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Updated on: March 9, 2021
What is Issuetrak ?
Issuetrak - Help Desk Software : SaaSworthy.com
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Issuetrak

Many Issues, One Solution
(226 Ratings) Write Review

Issuetrak, a versatile, configurable and simple-to-use issue tracking software, can streamline business operations by managing complaints, customer support requests, workflow management, help desk tickets and other tasks centrally. The automation system of Issuetrak makes day-to-day operations more organized by defining unique processes and customising management to suit your organisational requirements. The software also comes with in-built report generation, task management and alerts and notification features that let stay on top of all the issues reported by your users or employees and manage them effectively by adding notes. The highly customisable interface of this software facilitates easy integration of Issuetrak in your system.

Issuetrak Awards

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Issuetrak Features Show All Features

Issuetrak Technical details

Support 24/7 (Live rep) Business Hours Online Customer Type Freelancers Large Enterprises Medium Business Small Business
API Location / Phone Number Norfolk, Virginia / +1 866-477-8387
Deployment SaaS/Web/Cloud Installed - Windows Installed - Mac Category Help Desk Software

Issuetrak Pricing

Pricing ModelQuotation Based
Issuetrak
Custom

Features

  • Free Unlimited End Users
  • Free Empowered End Users
  • Includes features of Team plan, plus
  • End User Portal
  • Scheduled Reports
  • Recurring + Global Issues
  • Alerts + Notifications
  • Email, alerts & notifications
  • Task manager
  • Advanced Configuration
  • User-defined Fields and Reports

Disclaimer: The pricing details were last updated on 04/01/2019 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Issuetrak FAQs

Issuetrak is Help Desk Software. Issuetrak offers the following functionalities:

  • Live Chat
  • Self Service Portal
  • Alerts (Escalation)
  • Automated Routing
  • Contract (SLA Management)
  • Knowledge Base
  • Known Issue Management
  • Surveys & Feedback
  • Ticket Management
  • Customizable Branding
  • Document Storage
  • Macros (Templated Responses)
  • Multi-Channel Communication
  • Incident Management

Learn more about Issuetrak features.

Issuetrak provides a custom pricing for their software.

Learn more about Issuetrak pricing.

No, Issuetrak does not offer a free plan.

Learn more about Issuetrak pricing.

Yes, Issuetrak provides API.

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Issuetrak Reviews

OVERALL RATING
4.4
Based on 226 Rating(s)
Rating Distribution
  • 47.2 %
  • 44.4 %
  • 6.9 %
  • 1.4 %
  • 0 %
SHARE YOUR EXPERIENCE Write a Review
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SherriSource : financesonline.com
(Reviewed on 23 September 2019)
The app is easy to configure and use

PROS & CONS

What are the best aspects of this product?

Issuetrak is easy to configure and ease. The learning curve is short and we could easily set up the software for our work. Users love the easy and fast input. The system helps them efficiently manage hundreds of tickets every day.

What aspects are problematic or could work better?

There are no issues with the software. If anything comes up, the support team fixes it quickly even if the issue is at my end.

What specific problems in your company were solved by this product?

Our company operates and maintains roadway/tunnels. Issuetrak helps to streamline the process of logging all events and incidences via a contract. It is a much better alternative compared to our previous system when we used to do the work using text documents.

Are you a current user of this product?

Yes

...more
MitchellSource : financesonline.com
(Reviewed on 02 September 2019)
Simple yet packed with features

PROS & CONS

What are the best aspects of this product?

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 are not able to access the software. The user information is linked to the ticket which means we do not have to do extra research on who submitted the request.

What aspects are problematic or could work better?

The only grouse I have is that the software opens new windows instead of tabs when I use it in Chrome. Sometimes, the software does not open a new window or tab and simply goes straight to the page.

What specific problems in your company were solved by this product?

Issuetrak helped us to manage all customer communications effectively. We are now able to respond more efficiently to customers. The response time and the number of opened tickets have also reduced drastically. The vendor’s support helped us realize we were using the software in a wrong manner and the agents helped us resolve the issue of duplicate tickets.

Are you a current user of this product?

Yes

...more
AdaSource : financesonline.com
(Reviewed on 13 October 2018)
The customer support is outstanding

PROS & CONS

What are the best aspects of this product?

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 aspects are problematic or could work better?

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

What specific problems in your company were solved by this product?

Our clients need a software they can use to inform us about any problems while running our application. We receive the issues on our cell phones as well as via business emails. Issuetrak has helped us greatly with our response times and enables us to keep an accurate database of hanging as well as closed issues.

Are you a current user of this product?

Yes

...more
TracySource : financesonline.com
(Reviewed on 08 October 2018)
Robust yet intuitive app

PROS & CONS

What are the best aspects of this product?

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 is excellent and the agents have sound knowledge about the product.

What aspects are problematic or could work better?

Issuetrak can be difficult to set up. You need to learn about certain terms and language of the product to stage it effectively. Plus, different features may be depend on other features which are not obvious when you do the initial configuration.

What specific problems in your company were solved by this product?

Industry colleagues recommended Issuetrak to us. It is a purpose-built app that facilitates all elements of our ticketing process. It has helped us streamline the submission, assignment, and reporting processes and gives us deep insight on the effectiveness of our support unit as well as our organization.

Are you a current user of this product?

