Issuetrak Erfahrungen

Maillie Review of cloud base issuetrak - Chad Mohr

Bewertet am 16.3.2015

Before I was hired, Maillie was using no help desk software at all. We are a 100 person small accounting firm. I came from a 400 person pharma company in which I used and configured 4 help desk software before. I have used before Remedy, HP service center, Cherwell, Lifetime, and Frontrange ITSM. I am ITIL v3 certified and this product helps follow some of the ITIL methodologies. We trialed 8 hd systems. I deployed IssueTrak cloud to Maillie at end of Sept 2014. Our employees are gravitating to the system, we now average about 200 issues a month. The pros are:-easy setup/configuration. I did our company configuration needs in about 2 weeks, with the setup of mostly issue types and subtypes. The setup training was easy to follow and I didn't need all the hours. I revisited the hours when I was ready to make templates/forms for things like New Hire Requests. Sync to AD worked after you get the certificate loaded properly. We are using the asset trackpc.exe which pulls from a batch file at login the client and server machines info. Reports have been easy to generate and export to excel. We use tasks for access approval, software request, hardware request and change control. We now know who is approving it and when. Creating a kb article from a ticket is easy. Escalating an issues to a global issue and then linking issues to that global is very easy and it closes and updates notes with any modifications from that global issue. IssueTrak Support has been quick, effective and easy to talk to. I can tell IssueTrak invests money and time into their product they do take suggestions from their clients. The Cons are: sometimes a lot of windows get opened and then it's difficult to find screen you need. Everything works downwards on the page, the more fields you add the lengthier it gets. Be nice if you could just make fields go in open spaces on the page. When submitting an issue you should fill it out from top to bottom because if you have any custom screens, it changes the screen and fields below then are wiped.IE settings have to be set to show content. If two people have the same issue open, the last save takes presidents. Devices that cannot run trackpc.exe need to be entered. When submitting an issue, it would be nice if it automatically suggested a kb and not have to click the KB link which takes you away.
OVERALL, I am very pleased with IssueTrak and I would recommend it to anyone because it makes configuring, deploying and using hd software easier.

Love to recommend IssueTrak!

Bewertet am 2.11.2016

Well, they say it right! you've got issues. Keep track of them with IssueTrak. it is a standard ITIL driven application with user-friendly interface to track Issues for your organization or your customers. That's not end of it. It has standard and functionalities like Reports, Asset Management, Quick pick and Recurring Issues etc. which will make your life easier. It's not an high-end application though I guess small or mid sized organization will find it suitable. The best thing I like about IssueTrak that it captures labor hours of users, at each transaction, at each updates, at the end of day you can create a report and calculate how many hours you or your team had spent in a work or issues or projects etc. Isn't that interesting? I would love to recommend to anyone. Thanks IssueTrak!

IssueTrak Review

Bewertet am 23.11.2020

We track 100's of issues a day. We do have an opportunity to make our system more efficient and could possibly do a better job at doing this. Any issue brought up, we get a prompt response from customer service.

We used it for end user issues tracking at active phase of the project

Bewertet am 19.6.2018

We've got some experience how to set up better process for our end-users issues tracking

Not enough stars

Bewertet am 15.3.2017

Although I rate Issuetrak highly, by star reckoning, all categories look equally strong. This is not the case. Where these folk truly shine is in the Customer Support arena. These guys rock! And, they use their own software. Submitting an issue with them is just like what we do in our office. And seeing how they use their product gives us a better understanding how we may do things. Its great!
Please forgive my hasty opinions. I've only been using their product for almost 20 years. I could be wrong. BTW: We're hosted in the cloud now. Yeeha!

On-Premise user - for about 4 years now...

