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.

Tracking 23 Organizations at Once

Comments: 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.

Pros:

Data 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.

Cons:

The 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.

IssueTrak Review

Comments: 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.

Pros:

Very customizable. Like the ability to be able to pull raw data sets on anything we need.

Cons:

Does not integrate with Financial or 3rd party software without ample time and money invested.

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

Comments: 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.

I was having trouble with the back button on searches and the technician fixed the problem quickly.

Comments: 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.

Pros:

I 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.

Cons:

I 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.

Easy to use for first time Ticket Users

Comments: 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.

Pros:

It 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.

Cons:

It's not the prettiest GUI. Pasting images always pastes them too large and have to be resized.

Alternatives Considered: Spiceworks Cloud Help Desk

Best Ticket System for large enterprise

Pros:

Ease of use, stable, and highly adopted internally without pressuring staff to use it.

Cons:

Nothing, it's truly great all around. We have not found a weakness in the product to date.

Issuetrak makes issuing support tickets a breeze!

Comments: 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.

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

Comments: 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.

Issue Track is very functional and customizable

Comments: 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.

Features and Functionality

Comments: 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!

Pros:

ease of use entering tickets

Cons:

survey needs work need the ability to integrate o365

IssueTrak for Issue and Project Tracking

Pros:

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.

Cons:

As 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!

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.

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

Comments: 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

Issue Trak

Comments: we are currently trying to get the rest of the company to standardize on Issue Trak for all departments

Pros:

orgainzes our tickets, helps create a knowledge base

Cons:

When updating a ticket I get numerous emails with status updates...hard to keep track of

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.

Flexible, feature-complete issue tracking and customer support product

Comments: Our organization uses IssueTrak for Helpdesk/IT issues to provide top-notch customer service, including the use of the Asset Management and Surveys modules and the Dashboard, Knowledge Base, and Projects features quite extensively. We have found IssueTrak to be quite capable of fulfilling all of our needs in these areas.

Pros:

Stability, web-based, AD authentication, available features, optional modules, customizability

Cons:

Occasional problems with KB articles not being editable after creation

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.

Issue Trak is a great tool for our use, tracking tech calls and warranty concerns.

Pros:

Ease of use is the main factor . The ability to customize it for our needs; adding drop down menus, and user defined fields makes it beneficial for tracking and reporting.

Cons:

Two areas that do the same thing i.e., having a field at the top of the screen to type in an issue number, as well as a menu function for the issue number.

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.

Great Ticketing System and more!

Comments: 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.

Pros:

The 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.

Cons:

Really no cons about this product.

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.

IssueTrak Review

Comments: Very positive experience with great customer support.

Pros:

The ability to customize it to make it what you need.

Cons:

Can be hard to know how some changes will affect other functions.

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.