Issuetrak

Pros: It collects support requests from different channels and centralizes every complaint on one page. It also helps to understand the representative ability and performance. Its knowledge base feature is great. It automates the tracking of requests and tickets. Gives a notification when a new ticket is generated.

Cons: The user interface of its dashboard is complicated.

Overall: I loved how Issuetrak saves time by enabling automated tracking and ticketing service. The knowledge base gives the power to host basic and common issues answers in support pages. Overall, I highly suggest Issuetrak for your help desk solution. It has great potential and helps to save time.

Pros: Issuetrak is a platform that allows customers to have the help they need, and this increases the level of engagement through the scheduled appointments.
Besides, the tool contains of email management, a formal way of engaging different persons.
Finally, Issuetrak has a solid knowledge base, that allows business users to have the quality content to share with their stakeholders.

Cons: Issuetrak is highly competitive, and there is absolute help from the customer help persons without requesting extra costs.

Overall: Issuetrak brings a scheduled appointment or live chat to address problems that concerns users or clients. More so, Issuetrak establishes a comprehensive call center that is solid and collective.

Pros: The feature I like the most is all things are categorized and its easy to use. You can see almost all issues here.

Cons: The one thing I think they can improve is their user interface. Other than this there are not many cons.

Overall: If you are looking for a one-stop solution for your organizational ticketing needs. You need to check out Issuetrak.

Pros: We use it every day to work, I love it. Information can be tracked and is very easy to access when you need to go back and check your ticket.

Cons: It would be great if all the information was available on one scrollable page.

Overall: Users can more easily submit incidents and service requests via a short interface framework. It's best to report on the overall work we've done.

Pros: Very customizable. Like the ability to extract raw data sets on whatever we need.Easy to use, easy to install. I'm all for it.

Cons: Not enough time and money invested, not integrated with finance or third party software.

Overall: We track 100 questions a day. We do have an opportunity to make our system more efficient, and probably do a better job of it. If you have any questions, we will get a prompt reply from customer service.

Pros: The support team is absolutely amazing! They are always professional, friendly and understanding! The product is simple, but if you're not an avid SQL user, setup and installation can be overwhelming.

Cons: Accustomed to default mail notifications and how to work with multiple mailboxes.

Overall: Our biggest problem is the US keeping up with the version. We use IT primarily for our IT development requests and problems. We report quarterly on completed and ongoing issues. My favorite thing is receiving a question or request that I know we've answered/solved, and being able to search and find it quickly. If the search can include searching for whitespace or excluding certain choices. For example, I asked the programmer to include "why" in the question. I want to find a blank cause for all the closed issues. If I leave the reason blank in the search selection, it just searches for everything and does not apply filters. But that's secondary. Searching for all but one value can also be good - sometimes. Is not important. All in all, I'm happy to have this. When I installed and implemented it, my boss said it was temporary because he didn't think it could handle what was needed. Nine years later, we're still using the product.

Pros: I like that I don't have to contact other departments and the client doesn't have to solve the problem. I can submit work orders and they will correct the problem or pass the information to the right team. It helps me be as productive as possible.

Cons: I don't like how often it routes incorrectly. It should automatically fill the area in our system it's going to, and if it's not, it's hard to make sure it gets to where it needs to go.

Overall: Issuetrak is very user friendly. The GUI is very nice and easy to use and understand. As with any new product, it does take time to figure out all the options and how to set them up. The best part is their technicians, if you forget how to do something, you don't really have to do much thinking, you call them and they will help you. These guys are great. Whenever you call or whoever you talk to, they are very knowledgeable. Julian, Ryan, Chris and Patrick are great. They almost always solve my problems on the first call. Only when I had to respond to them did it take more than a day to resolve. It started at McWright, and the training staff there was great. He was easy to talk to, pleasant to get along with, and very technical. He set up our ticketing system the way we wanted it and got it right the first time. I highly recommend Issuetrak for any of your ticketing system needs. It can do a lot for your organization.

Pros: This software can be customized to fit our specific business needs. It's been easy to modify and use and provides a central hub for all of our issue management tasks.

Cons: I've been extremely pleased with the entire software platform. The only "Con" would be that it does take some time to familiarize oneself with the software but with a little bit of time, that's not much of an issue.

Overall: Overall great experience and company is customer focused. The demo clearly highlighted the functionality. We were looking for a solution to track changes across our enterprise applications. The time to buy, implement and begin using is relatively fast.

Pros: Its pricing model is affordable for a small business and offers the support we need Automation in the software alerts the specific teams to resolve the issue in definite time It supports a range of devices Ease of navigation and administration.

Cons: Customer support is very poor sometimes emails sent to the system to generate a ticket will get stuck on the server and we have to manually run a job that kicks the email through.

Overall: I recently began using Issuetrak and found that once you uncover the basics, there is a lot you can do with the application to help you improve your client satisfaction. You can customize the way a client interacts with your support staff as well as give your support team tools to tighten up their response loop with your clients. The one hope I have for Issuetrak is that they develop an API (integrate) with Salesforce. Other than that, it's a great application for any issue support management team.

