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.)
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.
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.
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.