Issuetrak

Great product and amazing support. IssueTrak Support is always just a phone call away.

Kommentare: Asset management, Helpdesk ticketing solution, Auditing assets to verify software updates are complete, Reporting, Surveys, a good all around solution that is customize-able and affordable.

Vorteile:

Easy customize-able solution for tracking issues, assets, billing, and surveys. Pricing setup so that you can pick which features you need and can really customize to suit the needs of your organization. Anytime I find something I feel IssueTrak can improve on or do better they are always there to listen and have a community of IssueTrak users to really listen to their customers. They go above and beyond in this area truly and are a pleasure to work with.

Nachteile:

Not able to Scan/Audit Non-Windows devices (luckily for us that is a minor detail). Locations are a little weird for a single site location such as an educational institution but it works. Just takes a bit of learning how the system functions.

We spend less time organizing.

Vorteile:

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.

Nachteile:

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.

OK Ticketing system

Vorteile:

Not best application, has lots of issues. but yet simple and easy to use. Will get the job done for small organization.

Nachteile:

Not best application, has lots of issues. but yet simple and easy to use. Will get the job done for small organization.

Issuetrak makes issuing support tickets a breeze!

Kommentare: Ease of use ticketing system.

Vorteile:

I love the ease of creating tickets for issues that I need to resolve. I also use this software to resolve tickets that were submitted by other users. The software has a nice simple layout which makes it look clean and not cluttered.

Nachteile:

The layout could be updated with a new look to give users a modern feel. The current look is a little out of date for current software userfaces.

Very good experience, but not excellent. Does a fantastic job at what it's supposed to do.

Kommentare: Resolves the complexity of tracking issues.

Vorteile:

Quick, simple, and has plenty of features. Allows for precise control over each issue. Very responsive interface. Has fantastic customer support.

Nachteile:

Development seems to be a bit slow on adding features, Short Term is set as within a year, which is of course reasonable, but Short Term is more like two weeks sprint, but that's personal opinion and experience.

Easy to use for first time Ticket Users

Kommentare: I am part of a small IT team. We often have to coordinate with outside developers and vendors on projects and problems. We often learn tricks and best practices from them. IssueTrak allows us to track the progress and document what we've learned for other team members in the future.

Vorteile:

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.

Nachteile:

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

Good stuff. Solved a bunch of issues we had for years.

Kommentare: I am spending less time managing issues and more time doing what's important.

Vorteile:

It just organizes everything nicely and gets everything out and visible to the submitters and engineers.

Nachteile:

It doesn't do everything but what it does do is good. I would like to see engineers have the ability to self assign issues of their choice but still not be able to affect assignment of others.

Issue Track is very functional and customizable

Kommentare: The logistics department is more relaxed with the help provided by this platform.

Vorteile:

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 !!!!

Nachteile:

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.

Issuetrak

Kommentare: overall easy to use and worth using

Vorteile:

very easy to use in a large comany setting to ease on the issue tickets for problems at work

Nachteile:

sometimes tracking system is off and people get late alerts

Usefull way to tracking your tickets raised

Kommentare: we used in my work to upload some request to the international holding to process between the other entities in Europe that the revenue is shared for some services

Vorteile:

Issue track makes easier the comunication with our IT team, we used in our company to upload some international process between the other companies in Europe that the revenue is shared for some services

Nachteile:

The least thing is not so modern or at least the version who is used in my work.

Issuetrak rocks!

Kommentare: The customer service, professionalism and support is phenomenal.

Vorteile:

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

Nachteile:

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

Issuetrak on the move

Kommentare: Great!

Vorteile:

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

Nachteile:

Knowledge Base and Calendar system need an upgrade

IssueTrak has allowed me to document and resolve IT requests in a timely manner.

Kommentare: When I was hired as an IT Tech Support for Old Wisconsin Sausage, I was told that all IT requests for assistance was done through email and phone calls. They did not have a ticket system set up for users to submit tickets. This forced me to prioritize and document multiple requests using Microsoft Excel and other applications to help me stay organized. I had many instances of where I would be on my way to assist a user, only to be stopped in the hallway by another user requesting my assistance. I would feel obligated to assist the user in the hallway, because customer service is something I am passionate about and couldn't say no. Other times there was a higher priority that needed my immediate attention, the user I was assisting at the moment could not understand why I was leaving to assist another user when I did not resolve their issue first. IssueTrak has eliminated many of the miscommunication and created a more standardized operating procedures for me. It has allowed me to stay connected with my end users by following up on the many IT requests. IssueTrak is a tool I use daily to deliver excellent customer service in a timely manner. It helps me stay organized and has given my end users confidence that their submitted issues are a priority for me to resolve. When I use IssueTrak, I feel that it helps me go above and beyond for my end users. It's a great software that I will be using for along time. The many features and benefits are plentiful.

Vorteile:

The customization that IssueTrak offers has allowed me to create a "user friendly" software for my end users to submit issue requests. It gives me options to create forms that makes sense to what end users are requesting assistance with. The "quick pick" options allows the user to submit requests just as fast and quickly as sending out an email or calling for assistance. I also like the "Menu Option" that allows me to add internal web applications that our end users use on a daily basis. This allows end users to use IssueTrak as a centralized hub to access internal company files, applications, etc.

Nachteile:

Ability to add more than one column on the "submit " page -- This will allow for seeing the whole screen instead of scrolling down. I have used IssueTrak's User Voice feedback website to make suggestions, but it doesn't seem like any of these suggestions are taken into consideration. I've seen many great suggestions submitted 1-2 years ago by other IssueTrak customers and users only to see a feedback of "Received (Under Review)" Please allow or give us the option to add more columns to the submit page. In my opinion it has a very organized and clean look to the interface. The Menu Option is a great feature, but it would be great if we can have certain sites that only a particular group or user can only see. For example, sites that will pertain to certain departments, Human Resource, I.T., Maintenance, etc. As of right now, any department or group can see these sites set up in IssueTrak. Give us the ability to restrict the sites to certain groups.

