Issuetrak

Issue tracking software for help desk and customer service

About Issuetrak

IssueTrak is a high performance issue tracking and business process management software with a 20-year track record of successful deployment for thousands of companies world-wide in IT, Healthcare, Finance, Hospitality, Government, Military, and non-profit organizations. Customers include Ralph Lauren, Pepsi, UPS, Verizon, U.S. Dept. of Defense and Raytheon.

The software allows you to automatically assign new issues based on your preferences and saves time with pre-filled forms for recurring issues you define. You can assign tasks to anyone in your organization, create new tasks, or select a predefined group of tasks to add to an issue. Issues arriving via email are instantly tracked based on content and automatically assigned with all subsequent correspondence auto-saved inside of the same issue.

SLA's are defined and monitored with email alerts for approaching deadlines. Performance metrics are quickly reviewed in a customized dashboard based on KPI's you select.

Audit, record, and maintain data on IT assets automatically with assets linked to specific users or users to assets. Asset search or built-in reports allows you to quickly locate items, detect trends, and retrieve detailed information about your IT and non-It assets.

Key benefits of Issuetrak

  • Delegate pre-defined and ad-hoc actions using tasks
  • Keep submitters, assignees, and other stakeholders updated via email
  • Installation and deployment in less than 30 minutes
  • Mobile accessible dashboard provides extensive summary of activities you choose to monitor
  • Knowledge Base allows your users to view solutions and resolve issues themselves freeing up your time
  • Customize your own drop-down menus, text and date fields, user and organization records that you designate as required or private

  • Devices

    Business size

    S M L

    Markets

    Australia, Brazil, Canada, Germany, United Kingdom and 4 others, India, Japan, Mexico, United States

    Images

    Issuetrak Homepage
    Dashboard - IssueTrak
    Project summary - IssueTrak
    Submit Issue - IssueTrak
    View 5 more
    Issuetrak screenshot: Issuetrak Homepage Issuetrak screenshot: Dashboard - IssueTrak Issuetrak screenshot: Project summary - IssueTrak Issuetrak screenshot: Submit Issue - IssueTrak

    Features

    Total features of Issuetrak: 47

    • API
    • Alerts / Escalation
    • Appointment Management
    • Approval Workflow
    • Assignment Management
    • Audit Trail
    • Automated Routing
    • Call Centre Management
    • Case Management
    • Complaint Management
    • Compliance Management
    • Corrective and Preventive Actions (CAPA)
    • Customer Complaint Tracking
    • Customer Database
    • Customisable Branding
    • Dashboard
    • Document Storage
    • Email Management
    • Feedback Management
    • Forms Management
    • IT Asset Management
    • Interaction Tracking
    • Issue Auditing
    • Issue Scheduling
    • Issue Tracking
    • Knowledge Base Management
    • Live Chat
    • Monitoring
    • Multi-Channel Communication
    • Network Monitoring
    • Performance Metrics
    • Prioritisation
    • Project Management
    • Quality Assurance
    • Queue Management
    • Real-Time Chat
    • Recurring Issues
    • Reporting/Analytics
    • Routing
    • Self Service Portal
    • Service Level Agreement (SLA) Management
    • Support Ticket Management
    • Survey/Poll Management
    • Surveys & Feedback
    • Task Management
    • Ticket Management
    • Workflow Management

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    Reviews

    Overall rating

    4.5 /5
    (154)
    Value for Money
    4.5/5
    Features
    4.4/5
    Ease of Use
    4.4/5
    Customer Support
    4.7/5

    Already have Issuetrak?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

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    Showing 5 reviews of 154
    Valery K.
    Overall rating
    • Industry: Government Administration
    • Company size: 201-500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Very good experience, but not excellent. Does a fantastic job at what it's supposed to do.

    Reviewed on 8/02/2018

    Resolves the complexity of tracking issues.

    Resolves the complexity of tracking issues.

    Pros

    Quick, simple, and has plenty of features. Allows for precise control over each issue. Very responsive interface. Has fantastic customer support.

    Cons

    Development 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.

    King L.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 501-1,000 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    IssueTrak has allowed me to document and resolve IT requests in a timely manner.

