Issuetrak

Who Uses Issuetrak?

We serve companies and departments of all sizes from a wide range of industries. We're a great fit for teams needing to tracking issues/requests and improve their workflows with better visibility.

What Is Issuetrak?

Issuetrak provides help desk and issue tracking systems for a variety of industries and departments. We help businesses like yours track tickets, issues, and requests from submission to resolution. Easy implementation and multichannel submission. With automated ticket assignment and escalation, custom forms, user-defined fields, and at-a-glance dashboard metrics and detailed reporting, Issuetrak gives your team the tools they need to make sure no ticket or issue falls through the cracks.

Issuetrak Details

Issuetrak

http://www.issuetrak.com

Founded 1992

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Issuetrak pricing overview

Issuetrak does not have a free version but does offer a free trial. Issuetrak paid version starts at US$100,00/month.


Starting Price

US$100,00/month

Pricing Details

The software with the most features for your money. The price for the IssueTrak is based on the number of Licensed Users you require and the type of solution you choose. The Service Desk Licensing Model is used when a select group of Licensed Users are providing support to Free Users. This model is used for IT Help Desk, Service Desk, and Customer Support applications. The IssueTrak Annual License is a yearly, renewable license for customers who run a premise (local) solution of IssueTrak.

Free Version

No

Free Trial

Yes

Issuetrak deployment and support

Support

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

Deployment

  • Cloud, SaaS, Web-based
  • Windows (Desktop)
  • Windows (On-Premise)
  • Linux (On-Premise)

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos

Issuetrak Features

  • API
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Approval Process Control
  • Approval Workflow
  • Audit Management
  • Audit Trail
  • Calendar Management
  • Change Management
  • Change Planning
  • Change Tracking
  • Collaboration Tools
  • Commenting / Notes
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Dashboard Creation
  • Document Management
  • Forms Management
  • Incident Management
  • Knowledge Base Management
  • Learning Management
  • Multi-Language
  • Prioritization
  • Problem Management
  • Projections
  • Real Time Analytics
  • Real Time Notifications
  • Real Time Reporting
  • Release Management
  • Reporting & Statistics
  • Rules-Based Workflow
  • SSL Security
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Task Management
  • Task Progress Tracking
  • Third Party Integrations
  • Training Management
  • Workflow Management

View full list of Change Management Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Assignment Management
  • Audit Trail
  • Case Management
  • Chat/Messaging
  • Complaint Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Email Management
  • Email Templates
  • Feedback Management
  • Forms Management
  • Interaction Tracking
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Prioritization
  • Quality Assurance
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Routing
  • SSL Security
  • Self Service Portal
  • Social Media Integration
  • Social Media Monitoring
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Third Party Integrations
  • Widgets
  • Workflow Management

View full list of Complaint Management Software

  • API
  • Activity Tracking
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Calendar Management
  • Call Center Management
  • Call Routing
  • Communication Management
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Forms
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Management
  • Employee Management
  • Engagement Analytics
  • Event Triggered Actions
  • Inbox Management
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Rules-Based Workflow
  • SMS Messaging
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Virtual Assistant
  • Voice Mail
  • Workflow Management

View full list of Customer Service Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Applications Management
  • CRM
  • Call Center Management
  • Chat/Messaging
  • Chatbot
  • Client Portal
  • Communication Management
  • Configurable Workflow
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Email Management
  • Email Templates
  • Event Triggered Actions
  • Feedback Management
  • Help Desk Management
  • Interaction Tracking
  • Inventory Management
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SSL Security
  • Search/Filter
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Surveys & Feedback
  • Tagging
  • Third Party Integrations
  • Website Integration
  • Widgets
  • Workflow Management

View full list of Customer Support Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM
  • Call Center Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Email Management
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • Interaction Tracking
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
  • Prioritization
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

View full list of Help Desk Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Asset Management
  • Asset Tracking
  • Audit Management
  • Audit Trail
  • Barcode / Ticket Scanning
  • Change Management
  • Compliance Management
  • Compliance Tracking
  • Configurable Workflow
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Email Management
  • IT Asset Tracking
  • Incident Management
  • Inventory Management
  • Inventory Tracking
  • Knowledge Base Management
  • Maintenance Management
  • Maintenance Scheduling
  • Monitoring
  • Prioritization
  • Problem Management
  • Procurement Management
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Task Management
  • Third Party Integrations
  • User Management
  • Workflow Management

View full list of IT Asset Management Software

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Assignment Management
  • Chat/Messaging
  • Collaboration Tools
  • Commenting / Notes
  • Configurable Workflow
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Drag & Drop
  • Email Management
  • Help Desk Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Monitoring
  • Multi-Channel Communication
  • Prioritization
  • Project Management
  • Projections
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Recurring Issues
  • Reporting & Statistics
  • Role-Based Permissions
  • Rules-Based Workflow
  • SSL Security
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Third Party Integrations
  • Ticket Management
  • Widgets
  • Workflow Management

View full list of Issue Tracking Software

Issuetrak Alternatives

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Issuetrak Reviews

Read all reviews

Overall rating

4,5/5

Average score

Ease of Use 4,4
Customer Service 4,7
Features 4,4
Value for Money 4,5

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Write a Review!
Valery K.
Support Services Specialist
Government Administration, 201-500 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2018/02/08

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

Comments: 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.

