Recensioni su Issuetrak

Issuetrak Customer Support for SaaS Development Company

Commenti: Issuetrak is invaluable in supporting our customers and clients, as well as managing user requests, feature change requirements, and development progress.Issuetrak customer support is top notch; professional services team and developers are always available to help us and know the system throughout. Our Issuetrak account manager is in regular contact with us to ensure we have everything we need to provide the best service to our customers!

Aspetti positivi:

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

Aspetti negativi:

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

Issue track is the best issue tracking system that we have ever used

Commenti: Over all the issue track has always been responsive and able to help us with friendly, professional , and knowledgeable team. they have always good to follow up to make sure all your needs have been met.

Aspetti positivi:

The best part to the issue tracking is that you can configure the system to fit your needs. Even better, if your business changes, then you can adjust the system to make it fit the new perimeters of your business. This is huge for us.

Aspetti negativi:

Their continued follow up to make sure I was caught up on the homework I needed to do.

Best Ticket System for large enterprise

Aspetti positivi:

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

Aspetti negativi:

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

I use issuetrak on a daily basis to submit tickets to other departments so things can be processed

Commenti: The ability to communicate and get information to other teams

Aspetti positivi:

I like that I do not have to reach out to other departments nor does the customer to get this fixed. I can submit a ticket and they will correct the issue, or pass along the information to the correct team. It helps me to be as efficient as possible.

Aspetti negativi:

I do not like how often it doesn't route properly. It is supposed to be auto filled with what area in our system it's going to, and if it's not it makes it really difficult to ensure it's getting where it needs to go.

Issuetrak Reveiw

Commenti: Using them now is the second time I used them. Once in my previous job and now here. In my previous job I switched from them to SysAid - and in my present job I switched from SysAid to Issuetrak. I did this because Issuetrak offered me greater flexibility to manage various cost centers within a single application in the most efficient and usable fashion.

Aspetti positivi:

The ability to segment my customer base to the responsible departments. Quickly see the overall view to manage my staff and responses to give outstanding customer service.

Aspetti negativi:

Have yet to find any major flaws thta were not able to be resolved by some method.

Painless Onboarding!

Commenti: Friendly & knowledgeable team at Issuetrak made for an awesome overall experience!

Aspetti positivi:

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

Aspetti negativi:

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

Lifesaver

Commenti: Overall the staff has been professional, friendly and knowledgeable.

Aspetti positivi:

Issuetrak has been a lifesaver, cutting down on continues hours of data entry.From building the data base for our needs, to the customer support team for questions the staff has been professional, friendly and knowledgeable.

Aspetti negativi:

It took sometime ironing out our processes but it was a true team effort!

Great product and amazing support. IssueTrak Support is always just a phone call away.

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

My experience with IssueTrak

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

Aspetti positivi:

This software was easy to customize for my organization's needs. Implementation was very smooth with expert assistance from [sensitive content hidden]. The team was very flexible in working within our timeline. This system is far better than our prior system, and the reporting capabilities, auto-escalation, and automated report functions are outstanding!

Aspetti negativi:

That we didn't start using this sooner!

Thales TCT review

Aspetti positivi:

The ease of deployment and the licensing scheme

Aspetti negativi:

inability to provide announcements to customers

Robustness in an Affordable Package

Commenti: I have been using Issuetrak now for about 5 years. Until recently I only used it for managing tasks for my manufacturing group. I wanted them to be able to have a place that flowed their work on non-repetitive tasks. What I found however went way beyond my original expectations. Issuetrak has used the customer's voice to evolve over the last few years. It has made itself more user-friendly, more adaptable, and more relevant to industries that aren't traditional help desks. We have taken those improvements, and have put in place a system the helps us manage the workflow of IT, Engineering, Accounting, Manufacturing, Customer Service and even our sales force. We have been able to create customized tools and screens that consolidate or data in one location. Whether it is requests for engineering change orders, travel documentation and reporting for our field service technicians, customer support of sales quoting, or quote to shipment of customer orders. We seem to find new ways to use it everyday. I could go on and on, but suffice it to say for the price, this gem is amazing. I recommend it to anyone who will listen, and I look forward to the new ways Issuetrak will morph to support its users. Keep up the outstanding work!!!! Tom Moss
General Manager
Columbia Industries LLC

Aspetti positivi:

Flexible Adaptable User-friendly

Aspetti negativi:

The screens could still use some work to make them completely custom. While some fields may need to be mandatory, it would be nice if they didn't need to show on the issue itself.

Great software for phone or email support issues.

Commenti: Daily usage for our customer support center.

Aspetti positivi:

We use this software to handle incoming support calls and emails. We point our voice mail server to send the voicemails and forward our support email addesss as well to IssueTrak which then creates a support tickets. IssueTrak Runs and does what it is supposed to do. Light footprint and easy to use. IssueTrak support is outstanding with training and support issues. I would highly recommend!

