# Issuetrak Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about Issuetrak Software - reviews, pricing plans, popular comparisons to other Issue Tracking products and more. Source: https://www.capterra.com/p/16499/Issuetrak --- # Issuetrak Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 18, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. 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[Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Issuetrak ## What is Issuetrak? Resolve issues quicker and better without breaking the bank. Easy to implement and simple to learn, Issuetrak handles your most complex issues for help desk, customer support, complaint management, and more. Custom-fit to your company without the custom price tag, our industry-leading software has modernized how businesses solve problems for over 25 years. That's why major brands like Cintas and Pfizer are already leveraging the power of Issuetrak. Instantly prioritize concerns and escalate issues to the right department so you can cut manual overhead, spend your time more efficiently, and offer your customers faster solutions. Get your free trial or demo today. ## What is Issuetrak used for? [Issue Tracking](https://www.capterra.com/issue-tracking-software/)[Help Desk](https://www.capterra.com/help-desk-software/)[IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/) Overall rating Based on 205 user reviews Reviews sentiment Positive 93% Neutral 6% Negative 0% Starting price $876 Per User, Per Year Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Issuetrak?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.issuetrak.com&name=Issuetrak) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Issuetrak 4.6 (205) VS. [4.4 (15,311)](https://www.capterra.com/p/19319/JIRA/reviews/) Starting Price $876 Per User, Per Year Starting Price $7.91 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.4 (205) Ease Of Use 4.1 (14,354) Value For Money 4.6 (136) Value For Money 4.3 (9,762) Customer Service 4.7 (195) Customer Service 4.2 (9,518) ## Issuetrak alternatives [4.5 (763)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars Highest Rated [4.7 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.5 (3,408)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.4 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/16499/Issuetrak/alternatives/) ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Ticket Management 4.7 (25) 72.00% of 25 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Support Ticket Management 4.7 (18) 72.22% of 18 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Alerts/Escalation 4.1 (14) 78.57% of 14 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Real-Time Notifications 4.8 (14) 64.29% of 14 reviewers that rated this feature as important or highly important Notifications that are delivered to users as soon as an event occurs Support Ticket Tracking 4.7 (10) 40.00% of 10 reviewers that rated this feature as important or highly important Track the status of support tickets/escalations as they move through the service queue Email Management 4.6 (9) 44.44% of 9 reviewers that rated this feature as important or highly important Manage, store and organize emails within the system or via third-party apps Issuetrak 169 features Define levels of authorization for access to specific files or systems Dashboard to view the status of ongoing processes, identify current incidents and track past activities Track and document all activities across devices, networks, and other systems System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Tools for the systematic analysis of various types of data or statistics Application programming interface that allows for integration with other systems/databases Track, manage and store the applications of potential future members, customers or candidates Manage the process of evaluating documents or requests submitted for approval Route documents and other data through one or more stakeholders for review and approval Manage assets throughout their lifecycle to optimize profit Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Assign issues and tasks based on availability or required skills Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws A record of all activities within the system, including user access, changes made, etc. Tickets are automatically assigned to specific agents based on predefined rules Create and automatically send premade copy in response to customer messages The process of evaluating, scheduling, and assigning tasks that have been put on the back burner in favor of higher priority items. Scan barcodes to ensure accurate pricing and label tracking Create, manage, and send invoices or bills to customers Forecast, allocate funds, organize financial resources and report & analyze project's income and expenditure Monitor and track bugs and issues in the system. The creation of a bug/issue ticket, submitted by a team member, customer or end user Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Shortcuts for inputting frequently used messages Work on a set of tasks related to a particular charge, patient, legal issue or any other complex entity or process Create and manage digital catalog of products/services with their details, specifications, and price Track and monitor efficient handling of all changes/transitions Planning training and tasks to facilitate the transition to new technology, process, or workflow. Track changes in laws and regulations and compare previous legislation to current legislation Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods An itemized to do list that can be edited as tasks are completed Private online space that lets businesses securely share documents and provide information access to clients Provides a channel for team members to share media files, communicate, and work together Leave comments and notes on documents for others to view Designed to serve commercial properties Manage and track all internal and external communication conducted via calls, email, text, or chat Track and manage adherence to policies for any service, product, process, or supplier Configure existing workflows to meet your organization's needs Identify component attributes like servers, hardware, software, and manage relationships across all services Centralized database of stakeholders and