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.
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.
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.
Likelihood to recommend: 10/10
Before I was hired, Maillie was using no help desk software at all. We are a 100 person small accounting firm. I came from a 400 person pharma company in which I used and configured 4 help desk software before. I have used before Remedy, HP service center, Cherwell, Lifetime, and Frontrange ITSM. I am ITIL v3 certified and this product helps follow some of the ITIL methodologies. We trialed 8 hd systems. I deployed IssueTrak cloud to Maillie at end of Sept 2014. Our employees are gravitating to the system, we now average about 200 issues a month. The pros are:-easy setup/configuration. I did our company configuration needs in about 2 weeks, with the setup of mostly issue types and subtypes. The setup training was easy to follow and I didn't need all the hours. I revisited the hours when I was ready to make templates/forms for things like New Hire Requests. Sync to AD worked after you get the certificate loaded properly. We are using the asset trackpc.exe which pulls from a batch file at login the client and server machines info. Reports have been easy to generate and export to excel. We use tasks for access approval, software request, hardware request and change control. We now know who is approving it and when. Creating a kb article from a ticket is easy. Escalating an issues to a global issue and then linking issues to that global is very easy and it closes and updates notes with any modifications from that global issue. IssueTrak Support has been quick, effective and easy to talk to. I can tell IssueTrak invests money and time into their product they do take suggestions from their clients. The Cons are: sometimes a lot of windows get opened and then it's difficult to find screen you need. Everything works downwards on the page, the more fields you add the lengthier it gets. Be nice if you could just make fields go in open spaces on the page. When submitting an issue you should fill it out from top to bottom because if you have any custom screens, it changes the screen and fields below then are wiped.IE settings have to be set to show content. If two people have the same issue open, the last save takes presidents. Devices that cannot run trackpc.exe need to be entered. When submitting an issue, it would be nice if it automatically suggested a kb and not have to click the KB link which takes you away. OVERALL, I am very pleased with IssueTrak and I would recommend it to anyone because it makes configuring, deploying and using hd software easier.
Chad, Great product review. Regarding the request to have IssueTrak automatically suggest a KB solution....I've seen that functionality demonstrated in a recent developers meeting. Just saying.... Customer feedback really does help define the product. Thanks again, Tony
I have been using Issuetrak now for about 5 years. Until recently I only used it for managing tasks for my manufacturing group. I wanted them to be able to have a place that flowed their work on non-repetitive tasks. What I found however went way beyond my original expectations. Issuetrak has used the customer's voice to evolve over the last few years. It has made itself more user-friendly, more adaptable, and more relevant to industries that aren't traditional help desks. We have taken those improvements, and have put in place a system the helps us manage the workflow of IT, Engineering, Accounting, Manufacturing, Customer Service and even our sales force. We have been able to create customized tools and screens that consolidate or data in one location. Whether it is requests for engineering change orders, travel documentation and reporting for our field service technicians, customer support of sales quoting, or quote to shipment of customer orders. We seem to find new ways to use it everyday. I could go on and on, but suffice it to say for the price, this gem is amazing. I recommend it to anyone who will listen, and I look forward to the new ways Issuetrak will morph to support its users. Keep up the outstanding work!!!! Tom Moss General Manager Columbia Industries LLC
Flexible Adaptable User-friendly
The screens could still use some work to make them completely custom. While some fields may need to be mandatory, it would be nice if they didn't need to show on the issue itself.
Likelihood to recommend: 10/10
Well, they say it right! you've got issues. Keep track of them with IssueTrak. it is a standard ITIL driven application with user-friendly interface to track Issues for your organization or your customers. That's not end of it. It has standard and functionalities like Reports, Asset Management, Quick pick and Recurring Issues etc. which will make your life easier. It's not an high-end application though I guess small or mid sized organization will find it suitable. The best thing I like about IssueTrak that it captures labor hours of users, at each transaction, at each updates, at the end of day you can create a report and calculate how many hours you or your team had spent in a work or issues or projects etc. Isn't that interesting? I would love to recommend to anyone. Thanks IssueTrak!
Quick pick, Recurring Issues, Reports, Note captures Labor hours.
It's slow. Email notification setup gets bug sometimes. It lacks in connecting different modules like Organization, Users and Issue Type. Like you can not see what are the issue types supported by the organization if you are at the organization page. You can not add/remove groups from user if you are at the user page.
