Issuetrak

Pros: Issuetrak comes with Solutions option. Solutions are text responses you create for closing issues. They allow you to pre-define appropriate answers to close the issue.

Cons: There is hardly anything that we dislike about this expert tool.

Overall: Solutions option is very handy in Issuetrak and saves a lot of time. It also gives standard response every time for similar issues.

Pros: What I like the most is the complex branching workflow that allows users to see the steps when they're done. It also assigns team members to each task and sends automatic notifications when something is needed. Much of my work is automated with Issuetrak.

Cons: Tracking using the Issuetrak feature is fairly easy, but it can be time consuming due to glitches.

Overall: Overall, my work, from task assignment to progress tracking, is fully automated. Its logical operations helps determine possible solutions or next steps for a particular problem. The best tool I have come across.

Pros: The transparency Issuetrak provides is of high standards. It has an option of Admin Auditing which gives you the ability to see modifications made to Administrative settings within Issuetrak. This audit report can be exported to excel for scrutiny.

Cons: File formats of admin auditing report which cannot be edited is required.

Overall: Issuetrak is very trustworthy and transparent owing to its very detailed and clear admin audit reporting.

Pros: I love this application and how it facilitates and streamlines my complaint management process. As a user and as a customer, I am satisfied with the attention.

Cons: It would be great if the knowledge base was more practical. Currently, to view the knowledge base, you need to click or open it to go to another screen, it must be automated.

Overall: I like the ease of use in everything from problem tracking, reporting, asset tracking to configuration. With software support, the software is worth it as it is. Whenever you have a problem, you can call and get great customer support.

Pros: One of the most interesting thing about Issuetrak is that it allows you to embed images into the issues. Embed images such as screenshots and photos can be put into issues directly.

Cons: Internet fluctuations can cause data to be repeated in an issue.

Overall: Deeply satisfying experience with Issuetrak has ensured that we will use this software for an extended period of time.

Pros: What I like the most is that it has great visuals in the dashboard and it has the ability to automate notifications. It also addresses the need of end users to submit their requests quickly, and IT admins can also better track all requests and generate reports.

Cons: It's not self-cleaning and the tools to work on it all have to be done in SQL instead of a GUI to maintain it.

Overall: The product is very versatile and the support is amazing. We started using it as an issue tracker for the company and since then it has grown into much more! We now use it for our IT/HelpDesk issues, customer service, and Vendor Help platform.

Pros: Issuetrak comes with the dual option of automatic assignment and manual assignment of queries received in its system. The automatic assignment feature is great during rush hours.

Cons: Not that we can recall, shall update if we find any.

Overall: Issutrak has ensured that our customers are responded to within time during rush hours due to its automatic assignment option.

Pros: The most helpful thing about Issuetrak is that it allows you to create calendar event to followup incidents in future. This ensures that the incidents are definitely marked closed.

Cons: It hasn't crashed while we were using it, good services till now.

Overall: Brilliantly resolves incidents that are pending for long time by creating calendar event for the same incident which is very helpful.

Pros: The "ticket" format is easy to create. I like quick picks like ticket templates. The help desk can easily select the right one and pre-enter a large number of items to ensure a smooth and organized work.

Cons: It does not properly support the ITIL process and it is the only lacking capability we need.

Overall: I work in a call center and I like how to classify different issues when there is an escalation that we are unable to handle in the first call with a customer. It is very easy to set up and use. Easy-to-understand ads that can be easily customized with custom fields.

Pros: Issuetrak allows you to add notes to the existing requests received in the software. Adding notes keeps the request updated with new information.

Cons: If Issuetrak adds more actions in the dashboard then it will be appreciated.

Overall: We are looking forward to continuing our relationship with Issuetrak due to their impeccable services and easy to use software.

Pros: It's easy for business users and great support when needed. An easily customizable solution for tracking issues, assets, billing, and investigations. Pricing is also very familiar, with the choice of what you need and what you don't need, and you can actually customize it to suit your organization's needs.

Cons: In my opinion, the user interface looks very organized and clean. Menu options are great features, but it would be great if you could create a particular website that only a particular group or user could see. For example, websites related to a particular department, IT, maintenance, and so on. Now any department or group can see these websites set up in Issuetrak. Allows you to limit your site to specific groups.

