“I was pleased at the superb and professional service provided for our crisis situation. The explanation regarding the what and how the breakdown transpired was easy to understand. I am content of the end result. Due to the repairs that were made the program seems to be working a lot better and faster.”
“Your customer service remains the best I've ever experienced. Thank you so much.”
“As I've said before, you have the best technical support around. Quick response, easy to understand technicians. Our tech this morning was very pleasant and competent.”
“Our users were testing a newer version of IssueTrak and found a glitch with the application. We are coming from a very old version of the software. This is my first time really working with the application and not too familiar with it...so I was having difficulty finding what I needed in the Knowledge Base, and had to call support directly to describe the issue. Turns out this glitch was a known issue and fixed in the newest release. Kevan, not only found the problem and solution, but walked me through everything I needed to know to upgrade my test site to a newer version, made recommendations on how I could find information quickly, how to access Professional Services if needed, and assured me if I had any troubles at all I could get live assistance. What really surprised me was the thoroughness of documentation Kevan provided in the case itself. I know if I have to look back on something 6 months from now, I won't have to worry about forgetting anything. Your tech support world class! Thank you!”
My organization has really benefitted from utilization of this software. Your team has been amazing to work with!
Issuetrak is one of those set and forget programs that just works. We use it extensively to track technical and building maintenance issues for our 100+ users. If we do have an issue, technical support answers quickly, are easy to understand and very knowledgeable. Love it.
“I don't have a lot of experience with IssueTrak, but it seems fairly intuitive so far. I really like how responsive and help your technical support staff is though. Thanks!”
“Thank you for the prompt response that was exactly what I needed and should help greatly in our use of the tool and internal productivity.”
Ease of tracking issues in our organization.
“IssueTrak support is always prompt in responding, friendly in interactions, and fixes the issue. I wish all of our vendors were as responsive.”
“The service response & solution was super quick. I never expected to have my questions answered on the same day we asked for some assistance in checking into some issues we were seeing in our data - but then it was also immediately corrected with no delays. Absolutely great customer service, thanks.”
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.
Not only do we use IssueTrak as an IT Helpdesk tracking software, but we've expanded out to tracking Facilities, Human Resources, and Finance requests. We also set up a second installation to manage client referrals for services- using the second install allowed us to separate the confidential data. We've been happy with the flexibility and it's definitely meeting out needs!
"This is, by far, the best technical support I have ever experienced. Every agent is fully knowledgeable in the product, and provides to-the-point solution without wasting any time. Also, I've never seen a company letting their clients to technical support that fast and that convenient. Every time I call, it's just about pressing a '2' and I'm talking to someone within seconds. Absolutely fantastic! Way to go IssueTrak!"
“This is the second time I've had to contact Issuetrak support. Once was a problem upgrading our test server and this time our AD account was locked out. Both times, the technicians were helpful, efficient and friendly. They called me back right away and stayed on the line until the problems were solved and tested. They also helped me to understand the system better so I'll be able to do more myself in the future. Thanks so much Julian!”
"I was very new to issuetrak, but over the past few days I have learne more about issuetrak and found out about some features that I did not know about, and added enabled some. Everyone I worked with was very helpful and patient. I am super pleased with everything."
"Thank you for your assistance! A+ and speedy support. Everything is now resolved and moving in the right direction!"
“Travis wound up with me twice in one day and was as patient, friendly and knowledgeable the second time as the first. Besides being a great issue-tracking product, a big draw for me to introduce IssueTrak to my (newish) work environment is the IssueTrak support experience I had for years at my previous employer."
“Worked with Tom Hrabchak. He was excellent to work with and went above and beyond with our on prem migration to cloud. He was very thorough, concise, and no question went unanswered. He was willing to even recreate all his work from Azure to AD FS after we discovered through testing it would make our user experience more pleasant when singing on to the new cloud system. Thanks Tom, great job!”
