[ Issuetrak Reviews ](https://www.g2.com/products/issuetrak/reviews) [ Issuetrak Reviews ](https://www.g2.com/products/issuetrak/reviews) # Issuetrak Features ##### ## Platform (7) Mobile User Support Allows software to be easily used on multiple mobile devices include phone and tablet devices. Customization Allows users to customize chat colors, text, logos, and branding. User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Third-Party Integrations Set up connections to third-party platforms to improve business processes Reporting Provides analytics tools that reveal important business metrics and track progress Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Mobile Access Access software remotely via mobile devices Show More ##### ## Ticket and Case Management (16) Ticket Creation User Experience User Experience of creating and submitting a ticket Ticket Response User Experience User Experience of responding and receiving a response Workflow Route tickets based on values of fields, changes to ticket status and time based conditions Automated Response Respond to common requests with standard reply Service Level Agreement (SLA) Management Set and monitor service level agreements to ensure timely response and resolution Attachments/Screencasts Documents and files can be attached to the ticket to communicate with customer issues/resolutions Ticket Collaboration Share and collaborate on tickets with multiple customer service representatives Customer/Contact Database Central repository for account and contact information Workflow Management Create, design and manage workflows for repetitive tasks Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Ticket Management Track, manage, or resolve user requests and IT incidents/issues Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Inbox Management Organize, prioritize, and manage incoming communications Support Ticket Management Allow customers/users to submit support queries and service requests Email Management Manage, store and organize emails within the system or via third-party apps Show More ##### ## Communication Channels (6) Customer Portal Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents Email to Case Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket Live Chat Support Ability for customer service agents to communicate with customers via live chat to solve problems live Social Media Integration Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks Voice Make and receive calls directly in the application. Track and record calls for analysis. Video Chat Chat with your counterparts over the video in real time Show More ##### ## Self-Service Experience (5) Knowledge Base Provides a repository of information that can be used by those seeking support. Searchable Articles Makes articles in the knowledge base searchable on the web. Community Forums Enables users to engage with other users to solve common issues. Mobile Optimization Optimizes the customer self-service experience on mobile devices Personalization Gives the user targeted, personalized results based on their activity or preferences Show More ##### ## Self-Service Platform (4) Branding Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. Automation Automates some or all operation related tasks Artificial Intelligence Utilizes artificial intelligence to improve workflows or customer experiences Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools Show More ##### ## Administration (21) Change Management Tools to track and implement required IT changes in a system. Asset Management Tools to organize and manage all IT assets within an organization. Reports & Analytics A means to view and analyze a large amount of data in order to gain business insights. IT Asset Management Managing inventories and tracking changes to hardware and software configurations Knowledge Management Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Project Management Plan and coordinate all the resources, costs and time needed to execute assignments Service Level Agreement (SLA) Management Set and monitor service level agreements to ensure timely response and resolution Task Management Create, manage and track all task activities and progression Service Request Management Assign, track and manage customers' service requests such as service enquiry, feedback/complaints and more Release Management Planning, scheduling, and overseeing the release of software or system changes into a live or production environment Configuration Management Identify component attributes like servers, hardware, software, and manage relationships across all services Ticket Management Track, manage, or resolve user requests and IT incidents/issues Workflow Management Create, design and manage workflows for repetitive tasks Problem Management Identify and solve underlying cause of incident(s), and prevent future incidents from occurring Incident Management Manage and track all disruptions and incidents Contract/License Management Track, store, and access client contracts or licenses Support Ticket Management Allow customers/users to submit support queries and service requests Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Capacity Management Monitor service demand and performance to plan for adequate resources that meet business needs Availability Management Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients Inventory Management Track and manage inventory levels to maintain proper supply Show More ##### ## Service Desk (4) Help Desk A place for users to submit tickets when they require IT help. Incident Reports Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur. Process Workflow The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met. Customizable Reports Alter the layout and content of reports Show More ##### ## Functionality (4) Ticketing System Provides a service desk for users to submit tickets for IT-related issues. Performance Logging Tracks action-by-action asset performance with machine- or human-readable logs. Alerting Creates alerts when tracked assets encounter errors or performance issues. Automation Automates repetitive tasks associated with IT service operations and maintenance. Show More ##### ## Management (6) Reporting Provides graphics, dashboards, and general reporting around IT service, assets, and incidents. Administration Console Provides administrative tools for routine maintenance, upkeep, and tracking. Access Management Gives administrators control over user privileges and accessibility for IT assets. Asset Management Gives administrators control