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

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

Product Details

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

Vendor Details

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

About Issuetrak

At Issuetrak, our change management software is perfectly suited for the manufacturing and engineering industries. Need to document the manufacturing process, track preventative maintenance, and manage engineering change requests? We've got you covered. Our software offers easy management from anywhere, powerful automation tools that let you auto-assign or escalate change requests, alerts & notifications when requests are submitted, tasks & workflow, and so much more! Get started today.


Issuetrak Features

  • Approval Workflow
  • Audit Trail
  • Change Calendar
  • Change Planning
  • Compliance Management
  • Prioritization
  • Release Management
  • Task Management
  • Training 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
Likely
Extremely
Likely

Pros: The customization that IssueTrak offers has allowed me to create a "user friendly" software for my end users to submit issue requests. It gives me options to create forms that makes sense to what end users are requesting assistance with. The "quick pick" options allows the user to submit requests just as fast and quickly as sending out an email or calling for assistance. I also like the "Menu Option" that allows me to add internal web applications that our end users use on a daily basis. This allows end users to use IssueTrak as a centralized hub to access internal company files, applications, etc.

Cons: Ability to add more than one column on the "submit " page -- This will allow for seeing the whole screen instead of scrolling down. I have used IssueTrak's User Voice feedback website to make suggestions, but it doesn't seem like any of these suggestions are taken into consideration. I've seen many great suggestions submitted 1-2 years ago by other IssueTrak customers and users only to see a feedback of "Received (Under Review)" Please allow or give us the option to add more columns to the submit page. In my opinion it has a very organized and clean look to the interface. The Menu Option is a great feature, but it would be great if we can have certain sites that only a particular group or user can only see. For example, sites that will pertain to certain departments, Human Resource, I.T., Maintenance, etc. As of right now, any department or group can see these sites set up in IssueTrak. Give us the ability to restrict the sites to certain groups.

Overall: When I was hired as an IT Tech Support for Old Wisconsin Sausage, I was told that all IT requests for assistance was done through email and phone calls. They did not have a ticket system set up for users to submit tickets. This forced me to prioritize and document multiple requests using Microsoft Excel and other applications to help me stay organized. I had many instances of where I would be on my way to assist a user, only to be stopped in the hallway by another user requesting my assistance. I would feel obligated to assist the user in the hallway, because customer service is something I am passionate about and couldn't say no. Other times there was a higher priority that needed my immediate attention, the user I was assisting at the moment could not understand why I was leaving to assist another user when I did not resolve their issue first. IssueTrak has eliminated many of the miscommunication and created a more standardized operating procedures for me. It has allowed me to stay connected with my end users by following up on the many IT requests. IssueTrak is a tool I use daily to deliver excellent customer service in a timely manner. It helps me stay organized and has given my end users confidence that their submitted issues are a priority for me to resolve. When I use IssueTrak, I feel that it helps me go above and beyond for my end users. It's a great software that I will be using for along time. The many features and benefits are plentiful.

Maillie Review of cloud base issuetrak - Chad Mohr

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

Comments: Before I was hired, Maillie was using no help desk software at all. We are a 100 person small accounting firm. I came from a 400 person pharma company in which I used and configured 4 help desk software before. I have used before Remedy, HP service center, Cherwell, Lifetime, and Frontrange ITSM. I am ITIL v3 certified and this product helps follow some of the ITIL methodologies. We trialed 8 hd systems. I deployed IssueTrak cloud to Maillie at end of Sept 2014. Our employees are gravitating to the system, we now average about 200 issues a month. The pros are:-easy setup/configuration. I did our company configuration needs in about 2 weeks, with the setup of mostly issue types and subtypes. The setup training was easy to follow and I didn't need all the hours. I revisited the hours when I was ready to make templates/forms for things like New Hire Requests. Sync to AD worked after you get the certificate loaded properly. We are using the asset trackpc.exe which pulls from a batch file at login the client and server machines info. Reports have been easy to generate and export to excel. We use tasks for access approval, software request, hardware request and change control. We now know who is approving it and when. Creating a kb article from a ticket is easy. Escalating an issues to a global issue and then linking issues to that global is very easy and it closes and updates notes with any modifications from that global issue. IssueTrak Support has been quick, effective and easy to talk to. I can tell IssueTrak invests money and time into their product they do take suggestions from their clients. The Cons are: sometimes a lot of windows get opened and then it¿s difficult to find screen you need. Everything works downwards on the page, the more fields you add the lengthier it gets. Be nice if you could just make fields go in open spaces on the page. When submitting an issue you should fill it out from top to bottom because if you have any custom screens, it changes the screen and fields below then are wiped.IE settings have to be set to show content. If two people have the same issue open, the last save takes presidents. Devices that cannot run trackpc.exe need to be entered. When submitting an issue, it would be nice if it automatically suggested a kb and not have to click the KB link which takes you away.
OVERALL, I am very pleased with IssueTrak and I would recommend it to anyone because it makes configuring, deploying and using hd software easier.

