Opiniones de Issuetrak

What I liked the most is ability to configure custom processes per team.
Also if team-specific setup worked good for single team, it was easy to share it with other teams.
Most of our clients liked escalation feature. As we were a small team, sometimes reminder that some issue is on hold is too long on hold worked as additional motivational factor.
We also liked a feature, that allowed to set up custom rules for issues assignment. E.g. if someone is good at something or someone's action/approval is the first step of something, some kind of issues goes to him/her automatically.

They are good when you use only current set of features and experience no issues.
As soon as you experience an issue or wait for their software upgrade, timelines are really unpredictable (company has been working at different pace allover the time).

I like being able to search for the issues I need for information with fast. I am so busy on the phone and customers that when I need certain information from IssueTrak I don't have to sit and wait. I love the way it allows for a wildcard search. I can relax because this software is exactly what I need to get my job completed every day.

I have been using this software for 12 years now and there is not much I don't like about it. There have been a few bugs but most of them have been fixed over the years. The more I use it, which is every day, the easier it gets. Whenever I have a problem, which is rarely, the fix is quick. The only time I can't relax is when the site goes down, occasionally, usually a server problem.

I love the ease of creating tickets for issues that I need to resolve. I also use this software to resolve tickets that were submitted by other users. The software has a nice simple layout which makes it look clean and not cluttered.

The layout could be updated with a new look to give users a modern feel. The current look is a little out of date for current software userfaces.

It just organizes everything nicely and gets everything out and visible to the submitters and engineers.

It doesn't do everything but what it does do is good. I would like to see engineers have the ability to self assign issues of their choice but still not be able to affect assignment of others.

We use this software to handle incoming support calls and emails. We point our voice mail server to send the voicemails and forward our support email addesss as well to IssueTrak which then creates a support tickets. IssueTrak Runs and does what it is supposed to do. Light footprint and easy to use. IssueTrak support is outstanding with training and support issues. I would highly recommend!

I would like to see Secure SSL email support added and better mail controls inside the Web management. The configuration could be a little easier to understand as far as rules and responses go but the support team will help you get it to do what you need.

We use IssueTrak for multiple functions: to receive and track customer inquiries and requests, to track internal processes, and even as an outreach tool to our stakeholders. IssueTrak supports all those goals, and does it in a very user-friendly and scaleable manner.

IssueTrak is very configurable making it ideal for small shops, multiple uses and individualized projects and processes. Support does a good job of understanding your questions/issues, and first level support knows the product well.

With the cloud-based version, we require very little internal IT support. The administrators for the tool are within my department, and we can configure it to do everything we've needed so far.

As with any system, there sometimes are "quirks" and work-arounds that are not necessarily well documented. For example, we needed to give some individuals access to items that were not assigned to their departments. You can do that in IssueTrak, but it's through the use of "e-mail notifications" (you can grant individual access, but turn off specific e-mail notifications). We didn't know that by reading the documentation, but it works!

We are not currently using all features available from Issue Trak but this system is continuously developing that we will have to integrate more system into Issue Trak - e.g. knowledge base, external/internal requests, proposals for product improvement/new product introduction, etc..

We would really appreciate multilingual version that may help us to use Issue Trak in more areas. Sometimes it was hard to understand all permissions that are given by Organization, department and user account settings e.g. if somebody sends you e-mail from the system you can see any issue that your permissions does not allow.

The product is user friendly, has great visuals in the Dashboard, and has the ability to automate notifications.
The training sessions and site configuration sessions with Issuetrak were key to a successful product launch at our facility.

It was difficult to get Active Directory/SSO working correctly during launch. IssueTrack does not play well with large corporate IT cybersecurity policy.

We are an MSP and repair center and Issuetrak makes it very easy for our clients to place help tickets. The ability to scheduled and generate reports on the fly also helps to find trends check metrics.

The UI could use some work. There is also a small learning curve, so we have to spend some time with new clients to get use to the system.

Cost effective solution compared to the others on the market. It give us great value for the money - the response time dropped drastically. Now we are able to assist to our customers promptly and efficiently. I can track tickets and provide info related to other departments without even having to pick up the phone.

I would like to see more from the mobile version. Also it takes more time to set the system generated emails to the end users.

Ease of adding work orders and tracking what has been submitted.

Admin features are sometimes hard to find a component where you want to add or edit an option

Ease of use is the main factor . The ability to customize it for our needs; adding drop down menus, and user defined fields makes it beneficial for tracking and reporting.

Two areas that do the same thing i.e., having a field at the top of the screen to type in an issue number, as well as a menu function for the issue number.

Small footprint on server and runs on Windows. We didn't have to install some appliance or other modified Linux variation to get the software up and running. Able to leverage our existing SQL and IIS servers when needed.

Functionality, they claim it is highly flexible and has workflow but there is no logic short of a yes no response system. The flexibility for any department outside of a single use is frustrating and process automation only really sends notifications there is no automation but instead reporting of when you completed something. Simple workflow related tasks are non-existent such as creating a new issue to handle a flow item, this causes you to have to try and include all outcomes for a workflow item.

The software is professional and keeps a record of all things billing and customer support related which is very important in my line of business.

I do not have any complaints, the system is great! Everything is up to date and works to my liking.

I can search for any "keyword", and can easily limit the search based on date, assignee, etc.

Sometimes the search can be slow if I do not limit by a date or other parameter.

Being able to assign calls to groups / people and having the emails sent automatically to the people that need to know the call exists.

At this time it is not working great in Edge.

The easy setup for a trial run. Once bought, the setup and training was informative and easily scheduled.
Once going live, the administration tasks are fairly easy to find, user base seems to enjoy the software as well.

It could use a more modern look. The asset tracking part is a little hard to navigate. Needs an IOS/Android app.