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

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

Product Details

  • 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

Issuetrak simplifies bug tracking with an agile system capable of adapting to the programming and Q/A demands of any size business. Issuetrak provides robust reporting, a user-friendly interface, drag and drop functionality, and knowledgebase. Additional feature-rich modules extend the power of Issuetrak. Cloud or premise installation available. Try out our Demo and see for yourself!


Issuetrak Features

  • Backlog Management
  • Filtering
  • Issue Tracking
  • Release Management
  • Task Management
  • Ticket Management
  • Workflow 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.

customer service was very helpful in resolving the trouble for one of our users.

Nov 08, 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: 9.0/10 Not
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Pros: The ability to search for past information such as resolutions to recurring troubles. Also searching for user information.

Cons: I would like to be able to configure the email I receive about a submitted issue to display the department too. I will probably contact IssueTrak to see if this can be done.

Perfect for small business

Nov 07, 2017
3/5
Overall
3 / 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: Its pricing model is affordable for a small business and offers the support we need Automation in the software alerts the specific teams to resolve the issue in definite time It supports a range of devices Ease of navigation and administration

Cons: Customer support is very poor sometimes emails sent to the system to generate a ticket will get stuck on the server and we have to manually run a job that kicks the email through

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
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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.

E87b128437c0f570f3fc5fa5c841b5db

Great Product; Very Easy to Setup & Use

Oct 24, 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: 9.0/10 Not
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Pros: This software can be customized to fit our specific business needs. It's been easy to modify and use and provides a central hub for all of our issue management tasks.

Cons: I've been extremely pleased with the entire software platform. The only "Con" would be that it does take some time to familiarize oneself with the software but with a little bit of time, that's not much of an issue.

Overall: I like the fact that this software provides a central hub location for our entire company to tackle any issues that we uncover within our company.

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
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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.

00793e153bafd347276853b3bfc45c0e

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
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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.

Custom web support site with excellent customer service

Sep 28, 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: 9.0/10 Not
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Pros: The software is fairly easy to use, and customer support is happy to help if something is unclear. The setup is very straightforward.

Overall: It helps to manage incoming repair requests and provide troubleshooting, while providing an easy to navigate Knowledge Base.

I have had a great experience so far with IssueTrak!

Sep 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: The software support makes the software as valuable as it is. Anytime I have an issue, I can call and receive great customer support every time!

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

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

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.

Excellent product just what we have been searching for to help our buisness move forward.

Aug 21, 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: Tracking everything is giving us real time measureable information, allowing the workflow to move on

Overall: The software allowed us to track our concerns coming in rather than them dropping through the gaps, the issues we experienced were e mails not being addressed quick enough or knowing how long they have sat with out attention.

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
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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.

We use the product for a customer site to track system failures.

Aug 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 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 software is easy to use and intuitive; there are numerous options that allow a multitude of options as it relates to notification options.

Cons: There really are not many cons to this software, it can be a bit expensive if you need multiple administrators.

Overall: Keep issues organized

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.

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!

Worked with Issuetrak Customer support on 4 issues now and find it just as easy to resolve everytime

Jul 31, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The company's customer support is top notch
Multiple features and functions for great price.
updates consistently to resolve already existing issues while still improving the product.

Cons: A little hard to find your way around the first time if you are used to other ticketing systems.
quality lacks due to design issues.

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.

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
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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.

Had a question about the knowledge Base functionality.

Jul 12, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: We got a quick reply from the support team. They gave us options for what we could do to remedy the issue that we are having. They also suggested that we submit our thought for a future enhancement.

Cons: No negatives at this time. It would of been nice to of been able to eliminate our issue immediately, but we have found a work-around that will suffice for now.

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

Overall the product provides what we needed.

Jun 28, 2017
5/5
Overall
4 / 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: Customise able
AD connect
Multi Organisation capable
Asset Management Module
Knowledge Base Module

Cons: Reporting functionality could be made better for ease of use
Asset Management Module could be made better to gather systems info

Overall: Tracking of users' technical issues

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?

