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.

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.

I can sort by multiple options within different tabs and I can see easily who the feedback is assigned to and who created the ticket Review collected by and hosted on G2.com.

Sometimes there's to many tabs for one form to fill out Review collected by and hosted on G2.com.

It's very easy to use and if your missing something it tells you exactly what to add. Review collected by and hosted on G2.com.

The one thing thag sometimes is annoying is the new time zone feature. Review collected by and hosted on G2.com.

The ability to integrate this application with insisting software is quite good. This makes the software useful when you already have existing processes. Review collected by and hosted on G2.com.

The initial process of setting up is probably the only issue I saw any bugs during the configuration process. Review collected by and hosted on G2.com.

Their REST based API allows our team to utilize our own software's interface to create tickets directly inside of IssueTrak. Alternatively, users can also email in their tickets in case they cannot reach the software. The best part about this is that we can have their user information tied to the ticket, meaning we do not have to dig and hope that we can tell *who* submitted the ticket! Review collected by and hosted on G2.com.

The only thing I would like to see less of is new windows. In Chrome, when opening various links within the software, it opens a whole new Chrome window instead of opening a new tab or just taking me straight to that page versus opening a new window/tab. Review collected by and hosted on G2.com.

The fact that I do not have to have continuous updates for the app Review collected by and hosted on G2.com.

The interface is sometimes difficult to use. Review collected by and hosted on G2.com.

The ease of which tickets can be resolved and also monitored for progress. This helps in the case of miscommunication or system glitches. Review collected by and hosted on G2.com.

I would hope that the number of tickets that can be tracked at one time will increase. Review collected by and hosted on G2.com.

The product is robust yet intuitive. The feature set covers almost anything one could need out of a tracking product and the optional modules cover ancillary needs in exceptional fashion. The support staff is exemplary and clearly demonstrate an intimate knowledge of the product. Review collected by and hosted on G2.com.

Initial setup can be a bit esoteric. Staging the product may require getting acclimated to certain terms and language exclusive to the product. Also, different facets within the product maybe dependent on other facets which may not be readily obvious during the initial configuration. Review collected by and hosted on G2.com.

Email to ticket, organizing the trouble tickets, next action ticket to individuals and reporting. Setup was simple and effective to managing my IT Department and Lock Desk at this Mortgage company. Review collected by and hosted on G2.com.

I don't like to having to purchase a license for each individual I want to have the ability to pass on tickets to others as this reduces the effectiveness of getting the tickets in front of the proper person in a timely basis.

Most important issue is giving users a direct link to access the system and submit tickets as the security level is minimal. The software needs to be updated to a tier 3 / layer 3 capabilities so they can securely access via a website and have the data back in the DMZ protected. Review collected by and hosted on G2.com.

The ability to store existing users and be able to search for them. Also the ability to categorize the different jobs that are sent in. I like that we are able to directly communicate with customers compared to our previous desk where we simply logged our communications, whether through emails or calls. Review collected by and hosted on G2.com.

The very limited formatting of messages is inconvenient for the nature of my work. It would be nice to be able to use tables and graphics without having to attach files. In addition, the character limit when emailing the issue is too limiting as some of our email communication can get lengthy. Review collected by and hosted on G2.com.