"I suggest that your staff consult with other vendors on how to handle customers. Your team is well above the rest when it comes to serving your customers. You definitely raise the bar for me to achieve for our company."
we are currently trying to get the rest of the company to standardize on Issue Trak for all departments
"I worried my issue would not be understood when I submitted it. I was expecting a back-and-forth to narrow down what I was asking. I was wrong. My issue was understood, and the recommendation was precise and solved the problem! I am very appreciative!"
"Kevan and the team were super helpful. They helped to identify some work arounds to address my needs, which in my opinion went above and beyond what they needed to do. The Issuetrak support team is always so response and helpful! I really appreciate them!"
Using them now is the second time I used them. Once in my previous job and now here. In my previous job I switched from them to SysAid - and in my present job I switched from SysAid to Issuetrak. I did this because Issuetrak offered me greater flexibility to manage various cost centers within a single application in the most efficient and usable fashion.
"Issuetrak initiated the notification of our email server failure. I so appreciate their initiative to notify me in order that we could resolve it quickly. I may not have noticed anything for even more time to come. Thank you!"
"Julian was EXCELLENT to work with on this issue!! He was helpful, friendly, able to work around my remote session issues quickly and without frustration, and just overall provided top notch customer service. When issues are frustrating for us and our customers, it really helps to have vendor support like his. Thank you!"
Although I rate Issuetrak highly, by star reckoning, all categories look equally strong. This is not the case. Where these folk truly shine is in the Customer Support arena. These guys rock! And, they use their own software. Submitting an issue with them is just like what we do in our office. And seeing how they use their product gives us a better understanding how we may do things. Its great! Please forgive my hasty opinions. I've only been using their product for almost 20 years. I could be wrong. BTW: We're hosted in the cloud now. Yeeha!
Our biggest issues is US keeping up with the versions. We use this primarily for our IT Development requests and problems. We report quarterly on it for issues completed and still in the works. My favorite thing is to get a question or request I know we have already answered/solved and to be able to search and find it quickly. It would be nice if search could include search for blanks or excluding certain selections. For example, I require programmers to put a "cause" in the issue. I want to find all the closed issues with a blank cause. If I leave cause blank in the search select, then it just searches for them all, no filter applied. But that is minor. It might also be nice to search for all except a certain value - sometimes. Not critical. Overall I am so happy to have this. When I installed it and implemented it my boss said it was temporary as he did not think it could handle what was needed. Nine years later we are still using the product.
"As an IT Manager I know what excellent support is, and you guys have nailed it every time I've contacted you. Nice work!"
"Danny was so great and personable, I was having a really bad morning and his ease with helping me and my issue really made my day. I love issuetrak and use it all day everyday, I wouldn't use another program."
Overall great experience and company is customer focused. The demo clearly highlighted the functionality. We were looking for a solution to track changes across our enterprise applications. The time to buy, implement and begin using is relatively fast.
we used in my work to upload some request to the international holding to process between the other entities in Europe that the revenue is shared for some services
“As always the tech support of Issuetrak is phenomenal. We have partnered with you for many years and each year has gotten better.”
it tracks every issue in our business. we rely on it all day long, 7 days a week and tickets open whether done by email or phone.
"Thanks so much for following up - it's unfortunately pretty rare that tech support does that and I appreciate it. thanks,"
“Just the best interaction of my day!”
“Another great experience! The support person was extremely gracious, kind and helpful. I cannot say enough about how wonderful the customer support staff is to us.”
“A voice of calm in our panic! Step by step instructions and advice helped us tremendously. Thank you very much!”
"Since starting with issuetrak I have contacted support many times. They have always been both helpful and professional. Thank you!"
“I am truly impressed with how quickly support is provided. Thank you so much for your outstanding service.”
“We have used your software for 6 years and still love it. I would recommend it to anyone looking for an ticketing/asset management system. Support everyone is very friendly, kind, and issues get resolved very quickly. Thank you Issuetrak team."
IssueTrak is very flexible and lets us set up user-defined fields for our specific needs. It also lets us search through them, making old issues that reoccur easy to find.
