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.