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Issuetrak Reviews & Product Details

At Issuetrak, we’re dedicated to helping organizations achieve greater customer success with ticket tracking. If you’ve struggled to keep important user requests from slipping through the cracks, Issuetrak is here to help. We specialize in help desk, issue tracking, workflow, customer support, and complaint management. And with easy onboarding, custom configuration, and ongoing 99% rated support, your teams will be sure to knock out support requests and master workflow success. Our customizable software is a fit for hundreds of different industries and usages, from customer support to compliance to change management. Issuetrak helps businesses like yours track tickets, issues, and requests from submission to resolution and make sure no request gets lost or misplaced. Streamline your day-to-day processes and operations with workflow and reporting tools that bring visibility and accountability to your team. With Issuetrak you’ll cut down on wasted time and money, improve customer service, and increase communication among team members. Automation, Reporting, Custom Forms, Alerts, Workflows, and More: Automation that helps your team work faster and smarter Easy, omnichannel issue submission via email, mobile, web portal, or webform At-a-glance dashboard metrics plus detailed, customizable reporting Custom forms and user-defined fields to fit your unique organization Task management and workflow branching to keep everyone on track Add-on modules to meet specific needs: Asset Management for storing and reviewing information on your team’s assets Active Directory integration for improved organization and security Billing module for generating invoices, inputting billable time, and more Surveys module to gather and implement customer feedback and improve customer success!

Seller

Issuetrak

Languages Supported

English

Product Description

Issuetrak helps your team track tickets, issues, & requests with features like auto-assignment, ticket escalation, at-a-glance dashboard metrics, detailed reporting, custom forms, user-defined fields, and much more. Submit tickets via email, mobile, web form, or web portal. Define your workflow with simple task lists or complex branching. Issuetrak is highly configurable, quickly implemented, & easy to use. Cloud or on-premise deployment.

Overview by

Taylor Ross

Discussions

Issuetrak Community

Pricing

Pricing provided by Issuetrak.

Cloud

Starting at $26.00

1 per agent Per Month

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Issuetrak Media

The Issue Hub is your home base in Issuetrak. Its custom views allow you to sort, filter, and organize your issues, as well as mass update groups of issues with a few clicks.

The Settings Lightbox shows all of Issuetrak's settings and feature capabilities in one place, allowing you to quickly update and reference features.

Submit issues, tickets, requests, and more through this customizable screen.

The Dashboard gives up-to-the-minute, at-a-glance statistics regarding Tickets/Issues/Requests in your system.

The View Issue screen gives you an updated, at-a-glance status of a ticket, including notes, submitter, SLAs, and other open related tickets.

Issuetrak Reviews (62)

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Dakota F.

Senior Network Engineer

Enterprise (> 1000 emp.)

4/22/2022

"Extremely Satisfied"

5/5

What do you like best about Issuetrak?

Issuetrak is one of the best ticketing systems that I've used. The search function for previous tickets is a great Knowledge Base for recurring issues and fixes as long as the tickets are documented properly. Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

This could have been on our end, but with a large amount of tickets, searching through old ones could take quite a bit of time. It's not a deal-breaker but a speedy search would be appreciated! Review collected by and hosted on G2.com.

Verified User in Electrical/Electronic Manufacturing

Enterprise (> 1000 emp.)

1/8/2018

"IssueTrak’s Help Desk software has been a great benefit to our organization."

5/5

What do you like best about Issuetrak?

The Reports section is highly utilized and cherished for it provides us with Summery Reports and a Report Writer for our own Queries. Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

We have had a few hiccups with the email notifications not sending. Review collected by and hosted on G2.com.

Recommendations to others considering Issuetrak:

It is highly customizable and allows us to be more efficient in tracking issues with our end users. Excellent product with excellent support staff!!! Review collected by and hosted on G2.com.

What problems is Issuetrak solving and how is that benefiting you?

It is highly customizable and allows us to be more efficient in tracking issues with our end users. The software is very stable and we rarely need support but in those few instances that we do, we always receive excellent support and guidance. There are a number of features that are extremely useful. The Quick Search and Advance Search options provides the ability to find information quickly. The Reports section is highly utilized and cherished for it provides us with Summery Reports and a Report Writer for our own Queries. The Email Notifications keep everyone in constant communications. Excellent product with excellent support staff!!! Review collected by and hosted on G2.com.

Verified User in Telecommunications

Enterprise (> 1000 emp.)

11/24/2017

"A Decent Tool for Escalations"

3/5

What do you like best about Issuetrak?

I work in a call center, and I like the way it categorizes the different issues when you have an escalation that can't be handled during the initial phone call with the customer. At least at my company, there's a category for pretty much every problem you can think of. I will say that it is better categorized than other tools I've used here. And I'm sure that helps get the issues directed to the correct departments better too. (I've only used it to escalate. I've never closed an IssueTrak ticket.) Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

Sometimes we'll get customers that want to compliment or make a complaint another employee. For a long time, IssueTrak was our primary tool for doing this, through the Feedback section. This could just be the way my company programmed IssueTrak, but a lot of times we couldn't find the employee in IssueTrak to assign the complaint properly. I would find the employee in our employee database no problem, but I just couldn't pull them in the Feedback tool. Review collected by and hosted on G2.com.