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.

Easy to Use and Fantastic Customer Support

Apr 17, 2017
5/5
Overall
5 / 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: It's very easy for the end users to use.

Cons: There is a great deal of customization required up front.

Overall: We've been using IssueTrak for about a month tracking issues, and having clear escalation paths and SLA's. This has helped us streamline our customer support efforts, and reduce duplication of effort.

This is great issue tracking system!

As Always i love issuetrack and how the system works

Mar 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Comments: As Always i love issuetrack and how the system works, the system is extremely easy to use and the support team is always helpful with any issues we run across i would recommend this system to anyone

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!

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

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!

IssueTrak has excellent support.

Mar 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support

Comments: Every time I have called or opened a ticket via their web portal I have received a fast response from them, they are always willing to help. They go above and beyond what other companies provide for support. It is always a pleasure to work with them.

IT Manager

Mar 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Comments: It was good as customer service provided me with everything I needed to know. We will continue to use this software and possibly use it for some other things for our company.

IssueTrak's Help Desk - Excellent Product & Staff

Feb 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Our organization has used IssueTrak¿s Help Desk software for a number of years. It is highly customizable and allows us to be more efficient in tracking issues with our end users. The software is very stable and we rarely need support but in those few instances that we do, we always receive excellent support and guidance. There are a number of features that are extremely useful. The Quick Search and Advance Search options provides the ability to find information quickly. The Reports section is highly utilized and cherished for it provides us with Summery Reports and a Report Writer for our own Queries. The Email Notifications keep everyone in constant communications. Excellent product with excellent support staff!!!

The way support should be

Feb 23, 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: Simple, quick, easy to use

Overall: IssueTrak support is top notch! They are very responsive, helpful, and knowledgeable. I wish all companies had support this good!

Very in-depth program, very detailed!

Feb 17, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We have only been using Issuetrak for a couple of weeks however, the program has already satisfied our need for tracking, reporting and escalating guest service issues. The possibilities seem endless with this program, you have the ability to do just about anything with it and we are still very green to the overall capacity. We LOVE it thus far!!!

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!

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.

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.

Fantastic app & customer support!

Jan 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: Ease of use, flexible and customizable

Cons: Still have a few tweaks to develop and deploy

Overall: IssueTrak customer support is the best! They are very prompt in responding and are very knowledgable. Very happy with this app!

IssueTrak is a big help when it comes to managing client support calls.

Jan 18, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We went through several applications that just didn't meet ALL of our needs, and then we tried IssueTrak. Instantly my whole team knew that we had found the ONE. We can update, sort, create surveys, send out emails to clients, search effortlessly, and a host of other features that make keeping up with our tickets a breeze and no issue falls through the proverbial crack . Documenting can be a hassle, but with IssueTrak it can be somewhat enjoyable, especially when you are searching for a solution that you documented in another ticket because you are faced with the same issue on a new call. If documentation is a high priority for your organization, I would definitely advise you to at least do a test run with a trial of IssueTrak!

Great Issue Tracking Software

Jan 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: This software is super easy to use, very customizable, and reliable. We love it at work! Never crashes on us.

Great support

Dec 19, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Had a fantastic time with support did a really good job fixing my problem first call. That's a huge plus seeing as some software companies will try to pawn you off without even looking at the problem.

Great ticket software

Dec 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: Issuetrak is a great software to keep track of all your issues and tickets. Users can send a ticket via email and IssueTrack will take that and categorize it for you. Once, categorized, it can go to a specific person or department. To add notes or close the ticket is really simple. A great way to keep track of outstanding issues. Easy reporting, as well.

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 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.

great for issues

Dec 07, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: I used to use Issuetrak at my previous employer. On the help desk, we would take incoming phone calls or walk-in questions. Whoever was manning the phones would input the details in an Issuetrak ticket. From there is was a couple click to get it routed to the correct department or person. Once the correct person picked up the ticket, it easy to input the solution or direct it to someone else for additional troubleshooting. It was exactly what we needed. Searching for open tickets was very easy as well. We also put SLA's on each ticket which reminded us if we were about to fall outside of it. Great tool for help desk people.