their contact information such as names, address, phone number etc. Manage, organize, and store contact information Centralized repository to store content and assets Track, store, and access client contracts or licenses Investigate and take action at root cause or error in processes to prevent recurring issues Process to track, record, and analyze expenses that occurred over the entire duration of a given project Ability to communicate to customers through at least one channel such as email, live chat, phone, or social media. Track customer complaints from initiation through resolution A collection of customer information such as contact details, demographics, previous interactions, etc. Initiate interactions with customers by proactively starting conversations or providing informational content Access previous interactions or concerns to maintain customer relationships Process of dividing customers into groups based on common characteristics Provide online support for your customers through live chat or help desk functionality Add customized logos and colors to align with company branding Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Alter the layout and content of reports Pre-designed layouts that can be customized to match preferences and requirements Assembly of graphs and charts for visualizing and tracking statistics/metrics Creation and customization of dashboards Import and export data to and from software applications Graphical representation of data Store, manage, and track all electronic documents in a centralized location Store and organize documents in a centralized system Receive and/or send email notifications for urgent updates, requests, or other information Manage, store and organize emails within the system or via third-party apps Pre-made examples and templates for emails Manage procedures that ensure organizational equipment remains in working condition Monitor and maintain equipment used to manufacture and deploy products and services, and to reallocate assets where needed Predefined actions automatically performed on the occurance of specific events Manage and track high-value assets including office equipment, furniture & more Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Create, save, and store files Centralized database to track details of fixed assets such as depreciation and maintenance scheduling/history Software specialized for non-profit organizations Designed to be used by kindergarten, primary, middle, and senior secondary schools. Designed for small businesses Store, manage and track all forms in a centralized location Search for specific words or phrases within a document or database Managing service requests, incidents, IT issues & support with a ticketing system Information, data and reports that are being tracked over time Organize, prioritize, and manage incoming communications Manage and track all disruptions and incidents Track interaction history by documenting conversations for contacts Incorporation of a chat or messaging system within an organization's internal communication infrastructure Monitor product stock levels Track and manage inventory levels to maintain proper supply Captures invoice data and maintains comprehensive records for auditing and reporting purposes Inspecting the issue resolution process for compliance with related systems and regulatory guidelines Identify and respond to unexpected problems or failures (ie. "negative events") Schedule and assign issue completion dates and/or times Record and follow the progress of every issue Managing inventories and tracking changes to hardware and software configurations Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Organize and track educational activities Ability to chat online in real time Templated responses for responding quickly to recurring support requests Manage, maintain and track the performance of assets and equipment Process of planning, procuring and controlling material flows along with supplier evaluation and shipping Access software remotely via mobile devices Observe and track the demand, usage, progress or quality of a system, product, or user Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Manage and support multiple languages Manage and support multiple locations Ability to handle several projects simultaneously Process of familiarizing new clients, stakeholders or employees with the company, a new location, or a service Track parts inventory levels and manage re-stocking A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Pre-defined templates within a library for common cases such as contracts, websites, emails, and more Minimizes equipment failures and optimizes asset reliability through scheduled inspections, repairs, and replacements Arrange tasks based on the level of priority or urgency Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Organize and manage all processes/procedures involved in purchasing goods and/or services Plan and coordinate all the resources, costs and time needed to execute assignments Systematic evaluation of various aspects of a project or service to prevent defects or issues Monitor wait time and abandonment for incoming requests that have not been routed Analyze and gain insights into data in real-time Engage in direct, instant messaging with customers, users, etc. Receive data and information in real time Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Active reporting of data and metrics Receive system updates as soon as any changes are made Set an issue to repeat Planning, scheduling, and overseeing the release of software or system changes into a live or production environment Timed notification for any upcoming task, deadline, appointment, or activity Access work applications remotely, for when working away from the office and/or traveling Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Track task progress, milestones, delays, or other key information and generate reports on them for evaluation Review, approve and cancel requests for goods/services to be purchased Input different types of content and edit text formats, fonts, font sizes, and colors Set & manage permission levels based on user roles and restrict access to only authorized individuals Plan daily routes to optimize employee scheduling and provide directions Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work