an IOS/Android app.

Review Source: Capterra

Felix from Corporación Estelio

Industry:  Education

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

August 2018

Very, but very complete and adaptable App for the centralization control, documentation and monitoring of Tickets, process-projects and others.

Pros

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

Cons

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

Review Source

Elle from Chicago Public Media

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Affordable

Pros

Easy to use. Great product with built in excellent tools that help manage service requests. Priced fairly.

Cons

Can be slow... A few bugs time to time. Overall works well. Everyone seems to think it is worth keeping.

Review Source: Capterra
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Verified Reviewer

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Used daily as a organizational communication routing tool.

Pros

Used daily as a organizational communication routing tool. I like going to a single location to document and having the data routed as needed to the appropriate recipients. I like the escalation process built in.

Cons

The reporting could be a lot better. The reporting options need to be more clearly defined, "how to".

Review Source: Capterra

Alicia from Telligen

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

The program works okay to streamline tasks.

If you need a way to have tasks assigned to the correct area within your corporation, this may be the tool for you!

Pros

We had a lot of success using this program to organize our tasks. It refers the task to the correct location, which is great. Edits of the referrals are very easy too.

Cons

It can be a little difficult to use. Assigning a task to the correct location takes a little learning also.

Review Source: Capterra

Mary from SC Technical College System

Industry:  Education

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

July 2018

Website Tracking

Pros

I use this website to help track my Real Estate website on how much traffic is coming through. It works and keeps it simple.

Cons

A month is a bit steep for the level of functionality received. There are free programs out there that do just as good a job.

Review Source

Daniel from Spectrum (formerly Time Warner Cable)

Ease-of-use

Value for money

Customer support

Functionality

June 2018

Issuetrak makes issuing support tickets a breeze!

Ease of use ticketing system.

Pros

I love the ease of creating tickets for issues that I need to resolve. I also use this software to resolve tickets that were submitted by other users. The software has a nice simple layout which makes it look clean and not cluttered.

Cons

The layout could be updated with a new look to give users a modern feel. The current look is a little out of date for current software userfaces.

Review Source: Capterra
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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

June 2018

We used it for end user issues tracking at active phase of the project

We've got some experience how to set up better process for our end-users issues tracking

Pros

What I liked the most is ability to configure custom processes per team.
Also if team-specific setup worked good for single team, it was easy to share it with other teams.
Most of our clients liked escalation feature. As we were a small team, sometimes reminder that some issue is on hold is too long on hold worked as additional motivational factor.
We also liked a feature, that allowed to set up custom rules for issues assignment. E.g. if someone is good at something or someone's action/approval is the first step of something, some kind of issues goes to him/her automatically.

Cons

They are good when you use only current set of features and experience no issues.
As soon as you experience an issue or wait for their software upgrade, timelines are really unpredictable (company has been working at different pace allover the time).

Review Source: Capterra

Ivan from Smartorganic

Number of employees:  201-500 employees

Ease-of-use

Customer support

Functionality

June 2018

Core part of our IT support - I love the way it categorizes the different issues.

As I mentioned IssueTrak help us to communicate with our customers more efficiently. The response time dropped.

Pros

Cost effective solution compared to the others on the market. It give us great value for the money - the response time dropped drastically. Now we are able to assist to our customers promptly and efficiently. I can track tickets and provide info related to other departments without even having to pick up the phone.

Cons

I would like to see more from the mobile version. Also it takes more time to set the system generated emails to the end users.

Review Source: Capterra

Alexis from EverFi

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Functional and tracks the issues

Pros

It is really easy to use and is good for auto-assigning and helping out our smaller sized IT team with solving and making workflow easy.

Cons

Sometimes it is not fully compatible with chrome, so it can be difficult since I work through google chrome a lot.

Review Source: Capterra

Zuleima from Universidad Central de Venezuela (UCV)

Ease-of-use

Value for money

Customer support

Functionality

May 2018

This software has been essential for my business to speed things up and know them

Pros

I love this application and how it fascilita me and streamlines the process of managing complaints; leaving me satisfied as a user and also to my clients for the attention provided

Cons

It is such a practical tool that I have no complaints or criticisms about this software. It is very easy to use and efficient

Review Source: Capterra

Delgado from SIDOR

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Issue Track is very functional and customizable

The logistics department is more relaxed with the help provided by this platform.

Pros

It has excellent tools for order control, it is a great help for the company's logistic department, it is easy to use and very customizable. A good customer service and technical support, we will continue using it !!!!

Cons

It is an incredible platform, but it will help us more if the custom fields are added automatically at the end of each search, we hope they improve this so that they are practical.

Review Source: Capterra

Hunter from Bric Project Planning and Time Tracking

Ease-of-use

Value for money

Customer support

Functionality

May 2018

Issuetrak, well, tracks our issues

Pros

Our IT development team spends a lot of time going through feature requests and bugs. Issuetrak makes it easy to track the issues.

Cons

We're still looking for competitors and they still seemed to offer more. Could use a price vs feature adjustment.

Review Source: Capterra
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Verified Reviewer

Ease-of-use

Value for money

Customer support

Functionality

May 2018

OK Ticketing system

Pros

Not best application, has lots of issues.
but yet simple and easy to use. Will get the job done for small organization.

Cons

Not best application, has lots of issues.
but yet simple and easy to use. Will get the job done for small organization.

Review Source: Capterra

Bukola from DRS Data Services

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

May 2018

We spend less time organizing.

Pros

Issuetrak helps my team track requests ,issues and tickets with features like auto-assignment, at-a-glance dashboard metrics, user-defined fields,custom forms ,detailed reporting, custom-forms etc. I like that we are allowed to either deploy in the cloud or in-house.
We are able to submit tickets via web form, mobile,email, web form, or web portal. Ability to define our work-flow with simple task lists or complex branching is a blessing to our daily work activity. Issuetrak is highly customizable and supports quick implementation, with an easy to navigate user interface.

Cons

From my personal experience ,Issuetrack is not fully compatible with Google Chrome ; which is my favourite web browser. When I open different web links within the Issuetrack program, it opens my link on a new Chrome window ,instead of a new tab.

Review Source: Capterra

Bob from Worldview ltd

Industry:  Insurance

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

March 2018

Basic issue tracker

Pros

The functionality is basic but it is great for storing knowledge base type solutions that can be associated with issues experiences on the job.

Cons

Use it for supporting our software and it allows for tracking all the needed information about an issue, however, the basic functionality limits the potential.

Review Source

Joseph from Common Ground

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

March 2018

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.

Review Source: Capterra

Jeanine from BakerRipley

Number of employees:  1,001-5,000 employees

Ease-of-use

Value for money

Customer support

Functionality

February 2018

Our agency uses Issuetrak we have been using them for 9 years

So easy to use and wonderful support team!

Pros

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

Cons

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

Review Source: Capterra

Mary from Legislative Counsel Bureau, State of NV

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

February 2018

IssueTrak has be a great product for us for years and do not see any reason to look for another opti

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.

Review Source: Capterra

Displaying 1 - 20 of 152 reviews