Issuetrak Reviews

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.

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 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.

Overall the staff has been professional, friendly and knowledgeable.

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

Although I rate Issuetrak highly, by star reckoning, all categories look equally strong. This is not the case. Where these folk truly shine is in the Customer Support arena. These guys rock! And, they use their own software. Submitting an issue with them is just like what we do in our office. And seeing how they use their product gives us a better understanding how we may do things. Its great!
Please forgive my hasty opinions. I've only been using their product for almost 20 years. I could be wrong. BTW: We're hosted in the cloud now. Yeeha!

as an IT dept, we have used IssueTrak to maintain all our Inventory, Contracts, Contacts, setup automatic reminders for Renewals...used PC-Trak (until recently) for Inventory.

we publish our internal info as KB articles and that comes in quite handy for little-used but very-important means of troubleshooting and knowledge transfer.

their tech support is super-responsive and there hasn't been a problem with their product that couldn't be resolved....suffice to say, we really haven't had that many 'issues' with it anyhow.

once you get your own concept down of the Hierarchy (global and such) then it's very simple to use...and customizable to way YOU want to 'think' or how u want to use it.

we did eval several other products 4 years ago, when we choose this...and haven't looked back.

Transparency on issue resolution and reporting purposes.

The IssueTrak system is overall a good product, but is held back by some built in limitations. For basic ticketing and tracking purposes it is a great value. Limited customization prevents you from fully fitting the software into an existing support model or the ITIL framework.

Daily usage for our customer support center.

My organization has really benefitted from utilization of this software. Your team has been amazing to work with!

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

This is a solid product with top shelf customer support. I've used several of the big ones which all have their own share of issues (no pun intended). IssueTrak handles our facility issues well. With automated ticket creation and pass-through authentication it is simple for users to create tickets. On the dashboard page I can get an overview that benefits my position as IT Director to know at a glance what is happening.
No system is perfect which is why this isn't a pure 5 star review but with a quality product offering combined with good prices and the best customer service I've come across in years, don't hesitate to give IssueTrak a chance.

Great!

The ability to analyze repeat issues/concerns and utilize the data to justify IT expense to correct the issue.

As I mentioned IssueTrak help us to communicate with our customers more efficiently. The response time dropped.

I have had very positive experiences with support for application development\training to support. Very fast in getting questions\issues resovled.

Issuetrak meets all our IT/helpdesk need. The system is very simple to use; hence it requires no training for the users. The software is flexible that we were able to customize it to fit our needs perfectly. I am most impressed with their customer support team. They are always courteous but most of all, they really know their stuff!

Professional Customer Service

Ease of tracking issues in our organization.