Aspetti negativi:

I would like to see Secure SSL email support added and better mail controls inside the Web management. The configuration could be a little easier to understand as far as rules and responses go but the support team will help you get it to do what you need.

IssueTrak for Issue and Project Tracking

Aspetti positivi:

We use IssueTrak for multiple functions: to receive and track customer inquiries and requests, to track internal processes, and even as an outreach tool to our stakeholders. IssueTrak supports all those goals, and does it in a very user-friendly and scaleable manner. IssueTrak is very configurable making it ideal for small shops, multiple uses and individualized projects and processes. Support does a good job of understanding your questions/issues, and first level support knows the product well. With the cloud-based version, we require very little internal IT support. The administrators for the tool are within my department, and we can configure it to do everything we've needed so far.

Aspetti negativi:

As with any system, there sometimes are "quirks" and work-arounds that are not necessarily well documented. For example, we needed to give some individuals access to items that were not assigned to their departments. You can do that in IssueTrak, but it's through the use of "e-mail notifications" (you can grant individual access, but turn off specific e-mail notifications). We didn't know that by reading the documentation, but it works!

We have implemented the Issue Trak across 25 countries in Europe from a scratch to a perfection.

Commenti: Transparency on issue resolution and reporting purposes.

Aspetti positivi:

We are not currently using all features available from Issue Trak but this system is continuously developing that we will have to integrate more system into Issue Trak - e.g. knowledge base, external/internal requests, proposals for product improvement/new product introduction, etc..

Aspetti negativi:

We would really appreciate multilingual version that may help us to use Issue Trak in more areas. Sometimes it was hard to understand all permissions that are given by Organization, department and user account settings e.g. if somebody sends you e-mail from the system you can see any issue that your permissions does not allow.

Simple and Effective

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

Aspetti positivi:

The ability to customise the software to meet our needs Report generator tool is pretty extensive Email to ticket, made end-users life easier Overall a decent product

Aspetti negativi:

Installation is bit tricky Only search users beginning with last name of the user, some time can be annoying As an admin when I send reply to tickets it goes using my personal work email rather than the support email, I constantly have to cc support email and advise users to Reply All when sending replies.

IssueTrak and don't look back

Commenti: 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.

Aspetti positivi:

customer support

Aspetti negativi:

little ugly on the user interface side.

We have been using Issuetrak for over 5 years

Commenti: Overall, Issuetrak is a great tool for use to track and resolve our clients issues.

Aspetti positivi:

We are an MSP and repair center and Issuetrak makes it very easy for our clients to place help tickets. The ability to scheduled and generate reports on the fly also helps to find trends check metrics.

Aspetti negativi:

The UI could use some work. There is also a small learning curve, so we have to spend some time with new clients to get use to the system.

Core part of our IT support - I love the way it categorizes the different issues.

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

Aspetti positivi:

Cost effective solution compared to the others on the market. It give us great value for the money - the response time dropped drastically. Now we are able to assist to our customers promptly and efficiently. I can track tickets and provide info related to other departments without even having to pick up the phone.

Aspetti negativi:

I would like to see more from the mobile version. Also it takes more time to set the system generated emails to the end users.

Issuetrak Application review

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

Aspetti positivi:

Ease of adding work orders and tracking what has been submitted.

Aspetti negativi:

Admin features are sometimes hard to find a component where you want to add or edit an option

Issue Trak is a great tool for our use, tracking tech calls and warranty concerns.

Aspetti positivi:

Ease of use is the main factor . The ability to customize it for our needs; adding drop down menus, and user defined fields makes it beneficial for tracking and reporting.

Aspetti negativi:

Two areas that do the same thing i.e., having a field at the top of the screen to type in an issue number, as well as a menu function for the issue number.

Horrible for anything but canned actions

Aspetti positivi:

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.

Aspetti negativi:

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.

Great product for all IT/helpdesk need

Commenti: 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!

Aspetti positivi:

Great sales and support team.

Clean and Professional

Commenti: Professional Customer Service

Aspetti positivi:

The software is professional and keeps a record of all things billing and customer support related which is very important in my line of business.

Aspetti negativi:

I do not have any complaints, the system is great! Everything is up to date and works to my liking.

OK Ticketing system

Aspetti positivi:

Not best application, has lots of issues. but yet simple and easy to use. Will get the job done for small organization.

Aspetti negativi:

Not best application, has lots of issues. but yet simple and easy to use. Will get the job done for small organization.

Easiest ticketing system I have ever used.

Aspetti positivi:

Very customizable, and easy to use. Pulling reports on the fly is simple, as well as creating canned reports

Aspetti negativi:

there are some limitations on how key fields are used, and there is not more than one searchable asset field.