Over Issuetrak

IssueTrak is krachtige software voor het bijhouden van problemen en bedrijfsprocesbeheer met een 20-jarige reputatie voor succesvolle implementatie bij duizenden bedrijven wereldwijd in IT, gezondheidszorg, financiën, horeca, overheid, militaire en non-profitorganisaties. Tot de klanten behoren Ralph Lauren, Pepsi, UPS, Verizon, het Amerikaanse Ministerie van Defensie en Raytheon.

Met deze software kun je automatisch nieuwe problemen toewijzen op basis van je voorkeuren, en het bespaart je tijd met vooraf ingevulde formulieren voor terugkerende problemen die je zelf definieert. Je kunt taken toewijzen aan iedereen in je organisatie, nieuwe taken creëren of een vooraf gedefinieerde groep taken selecteren om aan een probleem toe te voegen. Problemen die via e-mail binnenkomen worden direct op basis van de inhoud bijgehouden en worden automatisch toegewezen, waarbij alle daaropvolgende correspondentie automatisch wordt opgeslagen binnen hetzelfde probleem.

SLA's worden gedefinieerd en gecontroleerd met e-mailmeldingen voor naderende deadlines. Prestatiegegevens worden snel beoordeeld in een aangepast dashboard op basis van KPI's die je zelf selecteert.

Controleer, registreer en onderhoud automatisch gegevens over IT-middelen, waarbij middelen worden gekoppeld aan specifieke gebruikers of omgekeerd. Met functies voor het zoeken van middelen of ingebouwde rapporten kun je snel items zoeken, trends ontdekken en gedetailleerde informatie over je middelen binnen en buiten IT ophalen.

Prijzen vanaf:

US$ 100,00/maand

  • Gratis proef
  • Eenmalige licentie
  • Abonnement

Apparaten

Bedrijfsgrootte

K M G

Markten

Verenigde Staten van Amerika, Canada, Verenigd Koninkrijk, Australië, India en nog 4 andere, Japan, Duitsland, Brazilië, Mexico

Prijzen vanaf:

US$ 100,00/maand

  • Gratis proef
  • Eenmalige licentie
  • Abonnement

Afbeeldingen

Issuetrak Homepage
Dashboard - IssueTrak
Project summary - IssueTrak
Submit Issue - IssueTrak
Nog 5 andere bekijken
Schermopname van Issuetrak: Issuetrak Homepage Schermopname van Issuetrak: Dashboard - IssueTrak Schermopname van Issuetrak: Project summary - IssueTrak Schermopname van Issuetrak: Submit Issue - IssueTrak

Functies

Totaal aantal functies van Issuetrak: 2

  • API
  • Bewaking

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Reviews

Totaalscore

4,5 /5
(154)
Prijs-kwaliteitverhouding
4,5/5
Functies
4,4/5
Gebruiksgemak
4,4/5
Klantenondersteuning
4,7/5

Heb je Issuetrak al?

Softwarekopers hebben je hulp nodig! Productreviews helpen anderen om goede beslissingen te nemen.

Schrijf een review!
5 van 154 worden weergegeven
Valery K.
Totaalscore
  • Sector: Overheidsadministratie
  • Bedrijfsgrootte: 201-500 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Very good experience, but not excellent. Does a fantastic job at what it's supposed to do.

Beoordeeld op 8/2/2018

Resolves the complexity of tracking issues.

Resolves the complexity of tracking issues.

Pluspunten

Quick, simple, and has plenty of features. Allows for precise control over each issue. Very responsive interface. Has fantastic customer support.

Minpunten

Development seems to be a bit slow on adding features, Short Term is set as within a year, which is of course reasonable, but Short Term is more like two weeks sprint, but that's personal opinion and experience.

King L.
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 501-1.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

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...

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.

Pluspunten

The customization that IssueTrak offers has allowed me to create a "user friendly" software for my end users to submit issue requests. It gives me options to create forms that makes sense to what end users are requesting assistance with. The "quick pick" options allows the user to submit requests just as fast and quickly as sending out an email or calling for assistance. I also like the "Menu Option" that allows me to add internal web applications that our end users use on a daily basis. This allows end users to use IssueTrak as a centralized hub to access internal company files, applications, etc.

Minpunten

Ability to add more than one column on the "submit " page -- This will allow for seeing the whole screen instead of scrolling down. I have used IssueTrak's User Voice feedback website to make suggestions, but it doesn't seem like any of these suggestions are taken into consideration. I've seen many great suggestions submitted 1-2 years ago by other IssueTrak customers and users only to see a feedback of "Received (Under Review)" Please allow or give us the option to add more columns to the submit page. In my opinion it has a very organized and clean look to the interface. The Menu Option is a great feature, but it would be great if we can have certain sites that only a particular group or user can only see. For example, sites that will pertain to certain departments, Human Resource, I.T., Maintenance, etc. As of right now, any department or group can see these sites set up in IssueTrak. Give us the ability to restrict the sites to certain groups.

Justin E.
Totaalscore
  • Sector: Managementconsulting
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 3.0 /10

Horrible for anything but canned actions

Beoordeeld op 30/9/2015

Pluspunten

Small footprint on server and runs on Windows. We didn't have to install some appliance or other modified Linux variation to get the software up and running. Able to leverage our existing SQL and IIS servers when needed.

Minpunten

Functionality, they claim it is highly flexible and has workflow but there is no logic short of a yes no response system. The flexibility for any department outside of a single use is frustrating and process automation only really sends notifications there is no automation but instead reporting of when you completed something. Simple workflow related tasks are non-existent such as creating a new issue to handle a flow item, this causes you to have to try and include all outcomes for a workflow item.

Chad M.
Totaalscore
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Klantenondersteuning

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...

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.

Antwoord van 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

Elisabeth H.
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

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...

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.

Pluspunten

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.

Minpunten

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.

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Issuetrak - Veelgestelde vragen

Hieronder zie je enkele veelgestelde vragen over Issuetrak.

Issuetrak kent de volgende prijsmodellen:

  • Vanaf: US$ 100,00/maand
  • Prijsmodel: Eenmalige licentie, Abonnement
  • Gratis proef: Beschikbaar

We hebben geen informatie over functies van Issuetrak

Issuetrak heeft de volgende typische klanten:

Klein bedrijf, Openbare diensten, Non-profit, Middelgroot bedrijf

We hebben geen informatie over talen die door Issuetrak worden ondersteund

We hebben geen informatie over apparaten die door Issuetrak worden ondersteund

We hebben geen informatie over welke integraties Issuetrak kent

Issuetrak biedt de volgende ondersteuningsopties:

Veelgestelde vragen, Forum, Kennisbank, Online ondersteuning, Telefonische ondersteuning, Video-instructies

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