Issuetrak reviews

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

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.

Issuetrak Reveiw

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.

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

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.

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

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.

Lifesaver

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!

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

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.

My experience with IssueTrak

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!

Issue Trak

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

Issuetrak rocks!

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.

Issuetrak on the move

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

Robustness in an Affordable Package

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.

Great software for phone or email support issues.

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.

IssueTrak for Issue and Project Tracking

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!

Perfect Tool

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.

Simple and Effective

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.

without a doubt the best in the business

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.

Flexible, feature-complete issue tracking and customer support product

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

ToDo Lists

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.

Used daily as a organizational communication routing tool.

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".

Efficient Help Desk and Support System.

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.

Verify intuitive issue tracking tool

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

Great Ticketing System and more!

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.

IssueTrak Review

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.

Issuetrak

Pluspunten:

Once it is customized it is easy to use.

Minpunten:

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

Easiest ticketing system I have ever used.

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.