Set a time to generate routine reports automatically Search and filter data across systems to locate required information by entering keywords or certain criteria Online portal through which end users can access the system, manage tasks, or obtain information Database containing accurate and up-to-date information on all operational services Track work performed and resources used for past customers, sites, or assets Set and monitor service level agreements to ensure timely response and resolution Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more Allow users to access multiple services after entering their login credentials once Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Track the status over time for a request, process, asset, or transaction Manage all supplier data and operations Allow customers/users to submit support queries and service requests Track the status of support tickets/escalations as they move through the service queue Create and administer polls and surveys Gauge satisfaction and receive information for improvement and success Create, manage and track all task activities and progression Track the status and progress of tasks Track and manage the scheduling of tasks Sample files or documents that could be customized as needed or used as is Edit text as needed Set up connections to third-party platforms to improve business processes Track, manage, or resolve user requests and IT incidents/issues Track employee/learner's progression through training programs Track and interpret metrics on the usage of company resources Manage user accounts, profiles, roles, permissions, and other details across applications, devices or networks Ability to track and store all vendor-related information, such as contacts, services offered, terms, etc. Set-up notifications and alerts for web browsers and apps. Seamlessly integrates with 3rd party websites Creating, assign, and track jobs and/or tasks for work orders Create, design and manage workflows for repetitive tasks What You See Is What You Get is a no-code tool that allows users to create and edit content using a visual interface Get Advice We can help you find the software with the features you need. Features 4.4 (161) 4.4 Based on 161 reviews ## Pricing Value for money 4.6 (136) Free Trial [View pricing plan details](https://www.capterra.com/p/16499/Issuetrak/pricing/) Cloud Annual $876.00 Per User,Per Year It includes: - Agents Plus Free Unlimited Users - Automatic Software Updates With Expert Maintenance Included - Enhanced Security - Guaranteed Uptime - Guaranteed Performance - Custom URL (TLS/SSL) - Test Site Sandbox Environment - US/Canada Hosting - SOC2 Certified - And More Features Linked On Product Features Page On-Premises Annual $478.00 Per User,Per Month It includes: - Agents Plus Free Unlimited Users - Perpetual Or Annual Licenses Available - Full Control Over Security, Connectivity, And Data - You Control The Servers In Your Own Environment - Scale Servers Hosting Issuetrak To Your Needs - Perform Maintenance And Upgrades On Your Own Schedule - Security And Control Of Your Data - And More Features Linked On Product Features Page Value for money 4.6 (136) 4.6 Based on 136 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/)[ Gmail](https://www.capterra.com/p/202338/Gmail/)[ Google Analytics 360](https://www.capterra.com/p/177042/Google-Analytics/)[ Zapier](https://www.capterra.com/p/130182/Zapier/)[ Microsoft Azure](https://www.capterra.com/p/16365/Azure/)[ Microsoft Power BI](https://www.capterra.com/p/176586/Power-BI/)[ Okta](https://www.capterra.com/p/119653/Okta/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.7 (195) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.7 (195) 4.7 Based on 195 reviews ## User reviews Overall rating 4.6 Based on 205 reviews Filter by rating 5(128) 4(63) 3(12) 2(2) 1(0) Mentioned topic Sorted by most recent Swagat G. IT Support Technician Health, Wellness and Fitness ### "Decent product but needs some improvement" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 6/10 March 26, 2026 Pros Overall, I like how simple and straightforward the product is. Loads fast, does it's job well, no bugs experienced so far. Cons Well, Issuetrak is decent ticket tracking product. I just wish the UI was better, expecting something modern. Right now it looks as if it is from the 90s. Some data visualization features would be great too. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor March 31, 2026 We're sorry to hear about your poor experience with our UI. Please contact our Support team! (support@issuetrak.com) Our Product Manager would love to learn more from you. CB Christopher B. Assistant Director of IT Government Administration ### "Works well for us" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 June 10, 2025 It's been very good. We're able to keep much better track of our work than we were when just using an email bx. Pros It's very customizable. We created all of our own templates and issues to match the issues we receive. Cons We're not able to do our own user account imports. To keep our office locations updated, we'd have to individually update each user account, which isn't practical. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor June 12, 2025 Thank you for your thoughtful review! We're glad to hear Issuetrak has helped you better track your work and that our customization options have supported your unique needs. We also appreciate your feedback on user account imports. We understand how important efficiency is, and your input helps guide our ongoing improvements. If you haven’t already, our support team would be happy to explore possible solutions with you. Thanks again for being part of the Issuetrak community! JD John D. VP Environmental Services ### "Yellow Bird Outdoor " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 May 19, 2025 While our overall experience with IssueTrak has been positive, our objective to replace Jotform for community and general submissions has unfortunately stalled. Jotform's ease of use made a full transition a non-starter. Furthermore, with our teams effectively utilizing mobile-centric apps like GoCanvas, there's a strong preference for the most mobile-friendly platform available. Pros Key strengths of Issuetrak lie in its powerful customization capabilities, allowing users to tailor everything from the dashboard to subcategories and workflows, complemented by exceptional customer service. Cons A notable drawback for IssueTrak is the absence of a dedicated iPhone app. While the web interface is mobile-accessible, a native app could significantly streamline ticket updates and closures for field teams, offering a more convenient and potentially faster user experience on the go. Alternatives considered [monday.com](https://www.capterra.com/p/147657/monday-com/) Reasons for choosing Issuetrak IssueTrak's highly responsive customer service team and powerful reporting features were compelling advantages. It wasn't until further into our process that Monday.com came onto our radar. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor July 16, 2025 Thank you so much for your thoughtful and detailed review! We're thrilled to hear that Issuetrak’s customization capabilities and our customer service have made a strong impression—that’s exactly the kind of experience we strive to deliver. We also appreciate your candid feedback regarding mobile accessibility and webform usability. We’re currently working on streamlining and modernizing our Webform functionality to make it more intuitive and user-friendly. If you ever find yourself reconsidering Jotform alternatives, we’d love for you to keep an eye on our Product Roadmap—some exciting updates are on the horizon! Thanks again for choosing Issuetrak and for helping us grow with your insights. If you ever want to chat more about your needs or upcoming features, our team is always here to help. JB Josie B. IT Support Technician Mental Health Care ### "A ticketing system that won't leave you pulling your hair out" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 May 12, 2025 Overall love my time with Issuetrak, it does the job and it does it well. A few tweaks and it could be even better! Pros SSO integration was painless, love the knowledge base organization, really works well with our agency's smaller IT support team. Fairly intuitive and flexible with our needs, seems to scale up nicely as well. Support has been top knotch. Cons Not a fan of how the service handles email updates to tickets and I wish it were more clear who is able to receive updates for tickets. Typically staff send in tickets via email and occasionally have other staff CC'd in that email and while it doesn't note it in Issuetrak, there could be multiple people replying to the ticket and getting updates. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor May 15, 2025 Josie, thank you so much for your thoughtful and detailed review! We're thrilled to hear that Issuetrak has been a great fit for your agency's IT support needs and that features like SSO integration and the knowledge base organization have made a positive impact. It's especially rewarding to know that our support team has met your expectations. We’ll be sure to pass along your kind words! We also really appreciate your constructive feedback regarding email updates and visibility into who receives ticket communications. This is incredibly valuable insight, and we understand how important clear communication is, especially when multiple team members are involved. We’re actively exploring ways to enhance email handling and improve transparency around ticket notifications, and your comments will help guide those improvements. Thanks again for being part of the Issuetrak community. We’re glad to have you with us and look forward to continuing to support your team’s success! NG Noah G. IT Manager Logistics and Supply Chain ### "Solving Problems for QDI" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 May 7, 2025 Dawn, our implementation specialist is very knowledgeable about the tool and does a good job explaining how we can do things ourselves and how we can implement our plans for the tool. Pros Its very flexible and can be used for all kinds of solutions. Cons Some UI menus can be blocky and not as modern looking as other menus. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor May 8, 2025 Thank you for sharing your experience with us! We're delighted that you can take full advantage of our product's flexibility and versatility. We take great pride in our service, and we're happy to hear our specialists are helping you effectively implement your plans. We appreciate your feedback regarding the UI menus and understand the importance of having a user-friendly interface. Your comments are valuable to our continued product improvements! If you have any further suggestions or need assistance, please feel free to reach out! MR Mike R. QA Manager Consumer Goods ### "IssueTrak - Versatile and Configurable and Gets It Done" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 6, 2025 Overall very good. We obtained IssueTrak to handle customer complaints. Our use has grown beyond that and there are now 3 departments using it. Pros Been using IssueTrak for almost a year now. Fantastic and very quick support. Very nice people to work with. The product is very versatile and configurable, and there has been 0 down time. Cons Sometimes the left menu popping on or off can be annoying unless I pin it. But the pin never stays on so I have to pin it again almost every new session. Just give us the option to keep it on or off and quit the animated window. Alternatives considered [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reasons for choosing Issuetrak Features seemed all there, and they are. Price was a factor. $1,000/yr was affordable. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor May 8, 2025 Mike, thank you for your review! It's great to know that you can rely on Issuetrak's configurability and quick turnarounds. Even better to learn that multiple departments are happy with our product! We appreciate your feedback regarding the left menu, and we'll certainly take your suggestion into consideration to prevent future frustration. Thank you for choosing Issuetrak over alternatives like HubSpot. We're glad our features and pricing have been a good fit for your organization. Please don't hesitate to reach out if you have further suggestions or need assistance. We're here to help! KC Kris C. Sr. Configuration Specialist Marketing and Advertising ### "I love Issuetrak Support!