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.
Likelihood to Recommend
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.
