Issuetrak Reviews

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.

Pros

Data tracking, hands down. I can research past issues with confidence. It takes a bit of management to keep people from being lazy when entering tickets, but when all the information is there this becomes a very powerful tool that can be used to track day to day problems, but it can also compile them over years to see larger trends that otherwise would have gone unnoticed. It also helps me and others cover our bases and provide evidence to either support or refute vague claims that otherwise would be anecdotal in nature.

Cons

The search function can, at times, can feel clunky. It's not bad, but if you are asking me to pick nits here, this would be it. One annoyance is searching users, where I have to pick between active or non-active. I don't know why I can't search both at the same time, which would speed up my process. Also it seems like the main search tool at the top could be a little more robust. I almost never come up with anything useful out of it as I think it only looks at subject line searches. When searching names or terms often times the search gets confused by one letter or capital difference. I feel like to be truly effective the search function could have more intelligence (speaking from a place of not knowing at all how that works).

This is not a con, but in my opinion the mobile settings are not sufficient for use on the phone. As we move further and further remote in our jobs, it would be very handy to have an Issuetrak app. A dedicated mobile device application that is not through the web browser would elevate this experience ten fold if done properly. As of right now I use Issuetrak almost exclusively on my PC, but I could see the benefits of a mobile experience, keeping notifications within the app and reducing email accumulation. Right now I basically ignore Issuetrak when traveling, and it would be wonderful if this didn't have to be the case.

Pros

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

Cons

Does not integrate with Financial or 3rd party software without ample time and money invested.

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.

Pros

Issuetrack is great. It works right out of the box but also has tons of customization available. It's one of those rare solutions that your internal team will like as much as your customers do.
- customers can login to see all their issues
- great email rules you can customize to how your team works and what your customers want
- nice set of reports already on board
- VERY nice work flows (once we saw these, we used them for EVERYTHING)
- If I could rate their own support team higher than a 10, I would. I manage our company's support team, and the Issuetrack support team is my model for how support should treat their customers.

Cons

Actually nothing. I love it. Our leaving was a cost saving measure (we are using a free product now) and I miss Issuetrak EVERY DAY.

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.

Pros

It is very easy to learn - I had no experience with it in November, and became comfortable with it in just a few days. I especially like the Knowledge Base and Recurring Request features.

Cons

It's not the prettiest GUI. Pasting images always pastes them too large and have to be resized.

Alternatives Considered

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.

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.

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.

Pros

ease of use entering tickets

Cons

survey needs work
need the ability to integrate o365

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!

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.

Pros

The product is user friendly, has great visuals in the Dashboard, and has the ability to automate notifications.
The training sessions and site configuration sessions with Issuetrak were key to a successful product launch at our facility.

Cons

It was difficult to get Active Directory/SSO working correctly during launch. IssueTrack does not play well with large corporate IT cybersecurity policy.

Pros

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

Cons

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

Pros

We are an MSP and repair center and Issuetrak makes it very easy for our clients to place help tickets. The ability to scheduled and generate reports on the fly also helps to find trends check metrics.

Cons

The UI could use some work. There is also a small learning curve, so we have to spend some time with new clients to get use to the system.

Pros

I love the orientation that has as information repository (trouble shoting and applications), the organization that shows in the escalation of incidents. the way that supports support through emails and calls. The reports, the indicators, one of the best tool for ticket management. 100% recommended

Cons

I do not have much against this App, notifications, roles and permissions are a bit rigged, the flexibility in customizing forms (adding fields) and POP messages and windows, tends and can uncontrolled the flow on the screens, is a little slow

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.

Pros

It's a good workflow product and is a temporary electronic storage system for our files

Cons

Want to be able to customize it more. Need to be able to rename attachments and easily merge them to another issue. Would also like to pick and choose attachments when emailing from the issue.

Pros

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.

Cons

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.

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

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.

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.

Pros

The ease of use and the multiple bolt on applications that are available.

Cons

I can't think of any cons as yet. We are in the implementation and training stages for the product.

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.