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Reviews Summary
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Recent Reviews (sorted by date)
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Customer Support and Training Manager
Welligent |
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Pro's
The application is very easy and intuitive
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Con's
I don't always receive notifications when a customer responds, or closing an issue.
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Overall
Pretty good application.
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Using version 9.6
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Project Specialist
rite aid |
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Using version 9.6
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Manager of Information Systems
for Mettler Toledo Hi-Speed
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Pro's
Elegantly simple interface, yet has a depth of features for those that which to take the product to more complex levels.
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Con's
We find the email portion to be a bit too "chatty" relative to tasks. We have some issues that contain a couple of dozen tasks, and receiving a separate email for each assigned tasks seems rather inefficient. We would like to see multiple tasks grouped together in one email notification wherever possible.
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Overall
With many years of experience in IT, I have to say that IssueTrak stands out as _THE_ shining example for others to follow. The product has been rock-solid and fits our needs perfectly. The support has been world class. The support folks at IssueTrak are not only techniucally astute, but everyone there seems to also have the ideal demeanor and personality for handling customer support. For the rare occassions where we do need support, I always hang up the phone wondering where IssueTrak gets all these great people!
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Using version 9.6
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Director of Information Technology
for Girl Scouts of Northeast Texas
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Pro's
SQL database is easy to mine for information used in other ways. Active Directory integration is excellent and minumizes management effort. Excellent technical support staff!
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Con's
Would love to have more scripting ability to add intelligence to tasks.
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Overall
Indespensible workflow management tool. IssueTrak brings accountibility and closed loop customer service to I/T, business services, docuemtn production, human resources and other departments.
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Using version 9.5.5
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Web Developer
County of Los Alamos |
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Pro's
The software is very clean and problem free. We've been running it for a whole year now and have not experienced any issues. At deployment there were no complaints, so the software proved to be very intuitive at the start. The support we have received has been very efficient and excellent. It is wonderful that I can call and within 5 minutes get contacted for support. I am glad we went with IssueTrak.
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Con's
I am sure you are all working on a .NET version.
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Overall
The software is very clean, intuitive, and quality oriented. I have not received any complaints regarding its use. It met our needs and integrated well with our processes. The documentation is very well-written and organized. In addition, I love the help button in IssueTrak that takes you straight to the documentation related to the feature you have a question about-very thoughtful. The technical support is phenomenal. I couldn't imagine a product out there with the same quality as this one. All I ask is you write a book about IssueTrak's philosophy on software development and customer service or have an annual product conference.
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Using version 9.6
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Customer Relations Specialist
Cintas Corp. |
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Pro's
1) Having the availabilty to customize to our needs
2) Reporting Capabilities
3) When we first started using IssueTrak, we weren't sure how the
Quick Pick and IEM features would work for us, so we never used
them. We just started using them within the last 2 weeks, and I am
kicking myself now for not looking into these features earlier.
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Con's
1) Can only assign groups of issues to yourself, and not anyone else.
This feature would save us at least an hour or two a day.
2) When you assign an issue to yourself, the automatic e-mail is NOT
sent. This forces the assignee to go in and manually send the e-mail
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Overall
Overall, we love IssueTrak! I am a raving fan, and have showed this system to other departments within Cintas to show them what a great tool it is! There is one other department that is in a testing period right now!
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Using version 9.6
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Manager, MIS
Mar Cor Purification, Inc. |
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Pro's
Excellent support.
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Con's
nothing significant. I would like some features or changes but i can say that about any software.
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Overall
Solid dependable product.
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Using version 9.5
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Hmis Technical Support
for Coalition for the Homeless
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Pro's
The software has helped our company resolve issues in a timely fashion. The reporting component in the software is outstanding.
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Overall
IssueTrak is easy to use and the support department is great.
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Using version 9.6
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Applications Specialist
Minnesota Medical Foundation |
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Using version 9.6
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Operations Manager
for Alaska Neurology Center LLC
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Pro's
Very flexible and dynamic programming foundation.
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Con's
None
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Overall
Great software!
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Using version 9.6
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Director of Technical Support and Training
for International Species Information System
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Pro's
Simple to use and customize; very robust; scaleable; pleasant UI; OUTSTANDING customer service.
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Con's
I actually can't think of any.
