Avis clients sur Issuetrak

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.

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.

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.

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.

Quick pick, Recurring Issues, Reports, Note captures Labor hours.

It's slow.
Email notification setup gets bug sometimes.
It lacks in connecting different modules like Organization, Users and Issue Type. Like you can not see what are the issue types supported by the organization if you are at the organization page. You can not add/remove groups from user if you are at the user page.

I like being able to search for the issues I need for information with fast. I am so busy on the phone and customers that when I need certain information from IssueTrak I don't have to sit and wait. I love the way it allows for a wildcard search. I can relax because this software is exactly what I need to get my job completed every day.

I have been using this software for 12 years now and there is not much I don't like about it. There have been a few bugs but most of them have been fixed over the years. The more I use it, which is every day, the easier it gets. Whenever I have a problem, which is rarely, the fix is quick. The only time I can't relax is when the site goes down, occasionally, usually a server problem.

It is very easy to learn - I had no experience with it in November, and became comfortable with it in just a few days. I especially like the Knowledge Base and Recurring Request features.

It's not the prettiest GUI. Pasting images always pastes them too large and have to be resized.

It's a good workflow product and is a temporary electronic storage system for our files

Want to be able to customize it more. Need to be able to rename attachments and easily merge them to another issue. Would also like to pick and choose attachments when emailing from the issue.

Issuetrack is easy to use and it does what we need.

I like all aspects of Issuetrack. It keeps me on point with customer issues.

The ability to seach, find and deetermine our response towards issues

Permisssions during setup could be easier

What I liked the most is ability to configure custom processes per team.
Also if team-specific setup worked good for single team, it was easy to share it with other teams.
Most of our clients liked escalation feature. As we were a small team, sometimes reminder that some issue is on hold is too long on hold worked as additional motivational factor.
We also liked a feature, that allowed to set up custom rules for issues assignment. E.g. if someone is good at something or someone's action/approval is the first step of something, some kind of issues goes to him/her automatically.

They are good when you use only current set of features and experience no issues.
As soon as you experience an issue or wait for their software upgrade, timelines are really unpredictable (company has been working at different pace allover the time).

The cost of the product is a huge seller, especially when compared to similar products on the market. Their customer support and sales team are easy to work with and quick to resolve issues.

Very basic solution that requires extensive periods of time to pull reports from (they have to be manually created) and to customize/maintain. IssueTrak does not check back on a regular basis to reevaluate/reassess how their customers are utilizing the product and if there is any improvements they can help them make.

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..

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.

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

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.

how easy it is to use and the support staff. they are always friendly and willing to go above and beyond to address my issue. i may call them for help 1 or 2 times a year. that is how great the product is

the asset tracking needs help. it does not clean itself up and the tools to work on it all have to be done in SQL instead of a gui interface to do maintenance on it.

Stability, web-based, AD authentication, available features, optional modules, customizability

Occasional problems with KB articles not being editable after creation

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.

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.

Used daily as a organizational communication routing tool. I like going to a single location to document and having the data routed as needed to the appropriate recipients. I like the escalation process built in.

The reporting could be a lot better. The reporting options need to be more clearly defined, "how to".

A very reliable Help Desk and Support System which gives room for flexibility. very easy to use ones its set up. is very user friendly.

have been using this for a while haven't had a any flaws yet but at times it slows. Aside that this is a fanastic support system and will recommend to any one to try it.

Easy to administer and configure
Good rich feature set and customization
Customer support is excellent

Would be nice to have a custom landing screen, for self help.
It would be nice to support concurrent licensing

The ease of use. First off it's easy to setup and maintain. Once it is setup it's like set it and forget it. It just works.

Really no cons about this product.

Knowledge Base, sends out email and text alerts when a new issue comes in, and the Support people are THE BEST! Having a database there of all OPEN and CLOSED issues. The ability to send out mass emails to all users.

Once it is customized it is easy to use.

Figuring out how to customize ticket presentation and limits of doing so.

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

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

The software support makes the software as valuable as it is. Anytime I have an issue, I can call and receive great customer support every time!