Issuetrak Reviews

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

Comments: 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.

Issuetrak Customer Support for SaaS Development Company

Comments: Issuetrak is invaluable in supporting our customers and clients, as well as managing user requests, feature change requirements, and development progress.Issuetrak customer support is top notch; professional services team and developers are always available to help us and know the system throughout. Our Issuetrak account manager is in regular contact with us to ensure we have everything we need to provide the best service to our customers!

Pros:

Ticket notes and tasks. Secure relevant ticket access for customers and clients.

Cons:

Multiple feature sets can be overwhelming and complicated to set-up and integrate within the system.

I use issuetrak on a daily basis to submit tickets to other departments so things can be processed

Comments: The ability to communicate and get information to other teams

Pros:

I like that I do not have to reach out to other departments nor does the customer to get this fixed. I can submit a ticket and they will correct the issue, or pass along the information to the correct team. It helps me to be as efficient as possible.

Cons:

I do not like how often it doesn't route properly. It is supposed to be auto filled with what area in our system it's going to, and if it's not it makes it really difficult to ensure it's getting where it needs to go.

Issue track is the best issue tracking system that we have ever used

Comments: Over all the issue track has always been responsive and able to help us with friendly, professional , and knowledgeable team. they have always good to follow up to make sure all your needs have been met.

Pros:

The best part to the issue tracking is that you can configure the system to fit your needs. Even better, if your business changes, then you can adjust the system to make it fit the new perimeters of your business. This is huge for us.

Cons:

Their continued follow up to make sure I was caught up on the homework I needed to do.

Alternatives Considered: Freshservice, ServiceNow and Zendesk Suite

Reasons for Switching to Issuetrak: because of the way we can configure to our needs, and change the configuration as our needs change.

Issuetrak Reveiw

Comments: Using them now is the second time I used them. Once in my previous job and now here. In my previous job I switched from them to SysAid - and in my present job I switched from SysAid to Issuetrak. I did this because Issuetrak offered me greater flexibility to manage various cost centers within a single application in the most efficient and usable fashion.

Pros:

The ability to segment my customer base to the responsible departments. Quickly see the overall view to manage my staff and responses to give outstanding customer service.

Cons:

Have yet to find any major flaws thta were not able to be resolved by some method.

Painless Onboarding!

Comments: Friendly & knowledgeable team at Issuetrak made for an awesome overall experience!

Pros:

Issuetrak's onboarding Team is with you from start to finish. Deployment is a breeze!

Cons:

There can be a lot of configuration options, so it's best to first focus on core functionality.

Lifesaver

Comments: Overall the staff has been professional, friendly and knowledgeable.

Pros:

Issuetrak has been a lifesaver, cutting down on continues hours of data entry.From building the data base for our needs, to the customer support team for questions the staff has been professional, friendly and knowledgeable.

Cons:

It took sometime ironing out our processes but it was a true team effort!

Great product and amazing support. IssueTrak Support is always just a phone call away.

Comments: Asset management, Helpdesk ticketing solution, Auditing assets to verify software updates are complete, Reporting, Surveys, a good all around solution that is customize-able and affordable.

Pros:

Easy customize-able solution for tracking issues, assets, billing, and surveys. Pricing setup so that you can pick which features you need and can really customize to suit the needs of your organization. Anytime I find something I feel IssueTrak can improve on or do better they are always there to listen and have a community of IssueTrak users to really listen to their customers. They go above and beyond in this area truly and are a pleasure to work with.

Cons:

Not able to Scan/Audit Non-Windows devices (luckily for us that is a minor detail). Locations are a little weird for a single site location such as an educational institution but it works. Just takes a bit of learning how the system functions.

Verland Organization

Comments: New user

Pros:

The ease of use and the multiple bolt on applications that are available.

Cons:

I can't think of any cons as yet. We are in the implementation and training stages for the product.

Thales TCT review

Pros:

The ease of deployment and the licensing scheme

Cons:

inability to provide announcements to customers

Robustness in an Affordable Package

Comments: I have been using Issuetrak now for about 5 years. Until recently I only used it for managing tasks for my manufacturing group. I wanted them to be able to have a place that flowed their work on non-repetitive tasks. What I found however went way beyond my original expectations. Issuetrak has used the customer's voice to evolve over the last few years. It has made itself more user-friendly, more adaptable, and more relevant to industries that aren't traditional help desks. We have taken those improvements, and have put in place a system the helps us manage the workflow of IT, Engineering, Accounting, Manufacturing, Customer Service and even our sales force. We have been able to create customized tools and screens that consolidate or data in one location. Whether it is requests for engineering change orders, travel documentation and reporting for our field service technicians, customer support of sales quoting, or quote to shipment of customer orders. We seem to find new ways to use it everyday. I could go on and on, but suffice it to say for the price, this gem is amazing. I recommend it to anyone who will listen, and I look forward to the new ways Issuetrak will morph to support its users. Keep up the outstanding work!!!! Tom Moss
General Manager
Columbia Industries LLC

Pros:

Flexible Adaptable User-friendly

Cons:

The screens could still use some work to make them completely custom. While some fields may need to be mandatory, it would be nice if they didn't need to show on the issue itself.

