Sobre Issuetrak

IssueTrak es un software de alto rendimiento para administración de procesos empresariales y seguimiento de problemas. Cuenta con un historial de 20 años de implementación exitosa en miles de empresas en todo el mundo de los sectores de TI, salud, finanzas, hostelería, gobierno, militar y organizaciones sin ánimo de lucro. Entre sus clientes se incluyen Ralph Lauren, Pepsi, UPS, Verizon, el Departamento de Defensa de EE. UU. y Raytheon.

El software permite asignar automáticamente nuevos problemas según las preferencias y ahorrar tiempo con formularios precompletados para los problemas recurrentes definidos. Permite asignar tareas a cualquier persona de la organización, crear nuevas tareas o seleccionar un grupo predefinido de tareas para agregar a un problema. Los problemas recibidos por correo electrónico se rastrean al instante en función del contenido y se asignan automáticamente. Toda la correspondencia posterior se guarda dentro del mismo problema.

Define y supervisa SLA con alertas por correo electrónico sobre vencimientos próximos. Las métricas de rendimiento se pueden revisar rápidamente en un panel personalizado basado en las KPI seleccionadas.

Audita, registra y mantiene datos sobre activos de TI automáticamente. Permite vincular activos con usuarios y usuarios con activos. La búsqueda de activos y los informes incorporados permiten localizar rápidamente elementos, detectar tendencias y recuperar información detallada sobre los activos de TI y otros.

Precios desde:

US$59,00/mes

  • Versión gratuita
  • Prueba gratis
  • Suscripción

Las 5 mejores alternativas a Issuetrak

Clientes habituales

  • Trabajadores autónomos
  • Empresas pequeñas (2-50)
  • Empresas medianas (51-500)
  • Empresas grandes (500 o más)

Implementación

  • Basado en la nube
  • Entorno local

Disponible en los países siguientes

Australia, Brasil, Canadá, Alemania, Reino Unido , Irlanda, India, Japón, México, Estados Unidos

Idiomas admitidos

inglés

Precios desde:

US$59,00/mes

  • Versión gratuita
  • Prueba gratis
  • Suscripción

Las 5 mejores alternativas a Issuetrak

Imágenes

Issuetrak Software - 1
Issuetrak Software - 2
Issuetrak Software - 3
Issuetrak Software - 4
Issuetrak Software - 5
Ver 6 más
Vídeo de Issuetrak
Issuetrak Software - 1
Issuetrak Software - 2
Issuetrak Software - 3
Issuetrak Software - 4
Issuetrak Software - 5

Funciones

Funcionalidades totales de Issuetrak: 111

  • API
  • Acceso móvil
  • Acciones preventivas y correctivas (CAPA)
  • Actualizaciones en tiempo real
  • Alertas y alzada
  • Alertas y notificaciones
  • Almacenamiento de documentos
  • Análisis de atención al cliente
  • Análisis en tiempo real
  • Asistencia al cliente
  • Auditoría de problemas
  • Autorizaciones basadas en roles
  • Autorrespondedores
  • Base de datos de clientes
  • Base de datos de contactos
  • Campos personalizables
  • Catálogo de servicios
  • Chat en tiempo real
  • Chat en vivo
  • Chat y mensajería
  • Comentarios/notas
  • Comunicación multicanal
  • Configuración de flujos de trabajo
  • Control de procesos de aprobación
  • Control/Acceso remoto
  • Controles o permisos de acceso
  • Creación de informes de servicio
  • Creación de informes en tiempo real
  • Creación de informes y estadísticas
  • Creación de informes/análisis
  • Creación de marca personalizable
  • Creación de paneles de comunicaciones
  • Encuestas y comentarios
  • Enrutamiento
  • Enrutamiento automatizado
  • Flujo de trabajo basado en reglas
  • Flujo de trabajo configurable
  • Flujo de trabajo de aprobación
  • Formularios personalizables
  • Garantía de calidad
  • Gestión de SLA (Service Level Agreement)
  • Gestión de asignaciones
  • Gestión de auditorías
  • Gestión de casos
  • Gestión de centros de atención telefónica
  • Gestión de citas
  • Gestión de colas de espera
  • Gestión de comentarios
  • Gestión de configuración
  • Gestión de contactos
  • Gestión de contratos o licencias
  • Gestión de correo electrónico
  • Gestión de documentos
  • Gestión de empleados
  • Gestión de encuestas y sondeos
  • Gestión de flujos de trabajo
  • Gestión de formularios
  • Gestión de incidentes
  • Gestión de inventarios
  • Gestión de la asistencia técnica
  • Gestión de la base de conocimiento
  • Gestión de la comunicación
  • Gestión de la conformidad
  • Gestión de la formación
  • Gestión de modelos
  • Gestión de problemas
  • Gestión de problemas
  • Gestión de propiedades inmuebles
  • Gestión de proyectos
  • Gestión de recursos informáticos
  • Gestión de tareas
  • Gestión de tickets
  • Gestión de tickets de soporte
  • Gestión de versiones
  • Gestión del cambio
  • Gestión del ciclo de vida de recursos
  • Gestión del conocimiento
  • Gestión del mantenimiento
  • Herramientas de colaboración
  • Historial de cliente
  • Informes personalizables
  • Informes planificados y automatizados
  • Integraciones de terceros
  • Integración de directorio activo
  • Modelos personalizables
  • Métricas de rendimiento
  • Notificaciones en tiempo real
  • Panel de actividades
  • Panel de comunicaciones
  • Planificación de cambios
  • Portal de autoservicio
  • Portal de clientes
  • Priorización
  • Problemas recurrentes
  • Programación de incidencias
  • Registro de auditoría
  • Registro único
  • Segmentación de clientes
  • Seguimiento de actividades
  • Seguimiento de activos
  • Seguimiento de activos de TI
  • Seguimiento de cambios
  • Seguimiento de interacciones
  • Seguimiento de problemas
  • Seguimiento de progreso de tareas
  • Seguimiento de quejas de clientes
  • Seguimiento de tickets de soporte
  • Seguridad SSL
  • Supervisión
  • Supervisión en tiempo real
  • Varias cuentas de usuario

