Who Uses This Software?

We serve companies & departments of all sizes from a wide range of industries. We're a great fit for any business in need of tracking issues/requests & improving their workflow with better visibility.


Average Ratings

151 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $19.00/month
    See pricing details
  • Pricing Details
    Team pricing; unlimited end users w/ Support model. Cloud & on-premises.
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Issuetrak
  • www.issuetrak.com
  • Founded 1992
  • United States

About Issuetrak

Are you having trouble keeping track of issues and tickets? Are emails and spreadsheets frustrating your team? Learn how Issuetrak can help you track, update, and resolve issues quickly with key features like: - email, web & mobile submission - automatic assignment, alerts & notifications - issue escalation & SLAs - issue updating from email & more! Get visibility into your issue tracking operations with reporting features like Dashboard and Custom Reports and get ready to get productive!


Issuetrak Features

  • Assignment Management
  • Dashboard
  • Escalation Management
  • Issue Auditing
  • Knowledge Base
  • Recurring Issues
  • Scheduling
  • Task Management

Issuetrak Reviews Recently Reviewed!


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

Nov 09, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

Maillie Review of cloud base issuetrak - Chad Mohr

Mar 16, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: 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.

Vendor Response

by Issuetrak on April 30, 2015

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

Robustness in an Affordable Package

Nov 07, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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

Love to recommend IssueTrak!

Nov 02, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Quick pick, Recurring Issues, Reports, Note captures Labor hours.

Cons: It's slow.

Email notification setup gets bug sometimes.

It lacks in connecting different modules like Organization, Users and Issue Type. Like you can not see what are the issue types supported by the organization if you are at the organization page. You can not add/remove groups from user if you are at the user page.

Overall: Well, they say it right! you've got issues. Keep track of them with IssueTrak. it is a standard ITIL driven application with user-friendly interface to track Issues for your organization or your customers. That's not end of it. It has standard and functionalities like Reports, Asset Management, Quick pick and Recurring Issues etc. which will make your life easier. It's not an high-end application though I guess small or mid sized organization will find it suitable. The best thing I like about IssueTrak that it captures labor hours of users, at each transaction, at each updates, at the end of day you can create a report and calculate how many hours you or your team had spent in a work or issues or projects etc. Isn't that interesting? I would love to recommend to anyone. Thanks IssueTrak!

Recommendations to other buyers: Try to fix the Cons! Create fixes for older version as well that can work without upgrading.

Features and Functionality

Jan 20, 2017
4/5
Overall
4 / 5
Ease of Use
1 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: ease of use entering tickets

Cons: survey needs work

need the ability to integrate o365

Overall: 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!

Vendor Response

by Issuetrak on February 23, 2017

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.

IssueTrak for Issue and Project Tracking

Sep 28, 2015
4/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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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!

Recommendations to other buyers: While different from other solutions that we considered, IssueTrak's pricing strategy of only charging for advanced licenses (required to assign or be assigned a ticket, submitting tickets on behalf of others, and accessing administrative functions) makes it extremely affordable for most organizations.

We used it for end user issues tracking at active phase of the project

Jun 19, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: What I liked the most is ability to configure custom processes per team.

Also if team-specific setup worked good for single team, it was easy to share it with other teams.

Most of our clients liked escalation feature. As we were a small team, sometimes reminder that some issue is on hold is too long on hold worked as additional motivational factor.

We also liked a feature, that allowed to set up custom rules for issues assignment. E.g. if someone is good at something or someone's action/approval is the first step of something, some kind of issues goes to him/her automatically.

Cons: They are good when you use only current set of features and experience no issues.

As soon as you experience an issue or wait for their software upgrade, timelines are really unpredictable (company has been working at different pace allover the time).

Overall: We've got some experience how to set up better process for our end-users issues tracking

Great software for phone or email support issues.

May 18, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We use this software to handle incoming support calls and emails. We point our voice mail server to send the voicemails and forward our support email addesss as well to IssueTrak which then creates a support tickets. IssueTrak Runs and does what it is supposed to do. Light footprint and easy to use. IssueTrak support is outstanding with training and support issues. I would highly recommend!

Cons: I would like to see Secure SSL email support added and better mail controls inside the Web management. The configuration could be a little easier to understand as far as rules and responses go but the support team will help you get it to do what you need.