We have been using IssueTrak for about three years now. We began using it as an issue tracking system for company and since it has evolved into so much more! We are now using it for IT/HelpDesk issues, Customer Service, and our VendorHelp platform. Any time we have a problem or need help with something with the site, the support team at IssueTrak is always prompt in assisting. I would recommend this to anyone and give 5/5 stars!
Easy to use and implement, excellent product support. Good product to be able to search previous issues. Would like a little bit better product on the asset management side, perhaps a mobile app that could be used to scan devices into inventory and/or create a help desk ticket?
“As always, the support we receive from your staff is second to none. I am contacted quickly after opening a support ticket and staff are quick to resolve issues. Thank you!"
“The level of service provided by the customer service agent was excellent. She understood the issue I was having and began analyzing the situation quickly. She explained the problem and provided detailed steps needed to resolve the issue. The agent was even willing to stay on the line while I tried the steps. A follow-up email was sent to check to make sure there were no other issues. I am extremely satisfied with the level of professionalism and service provided.”
“I have only been with the Credit Union for about a year and this was the first time I have used IssueTrak support. I have to say, that it was one of the best support experiences in my 25 year career in IT. Dawn was awesome and very helpful.”
“I have been the admim for our Issue Trak system for 8 years. Your support team has always given me excellent service. I wish the other systems I work with were as good. Thank you Julian, Dino and everyone else that is always there to help!! (Sorry I can't think of everyone's names :) )"
IssueTrak support is top notch! They are very responsive, helpful, and knowledgeable. I wish all companies had support this good!
“Y'all rock as always, folks are knowledgeable, quick to communicate, and capable.”
“As always, I appreciate the excellent customer service. Every tech I work with is so knowledgeable and always so very well prepared. Outstanding!”
I sound like a broken record, but...... IssueTrak provides the best support of any vendor I've worked with. The response is always fast, professional and complete. Thank you IssueTrak. And this time, thank you Danny.
“My interactions with Issuetrak Support have always been excellent. I am able to speak with a Support Specialist with little to no wait time. The Support Specialists have always been polite, friendly and very knowledgeable, which makes the process of troubleshooting or fixing an issue less stressful. Thank you for everything!”
“Patrick was very patient with some tech issues that arose on my end, stayed on the horn longer than scheduled to make sure the work was done, and was very patient with some complexity created by Regenstrief's unique relationship with Indiana University as our IT vendor. Overall, the experience could not have gone better from the Issuetrak side.”
GUI is a bit overwhelming. Grouping agents are a bit confusing.
“My experiences with IssueTrak support have always been spot-on. Problems are usually identified and resolved very quickly.”
This software is super easy to use, very customizable, and reliable. We love it at work! Never crashes on us.
We would have a more difficult time with communication with our clients without this central tool for our business.
"Took the time to go through multiple questions and issues. Very thorough, friendly and knowledgeable as well as pro-active."
“I feel issuetrak is the best helpdesk system that i enjoyed the best in my 20 year career in IT.”
Transparency on issue resolution and reporting purposes.
We have used IssueTrak for many years. We have rarely had any issues. The product is polished and just plain works. The few times we have had an issue the IssueTrak support team has always been there to quickly get us up and running. They are always pleasant and very knowledgeable about the product.
“I am very pleased with the support I have received from IssueTrak so far. From the very start all of my questions were answered promptly and thoroughly. The techs even provided information that I would not have thought to ask. The documentation the techs and website provide is first class....I wish some of our other application vendors were this good!”
“Love Issuetrak support! Fast and top notch…”
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.
as an IT dept, we have used IssueTrak to maintain all our Inventory, Contracts, Contacts, setup automatic reminders for Renewals...used PC-Trak (until recently) for Inventory. we publish our internal info as KB articles and that comes in quite handy for little-used but very-important means of troubleshooting and knowledge transfer. their tech support is super-responsive and there hasn't been a problem with their product that couldn't be resolved....suffice to say, we really haven't had that many 'issues' with it anyhow. once you get your own concept down of the Hierarchy (global and such) then it's very simple to use...and customizable to way YOU want to 'think' or how u want to use it. we did eval several other products 4 years ago, when we choose this...and haven't looked back.
