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Issuetrak REVIEW

Help Desk Software

11 user reviews
USER SATISFACTION 100%
OUR SCORE 8.5

What is Issuetrak?

Issuetrak is an agile and very flexible software platform that can easily be shaped to fit your operations management tools and specific business needs. Issuetrak is capable of analyzing multiple processes and departments to provide corporate management the data they need to decide what is working and what is falling short so that bugs can be fixed and better practices can be replicated.

It is also a tool that allows users to build other tools. In machine-to-machine (IoT) where entities are tracking entities, the platform-as-a-service feature of Issuetrak springboards future developments that can be applied across many other aspects as businesses evolve.

Overview of Issuetrak Benefits

  • Optional modules let you monitor PC and non-PC assets, initiate web surveys to your users and customers, and create work orders and invoices.
  • Multiple features can be setup to fit your business needs and then help you manage and track items that are essential to your business success.
  • Users can provide input and update their own issues.
  • Multiple reporting options help users access information and share them to those who require them.
  • Configure the system and activate only the features you need.
  • Customers are encouraged to engage in the continuing development of the platform via suggestions, which are taken to consideration.

There is a paramount importance of making it easy for the customer to shape their operations and management tools to fit their specific business needs. Issuetrak believes that for a solution to succeed the software cannot try to force-fit a solution that doesn’t match the way the company operates and hope for long-term success. Flexibility and customizability are fundamental to Issuetrak’s platform, and have shaped the way the software has evolved from the beginning.

Issuetrak is built for leveraging issue ticket statistics to improve the bottom line. IT directors use Issuetrak to analyze multiple processes and departments, and to provide corporate management with data about what is delivering results and what appears to be falling short, so that bugs can be fixed and better practices replicated. For Issuetrak users, there is a direct correlation between the data gleaned from ticketing software and financial success.

Overview of Issuetrak Features

  • Workflow & Task Management
  • Email Notifications
  • Installation & Upgrades
  • Dashboard
  • My Issues
  • Knowledge Base
  • Site Appearance
  • Site References
  • Issue, User, and Organizer Fields
  • Web-based Access
  • Self-Registration
  • Report Writer
  • Searches and Saved Searches

What Problems Will Issuetrak Solve?

1. Asset Management

“Issuetrak is working well for us. It has greatly improved our ability to address issues and track our assets. At this point, management is very happy with the purchase and we’re looking into ways we can expand its use.” – Technical Services Manager

Challenge: This company has hundreds of technical assets and customer products. Whether equipment is part of their inventory, in the shop temporarily for repair or leased out at customer sites, they need to keep detailed records on the location of its assets. Excel spreadsheets just weren’t doing the job effectively.

“Asset management is critical for us. If one piece is missing, it can be $1500 to replace it.” -Technical Services Manager

Moreover, the company needed a more effective way of managing help desk and customer support issues, especially as the company increased its field support for software and equipment across several states. The Technical Services Manager envisioned an online portal where customers could log and track their support issues as well as tap into a knowledge base for help.

Solution: IssueTrak could address all three of the company’s pressing needs: asset tracking, customer support and help desk issues.

Now the company has more actionable business insight by knowing its total asset value and exactly what’s in the field. Equipment accountability helps prevent thousands of dollars’ worth of equipment from going missing each year.

Also, sales reps stay ahead of upcoming customer events like renewals or budget planning, helping secure sales.

2. Help Desk

“We have a much greater visibility into everything so we can act on tickets more quickly. It saves time, especially when dealing with people on the other side of the world.” – IT Manager

Challenge:

Issuetrak’s client serves a global customer base with 130 people across offices in Massachusetts, England, China, Hong Kong and Taiwan. Since  the IT Manager joined in 1998, the company has expanded significantly through acquisitions. As the employee base grew, so did the challenge of keeping up with help desk requests across countries and time zones using only email.

Solution:

Issuetrak gives the small, Massachusetts-based IT team a simple way for employees at five locations to submit help desk requests at any time. Employees simply send an email to the help desk and it automatically opens a ticket that’s traceable through to resolution. Through a connection with Active Directory, Issuetrak links the request with the specific employee so the IT Manager and others have each employee’s contact information, technology profile and history of help desk issues in one place.

Automation in Issuetrak alerts the team when tickets have been open for a certain length of time, ensuring that the team resolves them within specific, defined timeframes. Tickets also close out automatically when they have met certain criteria.

3. Customer Support

“Issuetrak is cutting 75 percent of the time I used to spend on customer support requests. I get hours back in my week that I can spend on getting new business.” – Company President

Challenge:

A software training company needed a better solution than email to track customer support issues and how those issues were being handled and by whom. The current system took too long to respond to customer requests. The company also lacked reporting functions on current and past issues.

Solution:

“Issuetrak is the perfect solution. Its pricing model is affordable for a small business and offers the support we need.” – Company President

The software company pays only for administrative users, not each client accessing the system, keeping costs down as the company grows. Plus, Issuetrak delivers a number of capabilities that enhance support for technicians and clients:

For clients, submitting a request is the same as it always has been; they simply send an email.

Issuetrak directs customer emails to the right technicians based on who the customer is and the nature of the question and ensuring that the request gets to the right person right way.

Clients can log into Issuetrak to look at the history and current status of their support requests.

When a technician accepts or addresses a ticket, the client contact automatically gets an email regarding the status.

 The company turns to Issuetrak to manage the many tasks and files of a new web development project in one place: hosting, themes, design, content and more. Those tasks and documents are under one ticket, instead of 100.

The company also tracks critical dates for clients’ sites, such as domain name expirations by running reports to see all upcoming expirations well ahead of deadlines.