Overall: Daily usage for our customer support center.

Vendor Response

by Issuetrak on May 26, 2017

Thank you for the feedback Scott - we're happy to hear how happy you are with our product and support! The latest version of Issuetrak provides the functionality you're looking for - have you considered working with support and your account manager on upgrading?

Not enough stars

Mar 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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!

Recommendations to other buyers: Keep up the great service.

Vendor Response

by Issuetrak on March 21, 2017

Thank you for your kind words, Bruce. We appreciate feedback, both positive and constructive, and are always seeking ways to improve our offerings. I have documented your feedback concerning the functionality of search and the use of ASP and will share this information with our developers. Thanks again!

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

Jul 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

Capterra-loader

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

Oct 10, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

Capterra-loader

We spend less time organizing.

May 09, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Issuetrak helps my team track requests ,issues and tickets with features like auto-assignment, at-a-glance dashboard metrics, user-defined fields,custom forms ,detailed reporting, custom-forms etc. I like that we are allowed to either deploy in the cloud or in-house.

We are able to submit tickets via web form, mobile,email, web form, or web portal. Ability to define our work-flow with simple task lists or complex branching is a blessing to our daily work activity. Issuetrak is highly customizable and supports quick implementation, with an easy to navigate user interface.

Cons: From my personal experience ,Issuetrack is not fully compatible with Google Chrome ; which is my favourite web browser. When I open different web links within the Issuetrack program, it opens my link on a new Chrome window ,instead of a new tab.

Basic Ticketing Solution

Aug 01, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The cost of the product is a huge seller, especially when compared to similar products on the market. Their customer support and sales team are easy to work with and quick to resolve issues.

Cons: Very basic solution that requires extensive periods of time to pull reports from (they have to be manually created) and to customize/maintain. IssueTrak does not check back on a regular basis to reevaluate/reassess how their customers are utilizing the product and if there is any improvements they can help them make.

Overall: Issue Tracking for our IT Help Desk.

Vendor Response

by Issuetrak on August 15, 2017

Thank you for your feedback Lars. We are always working to improve our product and services and firmly believe in the idea that there are no finish lines.

I'm sorry to hear about the lack of communication - that is certainly not how we strive to operate. I will share your feedback with the appropriate teams to make sure this is rectified.

Thank you for choosing Issuetrak!

On-Premise user - for about 4 years now...

Jan 26, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: customization , quick-pick setups for repetitive tasks/scenarios

Cons: small learning curve...but then is easy-peasy

Overall: as an IT dept, we have used IssueTrak to maintain all our Inventory, Contracts, Contacts, setup automatic reminders for Renewals...used PC-Trak (until recently) for Inventory.

we publish our internal info as KB articles and that comes in quite handy for little-used but very-important means of troubleshooting and knowledge transfer.

their tech support is super-responsive and there hasn't been a problem with their product that couldn't be resolved....suffice to say, we really haven't had that many 'issues' with it anyhow.

once you get your own concept down of the Hierarchy (global and such) then it's very simple to use...and customizable to way YOU want to 'think' or how u want to use it.

we did eval several other products 4 years ago, when we choose this...and haven't looked back.

Recommendations to other buyers: do their training...do their training...do their training.

We have implemented the Issue Trak across 25 countries in Europe from a scratch to a perfection.

Aug 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We are not currently using all features available from Issue Trak but this system is continuously developing that we will have to integrate more system into Issue Trak - e.g. knowledge base, external/internal requests, proposals for product improvement/new product introduction, etc..

Cons: We would really appreciate multilingual version that may help us to use Issue Trak in more areas. Sometimes it was hard to understand all permissions that are given by Organization, department and user account settings e.g. if somebody sends you e-mail from the system you can see any issue that your permissions does not allow.

Overall: Transparency on issue resolution and reporting purposes.

Horrible for anything but canned actions

Sep 30, 2015
3/5
Overall
2.5 / 5
Ease of Use
1 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 3.0/10 Not
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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.

Recommendations to other buyers: Look elsewhere if you want to use it for more than one department or group to actually utilize the software. We tried their "productivity" version which changes the user base but ran into more problems trying to tie everything in make it work as a workflow management system. If you have complex flows for your change management or other business processes you will not be able to do them properly or as expected.