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!

Issuetrak - not as easy to use as you'd think

Dec 06, 2016
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money

Comments: I used Issuetrak for almost 3 years. I found it difficult to maneuver through the tool compared to other help desk software tools. Once a ticket was opened, I would receive an email tell me there was a ticket out there assigned to me. I would go out and view my ticket. Most of the time, it was incorrectly categorized. Having to re-categorize tickets on a regular basis was a waste of time and not easy. There were so many rabbit trails to go down - you might never find your way out. This may not have been the fault of the software - but a downside to the way our company structured it. Regardless, a lot of time was wasted moving tickets around or trying to assign them to a different department. If the ticket was in the correct place, it was easy to add the solution and move on to the next ticket. So, it worked well some of the time, but the majority of the time for me, it was a struggle.

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.

New user having a great experience

Oct 15, 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: Ease of use for staff. Also the reporting function is very beneficial for tracking, trending, proactive resolution and improvement.

Cons: I have not used it long enough to accurately answer this question.

Overall: I am in the process of set up and am finding it easy to set up and use. I am confident that Issuetrak will be a great help when tracking and trending issues and their resolutions.

Recommendations to other buyers: Not at this time

Great customer support

Oct 12, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Comments: Issuetraks customer support is the best I have encountered in IT support bar none! You can not go wrong with their customer support team.

Support Services Lead

Sep 26, 2016
5/5
Overall
5 / 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: User friendly.

Cons: Hard to customize to each of our specific clients at times.

Overall: The support department provided a prompt Reply. They gave accurate instructions to resolve the problem. We had our emails routing correctly within minutes.

Best Help Desk Solution thus far

Sep 12, 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: Can tailor it to your needs. Support is very kind and effective.

Cons: Creating a color scheme is a bit overwhelming. I have just left it at default for the time being.

Overall: I have been setting up IssueTrak for our company that has about 250 employees. Currently their are 150 users on our System. I needed a way to customize a Help desk ticketing system. Other Help Desk softwares didn't give me the flexability that IssueTrak provides. My End Users can create their own tickets enabling me to handle the issues quicker throughout my day without me creating every single ticket. By far the best Support and Software for a ticketing system.

Recommendations to other buyers: Its layed out nicely. Searching for how to change some things aren't easy to find. Some are very easy to find. I would expect this with almost all software that allows you to customize.

Great Product with Great Support

Sep 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Been using IssueTrak for a number of years and as the administrator I must say that it works great! We are a school district and use IssueTrak for our teachers and staff to report technical problems with their computers, phones, printers, projectors, and software. We love the easy way they can submit issues and track the progress of how that issue is being handled.

Ease of Use and implementing

Aug 24, 2016
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Quick implementation, jumpstart program helps tremendously to start using the tool

Cons: Nothing at this time

Overall: Overall great experience and company is customer focused. The demo clearly highlighted the functionality. We were looking for a solution to track changes across our enterprise applications. The time to buy, implement and begin using is relatively fast.

Recommendations to other buyers: The team at Issuetrak has been outstanding to work with. We were looking for a tool to manage our system and process changes. We did not want to spend a lot of money implementing. For a small company, this is a great tool to manage and track our change request. It is helping us with our audits

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.

Comprehensive Issue Tracking Software for IT

Jul 12, 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: A Knowledgebase feature that works - have worked with other ticketing systems where the Knowledgebase feature mysteriously stops working.

Overall: Having worked in IT since 2000 I have worked with several different ticketing system and Issue Trak has been the most comprehensive out of the box system I've used with the least amount of issues.

IssueTrak Review

Jun 27, 2016
5/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Accessibility, and its ease of use.

Cons: Rather complicated for installation and not much help from the tech team or their installation team with that.

Overall: Very good for getting customer service off of our website. Its very helpful for renting out suites in our building with a rotating clientele, with constantly different accounts being set up. We were looking for a service for our clients to be able to access off of our website and write any issues that they have and any services they might require. IssueTrak fit that description perfectly and since its implementation we have not had a single complaint about how easy it is to use.