over hardware and software resource allocation and tracking. Policy Dictation Controls policies and configurations across business applications and hardware. Real-Time Reporting Active reporting of data and metrics Show More ##### ## Monitoring (8) Constant Monitoring Monitors systems constantly in real-time. Timely Alerts Alerts users of incidents and issues as soon as they arise. TIcket Accuracy Generates accurate incident reports. AI Monitoring Utillizes AI to monitor and report on incidents in real-time. Mobile Alerts Notifications via mobile devices Email Alerts Receive and/or send email notifications for urgent updates, requests, or other information Real-Time Monitoring Active monitoring of systems, applications, or networks Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Show More ##### ## Management Tools (3) Ticket Assignment Assigns tickets to relevant team members. Standardization Cultivates a standardized workflow for enhanced organization. Lifecycle Visualization Grants transparent overviews for the lifecycle of each incident. Show More ##### ## Generative AI (2) Generative AI Use AI to generate content in the form of text, images, videos, etc. Generative AI Use AI to generate content in the form of text, images, videos, etc. Show More ##### ## Agentic AI - Customer Self-Service (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Help Desk (3) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Incident Management (9) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Third-Party Integrations Set up connections to third-party platforms to improve business processes Multi-Language Manage and support multiple languages Show More ##### ## Agentic AI - IT Service Management (ITSM) Tools (10) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Third-Party Integrations Set up connections to third-party platforms to improve business processes Resource Allocation & Planning Assign available resources (human and/or non-human) to various projects and tasks Multi-Language Manage and support multiple languages Show More ##### ## Additional Functionality (110) Prioritization Arrange tasks based on the level of priority or urgency Service History Track work performed and resources used for past customers, sites, or assets Client Portal Private online space that lets businesses securely share documents and provide information access to clients Customizable Forms Customize contracts and forms to collect specific information AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users API Application programming interface that allows for integration with other systems/databases Service Catalog Database containing accurate and up-to-date information on all operational services Real-Time Notifications Notifications that are delivered to users as soon as an event occurs SSL Security Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Real-Time Monitoring Active monitoring of systems, applications, or networks Generative AI Use AI to generate content in the form of text, images, videos, etc. Surveys & Feedback Gauge satisfaction and receive information for improvement and success Drag & Drop Assemble applications and processes by dragging over and arranging pre-built components Self Service Portal Online portal through which end users can access the system, manage tasks, or obtain information Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Automated Responses Automatic reply functionality for incoming messages Customizable Branding Add customized logos and colors to align with company branding Customizable Templates Pre-designed layouts that can be customized to match preferences and requirements Support Ticket Tracking Track the status of support tickets/escalations as they move through the service queue Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Macros/Templated Responses Templated responses for responding quickly to recurring support requests Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Customizable Fields Customize data fields to support various needs and use cases Activity Tracking Track and document all activities across devices, networks, and other systems Search Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. Alerts/Escalation System alerts about the need to escalate an issue or request Access Controls/Permissions Define levels of authorization for access to specific files or systems Dashboard Creation Creation and customization of dashboards Remote Access & Monitoring Control system behavior and appearance, and access and report on system status/health from a distant location Asset Tracking Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Chat/Messaging Communicate using direct chat or messages within the system Approval Process Control Manage the process of evaluating documents or requests submitted for approval Audit Trail A record of all activities within the system, including user access, changes made, etc. Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Chatbot AI-based platform which conducts a conversation via auditory or textual methods Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Autoresponders Create and automatically send premade copy in response to customer messages AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Real-Time Monitoring Active monitoring of systems, applications, or networks CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Gamification Games or game-like elements to track progress and reward accomplishments Conversation Intelligence Recording, transcription, and analysis of sales calls for the purpose of training and generating insights Customizable Fields Customize data fields to support various needs and use cases Surveys & Feedback Gauge satisfaction and receive information for improvement and success Key Performance Indicators Quantifiable metrics to track objectives, gauge milestones, and evaluate the success of a particular activity Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Voice Recognition Recognize/detect varying frequencies in a person's voice to identify/verify "who" is speaking Live Chat Ability to chat online in real time Task Automation Automatically handle routine, repetitive tasks and processes without the need for manual intervention IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Language Detection Identify different languages Multiple Data Sources Allows users to manage data from a number of sources Predictive Analytics Predict future data based on historical data sets API Application programming interface that allows for integration with other systems/databases