IssueTrak Product Review

Mar 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's super easy to use and extremely functional. Whenever we need assistance with something, the support team is super helpful and fast.

Cons: The workflow is sometimes difficult to understand or get around when trying to set a certain user up with certain functionalities.

Overall: 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!

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

Feb 20, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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

Overall: So easy to use and wonderful support team!

IssueTrak and don't look back

Dec 08, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: customer support

Cons: little ugly on the user interface side.

Overall: This is a solid product with top shelf customer support. I've used several of the big ones which all have their own share of issues (no pun intended). IssueTrak handles our facility issues well. With automated ticket creation and pass-through authentication it is simple for users to create tickets. On the dashboard page I can get an overview that benefits my position as IT Director to know at a glance what is happening.

No system is perfect which is why this isn't a pure 5 star review but with a quality product offering combined with good prices and the best customer service I've come across in years, don't hesitate to give IssueTrak a chance.

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

Aug 31, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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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.

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

Great Ticketing System and more!

Aug 09, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

Recommendations to other buyers: If you are looking for a system to create tickets, escalate to others in your organization or even outside your organization and track tickets this is a great product at a good price. And you can make changes on the fly without having to take the system off line.

without a doubt the best in the business

Aug 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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.

The technical support is the best that I have received anywhere.

Oct 12, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The 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.

Cons: I 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.

Overall: The ability to analyze repeat issues/concerns and utilize the data to justify IT expense to correct the issue.

Capterra-loader

Issuetrak makes issuing support tickets a breeze!

Jun 25, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: Ease of use ticketing system.

Flexible, feature-complete issue tracking and customer support product

Jun 15, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Stability, web-based, AD authentication, available features, optional modules, customizability

Cons: Occasional problems with KB articles not being editable after creation

Overall: 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.

Very, but very complete and adaptable App for the centralization control, documentation and monitoring of Tickets, process-projects and others.

Aug 10, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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

Capterra-loader

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

Feb 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: Resolves the complexity of tracking issues.

Core part of our IT support - I love the way it categorizes the different issues.

Jun 05, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: Cost effective solution compared to the others on the market. It give us great value for the money - the response time dropped drastically. Now we are able to assist to our customers promptly and efficiently. I can track tickets and provide info related to other departments without even having to pick up the phone.

Cons: I would like to see more from the mobile version. Also it takes more time to set the system generated emails to the end users.

Overall: As I mentioned IssueTrak help us to communicate with our customers more efficiently. The response time dropped.

ToDo Lists

Dec 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: documentation of completing requests and steps taken to meet the request.

Overall: 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!

Lacking Key Features

Feb 09, 2016
3/5
Overall
1 / 5
Ease of Use
2 / 5
Customer Support

Comments: I have used one other ticket tracking system before and for this system to allow multiple users to have the same issue open and editing is such an unfortunate design flaw. Make sure you have a rock-solid process in place otherwise you will be reaching out to people via phone or email at the same time! This makes our group seem horribly inefficient. Also to allow multiple Assets with the same serial number to be entered successfully? How is that helping to eliminate the duplicate entry of inventory items? Not only were we told that these are not under design but not even prepared for future designs.

Vendor Response

by Issuetrak on February 10, 2016

We appreciate your feedback. Both items you mention are good suggestions for improvement.

Many Issuetrak customers employ our "Assign To Me" feature so that agents can grab an unassigned issue from the queue. That issue is then removed from the queue, and other agents won't try to grab it. But this method doesn't prevent the problem you mention 100%. I checked UserVoice, and I see several other people have requested more robust handling of simultaneous updates. I contacted our product manager, and he says this is an issue we will be addressing.

The other problem isn't so clear-cut. There could be times when it is OK to have assets with the same serial numbers. What if they come from different manufacturers?

I see Arbitration Forums has been a customer for almost nine years! We've enjoyed working with you and your colleagues over the years.

If you have any more suggestions, please let us know, or feel free to put them directly into issuetrak.uservoice.com.

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

Feb 08, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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.

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

Aug 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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.

Used daily as a organizational communication routing tool.

Jul 24, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: 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.

Cons: The reporting could be a lot better. The reporting options need to be more clearly defined, "how to".

