Issuetrak Reviews

Pros

It has excellent tools for order control, it is a great help for the company's logistic department, it is easy to use and very customizable. A good customer service and technical support, we will continue using it !!!!

Cons

It is an incredible platform, but it will help us more if the custom fields are added automatically at the end of each search, we hope they improve this so that they are practical.

Pros

Issuetrak helps my team track requests ,issues and tickets with features like auto-assignment, at-a-glance dashboard metrics, user-defined fields,custom forms ,detailed reporting, custom-forms etc. I like that we are allowed to either deploy in the cloud or in-house.
We are able to submit tickets via web form, mobile,email, web form, or web portal. Ability to define our work-flow with simple task lists or complex branching is a blessing to our daily work activity. Issuetrak is highly customizable and supports quick implementation, with an easy to navigate user interface.

Cons

From my personal experience ,Issuetrack is not fully compatible with Google Chrome ; which is my favourite web browser. When I open different web links within the Issuetrack program, it opens my link on a new Chrome window ,instead of a new tab.

Pros

Very customizable. Like the ability to be able to pull raw data sets on anything we need.

Cons

Does not integrate with Financial or 3rd party software without ample time and money invested.

Pros

It is very easy to learn - I had no experience with it in November, and became comfortable with it in just a few days. I especially like the Knowledge Base and Recurring Request features.

Cons

It's not the prettiest GUI. Pasting images always pastes them too large and have to be resized.

Alternatives Considered

Pros

This software was easy to customize for my organization's needs. Implementation was very smooth with expert assistance from [sensitive content hidden]. The team was very flexible in working within our timeline. This system is far better than our prior system, and the reporting capabilities, auto-escalation, and automated report functions are outstanding!

Cons

That we didn't start using this sooner!

Pros

orgainzes our tickets, helps create a knowledge base

Cons

When updating a ticket I get numerous emails with status updates...hard to keep track of

Pros

The "Bang for the Buck". The amount of features and functions is incredible!

Cons

The only item that I'd like to see worked on is the inability to change or modify some of the "set" fields.

Pros

emailing IT request in to the system, works with MS365The upgrades in the last 24 months

Cons

Knowledge Base and Calendar system need an upgrade

Pros

The ability to customize it to make it what you need.

Cons

Can be hard to know how some changes will affect other functions.

Pros

Easy to use and user friendly. Quick and fast

Cons

Nothing so far … haven’t had any issues not to like it

Pros

ease of use entering tickets

Cons

survey needs work
need the ability to integrate o365

Pros

The cost of the product is a huge seller, especially when compared to similar products on the market. Their customer support and sales team are easy to work with and quick to resolve issues.

Cons

Very basic solution that requires extensive periods of time to pull reports from (they have to be manually created) and to customize/maintain. IssueTrak does not check back on a regular basis to reevaluate/reassess how their customers are utilizing the product and if there is any improvements they can help them make.

Pros

customization , quick-pick setups for repetitive tasks/scenarios

Cons

small learning curve...but then is easy-peasy

Pros

It's super easy to use and extremely functional. Whenever we need assistance with something, the support team is super helpful and fast.

Cons

The workflow is sometimes difficult to understand or get around when trying to set a certain user up with certain functionalities.

Pros

They are constantly listening and improving the software which is wonderful to keeping up with change. The simplicity of using this tools is so easy it takes our departments about 1 hour to learn how to use issuetrak. In about 1 weeks they are well on their way with no issues

Cons

We have not complaints about Issuetrak, the only thing I could provide is that we wish that the issues would be a little more intuitive when the same customer submits several times, this would avoid more than one issues opened for the same customer

Pros

The software is very intuitive and if there is an issue, help is just a phone call or e-mail away. Reports can be easily exported and the variety of extracting data is endless.

Cons

I would like the reports to show trend analysis, but that is not a deal breaker. Your reports are easily exported to Excel where you can manipulate the data in any way possible.

Pros

Stability, web-based, AD authentication, available features, optional modules, customizability

Cons

Occasional problems with KB articles not being editable after creation

Pros

It's a good workflow product and is a temporary electronic storage system for our files

Cons

Want to be able to customize it more. Need to be able to rename attachments and easily merge them to another issue. Would also like to pick and choose attachments when emailing from the issue.

Pros

Used daily as a organizational communication routing tool. I like going to a single location to document and having the data routed as needed to the appropriate recipients. I like the escalation process built in.

Cons

The reporting could be a lot better. The reporting options need to be more clearly defined, "how to".

Pros

A very reliable Help Desk and Support System which gives room for flexibility. very easy to use ones its set up. is very user friendly.

Cons

have been using this for a while haven't had a any flaws yet but at times it slows. Aside that this is a fanastic support system and will recommend to any one to try it.

Pros

Easy to administer and configure
Good rich feature set and customization
Customer support is excellent

Cons

Would be nice to have a custom landing screen, for self help.
It would be nice to support concurrent licensing

Pros

The ease of use. First off it's easy to setup and maintain. Once it is setup it's like set it and forget it. It just works.

Cons

Really no cons about this product.

Pros

Knowledge Base, sends out email and text alerts when a new issue comes in, and the Support people are THE BEST! Having a database there of all OPEN and CLOSED issues. The ability to send out mass emails to all users.

Pros

Once it is customized it is easy to use.

Cons

Figuring out how to customize ticket presentation and limits of doing so.

Pros

Very customizable, and easy to use. Pulling reports on the fly is simple, as well as creating canned reports

Cons

there are some limitations on how key fields are used, and there is not more than one searchable asset field.