Pros: The program runs smoothly and requires little maintenance. We use it to help with ticketing and inventory. The cost is very reasonable and it works on phones and iPads.

Cons: I hope it finds the printer automatically. We don't have a lot, so it's not a big problem, but it's necessary for bigger companies.

Overall: I have worked in IT all my life and I have used several different ticketing systems and Issuetrak is the most comprehensive out of the box system I have used with the fewest problems.

Pros: Ease of use for staff. Also the reporting function is very beneficial for tracking, trending, proactive resolution and improvement.

Cons: I have not used it long enough to accurately answer this question.

Overall: I am in the process of set up and am finding it easy to set up and use. I am confident that Issuetrak will be a great help when tracking and trending issues and their resolutions.

Pros: The built in KB and issue escalation rules are nice. The reporting is pretty good once you get a hang of it. The AD integration works well overall. Support has been great when it was needed, and the company seemed very interested in feedback for possible future improvement.

Cons: N/A.

Overall: The Issuetrak system is overall a good product, but is held back by some built in limitations. For basic ticketing and tracking purposes it is a great value. Limited customization prevents you from fully fitting the software into an existing support model or the ITIL framework.

Pros: This is a good software, I like it very much, the interface is very very good-looking, typesetting is simple and clear, it is very convenient to use, there are a lot of resources, it is easy to find the software you need, the software inside is also very sophisticated, are some carefully made software.

Cons: The disadvantage is that I need to pay, which is not a small burden for me. It would be nice if I could do it for free.

Overall: This is a good software, I like it very much, the interface is very very good-looking, typesetting is simple and clear, it is very convenient to use, there are a lot of resources, it is easy to find the software you need, the software inside is also very sophisticated, are some carefully made software. The disadvantage is that I need to pay, which is not a small burden for me. It would be nice if I could do it for free.

Pros: I really like REST API integration. It's fast, easy, and feature-rich. You have precise control over the problem. Very responsive interface. Great customer support. Pricing that allows you to select the features you need and actually adjust to your organization's needs.

Cons: We hope to increase the number of tickets that can be tracked simultaneously by Issuetrak.

Overall: I really like REST API integration. It's fast, easy, and feature-rich. You have precise control over the problem. Very responsive interface. Great customer support. Pricing that allows you to select the features you need and actually adjust to your organization's needs.

Pros: Issuetrak helps us track tickets, issues, and requests from submission to resolution, ensuring that they are not lost or misplaced. Streamline day-to-day processes and operations with workflow tools that bring transparency and accountability to team.

Cons: Issuetrak can be further simplified. The first time you use the program, there is definitely a learning curve.

Overall: Issuetrak automation helps my team work faster and smarter. Submitting multi-channel questions via email, mobile, or web portals is easy and much easier. Clear dashboard metrics help you create very individual and clear reports.

Pros: Issuetrak is one of the most useful management tools for team leaders and managers. Helps you organize and sort open issues by issue type, subtype, escalated issue, and more, with easy-to-read graphs and tables to see key data at a glance.

Cons: Issuetrak does not regularly reassess / reassess how customers are using the product, or can assist in any improvements.

Overall: Overall, there's a great workflow that you can assign to someone who can continue working, even after working on that ticket. The ability to pull a raw dataset for everything you need is helpful too. The product is very flexible and the support have been great.

Pros: After an issue is resolved on Issuetrak, it is important to get customer feedback. Issuetrak can send Web Surveys that allows you to analyze the customer feedback and assess customer satisfaction levels.

Cons: If more sample questions are readily available in the survey template then that will be very useful.

Overall: Issuetrak allows us to resolve customer issues and then by sending web forms it provides valuable customer feedback which is very important for the business.

Pros: It is very simple and quick to set up the entire task management process. It has excellent options to resolve complaints or problems in a short period of time. Notifications sent via email help keep customers always informed. Their support team is very friendly and efficient.

Cons: The only thing that I even consider should be added is more customization options.

Overall: It is a very complete platform that facilitates and minimizes the entire life cycle of complaints filed by customers.

Pros: It is easy to use and configure. The help desk feature significantly reduces errors and improves detailed customer service. Searching for tickets is very simple and makes it easy to resolve recurring issues. It offers fully customized and automated reports for the client.

Cons: It needs to incorporate tutorials so that new users can take advantage of its potential even more.

Overall: Issuetrak has optimal functions that allow developing effective attention and communication with the client.

Pros: What I like most is the complex branching workflow that allows users to see the steps they have completed. It also assigns team members to each task and sends automatic notifications when something is needed. Much of my work is automated with Issuetrak.

Cons: Tracking using the Issuetrak feature is fairly easy, but can take time due to issues.

Overall: Overall, my work, from assigning tasks to tracking progress, is fully automated. Its logical operations help identify possible solutions or next steps to a particular problem. Best tool I've come across.