Likelihood to recommend: 9/10
One of the features that i currently have an issue with is the integration of O365. We spent hours with your technicians and still couldn't get the issue fixed from over two years ago. Hoping an upgrade to version 10.1 will remedy the situation. Your Survey feature needs to be a little less bland! My company would LOVE to use this more but overall our survey takers find them boring. Give us the option to add more designs, more fonts...just more of everything! And please change the survey result display...gosh add some graphs or piecharts...please!
ease of use entering tickets
survey needs work need the ability to integrate o365
Thank you for your feedback, Alisa. Recent improvements to the Incoming Email feature should alleviate the issues you encountered previously. I encourage you to contact our support team at your earliest convenience so they can assist you with the process. They can be reached at +1 (757) 213-1351 M-F 7am-8pm (ET/GMT-5).
Regarding your feedback on our Survey module, we take all suggestions seriously and review customer feedback when evaluating future product enhancements. If you have additional feedback you'd like to recommend, we utilize UserVoice to collect and track community submitted ideas for Issuetrak. It can be accessed at https://issuetrak.uservoice.com.
Likelihood to recommend: 5/10
The software with the most features for your money. The price for the IssueTrak is based on the number of Licensed Users you require and the type of solution you choose.
The Service Desk Licensing Model is used when a select group of Licensed Users are providing support to Free Users. This model is used for IT Help Desk, Service Desk, and Customer Support applications.
The IssueTrak Annual License is a yearly, renewable license for customers who run a premise (local) solution of IssueTrak.
The ability to effectively manage critical business processes and efficiently handle resources is vital for professional organizations. For businesses that are looking to automate the way they handle operational tasks, and utilized optimized IT service desks, IssueTrak has developed an integrated solution.
IssueTrak provides business operations support to companies of all sizes. The feature-rich solution is used most frequently by organizations in the healthcare, education, technology, government, financial, food and hospitality, and entertainment industries. IssueTrak currently works with more than 2,000 clients in 36 countries. A few of the IssueTrak’s most important features are dashboards, custom templates, reports, and task management tools.
IssueTrak offers a way for people to enter support requests online, which provides for quicker resolutions, more efficient management, and a higher level of service. The platform encompasses both internal and external customer support, IT help desks, issue tracking, and workflow management, with advanced features allowing users to quickly view issue counts, create custom templates for common problems, and design custom queries.
Organizations that use IssueTrak benefit from using a digital system for tracking and resolving issues from beginning to end. IssueTrak stands apart from competitors with custom configurations that enable its users to track and process many different types of management needs. Versatile features also make it possible for IssueTrak to be used for much more than strictly customer service. IssueTrak can be used by many departments within larger organizations.
IssueTrak’s dashboard displays statistics having to do with any open or unresolved issues. The dashboard is designed in a way that allows users to view issue counts and metrics quickly, with graphical displays and numerous filtering tools available.
The dashboard functions as a homepage within IssueTrak, accessible through the My IssueTrak sub-menu. Adjust the dashboard settings based on your personal preferences and workflows. From within the dashboard, you can filter open issues by things like sub-status, priority, or issue type.
Issue templates are known as “Quick Picks.” These Quick Picks custom templates are generated for common issues or processes, and they allow users to quickly address routine operations or tasks without having to start from scratch each time.
IssueTrak recommends using Quick Picks as frequently as possible. You can create an unlimited number of Quick Picks, having to do with virtually any imaginable issue. Just select a name for your Quick Pick that’s easy to recognize, along with a subject, description, issue type, and any relevant field values. Options exist to add attachments or include relevant tasks with the Task Manager, as well.
IssueTrak’s Report Writer offers users a platform for designing and sharing custom queries and reports. Reports can be scheduled for delivery via email. Report Writer allows users to control output details in their reports. Some of the output details they can control include the sort order and the column width. Report Writer also makes it possible to group together disparate pieces of data.
Review a list of all the existing reports generated by your organization, and then choose whether to create, close, edit, delete, or run a new report. Included in the details of each existing report is the name, title, selected fields, formatting, grouping, sorting, sharing information, and a brief description.
One of the most central features within IssueTrak is Task Management. Task Management enables users to define common workflows and dynamically assign tasks to colleagues both inside and outside of their departments.
When you use IssueTrak, you can predefine workflows and processes or set them up on demand. This flexibility allows you to define workflows for multiple business processes, some of the most popular of which include change management, onboarding and off-boarding, approvals processes, and complex workflows.
IssueTrak does not currently integrate with other apps, however, an API has been developed to allow other apps to communicate with it. Application integration is on the company’s future product roadmap.
IssueTrak uses a flexible pricing strategy based on the number of licensed agents. Pricing options for the cloud and premise installations are available.