"You guys are my favorite support team! (I work with a lot of support teams...) You're professional, quick, and just plain awesome! Thank you for all you guys do!"
“Travis was extremely helpful. He knew the answer to my somewhat obscure question, and dug deeper to explain my options. Last he pointed me to a tutorial that I had not found on my own. Fantastic!”
“Keep it up! Super service.”
We've been using IssueTrak for about a month tracking issues, and having clear escalation paths and SLA's. This has helped us streamline our customer support efforts, and reduce duplication of effort. This is great issue tracking system!
“We've been using the product for years and rarely need to contact support - but on those rare occasions when we do, we're always satisfied with the support we receive.”
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.
“Both Customer Service agents were great! Enjoy the personal level attention your agents provide.”
The customer service, professionalism and support is phenomenal.
“I always have great support when I put in a ticket and today was no exception .. very polite and helpful as usual ... Thanks!”
Very customizable, and easy to use. Pulling reports on the fly is simple, as well as creating canned reports
We reviewed many different ticketing systems, and decided upon Issuetrak. The support we got is and was above and beyond. The system itself is super easy to customize, and easy for users to use. We use this product on multi levels, and as a project organizer. We love it. It has made tracking so much easier!
"They quickly and easily helped us locate the issue on their end. That helped us in our troubleshooting to find invalid auto-generated certificates that we needed to remove. The technicians were quick and on the ball, offering several ways to contact them for speedy configurations"
“Thanks to tech support and special shout out to Dan Flowers to taking the time out of his busy schedule to work with us to resolve our issue.”
“Response time from initial ticket submission to clarification was super fast. Resolution occurred the same night, with approval from me. Awesome job!”
“You are the best technical support/customer support of any vendor I have experienced. Thank you!”
The Functionality of Issuetrak is great to track on realtime.
"As I was telling Travis on our call today, I wish IssueTrak could train other companies on how to provide excellent customer service. Kudos to Travis and the support team for their efforts in resolving my last minute issues. "
We've been utilizing IssueTrak in our company for almost 8 years. The interface is simple for our users and the e-mail module makes it even simpler for them to create tickets. It's easy to reference closed tickets which especially comes in handy during our SOX audits. The custom reporting feature is great when needing to run metrics for upper management as well. All in all a solid product that has met every one of our needs on a day to day basis.
"I was very impressed with the professionalism and effectiveness. They were timely on scheduled meetings and very thorough. Even when we ran into an issue with the database, they resolved it promptly. An excellent experience, especially with an upgrade from an old version (10.3.7)."
The software allowed us to track our concerns coming in rather than them dropping through the gaps, the issues we experienced were e mails not being addressed quick enough or knowing how long they have sat with out attention.
“The level of expertise has not failed me yet, if any Tech does not know the answer they go to someone who does. I have always walked away happy, nothing is unresolved. I love they can remote in and or log in via cloud as an admin to see your instance for help.”
"Tom, provided the best service I had in a very long time, he listened to my request and assessed the issue in your application and when it was determined a solution could not be completed by conventional means, he consulted the professional services group and provided a workable solution. With other companies it would have stopped with "no cannot currently do what you are requesting". Hope to work with Tom again on future issues and/or questions”
We have only been using Issuetrak for a couple of weeks however, the program has already satisfied our need for tracking, reporting and escalating guest service issues. The possibilities seem endless with this program, you have the ability to do just about anything with it and we are still very green to the overall capacity. We LOVE it thus far!!!
“Issuetrak fills many needs beyond incident tracking. I always recommend this tool to my peers. The technical team at Issuetrak is always knowledgeable.”
“The technician was top notch and I was able to update our necessary Users to the multiple organizations as needed.”
