All Issuetrak Reviews
1-25 of 187 Reviews
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Valery
Verified reviewer
Government Administration, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2018
Very good experience, but not excellent. Does a fantastic job at what it's supposed to do.
Resolves the complexity of tracking issues.
PROSQuick, simple, and has plenty of features. Allows for precise control over each issue. Very responsive interface. Has fantastic customer support.
CONSDevelopment 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.
Alexander
Entertainment, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2022
Tracking 23 Organizations at Once
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.
PROSData 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.
CONSThe 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.
Megan
Facilities Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 2020
IssueTrak Review
We track 100's of issues a day. We do have an opportunity to make our system more efficient and could possibly do a better job at doing this. Any issue brought up, we get a prompt response from customer service.
PROSVery customizable. Like the ability to be able to pull raw data sets on anything we need.
CONSDoes not integrate with Financial or 3rd party software without ample time and money invested.
King
Information Technology and Services, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 2017
IssueTrak has allowed me to document and resolve IT requests in a timely manner.
When I was hired as an IT Tech Support for Old Wisconsin Sausage, I was told that all IT requests for assistance was done through email and phone calls. They did not have a ticket system set up for users to submit tickets. This forced me to prioritize and document multiple requests using Microsoft Excel and other applications to help me stay organized. I had many instances of where I would be on my way to assist a user, only to be stopped in the hallway by another user requesting my assistance. I would feel obligated to assist the user in the hallway, because customer service is something I am passionate about and couldn't say no. Other times there was a higher priority that needed my immediate attention, the user I was assisting at the moment could not understand why I was leaving to assist another user when I did not resolve their issue first. IssueTrak has eliminated many of the miscommunication and created a more standardized operating procedures for me. It has allowed me to stay connected with my end users by following up on the many IT requests. IssueTrak is a tool I use daily to deliver excellent customer service in a timely manner. It helps me stay organized and has given my end users confidence that their submitted issues are a priority for me to resolve. When I use IssueTrak, I feel that it helps me go above and beyond for my end users. It's a great software that I will be using for along time. The many features and benefits are plentiful.
PROSThe customization that IssueTrak offers has allowed me to create a "user friendly" software for my end users to submit issue requests. It gives me options to create forms that makes sense to what end users are requesting assistance with. The "quick pick" options allows the user to submit requests just as fast and quickly as sending out an email or calling for assistance. I also like the "Menu Option" that allows me to add internal web applications that our end users use on a daily basis. This allows end users to use IssueTrak as a centralized hub to access internal company files, applications, etc.
CONSAbility to add more than one column on the "submit " page -- This will allow for seeing the whole screen instead of scrolling down. I have used IssueTrak's User Voice feedback website to make suggestions, but it doesn't seem like any of these suggestions are taken into consideration. I've seen many great suggestions submitted 1-2 years ago by other IssueTrak customers and users only to see a feedback of "Received (Under Review)" Please allow or give us the option to add more columns to the submit page. In my opinion it has a very organized and clean look to the interface. The Menu Option is a great feature, but it would be great if we can have certain sites that only a particular group or user can only see. For example, sites that will pertain to certain departments, Human Resource, I.T., Maintenance, etc. As of right now, any department or group can see these sites set up in IssueTrak. Give us the ability to restrict the sites to certain groups.
Elisabeth
Verified reviewer
Computer Software, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2019
Absolutely fantastic issue tracking solution - works great for both staff and customers!!
Issuetrak replaced another system that was not at all customizable and just wasn't meeting our needs. From the start, their team was super helpful with the (really easy) set up and everything that followed. Our customers loved it and so did our entire team.
PROSIssuetrack is great. It works right out of the box but also has tons of customization available. It's one of those rare solutions that your internal team will like as much as your customers do. - customers can login to see all their issues - great email rules you can customize to how your team works and what your customers want - nice set of reports already on board - VERY nice work flows (once we saw these, we used them for EVERYTHING) - If I could rate their own support team higher than a 10, I would. I manage our company's support team, and the Issuetrack support team is my model for how support should treat their customers.