Vendor Response

by Issuetrak on April 30, 2015

Chad, Great product review. Regarding the request to have IssueTrak automatically suggest a KB solution....I've seen that functionality demonstrated in a recent developers meeting. Just saying.... Customer feedback really does help define the product. Thanks again, Tony

Robustness in an Affordable Package

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

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
Likely
Extremely
Likely

Pros: Quick pick, Recurring Issues, Reports, Note captures Labor hours.

Cons: It's slow.
Email notification setup gets bug sometimes.
It lacks in connecting different modules like Organization, Users and Issue Type. Like you can not see what are the issue types supported by the organization if you are at the organization page. You can not add/remove groups from user if you are at the user page.

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

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

Features and Functionality

Jan 20, 2017
4/5
Overall
4 / 5
Ease of Use
1 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: ease of use entering tickets

Cons: survey needs work
need the ability to integrate o365

Overall: One of the features that i currently have an issue with is the integration of O365. We spent hours with your technicians and still couldn't get the issue fixed from over two years ago. Hoping an upgrade to version 10.1 will remedy the situation. Your Survey feature needs to be a little less bland! My company would LOVE to use this more but overall our survey takers find them boring. Give us the option to add more designs, more fonts...just more of everything! And please change the survey result display...gosh add some graphs or piecharts...please!

Vendor Response

by Issuetrak on February 23, 2017

Thank you for your feedback, Alisa. Recent improvements to the Incoming Email feature should alleviate the issues you encountered previously. I encourage you to contact our support team at your earliest convenience so they can assist you with the process. They can be reached at +1 (757) 213-1351 M-F 7am-8pm (ET/GMT-5). Regarding your feedback on our Survey module, we take all suggestions seriously and review customer feedback when evaluating future product enhancements. If you have additional feedback you'd like to recommend, we utilize UserVoice to collect and track community submitted ideas for Issuetrak. It can be accessed at https://issuetrak.uservoice.com.

IssueTrak for Issue and Project Tracking

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

Pros: We use IssueTrak for multiple functions: to receive and track customer inquiries and requests, to track internal processes, and even as an outreach tool to our stakeholders. IssueTrak supports all those goals, and does it in a very user-friendly and scaleable manner. IssueTrak is very configurable making it ideal for small shops, multiple uses and individualized projects and processes. Support does a good job of understanding your questions/issues, and first level support knows the product well. With the cloud-based version, we require very little internal IT support. The administrators for the tool are within my department, and we can configure it to do everything we've needed so far.

Cons: As with any system, there sometimes are "quirks" and work-arounds that are not necessarily well documented. For example, we needed to give some individuals access to items that were not assigned to their departments. You can do that in IssueTrak, but it's through the use of "e-mail notifications" (you can grant individual access, but turn off specific e-mail notifications). We didn't know that by reading the documentation, but it works!

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

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

Jun 19, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
Likely
Extremely
Likely

Pros: What I liked the most is ability to configure custom processes per team.
Also if team-specific setup worked good for single team, it was easy to share it with other teams.
Most of our clients liked escalation feature. As we were a small team, sometimes reminder that some issue is on hold is too long on hold worked as additional motivational factor.
We also liked a feature, that allowed to set up custom rules for issues assignment. E.g. if someone is good at something or someone's action/approval is the first step of something, some kind of issues goes to him/her automatically.

Cons: They are good when you use only current set of features and experience no issues.
As soon as you experience an issue or wait for their software upgrade, timelines are really unpredictable (company has been working at different pace allover the time).

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

Great software for phone or email support issues.