Bewertet am 26.1.2017

as an IT dept, we have used IssueTrak to maintain all our Inventory, Contracts, Contacts, setup automatic reminders for Renewals...used PC-Trak (until recently) for Inventory.

we publish our internal info as KB articles and that comes in quite handy for little-used but very-important means of troubleshooting and knowledge transfer.

their tech support is super-responsive and there hasn't been a problem with their product that couldn't be resolved....suffice to say, we really haven't had that many 'issues' with it anyhow.

once you get your own concept down of the Hierarchy (global and such) then it's very simple to use...and customizable to way YOU want to 'think' or how u want to use it.

we did eval several other products 4 years ago, when we choose this...and haven't looked back.

We have implemented the Issue Trak across 25 countries in Europe from a scratch to a perfection...

Bewertet am 22.8.2017

Transparency on issue resolution and reporting purposes.

IssueTrak Product Review

Bewertet am 22.3.2017

We have been using IssueTrak for about three years now. We began using it as an issue tracking system for company and since it has evolved into so much more! We are now using it for IT/HelpDesk issues, Customer Service, and our VendorHelp platform. Any time we have a problem or need help with something with the site, the support team at IssueTrak is always prompt in assisting. I would recommend this to anyone and give 5/5 stars!

We have been using Issuetrak for over 5 years

Bewertet am 23.4.2019

Overall, Issuetrak is a great tool for use to track and resolve our clients issues.

Good stuff. Solved a bunch of issues we had for years.

Bewertet am 16.2.2018

I am spending less time managing issues and more time doing what's important.

IssueTrak for Issue and Project Tracking

Bewertet am 28.9.2015

The change management tool we needed!

Bewertet am 14.10.2021

Issuetrak not only improves my team's communication and prioritization of work, but it also helps keeps us ISO17025 compliant.

IssueTrak and don't look back

Bewertet am 8.12.2016

This is a solid product with top shelf customer support. I've used several of the big ones which all have their own share of issues (no pun intended). IssueTrak handles our facility issues well. With automated ticket creation and pass-through authentication it is simple for users to create tickets. On the dashboard page I can get an overview that benefits my position as IT Director to know at a glance what is happening.
No system is perfect which is why this isn't a pure 5 star review but with a quality product offering combined with good prices and the best customer service I've come across in years, don't hesitate to give IssueTrak a chance.

The technical support is the best that I have received anywhere.

Bewertet am 12.10.2017

The ability to analyze repeat issues/concerns and utilize the data to justify IT expense to correct the issue.

Core part of our IT support - I love the way it categorizes the different issues.

Bewertet am 5.6.2018

As I mentioned IssueTrak help us to communicate with our customers more efficiently. The response time dropped.

Used daily as a organizational communication routing tool.

Bewertet am 24.7.2018

Efficient Help Desk and Support System.

Bewertet am 6.12.2018

Retrieving information quickly for Decision making is key and this makes my superiors happy anytime am ble to retrieve information quickly. Just try it and you will love it.

Great product for all IT/helpdesk need

Bewertet am 13.2.2017

Issuetrak meets all our IT/helpdesk need. The system is very simple to use; hence it requires no training for the users. The software is flexible that we were able to customize it to fit our needs perfectly. I am most impressed with their customer support team. They are always courteous but most of all, they really know their stuff!

IssueTrak is a wonderful system

Bewertet am 8.5.2017

10+ year IssueTrak customer for Helpdesk and process management

Bewertet am 21.9.2015

Comprehensive but a little dated

Bewertet am 12.12.2016

Issuetrak is really robust and offers a pretty comprehensive solution for teams and organizations. We're able to setup efficient work flows so individuals and teams handle their own tickets and task.

My main complaint is that there doesn't seem to be a great solution for custamizing Issuetrak in a way that doesn't lock us into the version we have. We made a few hard code changes to make Issuetrak fit our work flow but now that's locked us into a version of Issuetrak and limits our support options. The one thing that would be nice is if Issuetrak added hooks/methods to tie in unique scripts into sections of the forms or in-between processes.

I have had a great experience so far with IssueTrak!

Bewertet am 20.9.2017

A+, I have used/configured numerous help desk softwares,its at the top

Bewertet am 25.9.2015

A Great Product with Fantastic Support!

Bewertet am 10.9.2015

IssueTrak Review

Bewertet am 29.9.2015