Alerts/Escalation System alerts about the need to escalate an issue or request Data Security Protect sensitive data for digital privacy Interaction Tracking Track interaction history by documenting conversations for contacts Prioritization Arrange tasks based on the level of priority or urgency Secure Data Storage Securely stores data to prevent data loss or breaches Macros/Templated Responses Templated responses for responding quickly to recurring support requests Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Single Sign On Allow users to access multiple services after entering their login credentials once Mobile App Access the system via a mobile application Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Access Controls/Permissions Define levels of authorization for access to specific files or systems Email Templates Pre-made examples and templates for emails Real-Time Notifications Notifications that are delivered to users as soon as an event occurs Automated Responses Automatic reply functionality for incoming messages Data Import/Export Import and export data to and from software applications Personalization Adjust communications based on previous interactions or personal preferences Workflow Automation Streamlining repetitive tasks and activities through automated and predefined workflows Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Forms Management Store, manage and track all forms in a centralized location Safety Incident Management Track, report on and implement actions pertaining to physical safety at the workplace Compliance Management Track and manage adherence to policies for any service, product, process, or supplier OSHA Compliance Enforces guidelines set by the Occupational Safety and Health Administration to remain legally compliant Task Management Create, manage and track all task activities and progression Single Sign On Allow users to access multiple services after entering their login credentials once AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Disaster Recovery Plan and implement business continuity measures in case of unforeseen events Document Management Store, manage, and track all electronic documents in a centralized location API Application programming interface that allows for integration with other systems/databases Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Customizable Templates Pre-designed layouts that can be customized to match preferences and requirements Real-Time Reporting Active reporting of data and metrics Corrective and Preventive Actions (CAPA) Investigate and take action at root cause or error in processes to prevent recurring issues Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Issue Management Identify and respond to unexpected problems or failures (ie. "negative events") Communications Management Record and track all relevant internal and external communications Audit Trail A record of all activities within the system, including user access, changes made, etc. IT Incident Management Manage incidents related to outages or breaches in functionality of IT systems Audit Management Plan, schedule, and execute organization's accounts and assets to ensure compliance with policies and laws Event Logs A chronological record of actions or occurrences within a network, software, or process Risk Analysis Analyze potential risks across the organization Workflow Management Create, design and manage workflows for repetitive tasks Risk Assessment Initiate collection and analysis of known risks Incident Reporting Report and update incidents related to health or workplace injuries that occur on a job or en route to a job site Self Service Portal Online portal through which end users can access the system, manage tasks, or obtain information Customizable Reports Alter the layout and content of reports Ticket Management Track, manage, or resolve user requests and IT incidents/issues Service Level Agreement (SLA) Management Set and monitor service level agreements to ensure timely response and resolution Reminders Timed notification for any upcoming task, deadline, appointment, or activity On Call Scheduling Track and organize on-call shifts Investigation Management Oversee people and resources to carry out an investigation Maintenance Scheduling Schedule predetermined or ad hoc maintenance services and labor requests Status Tracking Track the status over time for a request, process, asset, or transaction Show More ## Top-Rated Alternatives [ ![Zendesk for Customer Service](https://images.g2crowd.com/uploads/product/hd_favicon/7b95b13ec74f28d1bdceba616c8f8e97/zendesk-for-customer-service.svg "Zendesk for Customer Service") Zendesk for Customer Service 4.3/5(7,016) ](https://www.g2.com/products/zendesk-for-customer-service/reviews) [ ![TeamSupport](https://images.g2crowd.com/uploads/product/hd_favicon/bff62c7356b8e1087645653c3217f24a/teamsupport.svg "TeamSupport") TeamSupport 4.4/5(891) ](https://www.g2.com/products/teamsupport/reviews) [ ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk") Freshdesk 4.4/5(3,756) ](https://www.g2.com/products/freshdesk/reviews) [ View All Alternatives ](https://www.g2.com/products/issuetrak/competitors/alternatives) Issuetrak Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b4de3f87b12321882f19b7a93f94109c/zendesk-for-customer-service.png "Product Avatar Image") Zendesk for Customer Service 4.3/5(7,016) [ Compare Now ](https://www.g2.com/compare/issuetrak-vs-zendesk-for-customer-service) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_d6baa37f3fd778d1adc429bf82873583/agiloft-agiloft-contract-management-suite%282%29.png "Product Avatar Image") Agiloft Contract Management... 4.5/5(105) [ Compare Now ](https://www.g2.com/compare/agiloft-agiloft-contract-management-suite-vs-issuetrak) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_b0001efbdd184cb7e9946caaecf761fb/happyfox-help-desk.png "Product Avatar Image") HappyFox Help Desk 4.5/5(138) [ Compare Now ](https://www.g2.com/compare/happyfox-help-desk-vs-issuetrak) ##### Categories on G2 [ Customer Self-Service ](https://www.g2.com/categories/customer-self-service)[ Help Desk ](https://www.g2.com/categories/help-desk)[ IT Service Management (ITSM) Tools ](https://www.g2.com/categories/it-service-management-itsm-tools) [ Incident Management ](https://www.g2.com/categories/incident-management) Show More ##### Explore More [ What are some encryption key management software solutions with SaaS deployment models to avoid infrastructure management overhead? 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