  • Reviewer Source 
  • Reviewed on 2018/02/08
King L.
IT Support Technician
Information Technology & Services, 501-1 000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2017/11/09

"IssueTrak has allowed me to document and resolve IT requests in a timely manner."

Comments: When I was hired as an IT Tech Support for Old Wisconsin Sausage, I was told that all IT requests for assistance was done through email and phone calls. They did not have a ticket system set up for users to submit tickets. This forced me to prioritize and document multiple requests using Microsoft Excel and other applications to help me stay organized. I had many instances of where I would be on my way to assist a user, only to be stopped in the hallway by another user requesting my assistance. I would feel obligated to assist the user in the hallway, because customer service is something I am passionate about and couldn't say no. Other times there was a higher priority that needed my immediate attention, the user I was assisting at the moment could not understand why I was leaving to assist another user when I did not resolve their issue first. IssueTrak has eliminated many of the miscommunication and created a more standardized operating procedures for me. It has allowed me to stay connected with my end users by following up on the many IT requests. IssueTrak is a tool I use daily to deliver excellent customer service in a timely manner. It helps me stay organized and has given my end users confidence that their submitted issues are a priority for me to resolve. When I use IssueTrak, I feel that it helps me go above and beyond for my end users. It's a great software that I will be using for along time. The many features and benefits are plentiful.

Pros: The customization that IssueTrak offers has allowed me to create a "user friendly" software for my end users to submit issue requests. It gives me options to create forms that makes sense to what end users are requesting assistance with. The "quick pick" options allows the user to submit requests just as fast and quickly as sending out an email or calling for assistance. I also like the "Menu Option" that allows me to add internal web applications that our end users use on a daily basis. This allows end users to use IssueTrak as a centralized hub to access internal company files, applications, etc.

Cons: Ability to add more than one column on the "submit " page -- This will allow for seeing the whole screen instead of scrolling down. I have used IssueTrak's User Voice feedback website to make suggestions, but it doesn't seem like any of these suggestions are taken into consideration. I've seen many great suggestions submitted 1-2 years ago by other IssueTrak customers and users only to see a feedback of "Received (Under Review)" Please allow or give us the option to add more columns to the submit page. In my opinion it has a very organized and clean look to the interface. The Menu Option is a great feature, but it would be great if we can have certain sites that only a particular group or user can only see. For example, sites that will pertain to certain departments, Human Resource, I.T., Maintenance, etc. As of right now, any department or group can see these sites set up in IssueTrak. Give us the ability to restrict the sites to certain groups.

  • Reviewer Source 
  • Reviewed on 2017/11/09
Justin E.
IT Director
Management Consulting
Used the Software for: 2+ years
  • Overall Rating
    2,5 /5
  • Ease of Use
    2,5 /5
  • Features & Functionality
    1 /5
  • Customer Support
    4,5 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    3/10
  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 2015/09/30

"Horrible for anything but canned actions"

Pros: Small footprint on server and runs on Windows. We didn't have to install some appliance or other modified Linux variation to get the software up and running. Able to leverage our existing SQL and IIS servers when needed.

Cons: Functionality, they claim it is highly flexible and has workflow but there is no logic short of a yes no response system. The flexibility for any department outside of a single use is frustrating and process automation only really sends notifications there is no automation but instead reporting of when you completed something. Simple workflow related tasks are non-existent such as creating a new issue to handle a flow item, this causes you to have to try and include all outcomes for a workflow item.

  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 2015/09/30
Chad M.
IT Support Specialist
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    Unrated
  • Customer Support
    5 /5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 2015/03/16

"Maillie Review of cloud base issuetrak - Chad Mohr"

Comments: 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.

Vendor Response

by Issuetrak on 2015/04/30

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

  • Reviewer Source 
  • Reviewed on 2015/03/16
Elisabeth H.
Director, Member Support and Training
Computer Software, 11-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2019/05/03

"Absolutely fantastic issue tracking solution - works great for both staff and customers!!"

Comments: Issuetrak replaced another system that was not at all customizable and just wasn't meeting our needs. From the start, their team was super helpful with the (really easy) set up and everything that followed. Our customers loved it and so did our entire team.

Pros: Issuetrack is great. It works right out of the box but also has tons of customization available. It's one of those rare solutions that your internal team will like as much as your customers do.
- customers can login to see all their issues
- great email rules you can customize to how your team works and what your customers want
- nice set of reports already on board
- VERY nice work flows (once we saw these, we used them for EVERYTHING)
- If I could rate their own support team higher than a 10, I would. I manage our company's support team, and the Issuetrack support team is my model for how support should treat their customers.

Cons: Actually nothing. I love it. Our leaving was a cost saving measure (we are using a free product now) and I miss Issuetrak EVERY DAY.

  • Reviewer Source 
  • Reviewed on 2019/05/03