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.
June 08, 2022
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.
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with IssueTrak
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.
- 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.
Do you think Issuetrak delivers good value for the price?
Yes
Are you happy with Issuetrak's feature set?
No
Did Issuetrak live up to sales and marketing promises?
Yes
Did implementation of Issuetrak go as expected?
Yes
Would you buy Issuetrak again?
Yes
Issuetrak Feature Ratings
Using IssueTrak
10 - 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.
2 - 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 Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
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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