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

Discussions

Issuetrak Community

Languages Supported

English

Solution Type

All-in-One

Overview by

Taylor Ross

Pricing

Pricing provided by Issuetrak.

Cloud

Starting at $26.00

1 per agent Per Month

View More Pricing Information

Top-Rated Alternatives

Zendesk for Customer Service

View All Alternatives

User Insights

Average based on 63 real user reviews.

Implementation Time

2 months

Perceived Cost

$$$$$

Typical contract price

$0k - $0k

Per Month

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Verified User in Staffing and Recruiting

Mid-Market (51-1000 emp.)

7/21/2015

"IssueTrak is a solid support management tool."

4.5/5

What do you like best about Issuetrak?

IssueTrak allows us to manage our support requests along with managing and tracking our assets. One key area where IssueTrak has helped us is to monitor when equipment needs to be replaced. It also helps to share information across the helpdesk users. Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

The GUI is a little dated compared to other products and it would be nice to see some additional mobile features. Review collected by and hosted on G2.com.

Recommendations to others considering Issuetrak:

Look past the user interface and give it a try. Review collected by and hosted on G2.com.

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

We have moved many of our paper requests into IssueTrak allowing various departments to eliminate paper and improve request tracking. Our employees and customers love the ability to go to one place and request Review collected by and hosted on G2.com.

Response from Hank Luhring of Issuetrak

edit

We appreciate you taking the time to write a review. We're glad that IssueTrak is allowing you to improve request tracking across multiple departments. We take your comments about the GUI to heart and we are working on that as we speak.

All the best,

Hank Luhring

Maria B.

Director of Technology

Education Management

Mid-Market (51-1000 emp.)

6/10/2015

"User-friendly help desk solution for any-sized business"

4.5/5

What do you like best about Issuetrak?

The automated inventory of computers. Web-based interface that works great on mobile devices in the field. The custom reporting for end of year inventory is critical. Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

We wish there was a way to search for printers and inventory the automatically. Review collected by and hosted on G2.com.

Recommendations to others considering Issuetrak:

Support is excellent and available after hours. Review collected by and hosted on G2.com.

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

Our help desk tickets are organized in one location and can be used for tracking and reporting. Tickets can be tied to assets. LDAP makes user management simple. Review collected by and hosted on G2.com.

Response from Hank Luhring of Issuetrak

edit

Thank you for your review, and we have taken note of your request to discover printers automatically.

Verified User in Non-Profit Organization Management

Small-Business (50 or fewer emp.)

11/17/2015

"Streamline customers issues"

4.5/5

What do you like best about Issuetrak?

The reporting available is a nice feature. Also the knowledge base section is very user friendly. Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

At the present time I don't have a dislike. Review collected by and hosted on G2.com.

Recommendations to others considering Issuetrak:

remote access(not through 3rd party) Review collected by and hosted on G2.com.

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

The business process using Issue Trak is more effective and efficient than a spreadsheet. The ability to keep the customers updated on their issues via email is fantastic. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

9/25/2015

"Issue Trak for Merchant Processing"

3.5/5

What do you like best about Issuetrak?

It allowed us to keep in contact with merchants and customers, tracking the issues from start to finish Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

There was a bit of time used upon starting the program, we had to employ some part time data entry team in the beginning of the process Review collected by and hosted on G2.com.

Verified User in Medical Devices

Small-Business (50 or fewer emp.)

6/9/2015

"Good Web Based Software..."

4/5

What do you like best about Issuetrak?

Being able to customize using your own company logo on the main start up screen. Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

Every website that I go into has some kind of a ticker-tracker of how many has logged in to the site. IssueTrak does has this option or not available at all. Review collected by and hosted on G2.com.

Verified User in Education Management

Mid-Market (51-1000 emp.)

6/9/2015

"Reliable, cost effective and meets our needs."

3.5/5

What do you like best about Issuetrak?

Email capabilities, ties to Active Directory and web login. Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

Reports can be difficult to produce without much SQL knowledge. Review collected by and hosted on G2.com.

Recommendations to others considering Issuetrak:

Reports can be difficult to run without SQL knowledge. Canned reports are good for analysis, but cannot be exported. Works with Google Apps for Education without issue. Review collected by and hosted on G2.com.

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

Public school, K-12 classroom, administrative and software based issues. Easily track priorities, team labor hours knowledge base. Review collected by and hosted on G2.com.

Verified User in Primary/Secondary Education

Enterprise (> 1000 emp.)

6/4/2015

"IssueTrak"

4/5

What do you like best about Issuetrak?

the pricing structure is fair and the software is easy to implement. Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

reporting in issuetrak is cumbersome and difficult. Review collected by and hosted on G2.com.

Andrew G.

Senior Vice President, Marketing

Furniture

Enterprise (> 1000 emp.)

6/3/2015

"Good for everyday projects but not robust enough to manage projects involving complex assets"

3.5/5

What do you like best about Issuetrak?

Ease and customization of the interface. Reporting tools for managers Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

Not suited to serve as a marketing workflow tool Review collected by and hosted on G2.com.

Russell Q.

Manager, Customer Relations

Utilities

Mid-Market (51-1000 emp.)

4/28/2014

"Implementation of Request Management System"

4.5/5

What do you like best about Issuetrak?

Many options for configuration enabled a well-received and effective implementation of the system. Very user-friendly as we have received a 94% end-user satisfaction rating since roll-out. Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

Printing so that you get a full view of individual issues is problematic. Can do a huge dump to an Excel spreadsheet, but that is bulky and unmanageable. If I know a particular issue is going to be reviewed, I'll do a screen capture using Snagit, but that doesn't always print in a friendly format (if the issue has a lot of notes or tasks). Review collected by and hosted on G2.com.

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

We have centralized inquiries coming into our company through IssueTrak. Have maintained a SLA compliance percentage in the mid to high 90's. As I have already mentioned, internal satisfaction is high, and external user satisfaction is even higher (94% either somewhat or very satisfied with experience). Review collected by and hosted on G2.com.

Jason W.

IT Support

Computer Software

Mid-Market (51-1000 emp.)

12/27/2013

"Simple to use"

5/5

What do you like best about Issuetrak?

It is easy to use, quick to set up and adjust to meet our needs. We like being able to create task workflows to allow different sets of tasks for differing paths to completed tasks. Support is always friendly and quick, with a vast selection of FAQs that can answer most of the common questions to situations that come up Review collected by and hosted on G2.com.

What do you dislike about Issuetrak?

It would be nice to have an ability to have issues auto assign to person filling out the issue. Reports are not as user friendly as we would like I find it easier to run SQL to get many of the answers that I seek, but I am more comfortable in that then working through the predefined set up of IssueTrak. Review collected by and hosted on G2.com.