Issuetrak Reviews
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188 Reviews for UK Users
- Company size: 201–500 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Functional and tracks the issues
Reviewed on 29/05/2018
Pros
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.
Cons
Sometimes it is not fully compatible with chrome, so it can be difficult since I work through google chrome a lot.
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
We used it for end user issues tracking at active phase of the project
Reviewed on 19/06/2018
We've got some experience how to set up better process for our end-users issues tracking
We've got some experience how to set up better process for our end-users issues tracking
Pros
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.
Cons
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).
- Industry: Facilities Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
IssueTrak Review
Reviewed on 23/11/2020
We track 100's of issues a day. We do have an opportunity to make our system more efficient and...
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.
Pros
Very customizable. Like the ability to be able to pull raw data sets on anything we need.
Cons
Does not integrate with Financial or 3rd party software without ample time and money invested.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Absolutely fantastic issue tracking solution - works great for both staff and customers!!
Reviewed on 03/05/2019
Issuetrak replaced another system that was not at all customizable and just wasn't meeting our...
Issuetrak replaced another system that was not at all customizable and just wasn't meeting our needs. From the start, their team was super helpful with the (really easy) set up and everything that followed. Our customers loved it and so did our entire team.
Pros
Issuetrack is great. It works right out of the box but also has tons of customization available. It's one of those rare solutions that your internal team will like as much as your customers do.
- customers can login to see all their issues
- great email rules you can customize to how your team works and what your customers want
- nice set of reports already on board
- VERY nice work flows (once we saw these, we used them for EVERYTHING)
- If I could rate their own support team higher than a 10, I would. I manage our company's support team, and the Issuetrack support team is my model for how support should treat their customers.
Cons
Actually nothing. I love it. Our leaving was a cost saving measure (we are using a free product now) and I miss Issuetrak EVERY DAY.
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
We have been using Issuetrak for over 5 years
Reviewed on 23/04/2019
Overall, Issuetrak is a great tool for use to track and resolve our clients issues.
Overall, Issuetrak is a great tool for use to track and resolve our clients issues.
Pros
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.
Cons
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.
- Industry: Mental Health Care
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Used daily as a organizational communication routing tool.
Reviewed on 24/07/2018
Pros
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.
Cons
The reporting could be a lot better. The reporting options need to be more clearly defined, "how to".
- Industry: Pharmaceuticals
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Issuetrak keeps your support team on TRAK
Reviewed on 03/10/2018
Pros
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.
Cons
It could use a more modern look. The asset tracking part is a little hard to navigate. Needs an IOS/Android app.
- Industry: Hospital & Health Care
- Company size: 201–500 Employees
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Overall Good Value and Decent System
Reviewed on 04/03/2016
The IssueTrak system is overall a good product, but is held back by some built in limitations. For...
The IssueTrak system is overall a good product, but is held back by some built in limitations. For basic ticketing and tracking purposes it is a great value. Limited customization prevents you from fully fitting the software into an existing support model or the ITIL framework.
Pros
The built in KB and issue escalation rules are nice. The reporting is pretty good once you get a hang of it. The AD integration works well overall. Support has been great when it was needed, and the company seemed very interested in feedback for possible future improvement.
Cons
Lacks the ability to customize email intake and agent interface. The Task feature of the tickets is pretty poorly implemented and is usable mainly only for done/not done type tasks where no notes are required.
- Industry: Chemicals
- Company size: 51–200 Employees
- Used Weekly for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Great Product; Very Easy to Setup & Use
Reviewed on 24/10/2017
I like the fact that this software provides a central hub location for our entire company to tackle...
I like the fact that this software provides a central hub location for our entire company to tackle any issues that we uncover within our company.
Pros
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.
Cons
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.
- Industry: Computer Software
- Used Monthly for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Issuetrak, well, tracks our issues
Reviewed on 15/05/2018
Pros
Our IT development team spends a lot of time going through feature requests and bugs. Issuetrak makes it easy to track the issues.
Cons
We're still looking for competitors and they still seemed to offer more. Could use a price vs feature adjustment.
- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
My experience with IssueTrak
Reviewed on 07/02/2023
My organization has really benefitted from utilization of this software. Your team has been...
My organization has really benefitted from utilization of this software. Your team has been amazing to work with!
Pros
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!
Cons
That we didn't start using this sooner!
Response from Issuetrak
Thank you for your kind review, Laura! We're delighted to hear that you have found our automation and reporting tools useful for your business operations! If we can improve in any way, please use this form on our website, https://www.issuetrak.com/feedback, which goes directly to our Product team. Thank you again!
- Industry: Logistics & Supply Chain
- Company size: 201–500 Employees
- Used Weekly for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Overall great
Reviewed on 08/02/2023
Like it
Like it
Pros
Easy to use and user friendly. Quick and fast
Cons
Nothing so far … haven’t had any issues not to like it
Response from Issuetrak
Thank you for your kind review, Lonni! We're delighted to hear that you have found Issuetrak easy to use and useful for your business! If you have any additional feedback about our software and how we can improve, don't hesitate to submit your ideas to our feedback form on our website, https://www.issuetrak.com/feedback, which goes directly to our Product team. Thank you again!
- Industry: Entertainment
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Tracking 23 Organizations at Once
Reviewed on 12/05/2022
Very positive. This is the thing that keeps us moving. I was with this company a decade ago before...
