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?