May 18, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: We use this software to handle incoming support calls and emails. We point our voice mail server to send the voicemails and forward our support email addesss as well to IssueTrak which then creates a support tickets. IssueTrak Runs and does what it is supposed to do. Light footprint and easy to use. IssueTrak support is outstanding with training and support issues. I would highly recommend!

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

Overall: Daily usage for our customer support center.

Vendor Response

by Issuetrak on May 26, 2017

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

Not enough stars

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

Pros: Its hosted.

Cons: When searching issues, cannot click back button. Must start search all over.

ASP programming scares me a little in this decade. Glad it is in the cloud for our security sake.

Overall: Although I rate Issuetrak highly, by star reckoning, all categories look equally strong. This is not the case. Where these folk truly shine is in the Customer Support arena. These guys rock! And, they use their own software. Submitting an issue with them is just like what we do in our office. And seeing how they use their product gives us a better understanding how we may do things. Its great!
Please forgive my hasty opinions. I've only been using their product for almost 20 years. I could be wrong. BTW: We're hosted in the cloud now. Yeeha!

Recommendations to other buyers: Keep up the great service.

Vendor Response

by Issuetrak on March 21, 2017

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

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

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

Pros: I like being able to search for the issues I need for information with fast. I am so busy on the phone and customers that when I need certain information from IssueTrak I don't have to sit and wait. I love the way it allows for a wildcard search. I can relax because this software is exactly what I need to get my job completed every day.

Cons: I have been using this software for 12 years now and there is not much I don't like about it. There have been a few bugs but most of them have been fixed over the years. The more I use it, which is every day, the easier it gets. Whenever I have a problem, which is rarely, the fix is quick. The only time I can't relax is when the site goes down, occasionally, usually a server problem.

Overall: I make my boss happy when I can retrieve the information quickly and set in an excel sheet for reports needed fast. I have become the most valuable employee hired in this department.

Capterra-loader

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

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

Pros: Easy customize-able solution for tracking issues, assets, billing, and surveys. Pricing setup so that you can pick which features you need and can really customize to suit the needs of your organization. Anytime I find something I feel IssueTrak can improve on or do better they are always there to listen and have a community of IssueTrak users to really listen to their customers. They go above and beyond in this area truly and are a pleasure to work with.

Cons: Not able to Scan/Audit Non-Windows devices (luckily for us that is a minor detail). Locations are a little weird for a single site location such as an educational institution but it works. Just takes a bit of learning how the system functions.

Overall: Asset management, Helpdesk ticketing solution, Auditing assets to verify software updates are complete, Reporting, Surveys, a good all around solution that is customize-able and affordable.

Capterra-loader

We spend less time organizing.

May 09, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Issuetrak helps my team track requests ,issues and tickets with features like auto-assignment, at-a-glance dashboard metrics, user-defined fields,custom forms ,detailed reporting, custom-forms etc. I like that we are allowed to either deploy in the cloud or in-house.
We are able to submit tickets via web form, mobile,email, web form, or web portal. Ability to define our work-flow with simple task lists or complex branching is a blessing to our daily work activity. Issuetrak is highly customizable and supports quick implementation, with an easy to navigate user interface.

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

Basic Ticketing Solution

Aug 01, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: The cost of the product is a huge seller, especially when compared to similar products on the market. Their customer support and sales team are easy to work with and quick to resolve issues.

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

Overall: Issue Tracking for our IT Help Desk.

Vendor Response

by Issuetrak on August 15, 2017

Thank you for your feedback Lars. We are always working to improve our product and services and firmly believe in the idea that there are no finish lines. I'm sorry to hear about the lack of communication - that is certainly not how we strive to operate. I will share your feedback with the appropriate teams to make sure this is rectified. Thank you for choosing Issuetrak!

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

Jan 26, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: customization , quick-pick setups for repetitive tasks/scenarios

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

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

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

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

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

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

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

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

Aug 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: We are not currently using all features available from Issue Trak but this system is continuously developing that we will have to integrate more system into Issue Trak - e.g. knowledge base, external/internal requests, proposals for product improvement/new product introduction, etc..

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

Overall: Transparency on issue resolution and reporting purposes.

Horrible for anything but canned actions

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

Pros: Small footprint on server and runs on Windows. We didn't have to install some appliance or other modified Linux variation to get the software up and running. Able to leverage our existing SQL and IIS servers when needed.

