
Issuetrak
Calificación general
Filtrar
Tamaño de la empresa
Tiempo usado
Opiniones de 181
- Sector: Software informático
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Absolutely fantastic issue tracking solution - works great for both staff and customers!!
Revisado el 03-05-2019
Issuetrak replaced another system that was not at all customizable and just wasn't meeting our needs. From the start, their team was super helpful with the (really easy) set up and everything that followed. Our customers loved it and so did our entire team.
Puntos a favor
Issuetrack is great. It works right out of the box but also has tons of customization available. It's one of those rare solutions that your internal team will like as much as your customers do.
- customers can login to see all their issues
- great email rules you can customize to how your team works and what your customers want
- nice set of reports already on board
- VERY nice work flows (once we saw these, we used them for EVERYTHING)
- If I could rate their own support team higher than a 10, I would. I manage our company's support team, and the Issuetrack support team is my model for how support should treat their customers.
Puntos en contra
Actually nothing. I love it. Our leaving was a cost saving measure (we are using a free product now) and I miss Issuetrak EVERY DAY.
- Sector: Tecnología y servicios de la información
- Tamaño de la empresa: 501-1.000 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
IssueTrak has allowed me to document and resolve IT requests in a timely manner.
Revisado el 09-11-2017
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.
Puntos a favor
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.
Puntos en contra
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.
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Asistencia al cliente
Lacking Key Features
Revisado el 09-02-2016
I have used one other ticket tracking system before and for this system to allow multiple users to have the same issue open and editing is such an unfortunate design flaw. Make sure you have a rock-solid process in place otherwise you will be reaching out to people via phone or email at the same time! This makes our group seem horribly inefficient. Also to allow multiple Assets with the same serial number to be entered successfully? How is that helping to eliminate the duplicate entry of inventory items? Not only were we told that these are not under design but not even prepared for future designs.
Respuesta de Issuetrak Traducir a Español
We appreciate your feedback. Both items you mention are good suggestions for improvement.
Many Issuetrak customers employ our "Assign To Me" feature so that agents can grab an unassigned issue from the queue. That issue is then removed from the queue, and other agents won't try to grab it. But this method doesn't prevent the problem you mention 100%. I checked UserVoice, and I see several other people have requested more robust handling of simultaneous updates. I contacted our product manager, and he says this is an issue we will be addressing.
The other problem isn't so clear-cut. There could be times when it is OK to have assets with the same serial numbers. What if they come from different manufacturers?
I see Arbitration Forums has been a customer for almost nine years! We've enjoyed working with you and your colleagues over the years.
If you have any more suggestions, please let us know, or feel free to put them directly into issuetrak.uservoice.com.
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Asistencia al cliente
Maillie Review of cloud base issuetrak - Chad Mohr
Revisado el 16-03-2015
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.
Respuesta de Issuetrak Traducir a Español
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
- Sector: Software informático
- Tamaño de la empresa: 501-1.000 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
Love to recommend IssueTrak!
Revisado el 02-11-2016
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!
Puntos a favor
Quick pick, Recurring Issues, Reports, Note captures Labor hours.
Puntos en contra
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.

- Sector: Administración educativa
- Tamaño de la empresa: 1.001-5.000 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
I was having trouble with the back button on searches and the technician fixed the problem...
Revisado el 20-07-2017
I make my boss happy when I can retrieve the information quickly and set in an excel sheet for reports needed fast. I have become the most valuable employee hired in this department.
Puntos a favor
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.
Puntos en contra
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.

- Sector: Bienes de consumo
- Tamaño de la empresa: 201-500 empleados
- Software usado A diario durante 6-12 meses
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Easy to use for first time Ticket Users
Revisado el 25-07-2019
I am part of a small IT team. We often have to coordinate with outside developers and vendors on projects and problems. We often learn tricks and best practices from them. IssueTrak allows us to track the progress and document what we've learned for other team members in the future.
Puntos a favor
It is very easy to learn - I had no experience with it in November, and became comfortable with it in just a few days. I especially like the Knowledge Base and Recurring Request features.
