About Issuetrak

Issuetrak makes it possible for customers from a broad range of industries to track information in a way that is easy to enter, display, and interact with. Customers can choose whether to host Issuetrak themselves on-premise, or take advantage of our Cloud environment.

Our Identity Management integration can use Active Directory, as well as AD Federation Services, Azure AD, and third-party OAuth / OpenID Connect providers to provide access to your Issuetrak site.

The Asset Management add-on module enables you to:

* Regularly report on the state of PCs and Macs on your network
* Audit what software is installed
* Track the number of licenses available for each software title that is available versus what is used
* Use permissions to decide who has access to the information tracked by the module

Submitting Issues

Submitting issues doesn't require any training or even a login, since users can send an email or fill out a webform to submit. Your organization's internal users can access your site via a web browser to allow them to submit issues. You can also use Issuetrak's API to submit issues from a custom application. New issues can be submitted by cloning from existing ones. Issues can be submitted on a scheduled basis, ensuring that regular maintenance is done or reminders are automatically sent to the appropriate team.

List of submission options:
* Incoming Email
* Webform
* Direct submission through a web browser
* Cloning
* Scheduled Issues
* API

Status / Substatus

The status of an issue can only be Open or Closed. But Issuetrak allows you to create an unlimited number of substatuses to suit as many scenarios as you like.

Examples of issue substatuses:

* New
* Pending Customer Response
* Customer Response Received
* Part on Backorder
* On Hold

Automation

Workflows

Let your Issuetrak site move issues forward - even in your absence - with the use of Automation. Issuetrak gives you the ability to design workflows that will automatically apply to issues matching specific criteria. For example:

* Triggers will escalate an issue a certain amount of time after it was entered, or after the last activity
* Additional conditions can be applied to ensure that only certain issues get escalated. Examples of these conditions are: Priority, Issue Type, whether the issue has been escalated before, and who the issue is currently assigned to
* Determine what happens to the issue when it is escalated: Does the assignment, priority, or substatus change? Does the workflow add a note, which will fire a notification to those subscribed to the issue? Does the issue get closed?

Substatus Rules

These allow you to automatically change the substatus of issues when certain events happen. For example, you could have a rule that does the following:

* Check to see if the issue's substatus is currently set to "Pending Customer Response"
* Monitor the issue to determine when a note is added by the issue's submitter
* When a note is added from the submitter, change the substatus to "Customer Response Received"

Auto Assignment Rules

Issues can be automatically assigned to a user or group based on a wide variety of criteria, including:

* The organization the issue was submitted for
* The submitter's location
* Issue type
* Issue priority
* Whether the issue was submitted within a specific timeframe (for example, between 8 a.m. and 5:45 p.m. on a Tuesday)

Visibility Controls

Set visibility of issues based on the issue type, a given user's Organization and Department membership, whether they are subscribed to an issue's notifications, and more.

Pricing starting from:

$59.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Issuetrak

Key benefits of Issuetrak

- Industry-leading customer support and fast setup
- Highly configurable - tailor to suit your business
- Dashboards and the Issue Hub provide at-a-glance insights
- Business Rules and Round Robin issue assignment let you automate your processes
- Reports let you analyze your issues for future risk management

Devices

Business size

S M L

Markets

Australia, Brazil, Canada, Germany, United Kingdom, Ireland, India, Japan, Mexico, United States

Supported Languages

English

Pricing starting from:

$59.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Issuetrak

Images

Issuetrak Software - Issue Hub
Issuetrak Software - Issuetrak Dashboard
Issuetrak Software - Issuetrak Submit Issue View
Issuetrak Software - Issuetrak Detailed Issue View
Issuetrak Software - Issuetrak Settings Lightbox
View 6 more
Issuetrak video
Issuetrak Software - Issue Hub
Issuetrak Software - Issuetrak Dashboard
Issuetrak Software - Issuetrak Submit Issue View
Issuetrak Software - Issuetrak Detailed Issue View
Issuetrak Software - Issuetrak Settings Lightbox

Features

Total features of Issuetrak: 112

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Approval Workflow
  • Asset Lifecycle Management
  • Asset Tracking Software
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Call Center Management
  • Case Management Software
  • Change Management Software
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management Software
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support Software
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Creation
  • Dashboard Software
  • Document Management Software
  • Document Storage
  • Email Management Software
  • Employee Management
  • Facility Asset Management
  • Feedback Management
  • Forms Management
  • Help Desk Management
  • IT Asset Management Software
  • IT Asset Tracking
  • Incident Management Software
  • Interaction Tracking
  • Inventory Management Software
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking Software
  • Knowledge Base Management
  • Knowledge Management Software
  • Live Chat Software
  • Maintenance Management Software
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multiple User Accounts
  • Network Monitoring Software
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Project Management Software
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Scheduled / Automated Reports
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On Software
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management Software
  • Task Progress Tracking
  • Template Management
  • Third Party Integrations
  • Ticket Management
  • Training Management
  • Workflow Configuration
  • Workflow Management Software

Alternatives

Spiceworks

4.4
#1 Alternative to Issuetrak
Keep track of everything that’s happening on your network – from when a user installs a piece of software they...

