Help Desk Software

IssueTrak’s help desk software solution is powerful enough to make a difference in any organization, yet simple and easy to use. With IssueTrak’s 100% Web based, customizable help desk software you can:

Streamline your service desk procedures

  • IssueTrak's help desk software will automatically assign new issues based on your preferences.
  • When entering a new, but repetitive issue, you can select a pre-filled issue from a drop down menu and only have to enter specific information about the issue.
  • Create tasks or select a predefined group of tasks to add to an issue. Tasks can be assigned to anyone in your organization and can even be given dependency levels.
  • Send notifications to members of a distribution list when specific issue types are submitted or other actions occur.
  • When a new issue comes in via email, IssueTrak creates a trackable request based on the emails content, and then automatically assigns the issue. IssueTrak's help desk software will also keep track of all subsequent email correspondence inside of the issue.

Easily assign, track and manage IT support requests

  • Administrators can define service level agreements and monitor compliance. Email alerts are sent to individuals or groups when your defined service deadlines are approaching.
  • IssueTrak’s help desk software is 100% Web based and zero footprint. No installation on individual computers is necessary and IssueTrak is easily accessible through a web browser to submit or check status of a support request.
  • Customize your dashboard to show the metrics you care about the most. Easily see the number of unassigned, open and escalated issues, average response time, and open incidents by assignee, type and priority.

Manage your IT assets

  • Automatically audit, record and maintain information about your assets in IssueTrak’s help desk software.
  • Assets can be linked to users and when resolving support requests related to an asset, you can associate the issue and asset and view its software and hardware components.
  • Use the asset search capability or built-in reports to easily locate items and detect trends, retrieve detailed information about your IT and non-IT assets.

Create and run reports

  • The reporting options available in IssueTrak's help desk software stretch as far as your creativity will allow. Create and run reports on numerous data fields to use in your IT decision making.
  • Schedule reports for delivery to specific people in your organization via email.

Increase end user satisfaction

  • Your users can submit issues via email or their web browser and check on the status of their issue anytime, anywhere without interrupting your help desk staff.

Manage knowledge base articles and issue solutions

  • Maintain a collection of resolved issues right at your fingertips. Search your open and closed issues and help desk requests based on one or numerous fields.
  • Create knowledge base articles from resolved issues instantly or write them from scratch.
  • Email knowledge base articles to customers with open incidents or allow staff and customers to search your knowledge base articles to help them resolve issues.

View complete Help Desk Software feature list.

To see an online demo, request pricing or contact an IssueTrak representative please fill out our online request form.