Puntos en contra
It's not the prettiest GUI. Pasting images always pastes them too large and have to be resized.
Alternativas consideradas
Spiceworks- Sector: Gestión de organizaciones sin ánimo de lucro
- Tamaño de la empresa: 1.001-5.000 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
Workflow System
Revisado el 12-05-2022
Puntos a favor
It's a good workflow product and is a temporary electronic storage system for our files
Puntos en contra
Want to be able to customize it more. Need to be able to rename attachments and easily merge them to another issue. Would also like to pick and choose attachments when emailing from the issue.
- Sector: Administración educativa
- Tamaño de la empresa: 1.001-5.000 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Probabilidad de recomendación 9.0 /10
Issuetrak
Revisado el 25-05-2022
I was introduced to it over a year ago, and found it to be very useful.
Puntos a favor
Issuetrack is easy to use and it does what we need.
Puntos en contra
I like all aspects of Issuetrack. It keeps me on point with customer issues.
- Sector: Administración educativa
- Tamaño de la empresa: 501-1.000 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
Issues easier to maintain and follow
Revisado el 17-05-2022
It helps maintain the volume of issues we have and our customer responsiveness
Puntos a favor
The ability to seach, find and deetermine our response towards issues
Puntos en contra
Permisssions during setup could be easier
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 6.0 /10
We used it for end user issues tracking at active phase of the project
Revisado el 19-06-2018
We've got some experience how to set up better process for our end-users issues tracking
Puntos a favor
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.
Puntos en contra
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).
- Sector: Servicios financieros
- Tamaño de la empresa: 201-500 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Basic Ticketing Solution
Revisado el 01-08-2017
Issue Tracking for our IT Help Desk.
Puntos a favor
The cost of the product is a huge seller, especially when compared to similar products on the market. Their customer support and sales team are easy to work with and quick to resolve issues.
Puntos en contra
Very basic solution that requires extensive periods of time to pull reports from (they have to be manually created) and to customize/maintain. IssueTrak does not check back on a regular basis to reevaluate/reassess how their customers are utilizing the product and if there is any improvements they can help them make.
Respuesta de Issuetrak Traducir a Español
Thank you for your feedback Lars. We are always working to improve our product and services and firmly believe in the idea that there are no finish lines.
I'm sorry to hear about the lack of communication - that is certainly not how we strive to operate. I will share your feedback with the appropriate teams to make sure this is rectified.
Thank you for choosing Issuetrak!
- Sector: Productos químicos
- Tamaño de la empresa: 1.001-5.000 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
We have implemented the Issue Trak across 25 countries in Europe from a scratch to a perfection...
Revisado el 22-08-2017
Transparency on issue resolution and reporting purposes.
Puntos a favor
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..
Puntos en contra
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.
- Sector: Gestión de organizaciones sin ánimo de lucro
- Tamaño de la empresa: 201-500 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 7.0 /10
Simple and Effective
Revisado el 04-10-2018
Solves end-users needs to submit their requests quickly, also IT Admins can better track all the requests and report.
Puntos a favor
The ability to customise the software to meet our needs
Report generator tool is pretty extensive
Email to ticket, made end-users life easier
Overall a decent product
Puntos en contra
Installation is bit tricky
Only search users beginning with last name of the user, some time can be annoying
As an admin when I send reply to tickets it goes using my personal work email rather than the support email, I constantly have to cc support email and advise users to Reply All when sending replies.
- Sector: Automoción
- Tamaño de la empresa: 501-1.000 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
without a doubt the best in the business
Revisado el 10-08-2017
it tracks every issue in our business. we rely on it all day long, 7 days a week and tickets open whether done by email or phone.
Puntos a favor
how easy it is to use and the support staff. they are always friendly and willing to go above and beyond to address my issue. i may call them for help 1 or 2 times a year. that is how great the product is
Puntos en contra
the asset tracking needs help. it does not clean itself up and the tools to work on it all have to be done in SQL instead of a gui interface to do maintenance on it.