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Overall
We searched long and hard to find a system that worked for us and our budget. IssueTrak met all our needs, and responds immediately when we have any trouble at all. I cannot recommend them highly enough.
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Using version 9.6
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Lead Network Engineer
for Advanced Network Solutions
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Pro's
Issuetrak met our needs until we needed a fully integrated system that integrated with accounting, procurement and monitoring.
Issuetrak still has a lot of features that our new ticket system doesn't have or is lacking.
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Con's
Not a PSA tool that integrates with monitoring.
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Overall
Great product and great features. Extreme ease of use and ease of system administration!
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Using version 9.6
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Sr. Analyst
PECO Energy |
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Pro's
Flexability of program.
Tech Support - Tech Support - Tech Support!
Willingness to support program & customer suggestions.
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Con's
Flexability - Add more. You are moving in the right direction to build more program flexability into IssueTrak.
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Overall
Highly recomended!
Great Issue Program with good flexability that can be customized to meet customer's requirements.
Unlike MS Access - Issue Trak provides a consistent Look & Feel with sufficient program flexability without the intricate and complicated setting / commands that become a support burden.
Keep up the good work & continue to develop and advance your product.
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Using version 9.6
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Systems Analyst
City Bank |
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Pro's
It's simple, and gets the job done. Doesn't require random maintenance to keep IssueTrak up and running.
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Con's
Some advanced features are difficult to setup and get running.
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Using version 9.6
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Computer Support Technician
for Taft College
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Pro's
Wonderful product. Makes it possible to have inventory of assets, buildings, rooms, software (both licensed and installed), all in a setup where things can be related to each other and then to work orders and linked to a person submitting the work orders.
Tracking of labor hours and parts used for a specific project, work order, or both.
Can create work orders from incoming email a big bonus for us as thats how many are sent from our previous setup.
Custom reports can be made to be sent to email on a routine basis.
Can generate invoices for billing from woirk orders.
Survery Module (although we don't have it I have toyed with it and it is a good tool)
Excellent Support team that is quick to respond, knowledgeable, and eager to assist.
Scan PC feature which can be automated to keep track of Windows based computer information.
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Con's
As with anything there is always room for improvement. I'd like to see an on hand inventory type system that is as customizeable as the rest of the product so we can track things on hand such as printer cartridges, USB/monitor/power cables etc to keep an on hand supply that can be updated as things go out and more are purchased to replinish.
There are also some areas of how things were designed that work but could be done a little better such as text entry where a drop down or a pre-populated list would be more appropiate.
The administration area of the software needs more grainular control so that specific features can be allowed or disallowed to specific users or groups.
Software License data is not very secure in the database as all license info can easily be viewed or downloaded to an excel spreadsheet by an user with asset managment permissions.
Would like to see more customization options on how to handle incoming emails maybe based on key words to assign specific work order (Issue) types or maybe even default certain flagged words to a "Quick Pick" (predefined settings on a work order).
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Overall
Excellent product with a team that makes a real effort to listen to their customer base in an effort to improve their end product. Excellent customer support and a lot of great features in one product.
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Using version 9.6
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Application Specialist
Minnesota Medical Foundation |
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Using version 9.6
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IT Technician II
for County of Chemung
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Pro's
Full-featured product. Highly configurable.
Excellent support team.
Continuous feature enhancements.
Web-based.
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Con's
Report creation can be a little hard for beginners to grasp.
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Overall
The BEST technical support I have ever worked with!
Great product, with continuous feature enhancements, in a highly configurable environment. I can't wait for the .NET product to come out.
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IssueTrak Response
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Lisa Strack, Marketing Director
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We recently created a video demonstrating step by step how to create reports using the Report Writer.
Report Writer Tutorial Video |
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Using version 9.6
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project specialist
rite aid |
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Pro's
i like how there seems to be a IssueTrak family. The willingness to work with our company is awesome. IssueTrak listens to their clients.
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Con's
new releases are buggy and don't seem to be tested well
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Overall
i really like it and will continue to recommend it.
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Using version 9.6
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Senior Analyst - Client Support
Complete HealthCare Resources |
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Pro's
Constantly staying with the fast-paced world of technology
Ease of use
Outstanding customer support
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Overall
Great product
Never an problem to work with someone within the organization (always talking with a friendly person)
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