What is Issuetrak?

"Issuetrak is issue tracking, workflow, customer support, complaint management, and help desk platform."

Issuetrak is built to help customer support teams and is applicable to a whole range of businesses. It tracks tickets & issues, from mobile and email submissions. Issuetrak is easily implemented on-premise or accessed in the cloud through a web app. Our specialization is customer support, & complaint management.

This platform allows users to automatically distribute new issues based on predefined preferences and saves time with pre-filled forms for recurring issues. Tasks can be assigned to any member of a team, and users can organize new tasks, or choose a predefined combination of tasks.

All issues that arrive through email are immediately tracked according to the subject, and auto-saved within the same issue. On the other side, customers can contact the support team, explore the knowledge base, submit questions, follow the status of their tickets, and more.


Issuetrak scored 89/100 in the Support & Helpdesk category. This is based on user satisfaction (90/100), press buzz (37/100), recent user trends (rising), and other relevant information on Issuetrak gathered from around the web.

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Issuetrak Review

Editors' Review by the Support & Helpdesk Software Review Team

IssueTrak is a helpdesk software platform that is user-friendly and flexible. Tickets and requests are tracked from start to finish to ensure a quick and efficient resolution process. This software is used to prevent any issues or tasks from being overlooked. It also helps companies organize day-to-day tasks to ensure everything is handled and all processes and SOPs are followed. Not only is IssueTrak advantageous for the company when tackling interdepartmental work or issues, it also makes it easier for the customer to communicate with the user because of its ability to receive input from multiple channels.

The support software is useful for businesses ranging from a small office of 10 users to a large enterprise with thousands of employees.

IssueTrak Features

Issue Tracking

IssueTrak organizes tickets efficiently and allows users to see everything on the Issue Audits menu UI. The software product has the ability to track issue changes, access old values inputted, and also track who made what alterations and when. It also allows users to confirm changes whether valid or reportable. A key feature for this is how the user can conveniently link multiple issues for the same problem and then put in a single solution for the similar problems.

The software allows users to automatically assign issues based on their preferences and saves time with pre-filled forms for specified repeating issues. You can assign tasks to anyone in your organization, create new tasks, or select a predefined group of tasks to add to an issue. Issues arriving via email are instantly monitored based on content and designated with all following missives bundled inside of the same entry.

It is also able to set up fixed schedule submissions for routine inspections or maintenance requests. Users are therefore able to stay on top of these issues and will always be aware of anything that needs attention. This feature is available for both department-based and company-wide concerns, ensuring all issues are handled quickly and efficiently.

IssueTrak issue tracking products webpage screenshot efficient recurring connect audit safely store and archive auto assignment

Customizable Workflow Platform

IssueTrak has a customizable workflow platform which allows users to set up checklists or branching workflows to compress multi-step routines and make them faster and more efficient. This allows users to focus instead on the issues at hand instead of qualifying each value step by step. It also lets the user track and monitor which tasks are assigned to whom and when, as well as use the data archived to meet audit needs and optimize processes. On the IssueTrak dashboard, the user sees issues at every phase and runs reports on a myriad of data fields as well as queue up email delivery.

The software solution also has a Quick Picks feature, which is able to create new tasks, auto-assign tasks, select a tailored task team, as well as make tasks dependent on other tasks. IssueTrak also allows users to automate and monitor workflows across the entire organization to improve efficiency and speed of work completion. Team members are also notified when issues are sent in, updated, or for any other actions that happen on the tasks assigned to them.

Customer Support

IssueTrak allows the user to communicate to customers through various platforms. The customers are able to voice concerns using email, mobile, and even through web portals.

The software enables the user to add supporting data for issues resolution. They can add knowledge base articles, projects, and other information with no file type or quantity limitations. The software automatically converts emails to support requests and then determines issue type and the assignee, as well as adds notes from responses and system-generated emails.

Complaint Management

IssueTrak software sends notifications to the users when complaints or issues are received. Each email is automatically converted to a complaint ticket and is then assigned to a user for review. If needed, the ticket is then escalated and, once resolved, a notification again pops up stating the ticket is resolved and is then stored for future reference.

Customizable forms and templates may also be created and dictated by the user. How many or how few are dependent on the user, as well as repeating processes for faster resolution of tickets. Attachments may also be added as supporting data for complaints, and unassigned, escalated, or open complaints or requests are easily spotted because of the software’s design.

Help Desk

The help desk feature of IssueTrak is also customizable and suitable for any industry and department. After defining a process, the team can then easily remember and follow the predetermined steps needed to be taken. Customizable drop-down fields reduce clerical errors and the ability to link assets to issues make it easy to narrow down if there are problems or errors in a specific product or service.

Reports for all of the aforementioned are accurate and easy to generate, therefore trends are easy to spot, like which departments need the most assistance. Centralized communications allow for faster updating and responding to issues.

