IssueTrak

IssueTrak

16
4.6 out of 5 stars
16 9.1 / 10
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IssueTrak is a robust web-based software with a wide range of tracking applications, including IT management, customer support, help desk, fleet management, bug tracking, facility maintenance, business process management, complaint management, and compliance. IssueTrak software is available via Cloud or on-premises installation.
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IssueTrak Reviews (16)

  • 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... Read More
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    G2 Crowd User in Restaurants
  • 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... Read More
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    Kevin O.
    Administrator in Hospitality
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IssueTrak has helped us develop out support and focus on areas proactively to prevent reactive maint

What do you like best?

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.

What do you dislike?

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.

What business problems are you solving? What benefits have you realized?

We chose IssueTrak to solve the problem of having all helpdesk support and knowledge base documents in one place, with all users having access to the same resources rather than running an internet search to get different answers to problems we now have the same answers that have been researched by technical staff and tried and tested in our environment. The ability to track issues on the helpdesk has given us a very good step to solving issue with users, working in education we have some users who would try to circumvent the system to get things done quicker or fail to report issues. We can now track every job through the helpdesk.

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Good feature set, meets basic needs, easy to use.

What do you like best?

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.

What do you dislike?

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 work load and skill? Also, configuring advanced features - like quick picks and associated defaults - is cumbersome.

Recommendations to others considering the product

Evaluate all the modules available, including the asset management piece. It's nice that they are integrated. They should give you a decent trial period to really get your feet wet.

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Implementation of Request Management System

What do you like best?

Many options for configuration enabled a well-received and effective implementation of the system. Very user-friendly as we have received a 94% end-user satisfaction rating since roll-out.

What do you dislike?

Printing so that you get a full view of individual issues is problematic. Can do a huge dump to an Excel spreadsheet, but that is bulky and unmanageable. If I know a particular issue is going to be reviewed, I'll do a screen capture using Snagit, but that doesn't always print in a friendly format (if the issue has a lot of notes or tasks).

What business problems are you solving? What benefits have you realized?

We have centralized inquiries coming into our company through IssueTrak. Have maintained a SLA compliance percentage in the mid to high 90's. As I have already mentioned, internal satisfaction is high, and external user satisfaction is even higher (94% either somewhat or very satisfied with experience).

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Simple to use

What do you like best?

It is easy to use, quick to set up and adjust to meet our needs. We like being able to create task workflows to allow different sets of tasks for differing paths to completed tasks. Support is always friendly and quick, with a vast selection of FAQs that can answer most of the common questions to situations that come up

What do you dislike?

It would be nice to have an ability to have issues auto assign to person filling out the issue. Reports are not as user friendly as we would like I find it easier to run SQL to get many of the answers that I seek, but I am more comfortable in that then working through the predefined set up of IssueTrak.

What business problems are you solving? What benefits have you realized?

Finding and being able to show the business the users and processes that seem to require most of the IT staffs time.

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Administrator in Utilities - IssueTrak Review Author
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Helpdesk Friendly

What do you like best?

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.

What do you dislike?

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.)

Recommendations to others considering the product

For small businesses with small helpdesk faculty or even larger with full-time helpdesk personell, this is a great feature for processing day to day issues. Especially issues that generally re-occur using the "Quick Picks" like, 'User Profile Disabled due to invalid login attemps' type issues.

What business problems are you solving? What benefits have you realized?

We just went through a major software conversion and IssueTrak helped us keep our sanity and maintain what issues where still pending, who was working on what issues, and what was still unresolved. Our list is finally dwindling down.

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