#1 most frequent
United States of America
88.0%146 installations of 166
What is Issuetrak?
Issuetrak is help desk ticketing software that optimizes team workflows, automates requests, and expedites solutions. From managing IT help desk tickets, to processing product line change requests, its features allow organizations from any industry to track issues, measure data, and scale their support operation.
Categories & Use Cases
Media
1 / 5
Screenshot of the Issuetrak Dashboard
Top Performing Features
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 7.9
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.9
Areas for Improvement
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.6
Who Buys & Uses Issuetrak
#2 most frequent
Canada
7.2%12 installations of 166
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
1.8%3 installations of 166
May not have all the feature set(s) I've wanted, but after 10 years of use with IssueTrak, it still stacks up well as an affordable ticketing solution.
Use Cases and Deployment Scope
We started using IssueTrak to keep track of customers turning on services within our company. We had actually used the product from another vendor that we were working with and when we launched a new service, we needed a better way to keep track of what we were doing (workflow) and we liked what we saw. Once we started to use IssueTrak to keep track of this process, it naturally started to evolve in our department to include additional areas, such as trouble tickets and in-house maintenance items.
Pros
- 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.)
Cons
- 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.
Return on Investment
- 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.
Alternatives Considered
monday.com
Other Software Used
monday.com, PRTG Network Monitor, Chrome Remote Desktop