Alternativas

Spiceworks

4,4
#1 alternativa a Issuetrak
Lleva un registro de todo lo que está sucediendo en la red, ¡desde cuando el usuario instala una pieza de software que...

EcholoN

4,7
#2 alternativa a Issuetrak
EcholoN es un software de gestión de atención al cliente que ha sido diseñado para ayudar a las empresas a manejar los...

Vivantio

4,3
#3 alternativa a Issuetrak
Vivantio Pro es un software de administración de servicios confiable y flexible. Desde la simple gestión de incidentes...

Salesforce Service Cloud

4,4
#4 alternativa a Issuetrak
Interactúa con tus clientes independientemente del momento y del lugar. Ofrece servicio en todos los canales, en...

Opiniones

Calificación general

4,5 /5
(172)
Relación calidad-precio
4,5/5
Funciones
4,4/5
Facilidad de uso
4,4/5
Asistencia al cliente
4,7/5

¿Ya tienes Issuetrak?

¡Ayuda a los compradores de software! Las opiniones sobre los productos son útiles para que el resto de los usuarios podamos tomar las decisiones acertadas.

Mostrando 5 opiniones de 172
Alexander
Calificación general
  • Sector: Entretenimiento
  • Tamaño de la empresa: 10.000+ 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

Tracking 23 Organizations at Once

Revisado el 12-05-2022

Very positive. This is the thing that keeps us moving. I was with this company a decade ago before...

Very positive. This is the thing that keeps us moving. I was with this company a decade ago before Issuetrak and recently came back as a manager. Let me tell you, this software has revolutionized our technical department.

Puntos a favor

Data tracking, hands down. I can research past issues with confidence. It takes a bit of management to keep people from being lazy when entering tickets, but when all the information is there this becomes a very powerful tool that can be used to track day to day problems, but it can also compile them over years to see larger trends that otherwise would have gone unnoticed. It also helps me and others cover our bases and provide evidence to either support or refute vague claims that otherwise would be anecdotal in nature.

Puntos en contra

The search function can, at times, can feel clunky. It's not bad, but if you are asking me to pick nits here, this would be it. One annoyance is searching users, where I have to pick between active or non-active. I don't know why I can't search both at the same time, which would speed up my process. Also it seems like the main search tool at the top could be a little more robust. I almost never come up with anything useful out of it as I think it only looks at subject line searches. When searching names or terms often times the search gets confused by one letter or capital difference. I feel like to be truly effective the search function could have more intelligence (speaking from a place of not knowing at all how that works).

This is not a con, but in my opinion the mobile settings are not sufficient for use on the phone. As we move further and further remote in our jobs, it would be very handy to have an Issuetrak app. A dedicated mobile device application that is not through the web browser would elevate this experience ten fold if done properly. As of right now I use Issuetrak almost exclusively on my PC, but I could see the benefits of a mobile experience, keeping notifications within the app and reducing email accumulation. Right now I basically ignore Issuetrak when traveling, and it would be wonderful if this didn't have to be the case.

King
Calificación general
  • 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...

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.

Chad
Calificación general
  • 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...

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

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

Tom
Calificación general
  • Sector: Petróleo y energía
  • Tamaño de la empresa: 51-200 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

Robustness in an Affordable Package

Revisado el 08-11-2016

I have been using Issuetrak now for about 5 years. Until recently I only used it for managing tasks...

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

Puntos a favor

Flexible
Adaptable
User-friendly

Puntos en contra

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.

Biswa
Calificación general
  • 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...

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.

Mostrando 5 opiniones de 172 Todas las opiniones

Preguntas frecuentes sobre Issuetrak

He aquí algunas preguntas frecuentes sobre Issuetrak.

Issuetrak ofrece los siguientes planes de precios:

  • A partir de: US$59,00/mes
  • Modelo de precios: Suscripción
  • Prueba gratis: Disponible

Los clientes habituales de Issuetrak son:

Trabajador autónomo, 2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001-5.000

Issuetrak admite los siguientes idiomas:

inglés

Issuetrak admite los siguientes dispositivos:

Issuetrak se integra con las siguientes aplicaciones:

Azure Active Directory, SwaggerHub

Issuetrak ofrece las siguientes opciones de asistencia:

E-mail/Help Desk, Preguntas frecuentes/foro, Base de conocimientos, Asistencia telefónica, Asistencia 24/7, Chat

Categorías relacionadas

Ver todas las categorías de software encontradas para Issuetrak.