Ease of Use and Customization to Fit Your Needs!

Jun 27, 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: Ability to add and customize fields and views for various issue tracking needs.

Cons: Added, customized fields must manually be added by each end-user for each search

Overall: IssueTrak software is easy to deploy and use. If any issues arise, rest assured that IssueTrak has you covered with fast response from professional and knowledgeable support team members! I am thrilled to be using IssueTrak software for my issue tracking needs!

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.

Two thumbs up!

Jun 08, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: I recently began using Issuetrak and found that once you uncover the basics, there is a lot you can do with the application to help you improve your client satisfaction. You can customize the way a client interacts with your support staff as well as give your support team tools to tighten up their response loop with your clients. The one hope I have for Issuetrak is that they develop an API (integrate) with Salesforce. Other than that, it's a great application for any issue support management team.

Best customer service in the industry

Jun 07, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Issuetrak has a long learning curve due to its complexity. Issuetrak has always been more than willing to help us understand how to get its full functionality to work for us.

Amazing Product and Service

Jun 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: IssueTrak has helped our business in all aspects of issue related customer support.
We are more organized, have record of every issue, ability to share valuable information in knowledge center - and the ease of entering or emailing an issue is KEY!!!

IssueTraks support team is super quick and super friendly.
I would highly recommend this product!

IssueTrak Is AWESOME!!!

Jun 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have been a customer for over 10 years and we would never switch. their support is peronal and always, and i mean always there with one focus, ME!
I cannot say enough about IssueTrak, but since the beginning there has never been an issue that could not be resolved with one call. I highly recommend them to anyone needing a truly versatile and stable product

Well Rounded Issue Tracking System

May 11, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Issue Trak is very well rounded, ease y for end users to submit issues and receive updates. The customer support is extremely reliable and prompt. They work with you until the support issue is resolved.

Review of IssueTrak

Apr 29, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have been using IssueTrak for almost three years now and have had nothing but success! It is extremely user friendly for our employees to use and a great tool we have implemented to both of our entities. We continue to expand our IssueTrak and continue to love it! It has been a great tool for our employees to log issues and work through them. We are so glad we found this product!

Great customer service. Polished product.

Apr 28, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have used IssueTrak for many years. We have rarely had any issues. The product is polished and just plain works. The few times we have had an issue the IssueTrak support team has always been there to quickly get us up and running. They are always pleasant and very knowledgeable about the product.

King of helpdesk software

Apr 27, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: We use IssueTrak in numerous ways, but its ticket tracking and reports are by far the most helpful. We can give our clients access and allow them to see what we want them to see and they are very satisfied with being able to login for themselves and see what the progress is on a ticket. In some cases they can go back to a ticket and see that they made the same mistake again and they can fix it themselves because of the thorough notes. We also send email notifications directly from IssueTrak to clients to let them know their issue has been resolved and they love that feature. It is so easy to search out old tickets to find solutions, passwords, or just to see who called the ticket in and who worked on it within the organization in case there are questions.

Decent product

Apr 14, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: Product does what we need it to do.

Its very easy to navigate the software and the knowledgebase is detailed enough for additional suppo

Apr 13, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: I like the fact that you provide easy access for support and your techs are knowledgeable

Flexible product, easy to customize.

Apr 07, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Issuetrak's customer support team has always been helpful and their site has always been very reliable and straightforward.

Awesome product. Excellent technical support

Mar 23, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Issuetrak is one of those set and forget programs that just works. We use it extensively to track technical and building maintenance issues for our 100+ users. If we do have an issue, technical support answers quickly, are easy to understand and very knowledgeable. Love it.

This product has been a great resource for our customer service network.

Mar 22, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We are able to document repeat issues so that system upgrades can be quantified for our IT department to program necessary changes to our ordering platform. It also assists us in documenting recurring issues for our logistics group with delivery issues and vendor non-compliance. Overall it has been a great experience with EXCELLENT technical customer support.