Recommendations to others considering Issuetrak:

I would say that most of my problems with IssueTrak are less on IssueTrak and more on how my company uses. I've seen a lot of people close my IssueTrak escalations without properly investigating. And I think the problems I have finding employees in the Feedback tool is likely due to how the employees are programmed into the IssueTrak database by my own company (like people who are there being listed multiple times). So just be careful as to how you program IssueTrak and how you use it. It can be very useful and helpful if programmed and used properly. Review collected by and hosted on G2.com.

What problems is Issuetrak solving and how is that benefiting you?

There's a wide range of business problems we've used IssueTrak to solve. Some examples include payments being applied incorrectly or getting lost entirely, technicians forgetting equipment during service calls or installs, damage claims, and both positive and negative feedback on specific employees. I'll be honest, with my role in this process, I don't always see the end result of the IssueTrak ticket I put in. It is supposed to Email me when the ticket is closed, but that doesn't always happen. I have seen several accounts where billing issues like missing or misapplied payments got resolved successfully when the investigative process was started through an IssueTrak. I would say that tends to be where this tool is the most successful for us. I've seen damage claims resolved this way too, but those are less common than billing problems. Review collected by and hosted on G2.com.

Pete P.

IT Operations Manager and IT Service Manager

Defense & Space

Enterprise (> 1000 emp.)

9/5/2017

"IssueTrak for incident management"

3.5/5

What do you like best about Issuetrak?

Was inexpensive and very easy to setup and use. Straight forward displays and easy to tailor with user defined fields. Easy to create the format for "ticket". I like the Quick Picks, which are like ticket templates, thus making it easy for the helpdesk to to choose the right one and have a number of items pre-filled. Simple Knowledge base is also easy to use and append files to. We were able to configure SLAs and metrics in it. Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

Does not support ITIL processes well. We do "change management" in it with change tickets, and that works fine. Problem management does not really fit so well and you cannot link incidents to problem tickets or known error records. Review collected by and hosted on G2.com.

Recommendations to others considering Issuetrak:

Determine you ITIL needs, if you don't need a highly "ITIL--ready" tool, then this is a very good ticketing system at a good price. Review collected by and hosted on G2.com.

What problems is Issuetrak solving and how is that benefiting you?

We use this in our IT support role. We have a helpdesk that initiates most tickets and an IT tech team that resolves them. Review collected by and hosted on G2.com.

Verified User in Consumer Services

Small-Business (50 or fewer emp.)

1/31/2018

"Issuetrak services"

2.5/5

What do you like best about Issuetrak?

This software manages issues that need to be tracked and kept up with flawlessly Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

It requires a lot time time to create new issues Review collected by and hosted on G2.com.

Verified User in Financial Services

Enterprise (> 1000 emp.)

7/12/2017

"Review of IssueTrak"

3.5/5

What do you like best about Issuetrak?

I like you are able to track tickets and get information to other departments we don't have phone contact with for our customers. I work in tech support for Charter communications and it makes it much easier to assist customers and get information quickly Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

It often times doesn't pre populate where it has to be routed to, and all the different areas and division we work with makes it incredibly difficult to get it correctly routed. It could also be simplified more, there is definitely a learning curve when you first start using the program. Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

1/31/2018

"Issuetrak for healthcare "

3.5/5

What do you like best about Issuetrak?

Issuetrak allows for multiple teams to utilize and for easy assigning of tasks Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

Layout of charts on open issues makes it difficult to see where open tickets are Review collected by and hosted on G2.com.

Verified User in Leisure, Travel & Tourism

Enterprise (> 1000 emp.)

10/19/2017

"Satisfied"

4/5

What do you like best about Issuetrak?

The custom reporting capabilities. Our organization can pull or automate reports per client. Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

User interface could use an update. It is simple but it looks a bit dated. Review collected by and hosted on G2.com.

Verified User in Telecommunications

Enterprise (> 1000 emp.)

7/14/2017

"Issuetrak"

4.5/5

What do you like best about Issuetrak?

That we can submit information to other departments/people for review Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

On occasion the site with close out or error when trying to submit the tickets Review collected by and hosted on G2.com.

Brigitte A.

System Support Specialist

Information Technology and Services

Mid-Market (51-1000 emp.)

12/22/2016

"Simply useful"

3.5/5

What do you like best about Issuetrak?

It is simple and web-based. Has clean look, and easy to maneuver. Able to keep up with fast paced environment. Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

Would like more custom reporting for turn around time and more options for the dashboard - so that it is more easy on the eyes.. Review collected by and hosted on G2.com.

Recommendations to others considering Issuetrak:

Its a great simple tool, but dont expect customizations, or custom reporting. Review collected by and hosted on G2.com.

What problems is Issuetrak solving and how is that benefiting you?

We use this software to keep track of issues - works very well to research reoccuring issues and to see who is the star tech with closing issues. Review collected by and hosted on G2.com.