IssueTrak

IssueTrak

25 ratings
4.5 out of 5 stars
259.010
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IssueTrak help desk software delivers high speed performance to resolve tickets fast by offering multiple communication options, autofill for repeat issues, auto-escalation and more. Features include mobile knowledge-base for self-service, and delivers system-wide customization. Drop-down menu for filtering dashboards by class to provide quick access to performance and SLA measurement. Available in Cloud or premise installations. JumpStart™ program for super-fast onboarding, Professional Services and award-winning support.
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IssueTrak Reviews (25 reviews)

  • 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
    Avatar 699b516ccb7c52c39a00a5a0b519c525492a57a311ed9ce017bc17b6c1c89a1c
    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
    0 sldsnxitw6qlm7etfk7dnjj3wglkuwzt7tjlnprpnk5nkd7 3ijn4y7 bfau4mmyu6ikmuwa2tm6
    Kevin O.
    Administrator in Hospitality
<span data-ue-widget='safe-name' data-safe-name-id='49623'>Sandi D.</span> - IssueTrak Review Author
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IssueTrak is great!

What do you like best?

The Support Team! These folks have it going on. I mean they get the job done with speed, professionalism, they are courteous and make you feel right at ease! I cannot say enough!

What do you dislike?

I haven't ran into anything and we've been with IssueTrak for well over 3 years now.

Recommendations to others considering the product

You have nothing to lose and everything to gain from going with IssueTrak. I looked for MONTHS trying this and that before finding these guys. We've been with them ever since.

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

Cane Garden Software has clients that need to be able to enter issues associated with any problems that occur while running our software. These issues are sent out to our cell phones and then an e-mail is sent to our business emails, notifying us that someone is in need. It really helps our response times as well as keeps an accurate database of issues that are hanging & the closed ones as well.

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<span data-ue-widget='safe-name' data-safe-name-id='49306'>Sandy G.</span> - IssueTrak Review Author
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IssueTrak Software

What do you like best?

Flexibility to use the features you need. Pricing scales to the needs of the organization. Perfect for tracking issues as well as project management capabilities. Does not require everyone connected to issues to be a paid user of the system.

What do you dislike?

Takes awhile to set the system generated emails with the end users but that happens when you have the flexibility that the system offers.

Recommendations to others considering the product

It is an awesome product.

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

We have a new quoting software that we deployed and needed to be able to receive issues and be able to track those all the way through the software development process. Works great. We also use it for product project management and help desk issues. We are able to separate the two processes to our needs.

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Administrator in Construction - IssueTrak Review Author
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IssueTrak at ERC

What do you like best?

We like how easy IssueTrak is to use and configure. WIth very little learning curve, we were able to set up the system to work for our business. The users love it as well, as the input is fast and easy. They have to crank out hundreds of tickets a day, and I can't see it getting any more efficient than IssueTrak.

What do you dislike?

Honestly, I don't have any issues worth noting. If anything has every come up, the support staff has always been nothing but helpful. Even when the issue is on my end, they work hard to help me fix it.

Recommendations to others considering the product

Make it yours. The more we configured it to our environment, the better it got.

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

We maintain and operate roadway/tunnels. All incidences and events must be logged via a contract with the state. IssueTrak streamlined that process, which used to be done via text documents.

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Administrator in Staffing and Recruiting - IssueTrak Review Author
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IssueTrak is a solid support management tool.

What do you like best?

IssueTrak allows us to manage our support requests along with managing and tracking our assets. One key area where IssueTrak has helped us is to monitor when equipment needs to be replaced. It also helps to share information across the helpdesk users.

What do you dislike?

The GUI is a little dated compared to other products and it would be nice to see some additional mobile features.

Recommendations to others considering the product

Look past the user interface and give it a try.

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

We have moved many of our paper requests in to IssueTrak allowing various departments to eliminate paper and improve request tracking. Our employees and customers love the ability to go to one place and request

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<span data-ue-widget='safe-name' data-safe-name-id='9148'>Paul H.</span> - IssueTrak Review Author
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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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