Issuetrak

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.

Great value, functionality and support for the cost.

Comments: Excellent. As mentioned previously, their staff was a pleasure to work with making everything from set up to live support very simple and painless.

Pros:

Its support and staff. In a world shifting every so quickly to automation and AI; it is refreshing to work with a company that values the importance of dealing with a human being.

Cons:

It takes a bit of effort to get accustomed to the templates and learning how to modify and customize, but once you get the logic it becomes smooth sailing.

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.