Not enough stars

Comments: Although I rate Issuetrak highly, by star reckoning, all categories look equally strong. This is not the case. Where these folk truly shine is in the Customer Support arena. These guys rock! And, they use their own software. Submitting an issue with them is just like what we do in our office. And seeing how they use their product gives us a better understanding how we may do things. Its great!
Please forgive my hasty opinions. I've only been using their product for almost 20 years. I could be wrong. BTW: We're hosted in the cloud now. Yeeha!

Pros:

Its hosted.

Cons:

When searching issues, cannot click back button. Must start search all over. ASP programming scares me a little in this decade. Glad it is in the cloud for our security sake.

It's like having a swiss army knife for business management

Pros:

Issuetrak has a great workflow, with easy to set up templates, this allows us to manage requests in a timely manner and get tickets assigned to the correct person and closed in a reasonable amount of time.

Cons:

It does time you out rather quickly, it would be nice to be able to keep it open and not have t keep signing in every time I need to respond to a ticket

Perfect Tool

Comments: We would have a more difficult time with communication with our clients without this central tool for our business.

Pros:

Integration into our business was very easy. It is a perfect tool to manage issues when there are many irons in the fire and many people that are involved. It is a perfect tool to know exactly what is going on with our clients at any time. Including issues from years ago that may have become relevant again.

Cons:

In our experience the report creator is not as intuitive when creating reports. There is certain information we are wanting and the view is not available.

Simple and Effective

Comments: 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.

without a doubt the best in the business

Comments: it tracks every issue in our business. we rely on it all day long, 7 days a week and tickets open whether done by email or phone.

Pros:

how easy it is to use and the support staff. they are always friendly and willing to go above and beyond to address my issue. i may call them for help 1 or 2 times a year. that is how great the product is

Cons:

the asset tracking needs help. it does not clean itself up and the tools to work on it all have to be done in SQL instead of a gui interface to do maintenance on it.

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

ToDo Lists

Comments: Not only do we use IssueTrak as an IT Helpdesk tracking software, but we've expanded out to tracking Facilities, Human Resources, and Finance requests. We also set up a second installation to manage client referrals for services- using the second install allowed us to separate the confidential data. We've been happy with the flexibility and it's definitely meeting out needs!

Pros:

documentation of completing requests and steps taken to meet the request.

Not being savvy in the ways of software, Issuetrak was very easy for me to learn and understand

Pros:

My goal was to find software that I could turn my emails into something that I could track at month end. I was looking through a month's worth of emails and then in two other systems to get a complete history of each month which took hours at the end of each month. I was missing things and hated all that was falling through the cracks. I asked google for a software program that I could turn my emails into something I could track and up popped IssueTrak. I have been testing it for a few months and just went live...it's incredible. I had my IT department create a special email address that I sent out to all the property managers that I deal with and bingo, we are live and traking!!!! Not only will I be able to able to create reports at month end I can create special reports for our zones and regions. I also like that I can make 90% of the changes that I need to make - adding issue types, locations, end users, etc. is so easy.

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.

IssueTrak meets our Help Desk needs

Pros:

Long time user. IssueTrak is easy to use for our techs and even the most basic users. The reporting makes it easy to pull a report even minutes before a meeting.

Cons:

We have had some problems since the upgrade to version 10. However their tech support have been helpful getting the issues resolved.

I've used Issuetrak daily for the past 3 years as part of my job. It's never failed us.

Comments: Well, it's what my company uses so I get to do my job.

Pros:

The cloud based option. I'm on call every 5 weeks, so being able to check tickets from anywhere is a nice. Keeps me on top of things.

Cons:

Having to click 3 times to close a ticket. Needs to be a tick box and a close button for multiple items.

IssueTrak is a wonderful system

Pros:

Reporting is very user friendly and very customizable - also extremely fast. Easily customizable screens for ease of use. Quick Tips for most common issues.

Cons:

When upgrading - it is hard to figure out exactly how the upgrade will effect your specific account.

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.

Comprehensive but a little dated

Comments: Issuetrak is really robust and offers a pretty comprehensive solution for teams and organizations. We're able to setup efficient work flows so individuals and teams handle their own tickets and task. My main complaint is that there doesn't seem to be a great solution for custamizing Issuetrak in a way that doesn't lock us into the version we have. We made a few hard code changes to make Issuetrak fit our work flow but now that's locked us into a version of Issuetrak and limits our support options. The one thing that would be nice is if Issuetrak added hooks/methods to tie in unique scripts into sections of the forms or in-between processes.

Pros:

Robust and comprehensive. It's well established and offers most of the needs of large organization work flows.

Cons:

I wish there were ways to inject unique code into forms and processes for customizations without locking you into versions.