Issuetrak

Logiciel de suivi des problèmes pour le service d'assistance et le service client

4,5 /5 (152 avis) Donnez votre avis !

Issuetrak - Présentation

Description du logiciel Issuetrak

IssueTrak est un logiciel haute performance de suivi des problèmes et de gestion des processus métier (BPM). Il est déployé avec succès depuis 20 ans par des milliers d'entreprises dans le monde entier dans les domaines de l'informatique, de la santé, des finances, de l'hôtellerie, du gouvernement, de l'armée et des organisations à but non lucratif. Parmi ses clients figurent Ralph Lauren, Pepsi, UPS, Verizon, le département américain de la Défense et Raytheon.

Le logiciel vous permet d'attribuer automatiquement de nouveaux problèmes en fonction de vos préférences et vous fait gagner du temps en vous proposant des formulaires préremplis pour les problèmes récurrents que vous définissez vous-même. Vous pouvez affecter des tâches à toute personne voulue dans votre organisation, créer de nouvelles tâches ou sélectionner un groupe de tâches prédéfini à ajouter à un problème. Les problèmes signalés par e-mail sont instantanément suivis en fonction de leur contenu et sont attribués automatiquement ; toutes les correspondances ultérieures sont enregistrées automatiquement dans le même problème.

Les accord sur les niveaux de services (ANS) sont définis et suivis, avec des alertes e-mail pour les échéances proches. Les mesures de performance sont rapidement examinées dans un tableau de bord personnalisé en fonction des indicateurs de performance clés que vous avez sélectionnés.

Auditez, enregistrez et maintenez automatiquement des données sur vos actifs informatiques, avec des actifs liés à des utilisateurs spécifiques ou des utilisateurs liés à des actifs. La recherche d'actifs ou les rapports intégrés vous permettent de localiser rapidement des éléments, de détecter les tendances et de récupérer des informations détaillées sur vos actifs informatiques et non informatiques.

Issuetrak - Présentation

Prix

À partir de
100,00 $US/mois

Types de licence

Essai gratuit
Licence unique
Abonnement
Rapport qualité-prix

Issuetrak - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
États-Unis, Canada, Royaume-Uni, Australie, Inde et 4 autres, Japon, Allemagne, Brésil, Mexique

Médias

Project summary - IssueTrak
Submit Issue - IssueTrak
Dashboard - IssueTrak
Issuetrak Homepage
Capture d'écran pour Issuetrak : Project summary - IssueTrak Capture d'écran pour Issuetrak : Submit Issue - IssueTrak Capture d'écran pour Issuetrak : Dashboard - IssueTrak Capture d'écran pour Issuetrak : Issuetrak Homepage

Issuetrak - Avis

Issuetrak - Avis

Note globale
4,5
/
5
Excellent
96

Très bien
47

Moyen
8

Médiocre
1

Mauvais
0

Rapport qualité-prix
4,5
Fonctionnalités
4,4
Simplicité d'utilisation
4,4
Support client
4,7
94% des utilisateurs recommandent cette application
Valery K.

Very good experience, but not excellent. Does a fantastic job at what it's supposed to do.

Resolves the complexity of tracking issues.


Traduire avec Google Translate
King L.

IssueTrak has allowed me to document and resolve IT requests in a timely manner.

When I was hired as an IT Tech Support for Old Wisconsin Sausage, I was told that all IT requests for assistance was done through email and phone calls. They did not have a ticket system set up for users to submit tickets. This forced me to prioritize and document multiple requests using Microsoft Excel and other applications to help me stay organized. I had many instances of where I would be on my way to assist a user, only to be stopped in the hallway by another user requesting my assistance. I would feel obligated to assist the user in the hallway, because customer service is something I am passionate about and couldn't say no. Other times there was a higher priority that needed my immediate attention, the user I was assisting at the moment could not understand why I was leaving to assist another user when I did not resolve their issue first. IssueTrak has eliminated many of the miscommunication and created a more standardized operating procedures for me. It has allowed me to stay connected with my end users by following up on the many IT requests. IssueTrak is a tool I use daily to deliver excellent customer service in a timely manner. It helps me stay organized and has given my end users confidence that their submitted issues are a priority for me to resolve. When I use IssueTrak, I feel that it helps me go above and beyond for my end users. It's a great software that I will be using for along time. The many features and benefits are plentiful.


Traduire avec Google Translate
Justin E.

Horrible for anything but canned actions


Traduire avec Google Translate
Chad M.