Yes

...more
ClaudeSource : financesonline.com
(Reviewed on 27 March 2018)
Flexible application

PROS & CONS

What are the best aspects of this product?

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 to be a paid user to connect to issues.

What aspects are problematic or could work better?

It takes some time to set up the system-generated emails for the end users, but this is to be expected given the flexibility of the software.

What specific problems in your company were solved by this product?

We have deployed a new quoting software for which we need to receive and track issues through the software development process. Issuetrak works great for our purposes. We also use the software for help desk issues and product project management. It is easy to split the two processes for our requirements.

Are you a current user of this product?

Yes

...more
Source : g2crowd.com
(Reviewed on 08 January 2018)
"IssueTrak’s Help Desk software has been a great benefit to our organization."

What do you like best?

The Reports section is highly utilized and cherished for it provides us with Summery Reports and a Report Writer for our own Queries.

What do you dislike?

We have had a few hiccups with the email notifications not sending.

Recommendations to others considering the product

It is highly customizable and allows us to be more efficient in tracking issues with our end users. Excellent product with excellent support staff!!!

What business problems are you solving with the product? What benefits have you realized?

It is highly customizable and allows us to be more efficient in tracking issues with our end users. The software is very stable and we rarely need support but in those few instances that we do, we always receive excellent support and guidance. There are a number of features that are extremely useful. The Quick Search and Advance Search options provides the ability to find information quickly. The Reports section is highly utilized and cherished for it provides us with Summery Reports and a Report Writer for our own Queries. The Email Notifications keep everyone in constant communications. Excellent product with excellent support staff!!!

...more
MarshallSource : financesonline.com
(Reviewed on 07 January 2018)
Amazing software

PROS & CONS

What are the best aspects of this product?

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 manage my Lock Desk and IT unit.

What aspects are problematic or could work better?

There are few drawbacks. First, I need to by a license for each user. Then, I am unable to transfer tickets to others which prevents me from assigning tickets to the right agent in a timely manner. The security level needs to be improved and I should have the ability to give users direct access to the system to submit tickets. The vendor needs to upgrade the software to tier 3 / layer 3 level so that users can access the system through a website as well as for data protection.

What specific problems in your company were solved by this product?

We use Issuetrak to respond quickly and resolve the computer issues of 700 employees, and to enable loan officers to ask for rate locks effectively and quickly.

Are you a current user of this product?

Yes

...more
Source : g2crowd.com
(Reviewed on 30 June 2016)
"Exemplary!"

What do you like best?

The product is robust yet intuitive. The feature set covers almost anything one could need out of a tracking product and the optional modules cover ancillary needs in exceptional fashion. The support staff is exemplary and clearly demonstrate an intimate knowledge of the product.

What do you dislike?

Initial setup can be a bit esoteric. Staging the product may require getting acclimated to certain terms and language exclusive to the product. Also, different facets within the product maybe dependent on other facets which may not be readily obvious during the initial configuration.

Recommendations to others considering the product

The product is exceptional.

What business problems are you solving with the product? What benefits have you realized?

When we outgrew our internally developed ticketing system we were referred to IssueTrak by industry colleagues. Migrating to a purpose-built product facilitated all aspects of our ticketing process. Streamlining the submission, assignment, and reporting process has been instrumental in granting a greater insight into how effective we are as a department and an organization as a whole.

...more
Source : g2crowd.com
(Reviewed on 23 June 2016)
"Simplistic yet very functional Help Desk Software!"

What do you like best?

Their REST based API allows our team to utilize our own software's interface to create tickets directly inside of IssueTrak. Alternatively, users can also email in their tickets in case they cannot reach the software. The best part about this is that we can have their user information tied to the ticket, meaning we do not have to dig and hope that we can tell *who* submitted the ticket!

What do you dislike?

The only thing I would like to see less of is new windows. In Chrome, when opening various links within the software, it opens a whole new Chrome window instead of opening a new tab or just taking me straight to that page versus opening a new window/tab.

Recommendations to others considering the product

Upon implementation, try to do as much administration configuration (ie, additional fields, status types, projects, issue templates, etc. so that your users are not required to do data correction in the future. Also, make sure to reach out to IssueTrak with any questions you may have!

What business problems are you solving with the product? What benefits have you realized?

It has solved our failure to keep up with all of the customer communications. We started being able to respond to customers more efficiently using IssueTrak, even though we don't use it to it's fullest potential! We dropped response time drastically. The number of opened tickets has dropped drastically over the course of the years. Thanks to the support from IssueTrak, we learned that we were misusing the software during a training session that assisted us with a ton of duplicate tickets.

...more
Source : g2crowd.com
(Reviewed on 23 June 2016)
"So far, so good"

What do you like best?

Ease of use, intuitive interface, very helpful support

What do you dislike?

Since we're in the implementation phase, nothing yet.

Recommendations to others considering the product

If you're looking for a simple case tracking application, this will do the trick!

What business problems are you solving with the product? What benefits have you realized?

We need a way for employees to quickly submit cases

...more
Read All Reviews

Videos on Issuetrak

Issuetrak Product Tour
Issuetrak Product Tour
Video Tutorial - Working with Tasks
Video Tutorial - Working With Issues
Video Tutorial - Using the Dashboard

Issuetrak Screenshots

Dashboard
Dashboard
Dashboard