EcholoN

4.7
#2 Alternative to Issuetrak
EcholoN is a customer service management software designed to help businesses handle quality control processes,...

Vivantio

4.3
#3 Alternative to Issuetrak
Using the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution,...

C2 ATOM

4.2
#4 Alternative to Issuetrak
C2 ATOM is an integrated IT service management software designed for organizations looking to provide highly refined...

Reviews

Overall rating

4.5 /5
(172)
Value for Money
4.5/5
Features
4.4/5
Ease of Use
4.4/5
Customer Support Software
4.7/5

Already have Issuetrak?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Write a Review!
Showing 5 reviews of 172
Valery K.
Overall rating
  • Industry: Government Administration
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

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

Reviewed on 08/02/2018

Resolves the complexity of tracking issues.

Resolves the complexity of tracking issues.

Pros

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

Cons

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.

Alexander N.
Overall rating
  • Industry: Entertainment
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • 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.

Wesley L.
Overall rating
  • Industry: Staffing & Recruiting
  • Company size: 51-200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 6.0 /10

Review from someone that set up a very in depth system start to finish

Reviewed on 17/05/2022

Fully built out and implemented this system. We have over 100 issues with unique advanced task...

Fully built out and implemented this system. We have over 100 issues with unique advanced task flows for each. The system went live end of March and has processed around 350 issues since.
Continuous improvements and adjustments have been necessary since. Just now getting to the point where the system is pretty much running on its own.

Pros

Range of features. Ability to customize.

Cons

User experience. Software feels outdated. Missing a lot of basic and somewhat obvious features. (I have provided feedback on this).

Jeromy S.
Overall rating
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Issuetrak for SaaS Customer Support Management

Reviewed on 20/05/2022

Our overall experience with Issuetrak has been wonderful. It enables our teams to focus on...

Our overall experience with Issuetrak has been wonderful. It enables our teams to focus on development and management while providing full-service support to our customers.

Pros

As a medium sized business developing and maintaining Software as a Service application for Federal, State, and Local governments, our ability to leverage Issuetrak as a full-fledged issue ticket management and help desk system is critical to our operations. Our customers appreciate the full-service ticketing system and feel they're being treated professionally.

Cons

Issuetrak has a definite learning curve. Because of its high extensibility and customization, it is very easy to get lost in the options. However, Issuetrak trainers and support personnel are extremely helpful and quick to respond.

Richard H.
Overall rating
  • Industry: Higher Education Software
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Great product and amazing support. IssueTrak Support is always just a phone call away.

Reviewed on 10/10/2017

Asset management, Helpdesk ticketing solution, Auditing assets to verify software updates are...

Asset management, Helpdesk ticketing solution, Auditing assets to verify software updates are complete, Reporting, Surveys, a good all around solution that is customize-able and affordable.

Pros

Easy customize-able solution for tracking issues, assets, billing, and surveys. Pricing setup so that you can pick which features you need and can really customize to suit the needs of your organization. Anytime I find something I feel IssueTrak can improve on or do better they are always there to listen and have a community of IssueTrak users to really listen to their customers. They go above and beyond in this area truly and are a pleasure to work with.

Cons

Not able to Scan/Audit Non-Windows devices (luckily for us that is a minor detail). Locations are a little weird for a single site location such as an educational institution but it works. Just takes a bit of learning how the system functions.

Showing 5 reviews of 172 Read all reviews

Issuetrak FAQs

Below are some frequently asked questions for Issuetrak.

Issuetrak offers the following pricing plans:

  • Starting from: $59.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Issuetrak is help desk and service desk software perfect for issue resolution and incident tracking of all kinds. We offer unlimited free users with up to 50 permissions controlled by your paid agents, including the ability to submit, edit, and close issues. And we make implementation easy - Cloud sites can be up in as little as 24 hours, and our top-rated, 100% U.S.-based 24/7 support is included! Both Cloud and On-Premise hosting options are available. No confusing tiers. No complicated math. Refreshing, don’t you think?

Issuetrak has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001-5,000

Issuetrak supports the following languages:

English

Issuetrak supports the following devices:

Issuetrak integrates with the following applications:

Azure Active Directory, SwaggerHub

Issuetrak offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Issuetrak.