IssueTrak help desk products webpage screenshot submit track handle tickets reduce errors generate accurate reports centralised communication response times help users

IssueTrak Benefits

IssueTrak makes it easier to interact with customers and makes the entire issue ticketing and resolution process go much faster. The ability to customize many of the features available on the software is a key feature that makes it easy for businesses to make IssueTrak fit perfectly according to their company’s needs. The ability to link issues to each other, as well as the notification system that alerts the user to an assigned ticket that has been escalated or otherwise, and then eventually resolved, gives visibility from every angle and makes it easier for the user to find what they need in a timely manner. The system can be deployed in the cloud or on local servers.

The customer’s issues are promptly heard and are responded to quickly and efficiently, which makes the entire process smoother. The software’s ability to receive concerns via email, mobile device, or web portal keeps the people who filed the ticket in the loop and even lets the customer search through the IssueTrak knowledge base and FAQs easily so they might find the solution to their issue by themselves.

It takes all the problems a company needs to address and puts it all in one place, and makes it more organized for easy perusal and quick resolution of all concerns raised and issues spotted. This enables the company to easily sift through what needs to be done and makes it easier for the customer as well when it comes to finding a solution to their concern.

IssueTrak Pricing

IssueTrak offers interested users a demo experience without giving credit card information, where they choose from the five key features: issue tracking, workflow, customer support, help desk, and complaint management. However, for those who want to get the full experience, there are two pricing plans available for this software.

Team: $19 per user per month or $23 month to month

This package is for the business’ internal task managing. It is designed to help the team be more organized and efficient. This plan’s user licensing has a minimum requirement of at least 10 employees and the key features include internal operations, cross-department collaboration, process management, shared workflows, and simple checklists.

For this plan, prices for add-on features are $4 for Active Directory, $4 for Asset Management, $2 for billing and $2 for surveys.

Support: $59 per agent per month or $71 month to month

This package is ideal for companies that also want to strengthen their relationship with customers and improve the flow of communication between them. This plan also has no minimum or maximum licensing for its users. Aside from receiving all the benefits of the Team pricing model, the Support pricing model includes issue tracking, complaint management, a help desk and customer support, a call center, and operations features.

For this plan, prices for add-on features are $14 for Active Directory, $14 for Asset Management, $7 for billing and $7 for surveys.

Both pricing plans also include the IssueTrak Cloud feature, with 5GB of free storage for attachments ($2 additional monthly payment every 1GB storage used), full backup recovery, one free incoming mailbox (additional mailboxes at $15 per mailbox per month) as well as SSL encryption.

IssueTrak pricing webpage screenshot small business or enterprise team support

Conclusion

IssueTrak is an easy-to-use, comprehensive and customizable business process management software that is suited to companies of any size or sector. Whether it be used for making communication between user and customer easier, or for companies to deal with in-house or interdepartmental issues or concerns, IssueTrak caters to a company’s issue tracking needs. Certainly a software solution one should consider.

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Support & Helpdesk Market Radar

Issuetrak Product Overview

  • Efficient "Recurring Issues"

  • Connect Your Issues

  • See Everything in Issue Audits

  • Handle it all With Auto Assignment

  • Stay on Top of Escalations

  • Safely Stored and Archived

  • Knowledge Base

  • Customizable Dashboard

  • Easily & Quickly Deployed - Cloud or On-Premise

  • Workflow & Task Management


Languages: English
THE ULTIMATE Software Buyer Guide 2018

The Ultimate Support & Helpdesk Software Buyer Guide 2018

Product recommendations, vendor rankings, market overview and tips on how to select Support & Helpdesk software for business. Published in November 2018.

No matter the size and nature of a business, the right SaaS helpdesk solution helps improve customer service in many ways. For instance, some software products for support & helpdesk purposes enable you to escalate issues to the right person to provide ...

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Issuetrak Features

  • API
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Google Apps Integration
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Third-Party Plugins/Add-Ons
  • Call Tracking
  • Time Management
  • Click-to-Dial
Compare Pricing

Issuetrak Pricing Plans

Team

$19.00
1 user(s) / month
  • Internal Operations
  • Cross-Department Collaboration
  • Process Management
  • Shared Workflows
  • Simple Checklists

Support

$59.00
1 user(s) / month
  • Issue Tracking
  • Complaint Management
  • Help Desk & Customer Support
  • Call Center
  • Operations

Plans starting from: $19.00/month Credit card required: No

Issuetrak FAQs

What platforms does Issuetrak support?

The system can be deployed on the cloud, on local servers, or Windows-installed.

Does Issuetrak integrate with any other apps?

Integrations: Bitium, Jira, Gmail.

Does Issuetrak offer multi-user capability (e.g. teams)?

Yes, it does.

Who are the main user groups of Issuetrak?

Users of Issuetrak are companies & departments of all sizes from a wide range of industries.

Does Issuetrak offer an API?

Issuetrak offers RESTful API.

Does Issuetrak offer guides, tutorials and or customer support?

Support: FAQs, Community, Knowledge Base, Online Support, Phone Support, and Video Tutorials.

What is Issuetrak generally used for?

It is used as help desk & support system.

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