Cons: Functionality, they claim it is highly flexible and has workflow but there is no logic short of a yes no response system. The flexibility for any department outside of a single use is frustrating and process automation only really sends notifications there is no automation but instead reporting of when you completed something. Simple workflow related tasks are non-existent such as creating a new issue to handle a flow item, this causes you to have to try and include all outcomes for a workflow item.

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

IssueTrak Product Review

Mar 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It's super easy to use and extremely functional. Whenever we need assistance with something, the support team is super helpful and fast.

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

Overall: We have been using IssueTrak for about three years now. We began using it as an issue tracking system for company and since it has evolved into so much more! We are now using it for IT/HelpDesk issues, Customer Service, and our VendorHelp platform. Any time we have a problem or need help with something with the site, the support team at IssueTrak is always prompt in assisting. I would recommend this to anyone and give 5/5 stars!

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

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

Pros: They are constantly listening and improving the software which is wonderful to keeping up with change. The simplicity of using this tools is so easy it takes our departments about 1 hour to learn how to use issuetrak. In about 1 weeks they are well on their way with no issues

Cons: We have not complaints about Issuetrak, the only thing I could provide is that we wish that the issues would be a little more intuitive when the same customer submits several times, this would avoid more than one issues opened for the same customer

Overall: So easy to use and wonderful support team!

IssueTrak and don't look back

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

Pros: customer support

Cons: little ugly on the user interface side.

Overall: This is a solid product with top shelf customer support. I've used several of the big ones which all have their own share of issues (no pun intended). IssueTrak handles our facility issues well. With automated ticket creation and pass-through authentication it is simple for users to create tickets. On the dashboard page I can get an overview that benefits my position as IT Director to know at a glance what is happening.
No system is perfect which is why this isn't a pure 5 star review but with a quality product offering combined with good prices and the best customer service I've come across in years, don't hesitate to give IssueTrak a chance.

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

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

Pros: I like that I do not have to reach out to other departments nor does the customer to get this fixed. I can submit a ticket and they will correct the issue, or pass along the information to the correct team. It helps me to be as efficient as possible.

Cons: I do not like how often it doesn't route properly. It is supposed to be auto filled with what area in our system it's going to, and if it's not it makes it really difficult to ensure it's getting where it needs to go.

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

Great Ticketing System and more!

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

Pros: The ease of use. First off it's easy to setup and maintain. Once it is setup it's like set it and forget it. It just works.

Cons: Really no cons about this product.

Overall: We have used Issuetrak for 7 years and it is the most reliable ticketing system I have ever used. It's a great product for tracking, escalating and creating tickets.

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

without a doubt the best in the business

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

Pros: how easy it is to use and the support staff. they are always friendly and willing to go above and beyond to address my issue. i may call them for help 1 or 2 times a year. that is how great the product is

Cons: the asset tracking needs help. it does not clean itself up and the tools to work on it all have to be done in SQL instead of a gui interface to do maintenance on it.

Overall: it tracks every issue in our business. we rely on it all day long, 7 days a week and tickets open whether done by email or phone.

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

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

Pros: The software is very intuitive and if there is an issue, help is just a phone call or e-mail away. Reports can be easily exported and the variety of extracting data is endless.

Cons: I would like the reports to show trend analysis, but that is not a deal breaker. Your reports are easily exported to Excel where you can manipulate the data in any way possible.

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

Capterra-loader

Issuetrak makes issuing support tickets a breeze!

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

Pros: I love the ease of creating tickets for issues that I need to resolve. I also use this software to resolve tickets that were submitted by other users. The software has a nice simple layout which makes it look clean and not cluttered.

Cons: The layout could be updated with a new look to give users a modern feel. The current look is a little out of date for current software userfaces.

Overall: Ease of use ticketing system.

Flexible, feature-complete issue tracking and customer support product

Jun 15, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

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.

Capterra-loader

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

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

Pros: Quick, simple, and has plenty of features. Allows for precise control over each issue. Very responsive interface. Has fantastic customer support.

Cons: Development seems to be a bit slow on adding features, Short Term is set as within a year, which is of course reasonable, but Short Term is more like two weeks sprint, but that's personal opinion and experience.

Overall: Resolves the complexity of tracking issues.