Maillie Review of cloud base issuetrak - Chad Mohr

Before I was hired, Maillie was using no help desk software at all. We are a 100 person small accounting firm. I came from a 400 person pharma company in which I used and configured 4 help desk software before. I have used before Remedy, HP service center, Cherwell, Lifetime, and Frontrange ITSM. I am ITIL v3 certified and this product helps follow some of the ITIL methodologies. We trialed 8 hd systems. I deployed IssueTrak cloud to Maillie at end of Sept 2014. Our employees are gravitating to the system, we now average about 200 issues a month. The pros are:-easy setup/configuration. I did our company configuration needs in about 2 weeks, with the setup of mostly issue types and subtypes. The setup training was easy to follow and I didn't need all the hours. I revisited the hours when I was ready to make templates/forms for things like New Hire Requests. Sync to AD worked after you get the certificate loaded properly. We are using the asset trackpc.exe which pulls from a batch file at login the client and server machines info. Reports have been easy to generate and export to excel. We use tasks for access approval, software request, hardware request and change control. We now know who is approving it and when. Creating a kb article from a ticket is easy. Escalating an issues to a global issue and then linking issues to that global is very easy and it closes and updates notes with any modifications from that global issue. IssueTrak Support has been quick, effective and easy to talk to. I can tell IssueTrak invests money and time into their product they do take suggestions from their clients. The Cons are: sometimes a lot of windows get opened and then it's difficult to find screen you need. Everything works downwards on the page, the more fields you add the lengthier it gets. Be nice if you could just make fields go in open spaces on the page. When submitting an issue you should fill it out from top to bottom because if you have any custom screens, it changes the screen and fields below then are wiped.IE settings have to be set to show content. If two people have the same issue open, the last save takes presidents. Devices that cannot run trackpc.exe need to be entered. When submitting an issue, it would be nice if it automatically suggested a kb and not have to click the KB link which takes you away.
OVERALL, I am very pleased with IssueTrak and I would recommend it to anyone because it makes configuring, deploying and using hd software easier.


Traduire avec Google Translate
Elisabeth H.

Absolutely fantastic issue tracking solution - works great for both staff and customers!!

Issuetrak replaced another system that was not at all customizable and just wasn't meeting our needs. From the start, their team was super helpful with the (really easy) set up and everything that followed. Our customers loved it and so did our entire team.


Traduire avec Google Translate
Valery K.
Secteur d'activité: Administration publique
Taille de l'entreprise: 201-500 employés
Traduire en français
Traduire en français

Very good experience, but not excellent. Does a fantastic job at what it's supposed to do.

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 08/02/2018
Provenance de l'avis : Capterra

Resolves the complexity of tracking issues.

Avantages

Quick, simple, and has plenty of features. Allows for precise control over each issue. Very responsive interface. Has fantastic customer support.

Inconvénients

Development seems to be a bit slow on adding features, Short Term is set as within a year, which is of course reasonable, but Short Term is more like two weeks sprint, but that's personal opinion and experience.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

King L.
Secteur d'activité: Services et technologies de l'information
Taille de l'entreprise: 501-1 000 employés
Traduire en français
Traduire en français

IssueTrak has allowed me to document and resolve IT requests in a timely manner.

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 09/11/2017
Provenance de l'avis : Capterra

When I was hired as an IT Tech Support for Old Wisconsin Sausage, I was told that all IT requests for assistance was done through email and phone calls. They did not have a ticket system set up for users to submit tickets. This forced me to prioritize and document multiple requests using Microsoft Excel and other applications to help me stay organized. I had many instances of where I would be on my way to assist a user, only to be stopped in the hallway by another user requesting my assistance. I would feel obligated to assist the user in the hallway, because customer service is something I am passionate about and couldn't say no. Other times there was a higher priority that needed my immediate attention, the user I was assisting at the moment could not understand why I was leaving to assist another user when I did not resolve their issue first. IssueTrak has eliminated many of the miscommunication and created a more standardized operating procedures for me. It has allowed me to stay connected with my end users by following up on the many IT requests. IssueTrak is a tool I use daily to deliver excellent customer service in a timely manner. It helps me stay organized and has given my end users confidence that their submitted issues are a priority for me to resolve. When I use IssueTrak, I feel that it helps me go above and beyond for my end users. It's a great software that I will be using for along time. The many features and benefits are plentiful.

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Justin E.
Secteur d'activité: Conseil en gestion
Traduire en français
Traduire en français

Horrible for anything but canned actions

Publié le 30/09/2015
Provenance de l'avis : SoftwareAdvice

Avantages

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.

Inconvénients

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.

