Issuetrak

Pros: SSO integration was painless, love the knowledge base organization, really works well with our agency's smaller IT support team. Fairly intuitive and flexible with our needs, seems to scale up nicely as well. Support has been top knotch.

Cons: Not a fan of how the service handles email updates to tickets and I wish it were more clear who is able to receive updates for tickets. Typically staff send in tickets via email and occasionally have other staff CC'd in that email and while it doesn't note it in Issuetrak, there could be multiple people replying to the ticket and getting updates.

Pros: Its very flexible and can be used for all kinds of solutions.

Cons: Some UI menus can be blocky and not as modern looking as other menus.

Pros: Been using IssueTrak for almost a year now. Fantastic and very quick support. Very nice people to work with. The product is very versatile and configurable, and there has been 0 down time.

Cons: Sometimes the left menu popping on or off can be annoying unless I pin it. But the pin never stays on so I have to pin it again almost every new session. Just give us the option to keep it on or off and quit the animated window.

Pros: The technical support. I have been working in the IT industry for many years and the technical support from Issuetrak is by far the best ever! There are multiple ways to open a ticket. You can even call and speak to a human! 99% of the time the issue is resolved on the first call!

Cons: I really don't have any cons, but if I had to name one, I suppose it would be cost. We downgrade accounts from agent to user fairly often to keep costs down. That is a bit of a pain.

Pros: Reporting is excellent for pinpointing quality issues and ease. Pricing allows us to provide visibility to all clients. This is something that we have received positive feedback from our customers.

Cons: Customizing which task sends out a email to customer. You can only restrict all or send all emails by client not task. Task groups cannot be grouped and shrunk. So you have to roll thru whole list to find and work on a group. Once you fix the view does not pop back to where you were and requires you to roll and find fixed group.

Pros: I'm used to it. It works really well. Everytime I've ever needed any support, they are very fast to provide excellent support.

Cons: I have some minor gripes with the app, but it mostly works very well for what i need. When I select a user, if the name isn't highlighted, it won't work, that's kind of annoying.

Pros: automated workflows and custom issue templates were very useful once setup correctly. The built-in issue tracking and issue history were very useful.

Cons: UI/menu is too cumbersome for certain feature. Finding admin/config settings often felt hidden. Never like a popup modal in a web-based software.

Pros: Issuetrak makes tracking our customer interactions so easy. Users find it very easy to learn and use.

Cons: Having to make changes. Sometimes it is not very intuitive and have to hunt for things.

Pros: Support! I handle all the maintenance for this product so I have open tickets now and then and Issue Trak support is one of the better one (if not the best one) out there. US Based, knowledgeable and fast to respond to any question!

Cons: Many updates but they are easy to deploy so not really a con. Biggest hurdle we had was that we started out with SQL Express as that was one of the supported models. This turned out to be a pain to move over to SQL Standard but again support was there to guide us through the process. I just wish we would have started out with SQL Standard from the beginning.

Pros: How simple it is to use. Very easy to navigate. The support team is top notch as well. They are always quick to resolve an issue with you.

Cons: Feels like some of the settings are buried in the UI. At times, it hard to find certain settings. Those settings feel too nested if that makes sense

Pros: Very versatile and can be used for many complicated work flows for many different departments.

Cons: Object organization is terrible everything is presented in one large list Issue Forms, Types, Templates, Issues, task groups and so on. It would be great if these could be organized in a folder structure of some sort. Also escalation notifications on tasks would be a huge benefit. I wish the interface was a bit quicker too very noticeable when completing tasks, after checking a task off as complete have to wait a few seconds for the page to reload before moving to the next task. When there are alot of tasks to complete this becomes very cumbersome. Having reactive drop boxes in Issue Templates would be helpful to example when I select subtype 1 it would filter what is presented by subtype 2. It would be nice to assign permissions to specific ticket types instead of globally example only allow closing of ticket type A currently I have to give global permission so they can close any open ticket.

Pros: IssueTrak is our most utilized and helpful SaaS tools. And we use many. All our IT users have the app opened all day using it for every task we are assigned, work through, update, send end-users notifications, and closing tickets. The features are superior compared to other CRM tools I have used in my 25 years of IT.

Cons: The only complaint, if I had to pick one would be how antiquated the GUI appears. It resembles a DOS screen and is not pretty to look at. Not as easy on the eyes for an app we view several hours a day.

Pros: I like that open tickets can be sorted by day and time fields. This serves like a to-do list as we tackle tickets in service.

Cons: Sometimes two people are working in tandem on the same ticket. Tasks are OK, but if you're used to seeing your to-do list by what you are scheduled for as "Next Action" you don't want two lists of your "Next Actions" and Tasks Assigned. So to have a way to Next Action another person would be great. Also, more characters are needed in the task name field and Scheduled PAs subject field. You want things as visible as possible without clicking into things to get a full description.

Pros: I like that issuetrak accurately captures communications from customers and allows communications to come in via email. I also like the reporting functionality.

Cons: What I like least is there is limited functionality for escalating an issue.

Pros: The support for any issues that come up has been better than almost any support from other providers.

Cons: The reporting is difficult to configure, as are some of the ticket type stuff and other things aren't as configurable as we'd like. Also not as collaborative as some other tools. Its a little cumbersome to use subscribers and add others to tickets takes a lot of effort.

Pros: Issuetrak is a flexible product, we can make the forms custom to what our business needs. Also their customer support is fantastic! Quick responses and helpful solutions.

Cons: I do sometimes struggle with connecting all of the pieces of a new form, since I do not do it every day. Takes me a bit to get the form set the way I need it. The 'how to' helps, but maybe more explanation in the 'how to' would be beneficial.

Pros: Its support and staff. In a world shifting every so quickly to automation and AI; it is refreshing to work with a company that values the importance of dealing with a human being.

Cons: It takes a bit of effort to get accustomed to the templates and learning how to modify and customize, but once you get the logic it becomes smooth sailing.

Pros: Ayuda a reducir la continua entrada de datos, reduciendo la cantidad de trabajo en este ámbito, permitiendo crear desde bases de datos para las necesidades del equipo de trabajo en todas las áreas.

Cons: Pese a ser un gran aplicativo con muchas herramientas de gran ayuda, es algo demorada su implementación.

Pros: Issuetrak is simple solution for tracking data and running reports. The customer service is fantastic and [sensitive content hidden] does an outstanding job with customer satisfaction and email response time.

Cons: I cannot think of a single issue I would consider a con.

Pros: Ease of use, stable, and highly adopted internally without pressuring staff to use it.

Cons: Nothing, it's truly great all around. We have not found a weakness in the product to date.

Pros: Issuetrak's onboarding Team is with you from start to finish. Deployment is a breeze!

Cons: There can be a lot of configuration options, so it's best to first focus on core functionality.

Pros: Ticket notes and tasks. Secure relevant ticket access for customers and clients.

Cons: Multiple feature sets can be overwhelming and complicated to set-up and integrate within the system.