Issuetrak reviews

Absolutely fantastic issue tracking solution - works great for both staff and customers!!

Beoordeeld op 3/5/2019

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.

IssueTrak has allowed me to document and resolve IT requests in a timely manner.

Beoordeeld op 9/11/2017

When I was hired as an IT Tech Support for Old Wisconsin Sausage, I was told that all IT requests for assistance was done through email and phone calls. They did not have a ticket system set up for users to submit tickets. This forced me to prioritize and document multiple requests using Microsoft Excel and other applications to help me stay organized. I had many instances of where I would be on my way to assist a user, only to be stopped in the hallway by another user requesting my assistance. I would feel obligated to assist the user in the hallway, because customer service is something I am passionate about and couldn't say no. Other times there was a higher priority that needed my immediate attention, the user I was assisting at the moment could not understand why I was leaving to assist another user when I did not resolve their issue first. IssueTrak has eliminated many of the miscommunication and created a more standardized operating procedures for me. It has allowed me to stay connected with my end users by following up on the many IT requests. IssueTrak is a tool I use daily to deliver excellent customer service in a timely manner. It helps me stay organized and has given my end users confidence that their submitted issues are a priority for me to resolve. When I use IssueTrak, I feel that it helps me go above and beyond for my end users. It's a great software that I will be using for along time. The many features and benefits are plentiful.

Lacking Key Features

Beoordeeld op 9/2/2016

I have used one other ticket tracking system before and for this system to allow multiple users to have the same issue open and editing is such an unfortunate design flaw. Make sure you have a rock-solid process in place otherwise you will be reaching out to people via phone or email at the same time! This makes our group seem horribly inefficient. Also to allow multiple Assets with the same serial number to be entered successfully? How is that helping to eliminate the duplicate entry of inventory items? Not only were we told that these are not under design but not even prepared for future designs.

Maillie Review of cloud base issuetrak - Chad Mohr

Beoordeeld op 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!

Beoordeeld op 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!

I was having trouble with the back button on searches and the technician fixed the problem...

Beoordeeld op 20/7/2017

I make my boss happy when I can retrieve the information quickly and set in an excel sheet for reports needed fast. I have become the most valuable employee hired in this department.

Easy to use for first time Ticket Users

Beoordeeld op 25/7/2019

I am part of a small IT team. We often have to coordinate with outside developers and vendors on projects and problems. We often learn tricks and best practices from them. IssueTrak allows us to track the progress and document what we've learned for other team members in the future.

Workflow System

Beoordeeld op 12/5/2022

Issuetrak

Beoordeeld op 25/5/2022

I was introduced to it over a year ago, and found it to be very useful.

Issues easier to maintain and follow

Beoordeeld op 17/5/2022

It helps maintain the volume of issues we have and our customer responsiveness

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

Beoordeeld op 19/6/2018

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

Basic Ticketing Solution

Beoordeeld op 1/8/2017

Issue Tracking for our IT Help Desk.

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

Beoordeeld op 22/8/2017

Transparency on issue resolution and reporting purposes.

Simple and Effective

Beoordeeld op 4/10/2018

Solves end-users needs to submit their requests quickly, also IT Admins can better track all the requests and report.

without a doubt the best in the business

Beoordeeld op 10/8/2017

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.

Flexible, feature-complete issue tracking and customer support product

Beoordeeld op 15/6/2016

Our organization uses IssueTrak for Helpdesk/IT issues to provide top-notch customer service, including the use of the Asset Management and Surveys modules and the Dashboard, Knowledge Base, and Projects features quite extensively. We have found IssueTrak to be quite capable of fulfilling all of our needs in these areas.

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

Beoordeeld op 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.

Beoordeeld op 24/7/2018

Efficient Help Desk and Support System.

Beoordeeld op 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.

Verify intuitive issue tracking tool

Beoordeeld op 31/8/2017

Issue tracking hence the name
Workflow and building repeatable tasks for standard operating procedures

Great Ticketing System and more!

Beoordeeld op 9/8/2016

We have used Issuetrak for 7 years and it is the most reliable ticketing system I have ever used. It's a great product for tracking, escalating and creating tickets.

IssueTrak Review

Beoordeeld op 3/11/2017

IssueTrak is #1 in my book.

Issuetrak

Beoordeeld op 22/10/2021

Easiest ticketing system I have ever used.

Beoordeeld op 3/1/2018

I have had a great experience so far with IssueTrak!

Beoordeeld op 20/9/2017