Issuetrak Erfahrungen

It is really easy to use and is good for auto-assigning and helping out our smaller sized IT team with solving and making workflow easy.

Sometimes it is not fully compatible with chrome, so it can be difficult since I work through google chrome a lot.

What I liked the most is ability to configure custom processes per team.
Also if team-specific setup worked good for single team, it was easy to share it with other teams.
Most of our clients liked escalation feature. As we were a small team, sometimes reminder that some issue is on hold is too long on hold worked as additional motivational factor.
We also liked a feature, that allowed to set up custom rules for issues assignment. E.g. if someone is good at something or someone's action/approval is the first step of something, some kind of issues goes to him/her automatically.

They are good when you use only current set of features and experience no issues.
As soon as you experience an issue or wait for their software upgrade, timelines are really unpredictable (company has been working at different pace allover the time).

We are an MSP and repair center and Issuetrak makes it very easy for our clients to place help tickets. The ability to scheduled and generate reports on the fly also helps to find trends check metrics.

The UI could use some work. There is also a small learning curve, so we have to spend some time with new clients to get use to the system.

Used daily as a organizational communication routing tool. I like going to a single location to document and having the data routed as needed to the appropriate recipients. I like the escalation process built in.

The reporting could be a lot better. The reporting options need to be more clearly defined, "how to".

The easy setup for a trial run. Once bought, the setup and training was informative and easily scheduled.
Once going live, the administration tasks are fairly easy to find, user base seems to enjoy the software as well.

It could use a more modern look. The asset tracking part is a little hard to navigate. Needs an IOS/Android app.

This software can be customized to fit our specific business needs. It's been easy to modify and use and provides a central hub for all of our issue management tasks.

I've been extremely pleased with the entire software platform. The only "Con" would be that it does take some time to familiarize oneself with the software but with a little bit of time, that's not much of an issue.

Our IT development team spends a lot of time going through feature requests and bugs. Issuetrak makes it easy to track the issues.

We're still looking for competitors and they still seemed to offer more. Could use a price vs feature adjustment.

This software was easy to customize for my organization's needs. Implementation was very smooth with expert assistance from [sensitive content hidden]. The team was very flexible in working within our timeline. This system is far better than our prior system, and the reporting capabilities, auto-escalation, and automated report functions are outstanding!

That we didn't start using this sooner!

The ease of deployment and the licensing scheme

inability to provide announcements to customers

Integration into our business was very easy. It is a perfect tool to manage issues when there are many irons in the fire and many people that are involved. It is a perfect tool to know exactly what is going on with our clients at any time. Including issues from years ago that may have become relevant again.

In our experience the report creator is not as intuitive when creating reports. There is certain information we are wanting and the view is not available.

We use IssueTrak for multiple functions: to receive and track customer inquiries and requests, to track internal processes, and even as an outreach tool to our stakeholders. IssueTrak supports all those goals, and does it in a very user-friendly and scaleable manner.

IssueTrak is very configurable making it ideal for small shops, multiple uses and individualized projects and processes. Support does a good job of understanding your questions/issues, and first level support knows the product well.

With the cloud-based version, we require very little internal IT support. The administrators for the tool are within my department, and we can configure it to do everything we've needed so far.

As with any system, there sometimes are "quirks" and work-arounds that are not necessarily well documented. For example, we needed to give some individuals access to items that were not assigned to their departments. You can do that in IssueTrak, but it's through the use of "e-mail notifications" (you can grant individual access, but turn off specific e-mail notifications). We didn't know that by reading the documentation, but it works!

how easy it is to use and the support staff. they are always friendly and willing to go above and beyond to address my issue. i may call them for help 1 or 2 times a year. that is how great the product is

the asset tracking needs help. it does not clean itself up and the tools to work on it all have to be done in SQL instead of a gui interface to do maintenance on it.

Once it is customized it is easy to use.

Figuring out how to customize ticket presentation and limits of doing so.

They are constantly listening and improving the software which is wonderful to keeping up with change. The simplicity of using this tools is so easy it takes our departments about 1 hour to learn how to use issuetrak. In about 1 weeks they are well on their way with no issues

We have not complaints about Issuetrak, the only thing I could provide is that we wish that the issues would be a little more intuitive when the same customer submits several times, this would avoid more than one issues opened for the same customer

I like that I do not have to reach out to other departments nor does the customer to get this fixed. I can submit a ticket and they will correct the issue, or pass along the information to the correct team. It helps me to be as efficient as possible.

I do not like how often it doesn't route properly. It is supposed to be auto filled with what area in our system it's going to, and if it's not it makes it really difficult to ensure it's getting where it needs to go.

The software is professional and keeps a record of all things billing and customer support related which is very important in my line of business.

I do not have any complaints, the system is great! Everything is up to date and works to my liking.

I love the orientation that has as information repository (trouble shoting and applications), the organization that shows in the escalation of incidents. the way that supports support through emails and calls. The reports, the indicators, one of the best tool for ticket management. 100% recommended

I do not have much against this App, notifications, roles and permissions are a bit rigged, the flexibility in customizing forms (adding fields) and POP messages and windows, tends and can uncontrolled the flow on the screens, is a little slow