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 6, 2025 Great...couldn't be better! We have a vanity URL that \[sensitive content hidden\] goes above and beyond to assist me with whenever we need to update it. I know his name because Issuetrak seems to retain their people, and it has been so nice to work with him over the years! Pros The technical support. I have been working in the IT industry for many years and the technical support from Issuetrak is by far the best ever! There are multiple ways to open a ticket. You can even call and speak to a human! 99% of the time the issue is resolved on the first call! Cons I really don't have any cons, but if I had to name one, I suppose it would be cost. We downgrade accounts from agent to user fairly often to keep costs down. That is a bit of a pain. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor May 7, 2025 Kris, thank you for your review! We're delighted that our technical support has made such a positive impact on your experience. It's great to know that our team has been able to resolve issues promptly and that you appreciate the multiple ways to open a ticket. We understand that managing costs can be a challenge, and we appreciate your feedback on downgrading accounts. We'll keep this in mind as we continue to improve our services. It's wonderful to hear that our team member has been able to assist you over the years. We're proud of our team's dedication and longevity, and it's always rewarding to hear that our customers value this, too. Thank you for choosing Issuetrak! If you ever need anything, we're here to help. JC John C. RMA Manager Mechanical or Industrial Engineering ### "RMA Specialist Manager" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 May 6, 2025 You system does not cover all our needs but with you outstanding support team we have been able to provide our internal customers with a clean experience. Pros Reporting is excellent for pinpointing quality issues and ease. Pricing allows us to provide visibility to all clients. This is something that we have received positive feedback from our customers. Cons Customizing which task sends out a email to customer. You can only restrict all or send all emails by client not task. Task groups cannot be grouped and shrunk. So you have to roll thru whole list to find and work on a group. Once you fix the view does not pop back to where you were and requires you to roll and find fixed group. Switched from [Lotus Notes To Office 365 Migration](https://www.capterra.com/p/178657/Lotus-Notes-to-Office-365/) Lotus Notes died so Hale needed another RMA system Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reasons for choosing Issuetrak Costs per user main reason but costs to build an RMA system within SF and the quality of reporting was a huge obstacle. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor May 7, 2025 John, thank you for your detailed review! We're happy to hear our reporting features and pricing have been beneficial for you and your clients. Positive feedback from your customers is always wonderful to hear. We appreciate your insights on customizing email tasks and task group navigation. Your feedback is invaluable and will help us improve our system to better meet your needs. It's great to know that, despite some limitations, our support team has been able to provide a clean experience for your internal customers. Your satisfaction is our priority. Thank you for choosing Issuetrak over other alternatives. We're glad our cost-effectiveness and reporting quality stood out to you. If you have any further suggestions or need assistance, please don't hesitate to reach out! DF Daniel F. Information Technology Support Technician Hospital & Health Care ### "Excellent service desk application " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 6, 2025 Easy peasy. Great support with our transtion from on premise to cloud service. To be fair, i havent used any other service desk applications, but Issuetrak does everything i've needed. Pros I'm used to it. It works really well. Everytime I've ever needed any support, they are very fast to provide excellent support. Cons I have some minor gripes with the app, but it mostly works very well for what i need. When I select a user, if the name isn't highlighted, it won't work, that's kind of annoying. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor May 7, 2025 Thank you for your thoughtful review! We're glad Issuetrak works well for you and that our support team has been helpful. We appreciate your feedback about the user selection issue, and we'll definitely look into it to make your experience even better. Also, it's great to know the transition to our cloud service was smooth for you. Your satisfaction means the world to us. Thanks again for choosing Issuetrak! If you ever need anything, we're just a call or email away. JS Joseph S. Systems Developer Transportation/Trucking/Railroad ### "Issuetrak Review" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 May 6, 2025 Overall, the software meets and exceeds our users' needs. We host two unique issuetrak instances which have drastically different purposes and requirements. The issuetrak solution is adaptable enough to handle both scenarios with ease. Pros automated workflows and custom issue templates were very useful once setup correctly. The built-in issue tracking and issue history were very useful. Cons UI/menu is too cumbersome for certain feature. Finding admin/config settings often felt hidden. Never like a popup modal in a web-based software. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor May 7, 2025 Joseph, thank you for your detailed review of Issuetrak! We're delighted to hear that the automated workflows and custom issue templates have been useful for you, and that the built-in issue tracking and history features are meeting your needs. We appreciate your feedback regarding the UI and menu navigation. We understand that navigating certain settings can be challenging, and we'll work on making these areas more user-friendly. Your comments about popup modals are noted, and we'll consider this in future updates. It's fantastic to know that Issuetrak is adaptable enough to handle the diverse requirements of your two unique instances. Your insights are invaluable as we strive to improve our product and support. Thank you for sharing your experience! 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