
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
Markets
Australia, Brazil, Canada, Germany, United Kingdom, Ireland, India, Japan, Mexico, United States and 5 others
Supported Languages
English
Pricing starting from:
$59.00/month
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to Issuetrak
Images





Features
Total features of Issuetrak: 112
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Reviews
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- 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.
- 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.
- 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).
- 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.

- 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.
Issuetrak FAQs
Below are some frequently asked questions for Issuetrak.Q. What type of pricing plans does Issuetrak offer?
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?
Q. Who are the typical users of Issuetrak?
Issuetrak has the following typical customers:
Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001-5,000
Q. What languages does Issuetrak support?
Issuetrak supports the following languages:
English
Q. Does Issuetrak support mobile devices?
Issuetrak supports the following devices:
Q. What other apps does Issuetrak integrate with?
Issuetrak integrates with the following applications:
Azure Active Directory, SwaggerHub
Q. What level of support does Issuetrak offer?
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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