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
The issue tracking feature allows users to identify, report, document, and resolve issues without having to rely on archaic paper checklists or spreadsheets. Issuetrak consolidates issues, requests, email correspondence, and knowledge base articles in one place, reducing chaos and repetitive work. With features like notifications and scheduled reporting, all necessary stakeholders stay in the loop as issues go from problem to solution.
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.
There are a variety of applications issue tracking can be used for, meaning Issuetrak can cover a range of functions including:
- Help desk: Issuetrak can handle updates and compliance for internal employee requests and external user requests. Automatic ticket assignments, task workflows, and customer notifications allow teams to perform at optimum efficiency.
- Complaint Management: Issuetrak gives customers transparent, organized, speedy resolutions. The platform helps maintain customer satisfaction and ensure resolution compliance through task workflows and automation. Commonly used features include custom forms and fields, omnichannel feedback, surveys, and web forms, amongst others.
- Customer Support: Issuetrak generates issues through multiple channels, providing one place to house all customer-related communication. Automation workflows route issues to the right stakeholders, including ticket assignment, update notifications, and resolution compliance. Notifications keep customers informed of updates and resolutions.
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 Issue Hub and Dashboard Panels features enable users to easily build custom views of open issues, providing the ability to quickly access at-a-glance data points.
The software solution also has an Issue Templates 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.
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 pricing tiers for every budget for both cloud and on-premises deployments. All plans start with a minimum of 5 agents.
The Team Cloud monthly plan starts at $26 per agent and the Team On-Premises lease plan starts at $155 per agent. Both of these are agent-only plans, meaning no end users or viewers can access the platform. This plan makes sense for companies that only require the same people to log onto the site and is the most affordable offering.
The Support Cloud monthly plan starts at $77 per agent whereas the Support On-Premesis lease plan starts at $464 per agent. These plans only require you to pay for agent seats and allow for unlimited free end-users, light agents, customers, staff, and viewers. This is useful for companies that aren’t sure how many non-agent users may need access, as they can be created without restriction when scaling is required.
When deciding how many seats on a Support plan makes sense for your business, bear in mind that free users can create issues, update existing issues, manage the KB (including creating KB articles and categories), access custom record tables, as well as access and manage add-ons, including surveys, billing, etc. They also can assign, receive and complete tasks, run reports, view dashboards, and interact with the Issue Hub.
Agents, on the other hand, can do all of the above with the added ability to assign and receive issues as well as submit issues on behalf of others.
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.