CONSActually nothing. I love it. Our leaving was a cost saving measure (we are using a free product now) and I miss Issuetrak EVERY DAY.
Leslie
Education Management, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2017
I was having trouble with the back button on searches and the technician fixed the problem quickly.
I make my boss happy when I can retrieve the information quickly and set in an excel sheet for reports needed fast. I have become the most valuable employee hired in this department.
PROSI like being able to search for the issues I need for information with fast. I am so busy on the phone and customers that when I need certain information from IssueTrak I don't have to sit and wait. I love the way it allows for a wildcard search. I can relax because this software is exactly what I need to get my job completed every day.
CONSI have been using this software for 12 years now and there is not much I don't like about it. There have been a few bugs but most of them have been fixed over the years. The more I use it, which is every day, the easier it gets. Whenever I have a problem, which is rarely, the fix is quick. The only time I can't relax is when the site goes down, occasionally, usually a server problem.
Bonnie
Verified reviewer
Consumer Goods, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed July 2019
Easy to use for first time Ticket Users
I am part of a small IT team. We often have to coordinate with outside developers and vendors on projects and problems. We often learn tricks and best practices from them. IssueTrak allows us to track the progress and document what we've learned for other team members in the future.
PROSIt is very easy to learn - I had no experience with it in November, and became comfortable with it in just a few days. I especially like the Knowledge Base and Recurring Request features.
CONSIt's not the prettiest GUI. Pasting images always pastes them too large and have to be resized.
Daniel
Verified reviewer
Telecommunications
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed June 2018
Issuetrak makes issuing support tickets a breeze!
Ease of use ticketing system.
PROSI 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.
CONSThe 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.
Nick
Verified reviewer
51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed February 2018
Good stuff. Solved a bunch of issues we had for years.
I am spending less time managing issues and more time doing what's important.
PROSIt just organizes everything nicely and gets everything out and visible to the submitters and engineers.
CONSIt 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.
Delgado
Verified reviewer
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2018
Issue Track is very functional and customizable
The logistics department is more relaxed with the help provided by this platform.
PROSIt 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 !!!!
CONSIt 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.
Alisa
Retail
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
1
Reviewed January 2017
Features and Functionality
One of the features that i currently have an issue with is the integration of O365. We spent hours with your technicians and still couldn't get the issue fixed from over two years ago. Hoping an upgrade to version 10.1 will remedy the situation. Your Survey feature needs to be a little less bland! My company would LOVE to use this more but overall our survey takers find them boring. Give us the option to add more designs, more fonts...just more of everything! And please change the survey result display...gosh add some graphs or piecharts...please!
PROSease of use entering tickets
CONSsurvey needs work need the ability to integrate o365
Vendor Response
Thank you for your feedback, Alisa. Recent improvements to the Incoming Email feature should alleviate the issues you encountered previously. I encourage you to contact our support team at your earliest convenience so they can assist you with the process. They can be reached at +1 (757) 213-1351 M-F 7am-8pm (ET/GMT-5). Regarding your feedback on our Survey module, we take all suggestions seriously and review customer feedback when evaluating future product enhancements. If you have additional feedback you'd like to recommend, we utilize UserVoice to collect and track community submitted ideas for Issuetrak. It can be accessed at https://issuetrak.uservoice.com.
Replied February 2017
Russell
Utilities
Used more than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed September 2015
IssueTrak for Issue and Project Tracking
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.
CONSAs 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!
Caitlin
Real Estate, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2017
IssueTrak Product Review
We have been using IssueTrak for about three years now. We began using it as an issue tracking system for company and since it has evolved into so much more! We are now using it for IT/HelpDesk issues, Customer Service, and our VendorHelp platform. Any time we have a problem or need help with something with the site, the support team at IssueTrak is always prompt in assisting. I would recommend this to anyone and give 5/5 stars!