Been using IssueTrak for a number of years and as the administrator I must say that it works great! We are a school district and use IssueTrak for our teachers and staff to report technical problems with their computers, phones, printers, projectors, and software. We love the easy way they can submit issues and track the progress of how that issue is being handled.
The support team is absolutely amazing! They are always Professional, Friendly and UNDERSTANDING! the product is straight forward but the setup and install can be overwhelming if you are not an avid SQL user.
We have been a customer for over 10 years and we would never switch. their support is peronal and always, and i mean always there with one focus, ME! I cannot say enough about IssueTrak, but since the beginning there has never been an issue that could not be resolved with one call. I highly recommend them to anyone needing a truly versatile and stable product
"Danny was terrific! I had a very complicated process that we were trying to implement, and Danny came up with a great solution to my problem, as well as answering some other questions that I had. This tool is capable of so much more than we are currently using it for and exploring new functionality every new project."
Issuetrak has a great workflow, with easy to set up templates, this allows us to manage requests in a timely manner and get tickets assigned to the correct person and closed in a reasonable amount of time.
"Service was great. They were willing and accomodating, and promptly responded to questions / concerns / issues."
“Kevan was amazing! I left the call feeling renewed sense of confidence in making the changes he recommended and assisted with. It was second to none customer service!”
"The support staff responses are always timely and right on point as related to my inquiry. It’s a pleasure to deal with such a knowledgeable and professional support team."
"I assumed it being the end of the day I would just be transferred to a voicemail or the ticket would be logged and I would have to wait for a call back. I was pleasantly surprised when a support agent promptly answered and waisted no time to remote in to view my issue. Quick service like this is hard to find in this industry. Thanks again for the prompt support."
"our tech support is probably the best support I receive from all the other vendors I deal with(quite a few). Always fast response time and always have the answer!"
"Very Fast Response! The technician was polite and quickly resolved our issue. THANKS. Have a great 2023!"
“The Issuetrak Support Team continues to provide professional, quality service each time I contact them. I appreciate all the help they have provided to me.”
I love the easy of use in all parts, from issue tracking, reports, asset tracking, and configuring
I was introduced to it over a year ago, and found it to be very useful.
"I am as ever blow away by your support team, especially the API team.”
"James was very helpful and offered to call after I had some confusion. He helped me solve my issue within the first five minutes of the phone call. He was super friendly! 10/10 great experience working with him."
"Your team of support is truly great, very patient, and always willing to resolve issues!"
Issuetrak is very user friendly. The GUI is so nice, easy to use and understand. Like with any new product, it does take time to find out all the options and how to set them up. The great thing is with their technical staff, if you forget how to do something, you really don't have to do much thinking, you call them up and they will help you. The guys are amazing, doesn't matter when you call or who you speak with, they are all very knowledgeable, Julian, Ryan, Chris and Patrick are all awesome. They almost always resolve my issues on the first call. It's only when I have to get back to them, that it take more than a day to resolve. There training staff is wonderful too, starting with Mike Wright. He's very easy to talk to, pleasant to deal with and very technical. He setup our ticketing system the way we wanted to and had it setup correctly the first time around. I would highly recommend Issuetrak for any of your ticketing system needs. It can do so much for your organization.
“ALWAYS a positive experience! Thank you for all your help.”
“Brand new customer and off to a great start.”
“Issuetrak support is top notch. Your primary concern is always to resolve the issue in a professional and timely manner.”
We have used Issuetrak for 7 years and it is the most reliable ticketing system I have ever used. It's a great product for tracking, escalating and creating tickets.
Issuetrak is a great software to keep track of all your issues and tickets. Users can send a ticket via email and IssueTrack will take that and categorize it for you. Once, categorized, it can go to a specific person or department. To add notes or close the ticket is really simple. A great way to keep track of outstanding issues. Easy reporting, as well.
We've been using it for years in the cloud. Easy set up and easy to use.
I like the fact that this software provides a central hub location for our entire company to tackle any issues that we uncover within our company.
