Likelihood to Recommend Originally we used it as a guide for a workflow and it was amazing. As I stated earlier, we currently use it to decimate status based on tasks, great. We tried to use it as more of a Project Management platform and it wasn't really the best, but it isn't made for that either. Then again, using
Microsoft Project can be linked to it to communicate the milestones.
Read full review If someone is looking for a ticket management system or something to keep track of records in a cloud environment, IssueTrak is well suited to handle this need. It's a very simple and basic approach and after using it for 10 years, it is still just as easy to find what I'm looking for on previous tickets from years ago. The setup can get a little bit of a challenge and if you have a need to segregate users/employees into their own areas for workflow, it can be a little daunting trying to get it just right. Where I feel that IssueTrak falls short is if you need to keep track of CUSTOM FIELDS (fields that you input as searchable and trackable information) in the Dashboard area, where you spend most of your time looking to see what your workload and flow are like, is very limited, requiring you to dig a little further for what you want to see. Also, no ability to input physical addresses / GPS coordinates to be displayed on some sort of real-time map is also missing and could really boost what IssueTrak has to offer.
Read full review Pros Ease of use for both end users and administrators Limitless workflow development to automate processes Flexibility to integrate with other software platforms Read full review Keeps expansive records over a large period of time. Provides a simple way to look at your workload with dashboards. Can be used on a company level with employees, but also can be set up to have customer interaction. Additional modules are handy as well (Inventory tracking, Surveys, etc.) Read full review Cons Reporting - If reporting is important, you may consider another platform like Tableau which can be fed from Agiloft Sorry, just reporting Read full review No place to physically MAP out your tickets (IE: Google Maps / Address Fields / GPS coordinates). Dashboards and ticket items do not update in real-time, making users need to REFRESH to for the latest updates/dashboards. Mobile app not as good as the desktop experience, especially for Dashboard views. Can be a bit complicated to setup and get going. Segregation of departments / users can also be a little on the complex side. Dashboards could GREATLY use the ability to display and track CUSTOM fields for quicker access to the information you want the most. Read full review Likelihood to Renew IssueTrak is good at what it does, but we really needed some expanded functionality out of it that just hasn't organically happened. Having a 'real-time' update of Dashboards and tickets is a piece that is lacking, especially as our organization continues to grow. A lot of times you go to update a ticket and find out it has been altered/closed before you even hit the submit button. Being able to make charts/graphs of custom fields for Dashboard is a feature (that I feel) is long overdue. Also, the ability to capture address information / GPS coordinates to be displayed on a live map is also a feature we really wanted to see.
Read full review Usability As with our brains, we only use 10% of its capability. It can be as complex as you want it to be or as simple. The training requirements to use it have been minimal depending on the application. This is really a reflection as to how the workflow was configured
Read full review Support Rating We have enlisted the help of Agiloft support on various occasions and it has been excellent. You work with an individual that understands your workflow and will help you figure out how to make corrections
Read full review They were always very good at getting a timely answer to any questions I had and in cases where I actually needed support to step in and help, they always delivered. I was very happy with the support I received from them.
Read full review Alternatives Considered We evaluated a couple of products and found that they were either unable to create the workflow that we needed and lacked support. But to be fair, we evaluated the previous generation of Intellect.
Read full review IssueTrak shines for basic ticket management and the format in which they display all the information is very well done. I'd highly recommend it to someone that is looking at trying to track information at a ground level (just starting out). While other solutions are not perfect by any means, we just find that it is lacking some key features that we had hoped would have been implemented over the years (IE: More flexibility with Dashboard reporting and custom fields, a way visually look at addresses and GPS coordinates on a display map, more of a real-time approach with data and completion, etc.) This need caused us to look at some other solutions that may fit the bill a little better in the future.
Read full review Return on Investment Agiloft has streamlined the requisitioning process and eliminated manual effort and repetitive low-value tasks. We now have a single source of truth for our SOC audits. Read full review Made tracking individual service changes, adds, deletions, and trouble-ticket very easy to manage. We migrated from a paper-based work order system to completely digital and online, thus cutting down on a lot of unneeded printouts. Was able to actually validate and see the performance of users and what they were contributing to the department on a daily, weekly, and monthly basis in terms of work performance. Read full review ScreenShots Agiloft Custom Workflow/BPM Screenshots