I was contacted shortly after submitting a request for help suggesting a solution to try.

Mar 09, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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

Jul 26, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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.

Verify intuitive issue tracking tool

Aug 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to administer and configure

Good rich feature set and customization

Customer support is excellent

Cons: Would be nice to have a custom landing screen, for self help.

It would be nice to support concurrent licensing

Overall: Issue tracking hence the name

Workflow and building repeatable tasks for standard operating procedures

Great product for all IT/helpdesk need

Feb 13, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Great sales and support team.

Overall: Issuetrak meets all our IT/helpdesk need. The system is very simple to use; hence it requires no training for the users. The software is flexible that we were able to customize it to fit our needs perfectly. I am most impressed with their customer support team. They are always courteous but most of all, they really know their stuff!

Recommendations to other buyers: Try it!

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

Jan 23, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

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

Clean and Professional

Jul 11, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The software is professional and keeps a record of all things billing and customer support related which is very important in my line of business.

Cons: I do not have any complaints, the system is great! Everything is up to date and works to my liking.

Overall: Professional Customer Service

IssueTrak is a wonderful system

May 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

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

Nov 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: IssueTrak is #1 in my book.

Pros: Knowledge 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.

OK Ticketing system

May 15, 2018
2/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

10+ year IssueTrak customer for Helpdesk and process management

Sep 21, 2015
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: IssueTrak is easy to set up and use right away with many different configurations. It has supported any process we have set it up to support. The vendor has been extremely easy to work with and responsive to both technical and process questions and feedback.

Cons: We often find that we need to develop our own reports and queries to get at the information we need to manage our help desk staff and processes. While it's fairly simple to do via IssueTrak functionality, it can sometimes be time consuming. The "canned" reports are good for an overview.

Recommendations to other buyers: Look at the reporting capabilities first. Much of the benefit of this type of software is being able to identify trends to improve processes.

We are easily able to manager our tech requests

Jun 26, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Email to ticket generation

Assets Management

Comprehensive reporting

AD authentication

AD Self Password reset

Cons: We have yet to find cons for this product, this software works according to what we want it to do, so far so good.

IssueTrak, Helpdesk and IssueTrak Support

Feb 18, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We've been using IssueTrak more in a helpdesk/customer service capacity for a number of years. Projects and Knowledgebase play a large role in our daily operation. We have created menu items for our training programs, etc. I find the creation of menu items to be extremely useful.

IssueTrak Support are amazing. They are quick to respond to us and they don't hesitate to dig deep into the layers for complex issues.

I like that they use social media (for the public in general) and email to circulate quick tips for existing customers.

The two drawbacks for me currently are the text editor box and I've been assured that the replacement/improvement will be in a very near future upgrade and the report writer. It is not flexible in that I can't report on more than 1000 records. I will contact IssueTrak Support in hopes that there is a work around for now.

Great product and support! Thanks.

There are many positives to IssueTrak.

Vendor Response

by Issuetrak on February 19, 2016

Thank you for review. Yes, you are correct, the newest version will have a better rich text editor. Regarding the 1,000 record limit for reports, I have entered that into our Issuetrak.uservoice.com site as a suggestion. If you go there and upvote that request, then you will be alerted about progress towards remedying the situation. Thank you for the kind words about Support! We hear similar praise from lots of customers -- they really do try to go above and beyond.

Comprehensive but a little dated

Dec 12, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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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.

Overall: 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.

IssueTrak has be a great product for us for years and do not see any reason to look for another opti

Feb 16, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Being able to assign calls to groups / people and having the emails sent automatically to the people that need to know the call exists.

Cons: At this time it is not working great in Edge.

Overall: Ease of tracking issues in our organization.

Easiest ticketing system I have ever used.

Jan 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Very customizable, and easy to use. Pulling reports on the fly is simple, as well as creating canned reports

Cons: there are some limitations on how key fields are used, and there is not more than one searchable asset field.

Capterra-loader

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

Feb 16, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: I am spending less time managing issues and more time doing what's important.

Best software ive ever used for tracking tickets

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Very organized and simple to use

Cons: None that i can come up with

Overall: IssueTrak is very simple to use and understand and is a great way to track your assets and users and the issues they are having. i would recommend this to any company with an IT department