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

Jun 05, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Cost effective solution compared to the others on the market. It give us great value for the money - the response time dropped drastically. Now we are able to assist to our customers promptly and efficiently. I can track tickets and provide info related to other departments without even having to pick up the phone.

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

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

ToDo Lists

Dec 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: documentation of completing requests and steps taken to meet the request.

Overall: Not only do we use IssueTrak as an IT Helpdesk tracking software, but we've expanded out to tracking Facilities, Human Resources, and Finance requests. We also set up a second installation to manage client referrals for services- using the second install allowed us to separate the confidential data. We've been happy with the flexibility and it's definitely meeting out needs!

Lacking Key Features

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

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

Vendor Response

by Issuetrak on February 10, 2016

We appreciate your feedback. Both items you mention are good suggestions for improvement. Many Issuetrak customers employ our "Assign To Me" feature so that agents can grab an unassigned issue from the queue. That issue is then removed from the queue, and other agents won't try to grab it. But this method doesn't prevent the problem you mention 100%. I checked UserVoice, and I see several other people have requested more robust handling of simultaneous updates. I contacted our product manager, and he says this is an issue we will be addressing. The other problem isn't so clear-cut. There could be times when it is OK to have assets with the same serial numbers. What if they come from different manufacturers? I see Arbitration Forums has been a customer for almost nine years! We've enjoyed working with you and your colleagues over the years. If you have any more suggestions, please let us know, or feel free to put them directly into issuetrak.uservoice.com.

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

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

Pros: My goal was to find software that I could turn my emails into something that I could track at month end. I was looking through a month's worth of emails and then in two other systems to get a complete history of each month which took hours at the end of each month. I was missing things and hated all that was falling through the cracks.
I asked google for a software program that I could turn my emails into something I could track and up popped IssueTrak. I have been testing it for a few months and just went live...it's incredible. I had my IT department create a special email address that I sent out to all the property managers that I deal with and bingo, we are live and traking!!!! Not only will I be able to able to create reports at month end I can create special reports for our zones and regions. I also like that I can make 90% of the changes that I need to make - adding issue types, locations, end users, etc. is so easy.

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

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

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

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

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

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

Pros: It is great for tracking past and present issues. I use it every day and like that I can do a search of past issues to see resolutions.

Cons: I wish I could have the Department listed when I receive an email notification of a new issue that has been submitted. Other than that, the software is a great asset.

IssueTrak meets our Help Desk needs

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

Pros: Long time user. IssueTrak is easy to use for our techs and even the most basic users. The reporting makes it easy to pull a report even minutes before a meeting.

Cons: We have had some problems since the upgrade to version 10. However their tech support have been helpful getting the issues resolved.

Verify intuitive issue tracking tool

Aug 31, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Easy to administer and configure
Good rich feature set and customization
Customer support is excellent

Cons: Would be nice to have a custom landing screen, for self help.
It would be nice to support concurrent licensing

Overall: Issue tracking hence the name
Workflow and building repeatable tasks for standard operating procedures

Great product for all IT/helpdesk need

Feb 13, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Great sales and support team.

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

Recommendations to other buyers: Try it!

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

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

Pros: The cloud based option. I'm on call every 5 weeks, so being able to check tickets from anywhere is a nice. Keeps me on top of things.

Cons: Having to click 3 times to close a ticket. Needs to be a tick box and a close button for multiple items.

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

Clean and Professional

Jul 11, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The software is professional and keeps a record of all things billing and customer support related which is very important in my line of business.

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

Overall: Professional Customer Service

IssueTrak is a wonderful system

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

Pros: Reporting is very user friendly and very customizable - also extremely fast. Easily customizable screens for ease of use. Quick Tips for most common issues.

Cons: When upgrading - it is hard to figure out exactly how the upgrade will effect your specific account.

IssueTrak Review

Nov 03, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Comments: IssueTrak is #1 in my book.

Pros: Knowledge Base, sends out email and text alerts when a new issue comes in, and the Support people are THE BEST! Having a database there of all OPEN and CLOSED issues. The ability to send out mass emails to all users.

OK Ticketing system

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

Pros: Not best application, has lots of issues.
but yet simple and easy to use. Will get the job done for small organization.

Cons: Not best application, has lots of issues.
but yet simple and easy to use. Will get the job done for small organization.

