Over Issuetrak

Issuetrak helpt je bij het beheren van tickets en verzoeken van start tot oplossing. Flexibel, aanpasbaar en makkelijk te gebruiken. Cloudgebaseerd of lokaal.

Meer informatie over Issuetrak

Pluspunten:

Like the ability to be able to pull raw data sets on anything we need.

Minpunten:

Installation is bit tricky. Only search users beginning with last name of the user, some time can be annoying.

Beoordelingen van Issuetrak

Gemiddelde score

Gebruiksgemak
4,4
Klantenservice
4,7
Functies
4,4
Waar voor je geld
4,5

Waarschijnlijkheid van aanbeveling

8,8/10

Issuetrak heeft een totaalscore van 4,6 van 5 sterren op basis van 181 gebruikersreviews op Capterra.

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Reviews filteren (181)

Valery
Valery
Support Services Specialist in VS
Geverifieerde LinkedIn-gebruiker
Overheidsadministratie, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

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

5,0 5 jaar geleden

Opmerkingen: Resolves the complexity of tracking issues.

Pluspunten:

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

Minpunten:

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.

Stephen
Director of Technology Operations in VS
Gezondheid, wellness en fitness, 501-1.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Issuetrak Reveiw

5,0 2 maanden geleden Nieuw

Opmerkingen: Using them now is the second time I used them. Once in my previous job and now here. In my previous job I switched from them to SysAid - and in my present job I switched from SysAid to Issuetrak. I did this because Issuetrak offered me greater flexibility to manage various cost centers within a single application in the most efficient and usable fashion.

Pluspunten:

The ability to segment my customer base to the responsible departments. Quickly see the overall view to manage my staff and responses to give outstanding customer service.

Minpunten:

Have yet to find any major flaws thta were not able to be resolved by some method.

Reactie Issuetrak

2 maanden geleden

Thank you for your positive review, Stephen! We're delighted to hear that you have found Issuetrak's flexibility useful for your business operations!

Anna
Video tech support agent in VS
Telecommunicatie, 5.001-10.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

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

3,0 6 jaar geleden

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

Pluspunten:

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.

Minpunten:

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.

Ash
Chief in India
Schoolleiding, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Hope they will make improvements rest all is best that could be in this app

4,0 2 maanden geleden

Pluspunten:

Some of the best things about Issuetrak which I liked are:Customizable workflow: The ability to customize the workflow to match the unique requirements of an organization, which can help to streamline processes and improve efficiency.Reporting and analytics: The ability to generate reports and analyze data on customer support requests and issues, which can help organizations to identify and resolve recurring problems, improve processes, and make data-driven decisions.Integration: Issuetrak can be integrated with other systems such as CRM, ERP, and other service management tools, which allows the data to flow seamlessly and automate the process across different systems and platforms.

Minpunten:

Some potential "worst things" about Issuetrak could include:Limited capabilities: Issuetrak may not be able to handle more complex or nuanced tasks that require human judgment or decision-making.Dependence on existing systems: In order for Issuetrak to automate tasks, it must be able to interact with existing systems and software. If a company's systems are outdated or not properly configured, it may be difficult or impossible to integrate Issuetrak.Limited understanding: As with any new technology, there may be a learning curve for users, and they need to be trained to use the software effectively. A limited understanding of the software may lead to poor implementation and a low adoption rate.

Reactie Issuetrak

2 maanden geleden

Thank you for your honest review, Ash! Looks like there are a few features working well for you and a few we can improve upon. Mediocre isn't in our vocabulary, so we've relayed your feedback to our Product team so we can continue improving our software. Thank you again!

Th
Assistant Consumer Care Manager in VS
Voedselproductie, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Lifesaver

5,0 2 maanden geleden Nieuw

Opmerkingen: Overall the staff has been professional, friendly and knowledgeable.

Pluspunten:

Issuetrak has been a lifesaver, cutting down on continues hours of data entry.From building the data base for our needs, to the customer support team for questions the staff has been professional, friendly and knowledgeable.

