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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…

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TrustRadius Insights

Issuetrak has gained popularity among users who have switched from other software products because of its flexibility in managing various …
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Cloud Monthly Team


On Premise
per month per seat

Cloud Monthly Support Plan


On Premise
per month per seat

On-Premises Team - Subscription


On Premise
per year per seat

Entry-level set up fee?

  • $2,000 one-time fee per installation
For the latest information on pricing, visit


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $260 per month 10 users
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Product Demos

How to Submit a Ticket in Issuetrak


How Submitters Create Help Desk Requests


How Agents Handle Help Desk Requests | 3-minute Demo

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Product Details

What is Issuetrak?

Issuetrak is help desk ticketing software perfect for issue resolution and incident tracking of all kinds. With features such as business operations support, issue tracking, complaint tracking, and customer support operations Issuetrak ensures that a wide range of departments in all industries serves their customers or users with timeliness and transparency. From HR issues to transportation complaints to government compliance, Issuetrak streamlines help desk ticketing for internal or customer support operations. The web-based application is deployable on-premises or via cloud and is accessible via any internet device. The product offers unlimited free users up to 50 permissions controlled by paid agents, including the ability to submit, edit, and close issues. For implementation, Cloud sites can be up in as little as 24 hours and includes the company's US-based 24/7 support.

Issuetrak Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: Email support
  • Supported: Help Desk CRM integration

Issuetrak Screenshots

Screenshot of Issuetrak DashboardScreenshot of Issuetrak IssueHubScreenshot of Issuetrak Settings LightboxScreenshot of Issuetrak Issue SubmissionScreenshot of Issuetrak View Issue

Issuetrak Video

Issuetrak Overview

Issuetrak Integrations

  • Zapier
  • Google Analytics
  • Webforms
  • Gmail
  • LDAP Identity Management
  • Active Directory Federation Services
  • Azure AD
  • OAuth 2.0/OIDC
  • Power BI

Issuetrak Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux, Mac, Chromebook
Mobile ApplicationNo
Supported CountriesUnited States, Ireland, UK, Australia, Canada
Supported LanguagesEnglish

Frequently Asked Questions

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.

Issuetrak starts at $260.

Help Scout, Freshdesk, and Jira Service Management are common alternatives for Issuetrak.

The most common users of Issuetrak are from Small Businesses (1-50 employees).
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Reviews and Ratings


Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Issuetrak has gained popularity among users who have switched from other software products because of its flexibility in managing various cost centers within a single application. Organizations have benefited from using Issuetrak, as it improves communication, issue tracking, and work prioritization. This software not only helps organizations stay ISO17025 compliant but also provides metrics that can be presented to boards and executives for budget increases or issue resolution. Customers have praised Issuetrak for the improved communication and response time it offers, enhancing customer service. It simplifies issue tracking and resolution within an organization, resolving complexity and improving efficiency. Additionally, users appreciate the software's high level of customization and stability, rarely requiring support. However, when support is needed, users receive excellent assistance.

The range of business problems that Issuetrak solves is vast, including billing issues, equipment management, damage claims, and employee feedback. It facilitates the tracking of customer issues, compliments, and savings, allowing for analysis and justification of IT expenses. In IT support roles, Issuetrak provides a simple and customizable solution for helpdesk ticketing and asset management. It enables communication and information sharing between teams to ensure transparency in issue resolution and reporting. Users have found success in utilizing Issuetrak for issue tracking in IT help desks, providing a tool for research, analysis, and closure of recurring issues. The software integrates seamlessly across multiple platforms and is highly regarded for its professional customer service.

Users appreciate the simplicity and flexibility of Issuetrak as well as the knowledgeable and courteous customer support team. They have found new ways to utilize the software in managing workflows across different departments, consolidating data, and improving overall efficiency. By streamlining the ticketing process, Issuetrak provides valuable insights into departmental and organizational effectiveness. Moreover, it effectively resolves day-to-day issues related to Oracle and networking problems. Users have reported increased productivity with faster case resolution and the ability to research recurring problems. The transition from paper requests to digital tracking has improved request management and tracking, resulting in better organization. The software is also highly regarded for its ability to track and analyze data, identify areas with more questions or issues, and facilitate root cause analysis.

Issuetrak's expansive use cases extend beyond traditional help desks. It has been used for general help desk solutions as well as tracking business workflows such as onboarding, recruitment, and accounting processes. Public schools have utilized Issuetrak to track and prioritize classroom, administrative, and software-based issues. The software allows customers to log in and view reports on their submitted issues, resulting in improved transparency. Users have also found that Issuetrak helps in tracking people calling in for issues, ensuring adherence to business rules. It is used for marketing workflow and project management, aiding in identifying areas that require the most IT staff time and resources.

