Issuetrak Reviews

Summary: Issuetrak is very user friendly. The GUI is very nice and easy to use and understand. As with any new product, it does take time to figure out all the options and how to set them up. The best part is their technicians, if you forget how to do something, you don't really have to do much thinking, you call them and they will help you. These guys are great. Whenever you call or whoever you talk to, they are very knowledgeable. Julian, Ryan, Chris and Patrick are great. They almost always solve my problems on the first call. Only when I had to respond to them did it take more than a day to resolve. It started at McWright, and the training staff there was great. He was easy to talk to, pleasant to get along with, and very technical. He set up our ticketing system the way we wanted it and got it right the first time. I highly recommend Issuetrak for any of your ticketing system needs. It can do a lot for your organization.

Positive: I like that I don't have to contact other departments and the client doesn't have to solve the problem. I can submit work orders and they will correct the problem or pass the information to the right team. It helps me be as productive as possible.

Negative: I don't like how often it routes incorrectly. It should automatically fill the area in our system it's going to, and if it's not, it's hard to make sure it gets to where it needs to go.

Summary: Overall, there's a great workflow that you can assign to someone who can continue working, even after working on that ticket. The ability to pull a raw dataset for everything you need is helpful too. The product is very flexible and the support have been great.

Positive: Issuetrak is one of the most useful management tools for team leaders and managers. Helps you organize and sort open issues by issue type, subtype, escalated issue, and more, with easy-to-read graphs and tables to see key data at a glance.

Negative: Issuetrak does not regularly reassess / reassess how customers are using the product, or can assist in any improvements.

Summary: It is a very complete platform that facilitates and minimizes the entire life cycle of complaints filed by customers.

Positive: It is very simple and quick to set up the entire task management process. It has excellent options to resolve complaints or problems in a short period of time. Notifications sent via email help keep customers always informed. Their support team is very friendly and efficient.

Negative: The only thing that I even consider should be added is more customization options.

Summary: Overall, my work, from assigning tasks to tracking progress, is fully automated. Its logical operations help identify possible solutions or next steps to a particular problem. Best tool I've come across.

Positive: What I like most is the complex branching workflow that allows users to see the steps they have completed. It also assigns team members to each task and sends automatic notifications when something is needed. Much of my work is automated with Issuetrak.

Negative: Tracking using the Issuetrak feature is fairly easy, but can take time due to issues.

Summary: Overall, my work, from task assignment to progress tracking, is fully automated. Its logical operations helps determine possible solutions or next steps for a particular problem. The best tool I have come across.

Positive: What I like the most is the complex branching workflow that allows users to see the steps when they're done. It also assigns team members to each task and sends automatic notifications when something is needed. Much of my work is automated with Issuetrak.

Negative: Tracking using the Issuetrak feature is fairly easy, but it can be time consuming due to glitches.

Summary: I like the ease of use in everything from problem tracking, reporting, asset tracking to configuration. With software support, the software is worth it as it is. Whenever you have a problem, you can call and get great customer support.

Positive: I love this application and how it facilitates and streamlines my complaint management process. As a user and as a customer, I am satisfied with the attention.

Negative: It would be great if the knowledge base was more practical. Currently, to view the knowledge base, you need to click or open it to go to another screen, it must be automated.

Summary: The product is very versatile and the support is amazing. We started using it as an issue tracker for the company and since then it has grown into much more! We now use it for our IT/HelpDesk issues, customer service, and Vendor Help platform.

Positive: What I like the most is that it has great visuals in the dashboard and it has the ability to automate notifications. It also addresses the need of end users to submit their requests quickly, and IT admins can also better track all requests and generate reports.

Negative: It's not self-cleaning and the tools to work on it all have to be done in SQL instead of a GUI to maintain it.

Summary: I work in a call center and I like how to classify different issues when there is an escalation that we are unable to handle in the first call with a customer. It is very easy to set up and use. Easy-to-understand ads that can be easily customized with custom fields.

Positive: The "ticket" format is easy to create. I like quick picks like ticket templates. The help desk can easily select the right one and pre-enter a large number of items to ensure a smooth and organized work.

Negative: It does not properly support the ITIL process and it is the only lacking capability we need.

Summary: Our management has implemented Issuetrak in the Customer Service Help Desk. Until now, there was no ticket system. This was a big step for our organization. To justify the cost, there was much better customer interaction and reportable data. The Issuetrak team is actually listening to users, receiving suggestions, and working to implement them in newer versions of the software.

Positive: It's easy for business users and great support when needed. An easily customizable solution for tracking issues, assets, billing, and investigations. Pricing is also very familiar, with the choice of what you need and what you don't need, and you can actually customize it to suit your organization's needs.

Negative: In my opinion, the user interface looks very organized and clean. Menu options are great features, but it would be great if you could create a particular website that only a particular group or user could see. For example, websites related to a particular department, IT, maintenance, and so on. Now any department or group can see these websites set up in Issuetrak. Allows you to limit your site to specific groups.

Summary: It is really easy to use and suitable for auto-assignment and helps our small IT team to solve and ease the workflow. Overall, a great automation tool used to manage day-to-day help desk support requests and to easily track requests and provide quick resolution times.

Positive: We use Issuetrak to manage our helpdesk, but it is limited when it comes to CMDB and CI data association with outages. The available reports and dashboards could be improved. Easy ticket management and integration with mailboxes are some of the key features of this tool.

Negative: Sometimes the email sent to the system to generate the ticket gets stuck on the server and we have to manually run the emailing job.