Minpunten:

It took sometime ironing out our processes but it was a true team effort!

Reactie Issuetrak

2 maanden geleden

Thank you for your honest review! We're delighted to hear that you have found Issuetrak to be a lifesaver for your business operations! Your feedback has been relayed to our Product team, but if you have any additional feedback about our software and how we can improve, don't hesitate to submit your ideas to our feedback form on our website, https://www.issuetrak.com/feedback, which goes directly to our Product team. Thank you again!

Richard
Richard
Computer Support Technician in VS
Geverifieerde LinkedIn-gebruiker
Hoger onderwijs, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

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

4,0 5 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Laura
Senior Director, Quality & Risk, Corporate Compliance Officer in VS
Ziekenhuis- en gezondheidszorgbranche, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

My experience with IssueTrak

5,0 2 maanden geleden Nieuw

Opmerkingen: My organization has really benefitted from utilization of this software. Your team has been amazing to work with!

Pluspunten:

This software was easy to customize for my organization's needs. Implementation was very smooth with expert assistance from [sensitive content hidden]. The team was very flexible in working within our timeline. This system is far better than our prior system, and the reporting capabilities, auto-escalation, and automated report functions are outstanding!

Minpunten:

That we didn't start using this sooner!

Reactie Issuetrak

2 maanden geleden

Thank you for your kind review, Laura! We're delighted to hear that you have found our automation and reporting tools useful for your business operations! If we can improve in any way, please use this form on our website, https://www.issuetrak.com/feedback, which goes directly to our Product team. Thank you again!

Leland
Network Engineer in VS
Machine- en installatiebouw, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Issue Trak

5,0 2 maanden geleden Nieuw

Opmerkingen: we are currently trying to get the rest of the company to standardize on Issue Trak for all departments

Pluspunten:

orgainzes our tickets, helps create a knowledge base

Minpunten:

When updating a ticket I get numerous emails with status updates...hard to keep track of

Reactie Issuetrak

2 maanden geleden

Thank you for your honest review, Leland! Looks like there are a few features working well for you and a few we can improve upon. Our Customer Success team recommends adjusting your substatus notification settings. Our Support team is happy to help you get that fixed. https://support.issuetrak.com/

Peter
Manager - IT & Facilities in VS
Lucht- en ruimtevaart, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Issuetrak rocks!

5,0 2 maanden geleden Nieuw

Opmerkingen: The customer service, professionalism and support is phenomenal.

Pluspunten:

The "Bang for the Buck". The amount of features and functions is incredible!

Minpunten:

The only item that I'd like to see worked on is the inability to change or modify some of the "set" fields.

Reactie Issuetrak

2 maanden geleden

Thank you for your honest review, Peter! We're happy to hear that you have found Issuetrak to be the best bang for your buck! We've also relayed your feedback about the set fields to our Product team so we can continue improving our software. Thank you again!

Richard
Director of IT in VS
Hoger onderwijs, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Issuetrak on the move

5,0 2 maanden geleden Nieuw

Opmerkingen: Great!

Pluspunten:

emailing IT request in to the system, works with MS365The upgrades in the last 24 months

Minpunten:

Knowledge Base and Calendar system need an upgrade

Reactie Issuetrak

2 maanden geleden

Thank you for your honest review, Richard! Looks like there are a few features working well for you and a few we can improve upon. Mediocre isn't in our vocabulary, so we've relayed your feedback to our Product team so we can continue improving our software, including the Knowledge Base and calendar view. Thank you again!

Tom
General Manager in VS
Olie en energie, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Robustness in an Affordable Package

4,0 6 jaar geleden

Opmerkingen: 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

Pluspunten:

Flexible Adaptable User-friendly

Minpunten:

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.

Scott
Director of IT in VS
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great software for phone or email support issues.

4,0 6 jaar geleden

Opmerkingen: Daily usage for our customer support center.

Pluspunten:

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!

Minpunten:

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.

Reactie Issuetrak

6 jaar geleden

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?