I was having trouble with the back button on searches and the technician fixed the problem quickly.

Kommentare: I make my boss happy when I can retrieve the information quickly and set in an excel sheet for reports needed fast. I have become the most valuable employee hired in this department.

Vorteile:

I like being able to search for the issues I need for information with fast. I am so busy on the phone and customers that when I need certain information from IssueTrak I don't have to sit and wait. I love the way it allows for a wildcard search. I can relax because this software is exactly what I need to get my job completed every day.

Nachteile:

I have been using this software for 12 years now and there is not much I don't like about it. There have been a few bugs but most of them have been fixed over the years. The more I use it, which is every day, the easier it gets. Whenever I have a problem, which is rarely, the fix is quick. The only time I can't relax is when the site goes down, occasionally, usually a server problem.

Issuetrak Application review

Kommentare: I have had very positive experiences with support for application development\training to support. Very fast in getting questions\issues resovled.

Vorteile:

Ease of adding work orders and tracking what has been submitted.

Nachteile:

Admin features are sometimes hard to find a component where you want to add or edit an option

The change management tool we needed!

Kommentare: Issuetrak not only improves my team's communication and prioritization of work, but it also helps keeps us ISO17025 compliant.

Vorteile:

The product is user friendly, has great visuals in the Dashboard, and has the ability to automate notifications. The training sessions and site configuration sessions with Issuetrak were key to a successful product launch at our facility.

Nachteile:

It was difficult to get Active Directory/SSO working correctly during launch. IssueTrack does not play well with large corporate IT cybersecurity policy.

Great software for phone or email support issues.

Kommentare: Daily usage for our customer support center.

Vorteile:

We use this software to handle incoming support calls and emails. We point our voice mail server to send the voicemails and forward our support email addesss as well to IssueTrak which then creates a support tickets. IssueTrak Runs and does what it is supposed to do. Light footprint and easy to use. IssueTrak support is outstanding with training and support issues. I would highly recommend!

Nachteile:

I would like to see Secure SSL email support added and better mail controls inside the Web management. The configuration could be a little easier to understand as far as rules and responses go but the support team will help you get it to do what you need.

Simple and Effective

Kommentare: Solves end-users needs to submit their requests quickly, also IT Admins can better track all the requests and report.

Vorteile:

The ability to customise the software to meet our needs Report generator tool is pretty extensive Email to ticket, made end-users life easier Overall a decent product

Nachteile:

Installation is bit tricky Only search users beginning with last name of the user, some time can be annoying As an admin when I send reply to tickets it goes using my personal work email rather than the support email, I constantly have to cc support email and advise users to Reply All when sending replies.

Issues easier to maintain and follow

Kommentare: It helps maintain the volume of issues we have and our customer responsiveness

Vorteile:

The ability to seach, find and deetermine our response towards issues

Nachteile:

Permisssions during setup could be easier

We have implemented the Issue Trak across 25 countries in Europe from a scratch to a perfection.

Kommentare: Transparency on issue resolution and reporting purposes.

Vorteile:

We are not currently using all features available from Issue Trak but this system is continuously developing that we will have to integrate more system into Issue Trak - e.g. knowledge base, external/internal requests, proposals for product improvement/new product introduction, etc..

Nachteile:

We would really appreciate multilingual version that may help us to use Issue Trak in more areas. Sometimes it was hard to understand all permissions that are given by Organization, department and user account settings e.g. if somebody sends you e-mail from the system you can see any issue that your permissions does not allow.

Issuetrak

Kommentare: I was introduced to it over a year ago, and found it to be very useful.

Vorteile:

Issuetrack is easy to use and it does what we need.

Nachteile:

I like all aspects of Issuetrack. It keeps me on point with customer issues.

IssueTrak and don't look back

Kommentare: This is a solid product with top shelf customer support. I've used several of the big ones which all have their own share of issues (no pun intended). IssueTrak handles our facility issues well. With automated ticket creation and pass-through authentication it is simple for users to create tickets. On the dashboard page I can get an overview that benefits my position as IT Director to know at a glance what is happening.
No system is perfect which is why this isn't a pure 5 star review but with a quality product offering combined with good prices and the best customer service I've come across in years, don't hesitate to give IssueTrak a chance.

Vorteile:

customer support

Nachteile:

little ugly on the user interface side.

IssueTrak

Vorteile:

The Functionality of Issuetrak is great to track on realtime.

Nachteile:

Email features inbuilt within issuetrak is little poor.

Flexible, feature-complete issue tracking and customer support product

Kommentare: Our organization uses IssueTrak for Helpdesk/IT issues to provide top-notch customer service, including the use of the Asset Management and Surveys modules and the Dashboard, Knowledge Base, and Projects features quite extensively. We have found IssueTrak to be quite capable of fulfilling all of our needs in these areas.

Vorteile:

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

Nachteile:

Occasional problems with KB articles not being editable after creation

Core part of our IT support - I love the way it categorizes the different issues.

Kommentare: As I mentioned IssueTrak help us to communicate with our customers more efficiently. The response time dropped.

Vorteile:

Cost effective solution compared to the others on the market. It give us great value for the money - the response time dropped drastically. Now we are able to assist to our customers promptly and efficiently. I can track tickets and provide info related to other departments without even having to pick up the phone.

Nachteile:

I would like to see more from the mobile version. Also it takes more time to set the system generated emails to the end users.