Very positive. This is the thing that keeps us moving. I was with this company a decade ago before Issuetrak and recently came back as a manager. Let me tell you, this software has revolutionized our technical department.
Pros
Data tracking, hands down. I can research past issues with confidence. It takes a bit of management to keep people from being lazy when entering tickets, but when all the information is there this becomes a very powerful tool that can be used to track day to day problems, but it can also compile them over years to see larger trends that otherwise would have gone unnoticed. It also helps me and others cover our bases and provide evidence to either support or refute vague claims that otherwise would be anecdotal in nature.
Cons
The search function can, at times, can feel clunky. It's not bad, but if you are asking me to pick nits here, this would be it. One annoyance is searching users, where I have to pick between active or non-active. I don't know why I can't search both at the same time, which would speed up my process. Also it seems like the main search tool at the top could be a little more robust. I almost never come up with anything useful out of it as I think it only looks at subject line searches. When searching names or terms often times the search gets confused by one letter or capital difference. I feel like to be truly effective the search function could have more intelligence (speaking from a place of not knowing at all how that works).
This is not a con, but in my opinion the mobile settings are not sufficient for use on the phone. As we move further and further remote in our jobs, it would be very handy to have an Issuetrak app. A dedicated mobile device application that is not through the web browser would elevate this experience ten fold if done properly. As of right now I use Issuetrak almost exclusively on my PC, but I could see the benefits of a mobile experience, keeping notifications within the app and reducing email accumulation. Right now I basically ignore Issuetrak when traveling, and it would be wonderful if this didn't have to be the case.
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Review Source
Overall rating
- Ease of Use
- Customer Support
Maillie Review of cloud base issuetrak - Chad Mohr
Reviewed on 16/03/2015
Before I was hired, Maillie was using no help desk software at all. We are a 100 person small...
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.
Response from Issuetrak
Chad, Great product review. Regarding the request to have IssueTrak automatically suggest a KB solution....I've seen that functionality demonstrated in a recent developers meeting. Just saying.... Customer feedback really does help define the product. Thanks again, Tony
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Perfect Tool
Reviewed on 12/05/2022
We would have a more difficult time with communication with our clients without this central tool...
We would have a more difficult time with communication with our clients without this central tool for our business.
Pros
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.
Cons
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.
- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Love to recommend IssueTrak!
Reviewed on 02/11/2016
Well, they say it right! you've got issues. Keep track of them with IssueTrak. it is a standard...
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!
Pros
Quick pick, Recurring Issues, Reports, Note captures Labor hours.
Cons
It's slow.
Email notification setup gets bug sometimes.
It lacks in connecting different modules like Organization, Users and Issue Type. Like you can not see what are the issue types supported by the organization if you are at the organization page. You can not add/remove groups from user if you are at the user page.
- Industry: Higher Education
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Not enough stars
Reviewed on 15/03/2017
Although I rate Issuetrak highly, by star reckoning, all categories look equally strong. This is...
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!
Pros
Its hosted.
Cons
When searching issues, cannot click back button. Must start search all over.
ASP programming scares me a little in this decade. Glad it is in the cloud for our security sake.
Response from Issuetrak
Thank you for your kind words, Bruce. We appreciate feedback, both positive and constructive, and are always seeking ways to improve our offerings. I have documented your feedback concerning the functionality of search and the use of ASP and will share this information with our developers. Thanks again!
- Industry: Utilities
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
IssueTrak for Issue and Project Tracking
Reviewed on 28/09/2015
Pros
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.
Cons
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!
- Industry: Automotive
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
without a doubt the best in the business
Reviewed on 10/08/2017
it tracks every issue in our business. we rely on it all day long, 7 days a week and tickets open...
it tracks every issue in our business. we rely on it all day long, 7 days a week and tickets open whether done by email or phone.
Pros
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
Cons
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.
- Industry: Education Management
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Issuetrak
Reviewed on 22/10/2021
Pros
Once it is customized it is easy to use.
Cons
Figuring out how to customize ticket presentation and limits of doing so.
- Industry: Nonprofit Organization Management
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Our agency uses Issuetrak we have been using them for 9 years
Reviewed on 20/02/2018
So easy to use and wonderful support team!
So easy to use and wonderful support team!
Pros
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
Cons
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
- Industry: Telecommunications
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
I use issuetrak on a daily basis to submit tickets to other departments so things can be...
Reviewed on 31/08/2017
The ability to communicate and get information to other teams
The ability to communicate and get information to other teams
Pros
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.
Cons
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.
- Industry: Transportation/Trucking/Railroad
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Clean and Professional
Reviewed on 11/07/2017
Professional Customer Service
Professional Customer Service
Pros
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.
Cons
I do not have any complaints, the system is great! Everything is up to date and works to my liking.
- Industry: Primary/Secondary Education
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Very, but very complete and adaptable App for the centralization control, documentation and...
Reviewed on 10/08/2018
Pros
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
Cons
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
- Industry: Nonprofit Organization Management
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
ToDo Lists
Reviewed on 06/12/2016
Not only do we use IssueTrak as an IT Helpdesk tracking software, but we've expanded out to...
Not only do we use IssueTrak as an IT Helpdesk tracking software, but we've expanded out to tracking Facilities, Human Resources, and Finance requests. We also set up a second installation to manage client referrals for services- using the second install allowed us to separate the confidential data. We've been happy with the flexibility and it's definitely meeting out needs!
Pros
documentation of completing requests and steps taken to meet the request.