Issuetrak Reviews & Product Details

Very customizable product with different modules and pricing. Support staff is knowledgeable and eager to help and listen to suggestions and feedback. Review collected by and hosted on G2.com.

Some features like software licensing and asset management could have more restriction levels of who can modify what. As is it's all or nothing add/modify/delete or read only. Can't give just modify for instance of specific fields. Software license feature allows export to excel and is tied to asset function so could be more private and secure. Can only have one asset per request. Locations are specific to general not general to specific. I have suggested changes to these areas maybe in next version. Be nice if users could be linked to locations as well as assets. Review collected by and hosted on G2.com.

Having the facility to enable users to email the helpdesk, was the biggest like for us, we used to get people emailing separate members of the team, which would cause problems for tracking the jobs. The ease of use and the dashboard overview at a glance are great. Review collected by and hosted on G2.com.

The reporting could be a little better with the inclusion of graphs, but now I have my own setup it's not a big problem to get the numbers out and type them in to my spread sheet. Review collected by and hosted on G2.com.

IssueTrak is a user friendly helpdesk tool when you are in a moderate-paced business and need access to issues. There are features that include status updates, assignments, reporting, auto generated reporting, multii-task functionality. For our company, we have a small IT Department and we are responsible for a variety of areas. The Quick Pick configuration has been great because all we have to do is select it and the basic form/information is automatically loaded and assigned to that responsible person. We use tasks when a particular issue or project requires input from multiple people or multiple steps. We also have pre-generated report functions setup which can send a weekly report to each "assignee" so they will know what their issues are for the following week. Review collected by and hosted on G2.com.

I would love to see the search screen re-designed in more of a drop down column spreadsheet type filter option where we could have the ability to filter based on specific data (assigned, date, issue type, etc.) Review collected by and hosted on G2.com.

We are an IT Solutions and Support Provider with approximately 100 customers. Since we implemented Issuetrak our customer service has increased due to the ability for our customers to self-service themselves. We have implemented a comprehensive Issue Tracking and Escalation. Knowledge Base and Inventory for all of our customers. Review collected by and hosted on G2.com.

Better Mobile App and the ability to handle Support Contracts in a more flexible manner. Review collected by and hosted on G2.com.

We use this tool mostly for the knowledgebase and ticketing system which work great. it is extremely helpful in our professional environment. I thought the Active directory implementation was easy and seamless. Their tech support is responsive and knowledgeable which is extremely important to me. Review collected by and hosted on G2.com.

The reports are a little tricky. I also don't use the asset tracking as much as I would like to, possibly because I haven't spent enough time figuring out how it would best suit my environment. Review collected by and hosted on G2.com.

We have been utilizing Issuetrak for over years now. Our initial reason for purchase was so that we could utilize it as an issue/bug tracking database for our application development team. We then expanded it into our Helpdesk system and now we serve over 1000 users, across multiple locations, averaging about 3000 tickets a month. Issuetrak is a scalable product that can grow with your company and is flexible in design that it can meet the various needs of an organization. Review collected by and hosted on G2.com.

Although the reporting feature has most of the summary reports needed, it would be nice to have some trending reports for issues. For example, top ten issues based on a date range. Another report would be an overall dashboard report, which can include KPI's that are setup within the system. Review collected by and hosted on G2.com.

Implementation was straight forward, making it easier for adoption by my team. The features are standard for an issue management system, but they are intuitive and I like the dashboard concept. Speed is good, ticket management is good, overall the product is solid and meets our needs. We went live with our internal help desk concept using issuetrak and I have no regrets. It is a great solution for the price. Basic features are easy to configure and you can almost go live with defaults. Review collected by and hosted on G2.com.

Reporting is difficult at times. There is no easy view to recap issues in a printable format. I like to have this when reviewing open tickets with my team. The mobile functionality seems limited, but they developed some more recently that I have not yet evaluated. I would like to see some development around unassigned tickets concept. Perhaps a Queue where tickets are auto-assigned based on priority or agent workload and skill? Also, configuring advanced features - like quick picks and associated defaults - is cumbersome. Review collected by and hosted on G2.com.

We develop Software for the Alarm Industry and have customers on every continent. IssueTrak keeps us connected to our customers. They have an issue, submit a ticket and we respond. It has also kept our inter-department connection intact. The reporting features are a must in any business. I absolutely love the Dashboard!! Review collected by and hosted on G2.com.

I have made a few suggestions regarding enhancements and have not heard a thing about them. Review collected by and hosted on G2.com.

Stable. It is one of the systems that we have that do not require much maintenance and attention. It runs itself!! While it is not very graphic or motion picture like, similar to a .net application, it provides all the functionalities required to track all the requests flowing through our 500+ staff IT department so no request is falling through the floor just because someone is on vacation. It provides sufficient information to capture the demand of an IT department. Review collected by and hosted on G2.com.

It would be nice to have a more intuitive workflow management configuration and graphic status monitoring. Perhaps it would be helpful to see the stages of the request if a customer is allowed to login and monitor the requests. Maybe in the next .net version. A mobile app would be good as well for techs travelling onsites. Review collected by and hosted on G2.com.

Versatility. We manage Facilities, HR, and Technology issues for 300 locations using 1 app. It allows you to customize as much or as little notification for the end users as you need.

Scalability. In test we started with just 10 stores. We easily expanded to all of our organizations with very little effort.

Simple for the submitter to use. We required a product that locations could quickly define their issue, submit it and get back to running their business. Review collected by and hosted on G2.com.

Needs a good mobile app. Review collected by and hosted on G2.com.