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.


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


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
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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

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Reviews

Overall rating

4.6 /5
(187)
Value for Money
4.5/5
Features
4.4/5
Ease of Use
4.4/5
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Already have Issuetrak?

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

Showing 5 reviews of 187
Chad
Overall rating
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software

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

Biswa
Overall rating
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

DJ
Overall rating
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software

Lacking Key Features

Reviewed on 09/02/2016

I have used one other ticket tracking system before and for this system to allow multiple users to...

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.

Response from Issuetrak

We appreciate your feedback. Both items you mention are good suggestions for improvement.

Many Issuetrak customers employ our "Assign To Me" feature so that agents can grab an unassigned issue from the queue. That issue is then removed from the queue, and other agents won't try to grab it. But this method doesn't prevent the problem you mention 100%. I checked UserVoice, and I see several other people have requested more robust handling of simultaneous updates. I contacted our product manager, and he says this is an issue we will be addressing.

The other problem isn't so clear-cut. There could be times when it is OK to have assets with the same serial numbers. What if they come from different manufacturers?

I see Arbitration Forums has been a customer for almost nine years! We've enjoyed working with you and your colleagues over the years.

If you have any more suggestions, please let us know, or feel free to put them directly into issuetrak.uservoice.com.

Th
Overall rating
  • Industry: Food Production
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Lifesaver

Reviewed on 07/02/2023

Overall the staff has been professional, friendly and knowledgeable.

Overall the staff has been professional, friendly and knowledgeable.

Pros

Issuetrak has been a lifesaver, cutting down on continues hours of data entry.From building the data base for our needs, to the customer support team for questions the staff has been professional, friendly and knowledgeable.

Cons

It took sometime ironing out our processes but it was a true team effort!

Response from Issuetrak

Thank you for your honest review! We're delighted to hear that you have found Issuetrak to be a lifesaver for your business operations! Your feedback has been relayed to our Product team, but 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!

Verified Reviewer
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Showing 5 reviews of 187 Read all reviews

Issuetrak FAQs

Below are some frequently asked questions for Issuetrak.

Issuetrak offers the following pricing plans:

  • Starting from: $26.00/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:

Danish, Dutch, English, French, German, Irish, Italian, Portuguese, Spanish

Issuetrak supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Issuetrak integrates with the following applications:

Azure Active Directory, Google Analytics 360, Microsoft 365, Microsoft Azure, Microsoft Power BI, Okta, SwaggerHub, Zapier

Issuetrak offers the following support options:

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

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