PROSIt's super easy to use and extremely functional. Whenever we need assistance with something, the support team is super helpful and fast.
CONSThe workflow is sometimes difficult to understand or get around when trying to set a certain user up with certain functionalities.
Rachel
Automotive, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2021
The change management tool we needed!
Issuetrak not only improves my team's communication and prioritization of work, but it also helps keeps us ISO17025 compliant.
PROSThe 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.
CONSIt was difficult to get Active Directory/SSO working correctly during launch. IssueTrack does not play well with large corporate IT cybersecurity policy.
Reason for choosing Issuetrak
Had the features we were looking for, the flexibility to customize and self-manage the site, and the customer support to make it all happen smoothly.
Peter
Aviation & Aerospace, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2023
Issuetrak rocks!
The customer service, professionalism and support is phenomenal.
PROSThe "Bang for the Buck". The amount of features and functions is incredible!
CONSThe only item that I'd like to see worked on is the inability to change or modify some of the "set" fields.
Vendor Response
Thank you for your honest review, Peter! We're happy to hear that you have found Issuetrak to be the best bang for your buck! We've also relayed your feedback about the set fields to our Product team so we can continue improving our software. Thank you again!
Replied February 2023
Judy
Textiles, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2017
The technical support is the best that I have received anywhere.
The ability to analyze repeat issues/concerns and utilize the data to justify IT expense to correct the issue.
PROSThe software is very intuitive and if there is an issue, help is just a phone call or e-mail away. Reports can be easily exported and the variety of extracting data is endless.
CONSI would like the reports to show trend analysis, but that is not a deal breaker. Your reports are easily exported to Excel where you can manipulate the data in any way possible.
Felix
Primary/Secondary Education, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed August 2018
Very, but very complete and adaptable App for the centralization control, documentation and monitoring of Tickets, process-projects and others.
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
CONSI 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
Lynn
Non-Profit Organization Management, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed May 2022
Workflow System
It's a good workflow product and is a temporary electronic storage system for our files
CONSWant 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.
Anonymous
201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed July 2018
Used daily as a organizational communication routing tool.
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.
CONSThe reporting could be a lot better. The reporting options need to be more clearly defined, "how to".
Roland
Banking, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2018
Efficient Help Desk and Support System.
Retrieving information quickly for Decision making is key and this makes my superiors happy anytime am ble to retrieve information quickly. Just try it and you will love it.
PROSA very reliable Help Desk and Support System which gives room for flexibility. very easy to use ones its set up. is very user friendly.
CONShave been using this for a while haven't had a any flaws yet but at times it slows. Aside that this is a fanastic support system and will recommend to any one to try it.
Troy
Oil & Energy, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2017
Verify intuitive issue tracking tool
Issue tracking hence the name Workflow and building repeatable tasks for standard operating procedures
PROSEasy to administer and configure Good rich feature set and customization Customer support is excellent
CONSWould be nice to have a custom landing screen, for self help. It would be nice to support concurrent licensing
Brenda
Hospitality
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2016
Great Ticketing System and more!
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.
PROSThe 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.
CONSReally no cons about this product.
Sandi
Computer Software, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2017
IssueTrak Review
IssueTrak is #1 in my book.
PROSKnowledge Base, sends out email and text alerts when a new issue comes in, and the Support people are THE BEST! Having a database there of all OPEN and CLOSED issues. The ability to send out mass emails to all users.
Mary
Government Administration, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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.
PROSBeing able to assign calls to groups / people and having the emails sent automatically to the people that need to know the call exists.
CONSAt this time it is not working great in Edge.
Gary
Higher Education, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
FUNCTIONALITY
4
Reviewed October 2021
Easy to use and search for prior issues
I can search for any "keyword", and can easily limit the search based on date, assignee, etc.
CONSSometimes the search can be slow if I do not limit by a date or other parameter.