10+ year IssueTrak customer for Helpdesk and process management

Sep 21, 2015
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: IssueTrak is easy to set up and use right away with many different configurations. It has supported any process we have set it up to support. The vendor has been extremely easy to work with and responsive to both technical and process questions and feedback.

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

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

We are easily able to manager our tech requests

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

Pros: Email to ticket generation
Assets Management
Comprehensive reporting
AD authentication
AD Self Password reset

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

IssueTrak, Helpdesk and IssueTrak Support

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

Comments: We've been using IssueTrak more in a helpdesk/customer service capacity for a number of years. Projects and Knowledgebase play a large role in our daily operation. We have created menu items for our training programs, etc. I find the creation of menu items to be extremely useful.
IssueTrak Support are amazing. They are quick to respond to us and they don't hesitate to dig deep into the layers for complex issues.
I like that they use social media (for the public in general) and email to circulate quick tips for existing customers.
The two drawbacks for me currently are the text editor box and I've been assured that the replacement/improvement will be in a very near future upgrade and the report writer. It is not flexible in that I can't report on more than 1000 records. I will contact IssueTrak Support in hopes that there is a work around for now.
Great product and support! Thanks.
There are many positives to IssueTrak.

Vendor Response

by Issuetrak on February 19, 2016

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

Comprehensive but a little dated

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

Pros: Robust and comprehensive. It's well established and offers most of the needs of large organization work flows.

Cons: I wish there were ways to inject unique code into forms and processes for customizations without locking you into versions.

Overall: Issuetrak is really robust and offers a pretty comprehensive solution for teams and organizations. We're able to setup efficient work flows so individuals and teams handle their own tickets and task.

My main complaint is that there doesn't seem to be a great solution for custamizing Issuetrak in a way that doesn't lock us into the version we have. We made a few hard code changes to make Issuetrak fit our work flow but now that's locked us into a version of Issuetrak and limits our support options. The one thing that would be nice is if Issuetrak added hooks/methods to tie in unique scripts into sections of the forms or in-between processes.

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

Feb 16, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Being able to assign calls to groups / people and having the emails sent automatically to the people that need to know the call exists.

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

Overall: Ease of tracking issues in our organization.

Easiest ticketing system I have ever used.

Jan 03, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Very customizable, and easy to use. Pulling reports on the fly is simple, as well as creating canned reports

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

Capterra-loader

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

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

Pros: It just organizes everything nicely and gets everything out and visible to the submitters and engineers.

Cons: It doesn't do everything but what it does do is good. I would like to see engineers have the ability to self assign issues of their choice but still not be able to affect assignment of others.

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

Best software ive ever used for tracking tickets

Mar 16, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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

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
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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!

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.

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
Likely
Extremely
Likely

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

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
Likely
Extremely
Likely

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.

A+, I have used/configured numerous help desk softwares,its at the top

Sep 25, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I love the easy of use in all parts, from issue tracking, reports, asset tracking, and configuring

Cons: It would be nice if the knowledge base would be more actionable, currently to look at the knowledge base you have to click or open to go to another screen, it would be nice if when your typing an incident it would bring up in a popup releated kb articles or other incidents, instead of searching them. I also don't like that you tend to get a lot of windows up, sometimes gets confusing.

Recommendations to other buyers: Look at your business needs, but with issuetrak, I was easily able to configure my companies structure(Catagories, Subtype, types of issues),Assets, and I didn't find a workflow that I could not do.

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.

A Great Product with Fantastic Support!

Sep 10, 2015
5/5
Overall
3.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The support is second to none! The product itself is very versatile. We use it for Help Desk, Asset Management, and issue tracking. The Active Directory integration works seamlessly once configured.

Cons: The interface is still a little "clunky". Creating reports from queries that you create takes a little getting used to.

Recommendations to other buyers: No matter which product you choose, make sure that the support is solid, because you WILL need descent support for at least the first year of using the product.

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
Likely
Extremely
Likely

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.

IssueTrak Review

Sep 29, 2015
5/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Whenever an issue gets submitted it will send out a text to each of our cellphones with the IssueTrak number and the name of the person submitting the issue. We can then go into the IssueTrak software and look up the details of the issue.

Cons: I haven't found any areas that I dislike or least like.

Recommendations to other buyers: Go with what's best and IssueTrak was the best that I found while evaluating something to log and keep a record of what is going on with the software.