Russell
Manager, Customer Relations in
Nutsbedrijven
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer
Bron: SoftwareAdvice

IssueTrak for Issue and Project Tracking

4,0 8 jaar geleden

Pluspunten:

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.

Minpunten:

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!

Erin
Software Developer in VS
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Perfect Tool

5,0 11 maanden geleden

Opmerkingen: We would have a more difficult time with communication with our clients without this central tool for our business.

Pluspunten:

Integration into our business was very easy. It is a perfect tool to manage issues when there are many irons in the fire and many people that are involved. It is a perfect tool to know exactly what is going on with our clients at any time. Including issues from years ago that may have become relevant again.

Minpunten:

In our experience the report creator is not as intuitive when creating reports. There is certain information we are wanting and the view is not available.

Salman
Systems Administrator in Canada
Management non-profit organisaties, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Simple and Effective

4,0 4 jaar geleden

Opmerkingen: Solves end-users needs to submit their requests quickly, also IT Admins can better track all the requests and report.

Pluspunten:

The ability to customise the software to meet our needs Report generator tool is pretty extensive Email to ticket, made end-users life easier Overall a decent product

Minpunten:

Installation is bit tricky Only search users beginning with last name of the user, some time can be annoying As an admin when I send reply to tickets it goes using my personal work email rather than the support email, I constantly have to cc support email and advise users to Reply All when sending replies.

Guy
IT Director in VS
Automotive, 501-1.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

without a doubt the best in the business

5,0 6 jaar geleden

Opmerkingen: 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.

Pluspunten:

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

Minpunten:

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.

Scott
Computer Support Specialist 2 in VS
Schoolleiding, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Flexible, feature-complete issue tracking and customer support product

5,0 7 jaar geleden

Opmerkingen: 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.

Pluspunten:

Stability, web-based, AD authentication, available features, optional modules, customizability

Minpunten:

Occasional problems with KB articles not being editable after creation

Coleen
Network Support Administrator in VS
Management non-profit organisaties, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

ToDo Lists

5,0 6 jaar geleden

Opmerkingen: 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!

Pluspunten:

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

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Geestelijke gezondheidszorg, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Used daily as a organizational communication routing tool.

4,0 5 jaar geleden

Pluspunten:

Used daily as a organizational communication routing tool. I like going to a single location to document and having the data routed as needed to the appropriate recipients. I like the escalation process built in.

Minpunten:

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

Roland
Finance Analyst in Ghana
Bankwezen, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer
Bron: SoftwareAdvice

Efficient Help Desk and Support System.

5,0 4 jaar geleden

Opmerkingen: Retrieving information quickly for Decision making is key and this makes my superiors happy anytime am ble to retrieve information quickly. Just try it and you will love it.

Pluspunten:

A very reliable Help Desk and Support System which gives room for flexibility. very easy to use ones its set up. is very user friendly.

Minpunten:

have been using this for a while haven't had a any flaws yet but at times it slows. Aside that this is a fanastic support system and will recommend to any one to try it.

Troy
Sr System Admin in VS
Olie en energie, 501-1.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Verify intuitive issue tracking tool

4,0 6 jaar geleden

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

Pluspunten:

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

Minpunten:

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

Brenda
Help Desk Manager in VS
Horeca
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great Ticketing System and more!

5,0 7 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

Really no cons about this product.

Sandi
Software Support in
Computersoftware, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer
Bron: SoftwareAdvice

IssueTrak Review

5,0 5 jaar geleden

Opmerkingen: IssueTrak is #1 in my book.

Pluspunten:

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.

David
Senior Systems Administrator in VS
Schoolleiding, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Issuetrak

4,0 vorig jaar

Pluspunten:

Once it is customized it is easy to use.

Minpunten:

Figuring out how to customize ticket presentation and limits of doing so.

jeniffer
Business Analyst in Canada
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Easiest ticketing system I have ever used.

5,0 5 jaar geleden

Pluspunten:

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

Minpunten:

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