Overall: Our management has implemented Issuetrak in the Customer Service Help Desk. Until now, there was no ticket system. This was a big step for our organization. To justify the cost, there was much better customer interaction and reportable data. The Issuetrak team is actually listening to users, receiving suggestions, and working to implement them in newer versions of the software.

Pros: We use Issuetrak to manage our helpdesk, but it is limited when it comes to CMDB and CI data association with outages. The available reports and dashboards could be improved. Easy ticket management and integration with mailboxes are some of the key features of this tool.

Cons: Sometimes the email sent to the system to generate the ticket gets stuck on the server and we have to manually run the emailing job.

Overall: It is really easy to use and suitable for auto-assignment and helps our small IT team to solve and ease the workflow. Overall, a great automation tool used to manage day-to-day help desk support requests and to easily track requests and provide quick resolution times.

Pros: Issuetrak integrates with our website and positions a web form on it. This form collects customer queries and sends it to Issuetrak dashboard.

Cons: Nothing wrong has occurred during the usage of Issuetrak dashboard.

Overall: Quite satisfied with the overall performance of Issuetrak and its query resolution in a swift manner.

Pros: Issuetrak comes with a wide variety of options. Issues created in Issuetrak can be edited, closed and deleted as per the process outcome.

Cons: We didn't get any problems while using Issuetrak.

Overall: The flexibility of Issuetrak that allows you to edit, close and delete issues is what we were looking for in our issue resolver software.

Pros: Issuetrak allows you to pick up requests from emails directly. The customers can simply email their concerns to a designated email address which will feed into Issuetrak and create a request number automatically.

Cons: No, I don't have any dislikes for this amazing service.

Overall: Issuetrak has made our lives easier as all our customer requests are now fed directly into Issuetrak and all are responded without fail.

Pros: Issuetrak is a comprehensive complaint management software that every business needs for resolving complaints in a timely manner. Easy to use with less drop down menus and options.

Cons: I haven't encountered any major issues with this software.

Overall: Based on our experience, I would highly recommend this software for effective management of complaints.

Pros: Customer service is excellent and very helpful.
Dark mode.
Easy to navigate and learn.
Customer service respond in a quick and timely fashion.
Very informative Webinars.

Cons: Some issues with upgrading to newest version.

Overall: Overall Issuetrak is a great product to use for a ticketing system. Highly recommended.

Pros: When searching for a change management tool to replace our outdated system, IssueTrak checked all our boxes. The product itself is completely customizable and built with a wide variety of use cases in mind. What I was most impressed with is is IssueTrak's customer service. Tony and Paul helped us through every step, from the evaluation site, to software install, to site configuration, and through to product launch. The end result has been a site that meets our needs, is easy to use, and gives us the metrics we need to manage all change requests at our facility. Best of all, we can maintain and configure the site on our own without having to involve the supplier every time we want an update, a new report, a change in users, etc.

Cons: There are a few opportunities for improvement that would make end-user interactions simpler or more intuitive. Examples include direct URL links to specific pages of the site, reducing the number of clicks needed to make edits to issues, and alerting users which actions are binding or non-binding. We had seem trouble with the initial install, setting up outgoing email functionality, and Active Directory log-in, but the Tech Support team has been very engaged in helping us through those back-end hurdles.

Overall: Overall, IssueTrak is a great tool for change management. Since launching our Ford IssueTrak site in October, we have been very pleased with the end result. It has the right amount of structure and flexibility, and customer service is top notch. Excited to keep using this tool.

Pros: Very easy to navigate, the ability to acquire reports quickly and efficiently, and the ability to customize it to best fit our program's needs.

Cons: No cons at the moment. We are very satisfied with the software.

Overall: My overall experience with Issuetrak has been excellent. Any time I have an issue or need help, the Customer Service has been amazing and very helpful.

Pros: Audit trail, ability to link and update issues en masse, search capabilities and the Knowledge Base feature.

Cons: I'd like to see a better mobile option for this, especially if we could tie it into the asset tracking portion with barcode scanning capabilities.

Overall: We have been using this product for almost 15 years. Its core functionality has remained the same while the features have increased over the years. It is easy to use for our customers and administrators.