Contract technicians keep track of their hours in Issuetrak and no longer need to submit detailed invoices.

The company gives technicians access only to the clients to which they are assigned, rather than the entire client base.

With the mobile version, technicians address customer needs and update status wherever they are.

The company gets fast support from Issuetrak when anything arises.

Issuetrak Position In Our Categories

Position of Issuetrak in our main categories:

50

Issuetrak is one of the top 50 Help Desk Software products

50

Issuetrak is one of the 50
Help Desk Software products


If you are considering Issuetrak it may also be a good idea to investigate other subcategories of Best Help Desk Software gathered in our base of B2B software reviews.Industry-Specific Help Desk Software, Service Desk Software

It's crucial to realize that virtually no app in the Help Desk Software category is a perfect solution that can match all the requirements of different business types, sizes and industries. It may be a good idea to read a few Issuetrak reviews first as some services can dominate just in a very small set of applications or be designed with a very specific type of industry in mind. Others can work with an intention of being easy and intuitive and therefore lack advanced elements needed by more experienced users. You can also come across software that support a broad group of customers and give you a complex feature set, but this usually comes at a higher price of such a software. Make sure you're aware of your needs so that you purchase a software that provides all the elements you look for.

How Much Does Issuetrak Cost?

Issuetrak Pricing Plans:
Free trial
Cloud Support Model
$100/month per agent
Cloud Productivity Model
$20/month per user
Premise Support Model
$850 per agent
Premise Productivity Model
$170 per user

Issuetrak offers two licensing options Support and Productivity and two hosting options Cloud or Premise based. A free online demo is also available.

Cloud based plans:

  • Support Model: $100/month per agent
  • Productivity Model: $20/month per user

Premise based plans:

  • Support Model: $850 per agent
  • Productivity Model: $170 per user

 

User Satisfaction

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Issuetrak reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Issuetrak. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

0

NEGATIVE SOCIAL MENTIONS

0

Technical details

Devices Supported
  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • English
Pricing Model
  • Monthly payment
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers
Deployment
  • Cloud Hosted
  • On Premise

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • LIVE SUPPORT
  • TRAINING
  • TICKETS

Issuetrak User Reviews


Tracy 1 month ago
Verified
user



Claude 8 months ago
Verified
user



Brandon 8 months ago
Verified
user


What are Issuetrak pricing details?

Issuetrak Pricing Plans:
Free trial
Cloud Support Model
$100/month per agent
Cloud Productivity Model
$20/month per user
Premise Support Model
$850 per agent
Premise Productivity Model
$170 per user

Issuetrak offers two licensing options Support and Productivity and two hosting options Cloud or Premise based. A free online demo is also available.

Cloud based plans:

  • Support Model: $100/month per agent
  • Productivity Model: $20/month per user

Premise based plans:

  • Support Model: $850 per agent
  • Productivity Model: $170 per user

 

What integrations are available for Issuetrak?

No information available.

User reviews


User reviews in total: 11

6
5
0
0
0

Average Rating:

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The most favorable review

Ada

1 month ago


Pros: The support team is great and the agents are fast, professional, and courteous. They make me feel at ease and resolve all issues efficiently.

Cons: I have been using Issuetrak for more than three years, but have not found any noticeable drawbacks.

The least favorable review

Rick

2 months ago


Pros: Issuetrak is a flexible app that is easy to maintain, use, and upgrade. The software is flexible and the useful training site offers valuable ideas on how to use the site for different systems.

Cons: The mobile version could be improved. Right now the vendor offers a minimalist web version and the iOS/Android interface lacks the ability to take advantage of touch. I would also like to be able to use the software to scan barcodes in Asset Tracking.

Published 1 month ago
Verified
user
The support team is great and the agents are fast, professional, and courteous. They make me feel at ease and resolve all issues efficiently.



What do you think about this review? Great Poor
Published 1 month ago
Verified
user
The app is powerful yet intuitive. It offers a comprehensive set of tracking features as well as optional modules that cover ancillary requirements. The customer support...



What do you think about this review? Great Poor
Published 2 months ago
Verified
user
Issuetrak is a flexible app that is easy to maintain, use, and upgrade. The software is flexible and the useful training site offers valuable ideas on how to use the site...



What do you think about this review? Great Poor
Published 8 months ago
Verified
user
Issuetrak offers me the flexibility to use the features I need. The pricing is scalable and product is ideal for project management and to track issues. You don’t need...



What do you think about this review? Great Poor
Published 8 months ago
Verified
user
I would like to point out the following as top features and benefits: The app is fit for our purposes. It is simple to use, semi-intuitive, and highly scalable with...



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Published 8 months ago
Verified
user
Issuetrak is a versatile app that we have used to adapt to our firm’s paper processes. The vendor heeds customer input and constantly improves the product to make it...



What do you think about this review? Great Poor
Published 8 months ago
Verified
user
Issuetrak’s REST based API helps us to use our own app’s interface to create tickets inside Issuetrak. Users also have the option of emailing their tickets if they...



What do you think about this review? Great Poor
Published 9 months ago
Verified
user
Issuetrak is easy to set up and use. The upgrades are straightforward. The tech support is excellent and the agents provide prompt and helpful service to resolve issues.



What do you think about this review? Great Poor
Published 10 months ago
Verified
user
I like the following features: The ability to store users and search for them and the ability to categorize the various jobs we receive. Plus, Issuetrak helps us to...



What do you think about this review? Great Poor
Published 10 months ago
Verified
user
The features I like are reporting, next action ticket to individuals, organizing the tickets, and email to ticket. The app is easy to set up and helps me effectively...



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