This software has been essential for my business to speed things up and know them

May 22, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: I love this application and how it fascilita me and streamlines the process of managing complaints; leaving me satisfied as a user and also to my clients for the attention provided

Cons: It is such a practical tool that I have no complaints or criticisms about this software. It is very easy to use and efficient

Basic issue tracker

Mar 11, 2018
3/5
Overall
3 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: The functionality is basic but it is great for storing knowledge base type solutions that can be associated with issues experiences on the job.

Cons: Use it for supporting our software and it allows for tracking all the needed information about an issue, however, the basic functionality limits the potential.

You will not find a better option to manager your customer complaints!

Dec 14, 2016
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: There are plenty of systems available that can assist in certain aspect of complaint management. However, IssueTrak is the only program I discovered that addresses ALL aspects required to manage customer complaints. I've only begun using the program; I haven't tap into its full potential and yet the system is already making my job more organized, more user friendly and more informative. The IT department is always available and ready to help with whatever feature is causing me confusion. You will have to put forth effort to learn the program and practice using the program but the benefits you will receive will out way anything else you'll find on the market. It won't take very long to understand how outstanding the program can be for your complaint department. And all for a exceptional price!

Long Time User Gives IssueTrak High Marks

Oct 06, 2015
5/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Great support! Easy to contact and they have a genuine interest in helping in any way. Very friendly.

Cons: It's not free. But it is full value and has a low TCO. We install it on our own virtual servers.

Recommendations to other buyers: Get it today... The sooner you get started with this product, the sooner you can begin to take charge of your support ticketing. Also, the Asset Management feature is very useful for tracking devices and the software on them.

Capterra-loader

Issue Track is very functional and customizable

May 19, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: It has excellent tools for order control, it is a great help for the company's logistic department, it is easy to use and very customizable. A good customer service and technical support, we will continue using it !!!!

Cons: It is an incredible platform, but it will help us more if the custom fields are added automatically at the end of each search, we hope they improve this so that they are practical.

Overall: The logistics department is more relaxed with the help provided by this platform.

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
Likely
Extremely
Likely

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.

Excellent Solution for our Small Network

Sep 30, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Program runs smooth with little maintenance. We use it for help ticketing and inventory. The cost is very reasonable and it works great from mobile phones and ipads.

Cons: I wish it would find printers automatically. We don't have many so its not a huge problem, but would be necessary for a bigger company.

Recommendations to other buyers: Testing live is critical. Many claims are made and do not work as well in production.

Issue Trak has saved me thousands of hours.

Sep 25, 2015
5/5
Overall
4.5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The support team is absolutely amazing! They are always Professional, Friendly and UNDERSTANDING! the product is straight forward but the setup and install can be overwhelming if you are not an avid SQL user.

Cons: getting use to the default mail notifications and how to work for multiple mailboxes

Recommendations to other buyers: I would recommend others to stop looking around and get Issue Trak

Support is excellent.

Feb 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I like the ease of use, automated inbound email, automated outgoing email, and monitoring service that keeps both incoming and outgoing email jobs running.

Cons: I least like that this is Microsoft Windows based which requires at least one server with IIS and a license for SQL server.

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
Likely
Extremely
Likely

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

Overall Solid Product

Sep 10, 2015
4/5
Overall
3 / 5
Ease of Use
3.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Many good functions and some customizable features. Built in KB and escalation rules are nice.

Cons: Too many pop-up windows. Seems to be missing a couple key items, like being able to turn off time warnings, and better sorting on certain screens. Could use some customizable logic for email intake (currently only supports a couple hard coded commands, e.g. close ticket). Would be nice to be able to email the system to change the status/substatus of the ticket on the fly.

Recommendations to other buyers: Consider alternative ways to use built in functionality to achieve your goals. Some of the features are not overly intuitive, so you may have to just dig in and play with what is there to fully understand what you can do with it.

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 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.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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 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
Likely
Extremely
Likely

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.

Issuetrak review

Oct 01, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: The software is highly configurable and intuitive. The vendor is responsive and supportive of enhancement requests.

Cons: The product design is a bit dated. It also does not translate well to mobile.

Recommendations to other buyers: update to more current look, introduce mobile responsive and native design.

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.