Issuetrak is Top Shelf!!!!

Mar 18, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Issuetrak is very user friendly. The GUI is so nice, easy to use and understand. Like with any new product, it does take time to find out all the options and how to set them up. The great thing is with their technical staff, if you forget how to do something, you really don't have to do much thinking, you call them up and they will help you. The guys are amazing, doesn't matter when you call or who you speak with, they are all very knowledgeable, Julian, Ryan, Chris and Patrick are all awesome. They almost always resolve my issues on the first call. It's only when I have to get back to them, that it take more than a day to resolve. There training staff is wonderful too, starting with Mike Wright. He's very easy to talk to, pleasant to deal with and very technical. He setup our ticketing system the way we wanted to and had it setup correctly the first time around. I would highly recommend Issuetrak for any of your ticketing system needs. It can do so much for your organization.

Issuetrak: Best Helpdesk Software I've used thus far

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

Comments: Customization is very high, interface is user friendly, and their customer service is second to none.

Ten years running, always works well

Mar 14, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Easy to use and implement, excellent product support. Good product to be able to search previous issues.

Would like a little bit better product on the asset management side, perhaps a mobile app that could be used to scan devices into inventory and/or create a help desk ticket?

Overall Good Value and Decent System

Mar 04, 2016
3/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support
4 / 5
Value for Money

Comments: The IssueTrak system is overall a good product, but is held back by some built in limitations. For basic ticketing and tracking purposes it is a great value. Limited customization prevents you from fully fitting the software into an existing support model or the ITIL framework.

Pros: The built in KB and issue escalation rules are nice. The reporting is pretty good once you get a hang of it. The AD integration works well overall. Support has been great when it was needed, and the company seemed very interested in feedback for possible future improvement.

Cons: Lacks the ability to customize email intake and agent interface. The Task feature of the tickets is pretty poorly implemented and is usable mainly only for done/not done type tasks where no notes are required.

Great IssueTrak Support Team!

Mar 03, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Our organization has been using IssueTrak for a number of years and I can only say that the way in which support is provided has only gotten better. There are many avenues for learning, training demos, forums, etc. that weren't in place when we first came on board.
I find the administration piece in IT is easy to use and whenever I need help, I can either go through the excellent online help or contact someone at IT.
Thanks again!!

Good customer support

Feb 29, 2016
4/5
Overall
3 / 5
Ease of Use
5 / 5
Customer Support

Comments: We receive prompt and professional customer support from Issuetrak. It is limited in some of its capabilities based on what we need it to do but overall quite 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.

Excellent issue tracking software

Feb 16, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: IssueTrak is very flexible and lets us set up user-defined fields for our specific needs. It also lets us search through them, making old issues that reoccur easy to find.

IssueTrak going strong.

Feb 12, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Our biggest issues is US keeping up with the versions. We use this primarily for our IT Development requests and problems. We report quarterly on it for issues completed and still in the works. My favorite thing is to get a question or request I know we have already answered/solved and to be able to search and find it quickly.
It would be nice if search could include search for blanks or excluding certain selections. For example, I require programmers to put a "cause" in the issue. I want to find all the closed issues with a blank cause. If I leave cause blank in the search select, then it just searches for them all, no filter applied. But that is minor. It might also be nice to search for all except a certain value - sometimes. Not critical.

Overall I am so happy to have this. When I installed it and implemented it my boss said it was temporary as he did not think it could handle what was needed. Nine years later we are still using the product.

It is a tool which is aptly suitable for IT Helpdesk

Feb 12, 2016
4/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support

Comments: This tool is very much suitable for the IT Desktop Support team.
PRO's :-
1. Automatic Ticket creation & Note addition via Email.
2. Escalation Rules - Easy to notify the Stake Holders.
3. Various Report combinations
CON's :-
1. Takes too much time to process emails : 2-3 mins to process an email to create a ticket.
2. Unavailability of Weekend Support

Leaving all aside it is a practical tool which is pretty much useful & serves the purpose.

