DeskRoll Remote Desktop vs. IssueTrak

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
DeskRoll Remote Desktop
Score 8.5 out of 10
N/A
DeskRoll was built to be easy to use by end-users and IT teams alike. It's browser-based, so users being helped do not need to install any applications on their local device; DeskRoll Remote Desktop Sharing requires only a small app on the remote (controlling) computer. DeskRoll guides users through setup and connection processes for 3 basic scenarios: providing remote assistance to a customer, configuring unattended remote access to a remote computer, or configuring unattended remote…
$8.25
per user/per month
IssueTrak
Score 7.0 out of 10
N/A
IssueTrak is an IT service management platform with features such as business operations support, issue tracking, and customer support operations.N/A
Pricing
DeskRoll Remote DesktopIssueTrak
Editions & Modules
DeskRoll Lite
$8.25
per user/per month
DeskRoll Pro 1 Month
$29.95
per seat
DeskRoll Starter
$39
per user/per year
DeskRoll Lite
$99
per user/per year
DeskRoll Pro 1 Year
$299.40
per seat
No answers on this topic
Offerings
Pricing Offerings
DeskRoll Remote DesktopIssueTrak
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup Fee$3.25 per seat/per monthNo setup fee
Additional DetailsWith each license a user can configure unlimited remote computers to access from any location. Also, users can make unlimited parallel remote connections - each will open in a new browser tab. Users can pause and resume remote sessions.
More Pricing Information
Community Pulse
DeskRoll Remote DesktopIssueTrak
Top Pros
Top Cons
Features
DeskRoll Remote DesktopIssueTrak
Remote Administration
Comparison of Remote Administration features of Product A and Product B
DeskRoll Remote Desktop
8.2
2 Ratings
1% below category average
IssueTrak
-
Ratings
Screen sharing8.02 Ratings00 Ratings
File transfer8.02 Ratings00 Ratings
Instant message7.01 Ratings00 Ratings
Over-the-Internet remote session10.02 Ratings00 Ratings
Initiate remote control from mobile8.01 Ratings00 Ratings
Multi-platform remote control8.01 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
DeskRoll Remote Desktop
-
Ratings
IssueTrak
6.7
1 Ratings
19% below category average
Organize and prioritize service tickets00 Ratings7.01 Ratings
Expert directory00 Ratings4.01 Ratings
Self-service tools00 Ratings8.01 Ratings
Subscription-based notifications00 Ratings9.01 Ratings
ITSM collaboration and documentation00 Ratings7.01 Ratings
ITSM reports and dashboards00 Ratings5.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
DeskRoll Remote Desktop
-
Ratings
IssueTrak
7.0
1 Ratings
15% below category average
Configuration mangement00 Ratings4.01 Ratings
Policy and contract enforcement00 Ratings10.01 Ratings
Change management
Comparison of Change management features of Product A and Product B
DeskRoll Remote Desktop
-
Ratings
IssueTrak
3.0
1 Ratings
94% below category average
Change calendar00 Ratings3.01 Ratings
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User Ratings
DeskRoll Remote DesktopIssueTrak
Likelihood to Recommend
7.0
(2 ratings)
7.0
(1 ratings)
Likelihood to Renew
-
(0 ratings)
4.0
(1 ratings)
Support Rating
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
DeskRoll Remote DesktopIssueTrak
Likelihood to Recommend
Tomsk Inc.
During the pandemic, our company worked remotely. Various staff in our company had technical difficulties or needed assistance installing software in order to work. DeskRoll Remote Desktop helped us to make this process seamless. Rather than deal with the aggravation of trying to walk someone through something over the phone, we were able to get things established in a simple, easy way.
Read full review
IssueTrak, Inc.
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
Tomsk Inc.
  • Ability to remote in at any time
  • Can support unlimited clients with hardware and software issues
  • Multiple remote client logins
  • Cost!
Read full review
IssueTrak, Inc.
  • 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
Tomsk Inc.
  • It could be more cost-effective.
  • It could include better "help" or "how-to" sections for people who are not as tech savvy.
Read full review
IssueTrak, Inc.
  • 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
Tomsk Inc.
No answers on this topic
IssueTrak, Inc.
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
Support Rating
Tomsk Inc.
No answers on this topic
IssueTrak, Inc.
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
Tomsk Inc.
Cost, ease of use, file transfer and chat capabilities.
Read full review
IssueTrak, Inc.
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.
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Return on Investment
Tomsk Inc.
  • It saved time, which always saves money!
  • It allowed us to save money on additional software licensing - we now use Quickbooks through the use of DeskRoll Remote Desktop.
  • DeskRoll Remote Desktop allowed us to transition to work-from-home easily, which saved us valuable time during the pandemic.
Read full review
IssueTrak, Inc.
  • 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

DeskRoll Remote Desktop Screenshots

Screenshot of DeskRoll remote connection view - Windows remote desktop.Screenshot of DeskRoll wizard that quickly guides you through basic remote access scenarios.