Change Management and IT Ticketing

Sep 09, 2015
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: The product is very flexible and the support has been amazing. All of our experiences have been very positive.

Cons: This vendor has been a pleasure to work with and they have made themselves available far above our expectations.

Recommendations to other buyers: Don't relegate this product into one specific box. This product is capable of doing many things. We implemented change management with an automated workflow, and then implemented a completely separate trouble ticketing system.

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
Likely
Extremely
Likely

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!

Excellent product!

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

Comments: Pros
-Very easy for the end user
-AD integration
-Easy administration
-5 star customer support

Cons
-I don't have any

Our school has been using IssueTrak for several years now however I just stepped into my new job about 6 months ago and as part of the job one of my responsibilities is the IssueTrak system. I have had to learn and work with A LOT of new systems in the past few months and this one has been extremely easy to work with. When IssueTrak found out I was new they recommended a "tune up" which is a one-on-one webex session that goes over "your" IssueTrak setup. After the tune up I was ready to go! When I run into things that are over my head tech support is just a quick call away and have always been helpful and didn't stop working on the issue until the problem was solved. I would recommend IssueTrak to anyone looking for a product like this.

Great product

Sep 09, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: The ease of use and features of the product. Vendor support helped customize needed features for a specific contract

Cons: I would say some features can be improved but the core functionality of what is needed is there and new API is great

Recommendations to other buyers: For evaluation, play with the demo. Make sure it fits with how your organization works and don't look for 100% but at least 90% of required features. No system really has it all.

IT Department's IssueTrak experience

Sep 10, 2015
5/5
Overall
3.5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I like the ease of use for our clients whom we have just recently given the ability to submit their own tickets. Many have made the transition from email our department to submitting tickets with ease.

Cons: Searching and reporting features are a little complicated for the average user.

Recommendations to other buyers: Look for the product's capability to envelope what your end result is or what you are trying to accomplish.

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.

Capterra-loader

Functional and tracks the issues

May 29, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: It is really easy to use and is good for auto-assigning and helping out our smaller sized IT team with solving and making workflow easy.

Cons: Sometimes it is not fully compatible with chrome, so it can be difficult since I work through google chrome a lot.

ALways got a response in a nice amount of time

Sep 10, 2015
5/5
Overall
4.5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: When you setup the software you can set it up comfortable the way you want it. Easy for everyday use

Cons: Sometimes it will send double issues to one email when it is taken care of.

Recommendations to other buyers: Make sure they are aware of there options and they can setup Issues how they want it. IssueTrak can be intimidated cause of all the information you can put in but overall a great software

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.

Cheap and effective.

Feb 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The support team! They always do an amazing job and treat you like a Vip. I have never been let down by them.

Cons: Sometimes the bugs get in the way of functionality. That being said they usually. Patch them up pretty quickly.

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!

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!!!

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
Likely
Extremely
Likely

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

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.

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.

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
Likely
Extremely
Likely

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.

Support Tracking that is versatile and exceptional Customer Support

Dec 29, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: It's easy to use and customizable. Allows for easy use of creating tickets and tracking knowlegebase articles.

Cons: Perhaps the look of it could be updated. Also a way to create a Knowledgebase article direct from a ticket. Also ability to allow users to create their own dashboards.

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
Likely
Extremely
Likely

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

Sentry Technology IssueTrak Review

Apr 29, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: Up until we started using IssueTrak, managing our service department was a complete nightmare. Now we can easily triage our service cases and efficiently allocate resources to meet customer needs. IssueTrak has allowed me to completely reorganize our customer service experience and provide our customers with a transparent, collaborative forum from which we can coalesce information.

Vendor Response

by Issuetrak on April 30, 2015

Trevor, Thanks for the product feedback. I love the way you use the asset management database to track customer issues directly back to an individual piece of equipment. Tony

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.

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
Likely
Extremely
Likely

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

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

IssueTrak is critical to our success

Jan 22, 2016
4/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Comments: IssueTrak is at the center of our customer service and support process. We use it to support our software customers and provide quick response to their questions and challenges. We love it's flexibility and robust feature set. IssueTrak's support team shines because they use the product they produce. The only drawback we currently experience, and why I rank the overall rating at a 4 instead of a 5, is the lack of unlimited field customization in the various areas of the program.

Capterra-loader

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
Likely
Extremely
Likely

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.

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.