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The product is robust yet intuitive. The feature set covers almost anything one could need out of a tracking product and the optional modules cover ancillary needs in exceptional fashion. The support staff is exemplary and clearly demonstrate an intimate knowledge of the product. Review collected by and hosted on G2.com.
Initial setup can be a bit esoteric. Staging the product may require getting acclimated to certain terms and language exclusive to the product. Also, different facets within the product maybe dependent on other facets which may not be readily obvious during the initial configuration. Review collected by and hosted on G2.com.
61 out of 62 Total Reviews for Issuetrak
Overall Review Sentiment for Issuetrak
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Issuetrak is one of the best ticketing systems that I've used. The search function for previous tickets is a great Knowledge Base for recurring issues and fixes as long as the tickets are documented properly. Review collected by and hosted on G2.com.
This could have been on our end, but with a large amount of tickets, searching through old ones could take quite a bit of time. It's not a deal-breaker but a speedy search would be appreciated! Review collected by and hosted on G2.com.
The Reports section is highly utilized and cherished for it provides us with Summery Reports and a Report Writer for our own Queries. Review collected by and hosted on G2.com.
We have had a few hiccups with the email notifications not sending. Review collected by and hosted on G2.com.
I work in a call center, and I like the way it categorizes the different issues when you have an escalation that can't be handled during the initial phone call with the customer. At least at my company, there's a category for pretty much every problem you can think of. I will say that it is better categorized than other tools I've used here. And I'm sure that helps get the issues directed to the correct departments better too. (I've only used it to escalate. I've never closed an IssueTrak ticket.) Review collected by and hosted on G2.com.
Sometimes we'll get customers that want to compliment or make a complaint another employee. For a long time, IssueTrak was our primary tool for doing this, through the Feedback section. This could just be the way my company programmed IssueTrak, but a lot of times we couldn't find the employee in IssueTrak to assign the complaint properly. I would find the employee in our employee database no problem, but I just couldn't pull them in the Feedback tool. Review collected by and hosted on G2.com.
Was inexpensive and very easy to setup and use. Straight forward displays and easy to tailor with user defined fields. Easy to create the format for "ticket". I like the Quick Picks, which are like ticket templates, thus making it easy for the helpdesk to to choose the right one and have a number of items pre-filled. Simple Knowledge base is also easy to use and append files to. We were able to configure SLAs and metrics in it. Review collected by and hosted on G2.com.
Does not support ITIL processes well. We do "change management" in it with change tickets, and that works fine. Problem management does not really fit so well and you cannot link incidents to problem tickets or known error records. Review collected by and hosted on G2.com.
I like you are able to track tickets and get information to other departments we don't have phone contact with for our customers. I work in tech support for Charter communications and it makes it much easier to assist customers and get information quickly Review collected by and hosted on G2.com.
It often times doesn't pre populate where it has to be routed to, and all the different areas and division we work with makes it incredibly difficult to get it correctly routed. It could also be simplified more, there is definitely a learning curve when you first start using the program. Review collected by and hosted on G2.com.
Issuetrak allows for multiple teams to utilize and for easy assigning of tasks Review collected by and hosted on G2.com.
Layout of charts on open issues makes it difficult to see where open tickets are Review collected by and hosted on G2.com.
The custom reporting capabilities. Our organization can pull or automate reports per client. Review collected by and hosted on G2.com.
User interface could use an update. It is simple but it looks a bit dated. Review collected by and hosted on G2.com.
That we can submit information to other departments/people for review Review collected by and hosted on G2.com.
On occasion the site with close out or error when trying to submit the tickets Review collected by and hosted on G2.com.
It is simple and web-based. Has clean look, and easy to maneuver. Able to keep up with fast paced environment. Review collected by and hosted on G2.com.
Would like more custom reporting for turn around time and more options for the dashboard - so that it is more easy on the eyes.. Review collected by and hosted on G2.com.