Regards,

Sabarigirinathan VR

Simple, quick, and easy to use interface

Feb 11, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Overall Issuetrak is a very user friendly product. Drop down menus allow for quick responses to issues using "canned" or pre-made responses. The product allow for our department to keep the submissions in one place for multiple people to review and allows us to keep track of the outstanding issues.

Great Tool

Feb 10, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: My favorite part of issue track is that it allows multiple people to complete parts of a task in a very efficient way.
Allowing the submitter to see the progress of the issue or task.
Keeping all the records, notes, and documents for one issue in the same place.

Overall I think this is a great tool and I cannot imagine some processes at our company without it.

amazing software

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

Comments: We reviewed many different ticketing systems, and decided upon Issuetrak. The support we got is and was above and beyond.

The system itself is super easy to customize, and easy for users to use.

We use this product on multi levels, and as a project organizer. We love it. It has made tracking so much easier!

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.

Great Software and Easy to Use!

Feb 09, 2016
4/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support

Comments: I never had to deal with Cust. Service so can't fairly rate but I'm sure it's great just like the program!!

Efficient and functional

Feb 09, 2016
4/5
Overall
3 / 5
Ease of Use
4 / 5
Customer Support

Comments: My experience with Issuetrak is positive. Easy to submit issues, communicate on the process and close them. Simple and basic layout is easy to follow. Searchable cases and knowledge base is excellent.

Very easy to use.

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

Comments: Easy to use. Helps my company be very productive. Very little to no down time.

Great Work Order Management Software

Feb 04, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: Great customizable solution for streamlining business processes... Ease of use for both - admins and end users... Backed up by wonderful customer support team...

Great Product!!!

Feb 03, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: I have found IssueTrak very useful from a number of aspects and features. The folks at IssueTrak are very helpful and accomodating.

IssueTrak has been a great fit for our company

Feb 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We've been utilizing IssueTrak in our company for almost 8 years. The interface is simple for our users and the e-mail module makes it even simpler for them to create tickets. It's easy to reference closed tickets which especially comes in handy during our SOX audits. The custom reporting feature is great when needing to run metrics for upper management as well. All in all a solid product that has met every one of our needs on a day to day basis.

Issuetrak has been a life saver for our growing company

Feb 03, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Once I learned the software(which took a very small amount of time) I was able to really create a custom system for our fast paced growing company. Nothing falls through the crack with this, and now we have great visibility and accountability in all departments. Customer support is AMAZING. they answer everything quickly and efficiently and also give wonderful suggestions for ways to do things in the software that we couldn't have figured out ourselves.

Easy to use helpdesk ticket system!

Feb 03, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: We have used Issuetrack for many years as our helpdesk solution for tracking our clients calls. It is key to our success to work and respond to issues in a timely manner.

Saving us time, and time is money!

Feb 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: We have the cloud solution hosted by IssueTrak. The cloud solution saves us the network management, server maintenance and cost associated with a locally hosted solution.

Filling in a ticket is time consuming, but with IssueTraks "QuickPick" prefilled forms, that you design, you can have a majority of the information completed for those recurring customers or issues. The knowledge base is an asset that any help desk can leverage to quickly find the solution to issues you have seen in the past. IssueTrak reporting and queries are invaluable to out program management team. With the simple click of a report selection the PM can have the current status of inventory on high value items for his monthly status report to our customers. In the past, this report involved several hours of the managements time to track and report, now it is mere minutes.

For the price, it works.

Feb 03, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: Can't make the admin users close their issues timely; I know, not a problem of the software.
Love the asset tracking software.
Use the issues search to find solutions all the time. The key word search works great.

It has been good for us, it "just works"

Feb 03, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support

Comments: It is an important part of our department, and doesn't require much from the end use in terms of training, pretty simple overall

Useful and functional for specific needs

Feb 03, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Issue Track is very functional, customizable, and easy to use. Support is very good and receptive to new feature requests. The UI feels dated relative to other help desk software and we would like to see an Android app.