Issuetrak software


151 reviews(4.5/5)
151 reviews(4.5/5)

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.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 8 , Windows 10

151 Reviews of Issuetrak

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  • Felix from Corporación Estelio

    Specialty: Education

    Number of employees: 11-50 employees

    August 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Elle from Chicago Public Media

    July 2018

    Affordable

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 201-500 employees

    July 2018

    Used daily as a organizational communication routing tool.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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".

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Alicia from Telligen

    Number of employees: 501-1,000 employees

    July 2018

    The program works okay to streamline tasks.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Mary from SC Technical College System

    Specialty: Education

    Number of employees: 201-500 employees

    July 2018

    Website Tracking

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Salman from Catholic Crosscultural Services

    Number of employees: 201-500 employees

    June 2018

    We are easily able to manager our tech requests

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Email to ticket generation
    Assets Management
    Comprehensive reporting
    AD authentication
    AD Self Password reset

    Cons

    We have yet to find cons for this product, this software works according to what we want it to do, so far so good.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Daniel from Spectrum (formerly Time Warner Cable)

    June 2018

    Issuetrak makes issuing support tickets a breeze!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    June 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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).

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Ivan from Smartorganic

    Number of employees: 201-500 employees

    June 2018

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

    Ease-of-use
    Functionality
    Quality
    Support

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Alexis from EverFi

    Number of employees: 201-500 employees

    May 2018

    Functional and tracks the issues

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Zuleima from Universidad Central de Venezuela (UCV)

    May 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Delgado from SIDOR

    May 2018

    Issue Track is very functional and customizable

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Hunter from Bric Project Planning and Time Tracking

    May 2018

    Issuetrak, well, tracks our issues

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    May 2018

    OK Ticketing system

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Bukola from DRS Data Services

    Number of employees: 51-200 employees

    May 2018

    We spend less time organizing.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Bob from Worldview ltd

    Specialty: Insurance

    Number of employees: 51-200 employees

    March 2018

    Basic issue tracker

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Joseph from Common Ground

    Number of employees: 201-500 employees

    March 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jeanine from BakerRipley

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

    February 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Mary from Legislative Counsel Bureau, State of NV

    Number of employees: 201-500 employees

    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-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Nick from Microaire Surgical Instruments

    Number of employees: 51-200 employees

    February 2018

    Good stuff. Solved a bunch of issues we had for years.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I am spending less time managing issues and more time doing what's important.

    Pros

    It just organizes everything nicely and gets everything out and visible to the submitters and engineers.

    Cons

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
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