The easy of setup and use was the best. It was easy to setup and deploy to the help desk and upgrades are very straight forward. I also would like to comment on their tech support because they are very quick and helpful when we did come across a problem. Review collected by and hosted on G2.com.

This is a pretty clear and consise tool so it met all of you needs. I guess the GUI could be a little better but other than the that, it is a solid product. Review collected by and hosted on G2.com.

Issuetrak is a highly versatile tool that we have been able to adapt to many paper processes in our company They have done a wonderful job at re-vamping based upon customer input, and continue to craft a better product.

Support and service is out of this world. Review collected by and hosted on G2.com.

Limited flexibility in a few ares, but these are being worked on. Review collected by and hosted on G2.com.

fit for purpose -

Simple vs overly complex

Semi intuitive

Highly scalable (regarding user volume) Review collected by and hosted on G2.com.

user display names vs user IDs

Group ID vs Group Names

** both are problems when performing searches and building reports.

Messaging is per instance - ideally messaging (outbound eMail notices) would be per inbound eMail address not per instance.

Difficult to implement SLA funcationality Review collected by and hosted on G2.com.

It has a very simple interface and easy to learn on your own. You could setup task management very quickly Review collected by and hosted on G2.com.

It's integration layer is very old school and needs to be improved. also its capabilities to parse emails Review collected by and hosted on G2.com.

Product is easy to use after a basic understanding is provided with setting up Organizational Structure. As stated earlier, developing screens is relatively easy. Don't need to rely on a technology resources. Review collected by and hosted on G2.com.

Need additional screen features such as the ability to have checkboxes, allow questions to be on left and right from a design viewpoint, and, provide more options for sorting in My Requests and more download capability throughout the application. Review collected by and hosted on G2.com.

It can be a omprehensive solution ticketing system. It uses a external mailbox of the customer which allows the customer to control who will receive ticketing notification. This also allows versatility in managing the ticketing system. Review collected by and hosted on G2.com.

Very difficult to keep the replies to the same ticket. You have to train the whole organization how to reply to tickets on a continuous basis. Review collected by and hosted on G2.com.

Ease of use, intuitive interface, very helpful support Review collected by and hosted on G2.com.

Since we're in the implementation phase, nothing yet. Review collected by and hosted on G2.com.

The overall UI is professional looking, without being BORING.

Declaring "rules" allows us (the users) to control the outcome of major processes of a helpdesk system. Review collected by and hosted on G2.com.

Character limitations of any sort; the content rich editor is way too elementary. Review collected by and hosted on G2.com.

At its core it is meant for Help Desk, but with good configuration can be used to track internal work flows. Review collected by and hosted on G2.com.

The permissions per user and group are not as detailed as needed at times. Review collected by and hosted on G2.com.

ability and ease of tracking cases for internal purposes Review collected by and hosted on G2.com.

not linked to salesforce would like to have integration Review collected by and hosted on G2.com.