    Reviewed on 9/11/2017

    When I was hired as an IT Tech Support for Old Wisconsin Sausage, I was told that all IT requests...

    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.

    Pros

    The 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.

    Cons

    Ability 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.

    Justin E.
    Overall rating
    • Industry: Management Consulting
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support
    • Likelihood to recommend 3.0 /10

    Horrible for anything but canned actions

    Reviewed on 30/09/2015

    Pros

    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.

    Cons

    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.

    Chad M.
    Overall rating
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support

    Maillie Review of cloud base issuetrak - Chad Mohr

    Reviewed on 16/03/2015

    Before I was hired, Maillie was using no help desk software at all. We are a 100 person small...

    Before I was hired, Maillie was using no help desk software at all. We are a 100 person small accounting firm. I came from a 400 person pharma company in which I used and configured 4 help desk software before. I have used before Remedy, HP service center, Cherwell, Lifetime, and Frontrange ITSM. I am ITIL v3 certified and this product helps follow some of the ITIL methodologies. We trialed 8 hd systems. I deployed IssueTrak cloud to Maillie at end of Sept 2014. Our employees are gravitating to the system, we now average about 200 issues a month. The pros are:-easy setup/configuration. I did our company configuration needs in about 2 weeks, with the setup of mostly issue types and subtypes. The setup training was easy to follow and I didn't need all the hours. I revisited the hours when I was ready to make templates/forms for things like New Hire Requests. Sync to AD worked after you get the certificate loaded properly. We are using the asset trackpc.exe which pulls from a batch file at login the client and server machines info. Reports have been easy to generate and export to excel. We use tasks for access approval, software request, hardware request and change control. We now know who is approving it and when. Creating a kb article from a ticket is easy. Escalating an issues to a global issue and then linking issues to that global is very easy and it closes and updates notes with any modifications from that global issue. IssueTrak Support has been quick, effective and easy to talk to. I can tell IssueTrak invests money and time into their product they do take suggestions from their clients. The Cons are: sometimes a lot of windows get opened and then it's difficult to find screen you need. Everything works downwards on the page, the more fields you add the lengthier it gets. Be nice if you could just make fields go in open spaces on the page. When submitting an issue you should fill it out from top to bottom because if you have any custom screens, it changes the screen and fields below then are wiped.IE settings have to be set to show content. If two people have the same issue open, the last save takes presidents. Devices that cannot run trackpc.exe need to be entered. When submitting an issue, it would be nice if it automatically suggested a kb and not have to click the KB link which takes you away.
    OVERALL, I am very pleased with IssueTrak and I would recommend it to anyone because it makes configuring, deploying and using hd software easier.

    Response from Issuetrak

    Chad, Great product review. Regarding the request to have IssueTrak automatically suggest a KB solution....I've seen that functionality demonstrated in a recent developers meeting. Just saying.... Customer feedback really does help define the product. Thanks again, Tony

    Elisabeth H.
    Overall rating
    • Industry: Computer Software
    • Company size: 11-50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Absolutely fantastic issue tracking solution - works great for both staff and customers!!

    Reviewed on 3/05/2019

    Issuetrak replaced another system that was not at all customizable and just wasn't meeting our...

    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.

    Pros

    Issuetrack 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.

    Cons

    Actually nothing. I love it. Our leaving was a cost saving measure (we are using a free product now) and I miss Issuetrak EVERY DAY.

    Showing 5 reviews of 154 Read all reviews

    Issuetrak FAQs

    Below are some frequently asked questions for Issuetrak.

    Issuetrak offers the following pricing plans:

    • Starting from: US$100.00/month
    • Pricing model: Subscription
    • Free Trial: Available

    The software with the most features for your money. The price for the IssueTrak is based on the number of Licensed Users you require and the type of solution you choose. The Service Desk Licensing Model is used when a select group of Licensed Users are providing support to Free Users. This model is used for IT Help Desk, Service Desk, and Customer Support applications. The IssueTrak Annual License is a yearly, renewable license for customers who run a premise (local) solution of IssueTrak.

    We do not have any information about Issuetrak features

    Issuetrak has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

    We do not have any information about what languages Issuetrak supports

    Issuetrak supports the following devices:

    We do not have any information about what integrations Issuetrak has

    Issuetrak offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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