- Sector: Administración educativa
- Tamaño de la empresa: 1.001-5.000 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
Flexible, feature-complete issue tracking and customer support product
Revisado el 15-06-2016
Our organization uses IssueTrak for Helpdesk/IT issues to provide top-notch customer service, including the use of the Asset Management and Surveys modules and the Dashboard, Knowledge Base, and Projects features quite extensively. We have found IssueTrak to be quite capable of fulfilling all of our needs in these areas.
Puntos a favor
Stability, web-based, AD authentication, available features, optional modules, customizability
Puntos en contra
Occasional problems with KB articles not being editable after creation
- Sector: Alimentación y bebidas
- Tamaño de la empresa: 201-500 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 7.0 /10
Core part of our IT support - I love the way it categorizes the different issues.
Revisado el 05-06-2018
As I mentioned IssueTrak help us to communicate with our customers more efficiently. The response time dropped.
Puntos a favor
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.
Puntos en contra
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.
- Sector: Cuidado de la salud mental
- Tamaño de la empresa: 201-500 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 6.0 /10
Used daily as a organizational communication routing tool.
Revisado el 24-07-2018
Puntos a favor
Used daily as a organizational communication routing tool. I like going to a single location to document and having the data routed as needed to the appropriate recipients. I like the escalation process built in.
Puntos en contra
The reporting could be a lot better. The reporting options need to be more clearly defined, "how to".
- Sector: Banca
- Tamaño de la empresa: 11-50 empleados
- Software usado A diario durante Más de un año
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
Efficient Help Desk and Support System.
Revisado el 06-12-2018
Retrieving information quickly for Decision making is key and this makes my superiors happy anytime am ble to retrieve information quickly. Just try it and you will love it.
Puntos a favor
A very reliable Help Desk and Support System which gives room for flexibility. very easy to use ones its set up. is very user friendly.
Puntos en contra
have been using this for a while haven't had a any flaws yet but at times it slows. Aside that this is a fanastic support system and will recommend to any one to try it.
- Sector: Petróleo y energía
- Tamaño de la empresa: 501-1.000 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 9.0 /10
Verify intuitive issue tracking tool
Revisado el 31-08-2017
Issue tracking hence the name
Workflow and building repeatable tasks for standard operating procedures
Puntos a favor
Easy to administer and configure
Good rich feature set and customization
Customer support is excellent
Puntos en contra
Would be nice to have a custom landing screen, for self help.
It would be nice to support concurrent licensing
- Sector: Hostelería
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Great Ticketing System and more!
Revisado el 09-08-2016
We have used Issuetrak for 7 years and it is the most reliable ticketing system I have ever used. It's a great product for tracking, escalating and creating tickets.
Puntos a favor
The ease of use. First off it's easy to setup and maintain. Once it is setup it's like set it and forget it. It just works.
Puntos en contra
Really no cons about this product.
- Sector: Software informático
- Tamaño de la empresa: 2-10 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
IssueTrak Review
Revisado el 03-11-2017
IssueTrak is #1 in my book.
Puntos a favor
Knowledge Base, sends out email and text alerts when a new issue comes in, and the Support people are THE BEST! Having a database there of all OPEN and CLOSED issues. The ability to send out mass emails to all users.
- Sector: Administración educativa
- Tamaño de la empresa: 201-500 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 8.0 /10
Issuetrak
Revisado el 22-10-2021
Puntos a favor
Once it is customized it is easy to use.
Puntos en contra
Figuring out how to customize ticket presentation and limits of doing so.
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
Easiest ticketing system I have ever used.
Revisado el 03-01-2018
Puntos a favor
Very customizable, and easy to use. Pulling reports on the fly is simple, as well as creating canned reports
Puntos en contra
there are some limitations on how key fields are used, and there is not more than one searchable asset field.
- Tamaño de la empresa: 201-500 empleados
- Software usado A diario durante Más de dos años
-
Fuente de la reseña
Calificación general
- Relación calidad-precio
- Facilidad de uso
- Asistencia al cliente
- Probabilidad de recomendación 10.0 /10
I have had a great experience so far with IssueTrak!
Revisado el 20-09-2017
Puntos a favor
The software support makes the software as valuable as it is. Anytime I have an issue, I can call and receive great customer support every time!