Note détaillée

Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 3.0/10

Chad M.
Traduire en français
Traduire en français

Maillie Review of cloud base issuetrak - Chad Mohr

Publié le 16/03/2015
Provenance de l'avis : Capterra

Before I was hired, Maillie was using no help desk software at all. We are a 100 person small accounting firm. I came from a 400 person pharma company in which I used and configured 4 help desk software before. I have used before Remedy, HP service center, Cherwell, Lifetime, and Frontrange ITSM. I am ITIL v3 certified and this product helps follow some of the ITIL methodologies. We trialed 8 hd systems. I deployed IssueTrak cloud to Maillie at end of Sept 2014. Our employees are gravitating to the system, we now average about 200 issues a month. The pros are:-easy setup/configuration. I did our company configuration needs in about 2 weeks, with the setup of mostly issue types and subtypes. The setup training was easy to follow and I didn't need all the hours. I revisited the hours when I was ready to make templates/forms for things like New Hire Requests. Sync to AD worked after you get the certificate loaded properly. We are using the asset trackpc.exe which pulls from a batch file at login the client and server machines info. Reports have been easy to generate and export to excel. We use tasks for access approval, software request, hardware request and change control. We now know who is approving it and when. Creating a kb article from a ticket is easy. Escalating an issues to a global issue and then linking issues to that global is very easy and it closes and updates notes with any modifications from that global issue. IssueTrak Support has been quick, effective and easy to talk to. I can tell IssueTrak invests money and time into their product they do take suggestions from their clients. The Cons are: sometimes a lot of windows get opened and then it's difficult to find screen you need. Everything works downwards on the page, the more fields you add the lengthier it gets. Be nice if you could just make fields go in open spaces on the page. When submitting an issue you should fill it out from top to bottom because if you have any custom screens, it changes the screen and fields below then are wiped.IE settings have to be set to show content. If two people have the same issue open, the last save takes presidents. Devices that cannot run trackpc.exe need to be entered. When submitting an issue, it would be nice if it automatically suggested a kb and not have to click the KB link which takes you away.
OVERALL, I am very pleased with IssueTrak and I would recommend it to anyone because it makes configuring, deploying and using hd software easier.

Traduire en français

Réponse de Issuetrak

Chad, Great product review. Regarding the request to have IssueTrak automatically suggest a KB solution....I've seen that functionality demonstrated in a recent developers meeting. Just saying.... Customer feedback really does help define the product. Thanks again, Tony

Note détaillée

Simplicité d'utilisation
Support client

Elisabeth H.
Secteur d'activité: Logiciels
Taille de l'entreprise: 11-50 employés
Traduire en français
Traduire en français

Absolutely fantastic issue tracking solution - works great for both staff and customers!!

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 03/05/2019
Provenance de l'avis : Capterra

Issuetrak replaced another system that was not at all customizable and just wasn't meeting our needs. From the start, their team was super helpful with the (really easy) set up and everything that followed. Our customers loved it and so did our entire team.

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 10.0/10

Recommandation utilisateur
8,9/10
Basé sur 152 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Issuetrak - Prix

Issuetrak - Prix

À partir de
100,00 $US/mois
Essai gratuit
Licence unique
Abonnement
Rapport qualité-prix
Rapport qualité-prix
4,5/5
Basé sur 152 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Issuetrak - Fonctionnalités

Issuetrak - Fonctionnalités

API
Alertes et remontée des problèmes
Chat
Communication multicanal
Enquêtes et feedback
Gestion de la base de connaissances
Gestion des flux de travail
Gestion des tickets de support
Intégration CRM
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Messagerie instantanée
Monitoring
Notifications automatiques
Portail libre-service
Rapports et statistiques
Stratégie de marque personnalisable
Surveillance en temps réel
Tableau de bord d'activités
Fonctionnalités
4,4/5
Basé sur 152 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Issuetrak - FAQ

Issuetrak - FAQ

Voici quelques-unes des questions fréquentes sur Issuetrak.

Q. Quels sont les types de licence disponibles pour Issuetrak ?

Types de licences disponibles pour Issuetrak :

À partir de: 100,00 $US/mois

Type de licence: Licence unique, Abonnement

Essai gratuit: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel Issuetrak ?

Nous n'avons pas d'informations sur les fonctionnalités de Issuetrak.

Q. Qui utilise Issuetrak ?

Utilisateurs habituels du logiciel Issuetrak :

PME, Administration publique, À but non lucratif, Entreprises de taille moyenne

Q. Dans quelles langues Issuetrak est-il disponible ?

Nous n'avons pas d'informations sur les langues prises en charge par Issuetrak.

Q. Quels sont les types de licence disponibles pour Issuetrak ?

Types de licences disponibles pour Issuetrak:

Licence unique, Abonnement

Q. Issuetrak prend-il en charge les appareils mobiles ?

Nous n'avons pas d'informations sur les appareils pris en charge par Issuetrak.

Q. Avec quelles applications Issuetrak peut-il s'intégrer ?

Nous n'avons pas d'informations sur les intégrations offertes par Issuetrak.

Q. Quelles sont les ressources d'aide disponibles pour Issuetrak ?

Ressources d'aide disponibles pour Issuetrak :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo