Issuetrak Features
Platform (6)
Mobile User Support
Based on 18 Issuetrak reviews. Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Customization
Based on 30 Issuetrak reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management
Based on 30 Issuetrak reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration
Based on 11 Issuetrak reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality
Reporting
Based on 38 Issuetrak reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress
Dashboards
Based on 38 Issuetrak reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance
Ticket and Case Management (8)
Ticket Creation User Experience
Based on 43 Issuetrak reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket
Ticket Response User Experience
Based on 43 Issuetrak reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response
Workflow
Based on 42 Issuetrak reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response
Respond to common requests with standard reply 39 reviewers of Issuetrak have provided feedback on this feature.
SLA Management
Offers tools for managing and tracking service-level agreements (SLAs) 24 reviewers of Issuetrak have provided feedback on this feature.
Attachments/Screencasts
Based on 41 Issuetrak reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration
Based on 40 Issuetrak reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database
Based on 24 Issuetrak reviews and verified by the G2 Product R&D team. Central repository for account and contact information
Communication Channels (5)
Customer Portal
Based on 30 Issuetrak reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case
Based on 32 Issuetrak reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support
Based on 15 Issuetrak reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Voice
Make and receive calls directly in the application. Track and record calls for analysis.
Self-Service Experience (5)
Knowledge Base
Provides a repository of information that can be used by those seeking support.
Searchable Articles
Makes articles in the knowledge base searchable on the web.
Community Forums
Enables users to engage with other users to solve common issues.
Mobile Optimization
Optimizes the customer self-service experience on mobile devices
Personalization
Gives the user targeted, personalized results based on their activity or preferences
Self-Service Platform (4)
Branding
Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.
Automation
Automates some or all operation related tasks
Artificial Intelligence
Utilizes artificial intelligence to improve workflows or customer experiences
Integrations
Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools
Administration (3)
Change Management
Tools to track and implement required IT changes in a system.
Asset Management
Tools to organize and manage all IT assets within an organization.
Reports & Analytics
A means to view and analyze a large amount of data in order to gain business insights.
Service Desk (3)
Help Desk
A place for users to submit tickets when they require IT help.
Incident Reports
Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.
Process Workflow
The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.
Functionality (4)
Ticketing System
Provides a service desk for users to submit tickets for IT-related issues.
Performance Logging
Tracks action-by-action asset performance with machine- or human-readable logs.
Alerting
Creates alerts when tracked assets encounter errors or performance issues.
Automation
Automates repetitive tasks associated with IT service operations and maintenance.
Management (5)
Reporting
Provides graphics, dashboards, and general reporting around IT service, assets, and incidents.
Administration Console
Provides administrative tools for routine maintenance, upkeep, and tracking.
Access Management
Gives administrators control over user privileges and accessibility for IT assets.
Asset Management
Gives administrators control over hardware and software resource allocation and tracking.
Policy Dictation
Controls policies and configurations across business applications and hardware.
Monitoring (4)
Constant Monitoring
Monitors systems constantly in real-time.
Timely Alerts
Alerts users of incidents and issues as soon as they arise.
TIcket Accuracy
Generates accurate incident reports.
AI Monitoring
Utillizes AI to monitor and report on incidents in real-time.
Management Tools (3)
Ticket Assignment
Assigns tickets to relevant team members.
Standardization
Cultivates a standardized workflow for enhanced organization.
Lifecycle Visualization
Grants transparent overviews for the lifecycle of each incident.
Agentic AI - Customer Self-Service (7)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Multi-step Planning
Ability to break down and plan multi-step processes
Cross-system Integration
Works across multiple software systems or databases
Adaptive Learning
Improves performance based on feedback and experience
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Decision Making
Makes informed choices based on available data and objectives
Agentic AI - Help Desk (3)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Agentic AI - Incident Management (7)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Multi-step Planning
Ability to break down and plan multi-step processes
Cross-system Integration
Works across multiple software systems or databases
Adaptive Learning
Improves performance based on feedback and experience
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Decision Making
Makes informed choices based on available data and objectives
Agentic AI - IT Service Management (ITSM) Tools (7)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Multi-step Planning
Ability to break down and plan multi-step processes
Cross-system Integration
Works across multiple software systems or databases
Adaptive Learning
Improves performance based on feedback and experience
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Decision Making
Makes informed choices based on available data and objectives
You’re seeing this ad based on the product’s relevance to this page. Sponsored content does not receive preferential treatment in any of G2’s ratings.