One of the key strengths of Issuetrak is its ability to centralize all help desk support and knowledge base documents, ensuring consistent access to resources and tracking issues. This streamlines the logging of incidents and events for organizations that maintain and operate roadways and tunnels. Public schools have also benefited from Issuetrak by using it to track and prioritize classroom issues, administrative tasks, and software-related problems. With Issuetrak's user-friendly interface, both internal support teams and customer-facing support groups can use the same tool.

Issuetrak has been highly recommended by users for its quality product offering, good prices, and outstanding customer service. It has helped organizations reduce paper processing by implementing digital workflows, resulting in time savings and increased efficiency. The software has also played a crucial role in managing issues during major software conversions.

Overall, Issuetrak proves to be a reliable solution for issue tracking, help desk support, asset management, organization-wide communication, and workflow management. Its customizable features and excellent customer service make it a valuable tool for organizations across various industries.

Excellent Support and Service: Many users have praised the company for its excellent support and service, with multiple reviewers highlighting the speed, professionalism, and helpfulness of the support team.

Ease of Use and Flexibility: The product's ease of use and flexibility are highly appreciated by users. Several reviewers have mentioned that they find it easy to set up and adjust the system to meet their needs, with tasks and pre-generated report functions being particularly useful.

Intuitive User Interface: Users consider the user interface to be intuitive, contributing to a positive user experience. Multiple reviewers have mentioned that they find the software user-friendly, with great visuals in the Dashboard and an intuitive interface that allows for easy navigation.

Difficulties in Modifying Fields: Some users have found it challenging to modify certain fields in the software, indicating a need for an upgrade to improve flexibility and customization options.

Challenges with Status Updates: Users have mentioned difficulties in keeping track of status updates due to receiving numerous emails when updating a ticket, suggesting that the email notification system may be overwhelming and inefficient.

Limitations in Announcements and Admin Features: Several users have noted limitations such as the inability to provide announcements to customers and difficulties in finding and navigating certain admin features, highlighting areas where the software could be improved for better communication and user experience.

Users have made the following recommendations based on their experiences with IssueTrak:

  1. Take advantage of IssueTrak's high level of customization and efficient issue tracking capabilities. Users have found that the software is highly customizable and allows for efficient tracking of issues with end users.

  2. Care should be taken in how IssueTrak is programmed and used, as some problems may be due to how the company uses the software. Proper programming and usage can optimize the usefulness of IssueTrak.

  3. Evaluate ITIL needs before deciding on IssueTrak. While it is a good ticketing system at a reasonable price, it may not have all the highly ITIL-ready features some businesses require.

Attribute Ratings


(1-1 of 1)
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Score 7 out of 10
Vetted Review
Verified User
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.
  • 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.)
  • 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.
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.
Incident and problem management (4)
Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Self Help Community
Multi-Channel Help
  • 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.
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.
We have a small set of users that use IssueTrak, which are in the fields of Technical support and new service activations(s). The primary functions of IssueTrak for use are largely for the technical support part of our workflow, but we do use it to schedule and make appointments as well.
It is solely managed by me most of all the entire Telecommunications department. We do have one more administrative user in the in-house IT department that also has the ability to support and roll out changes within IssueTrak. So, all in all, it is just two in-house people that support our deployment of IssueTrak.
  • Troubleshooting
  • New Service Activations(s)
  • We have also used the survey module on a few occasions.
  • We used the asset tracking module once to help try to keep track of in-house assets that were deployed to customers.
  • The survey module was used to push out special surveys to customers to collect data for yearly data that was needed by various agencies.
  • The in-house IT department saw what we were doing with our troubleshooting process and they adapted a method on their own to use IssueTrak for their ticketing needs.
  • Possible use for vehicle maintenance and tracking.
  • Possible use for Code Enforcement tracking.
  • Possible use for construction projects and tracking.
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.
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.
I do not know if premium support was an option at the time when we signed up (been over 10 years) but if it was, we did not take it. One of the reasons we liked IssueTrak from the on-set was that it was very cost-affordable and it only required us to have one 'SuperUser' to manage the system and all of the regular users did not have to pay any additional licensing.
I had an issue once where I had accidentally made a change (global) across about two thousand pending close tickets and they all closed on me with a single button click. I contacted IssueTrak support and let them know what had happened and they were able to restore the snapshot from the previous day, undoing all the accidental damage that I had done. They were great at getting it restored and it took no time at all.
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