“Kevan was really good at providing assistance, he was on time, providing step by step and instruct on how to perform the upgrade even though you guys have KB regarding this. Excellent service!"
My favorite part of issue track is that it allows multiple people to complete parts of a task in a very efficient way. Allowing the submitter to see the progress of the issue or task. Keeping all the records, notes, and documents for one issue in the same place. Overall I think this is a great tool and I cannot imagine some processes at our company without it.
“The Technical Support team are always very kind and professional. They assist throughout the whole process and explain the issue in terms easy to understand. I feel completely satisfied each time I contact support. Thank you!”
"Over the course of working with IssueTrak in a help desk environment for over 6 years I have not once received support that was not immediate, concise and effective. IssueTrak has by far the best technical customer service of any company in the world. I'm busy and do not have time to fill out this survey but I'll make time for the technical support team at IssueTrak. Your team is truly in a world of their own and should be recognized. Thank you,
Our organization uses IssueTrak for Helpdesk/IT issues to provide top-notch customer service, including the use of the Asset Management and Surveys modules and the Dashboard, Knowledge Base, and Projects features quite extensively. We have found IssueTrak to be quite capable of fulfilling all of our needs in these areas.
As Always i love issuetrack and how the system works, the system is extremely easy to use and the support team is always helpful with any issues we run across i would recommend this system to anyone
“Both Travis and Julian were a huge help in upgrading to the latest IssueTrak. Julian did an excellent job of troubleshooting the issue and providing a solution for our oversized db that prevented us from upgrading. Me being new to databases and a DBA in training, Travis was excellent at instructing me through a process that I was not very comfortable with but made it extremely easy. I greatly appreciate both Travis and Julian's help! Thanks again!’
"It's not often you meet a company that follows up on outstanding requests. It took a bit of time to get us migrated to a new server but the engineering and support staff kept us up to date and didn't get the sense they forgot about us. After the migration to the new server everything worked a lot smoother."
“I LOVE ISSUETRAK SUPPORT.”
“IssueTrak is one of just two companies I consider to have the best technical support in the business. I used to have three favorites, but now just two as one went public and deteriorated after several years. Knowledgeable people answer the phone, no transfers, little waiting and always ready to help solve problems immediately. Very rare now a days.”
Overall the staff has been professional, friendly and knowledgeable.
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!
Having worked in IT since 2000 I have worked with several different ticketing system and Issue Trak has been the most comprehensive out of the box system I've used with the least amount of issues.
We use IssueTrak in numerous ways, but its ticket tracking and reports are by far the most helpful. We can give our clients access and allow them to see what we want them to see and they are very satisfied with being able to login for themselves and see what the progress is on a ticket. In some cases they can go back to a ticket and see that they made the same mistake again and they can fix it themselves because of the thorough notes. We also send email notifications directly from IssueTrak to clients to let them know their issue has been resolved and they love that feature. It is so easy to search out old tickets to find solutions, passwords, or just to see who called the ticket in and who worked on it within the organization in case there are questions.
“It was truly a great experience working with Travis Jepsen to resolve the issue that I was having with updating our site. But, just as important as issue resolution…Travis took the time to help me understand why the issue was occurring. Travis went above and beyond with assisting me in getting the issue resolved, and also making sure that I was aware of other tools available to me for future releases. Rare, and exceptional support!! Thank you"
“Always a pleasurable experience speaking to Issuetrak Support. Top notch service. Support will always make customer feel like their issues were important. Quick and precise in resolving issues”
The support department provided a prompt Reply. They gave accurate instructions to resolve the problem. We had our emails routing correctly within minutes.
“As always, exceptional technical support. Quick response from a knowledgeable person who I could understand on the phone.”
"IssueTrak Support is awesome! I haven't had a bad experience yet!"
IssueTrak has some of the best support agents. They are quick to respond, very knowledgeable, and provide excellent support. Thank you for having such an incredible team.
“Support was great, very professional, helpful, patient, and saw the issue through to resolution.”
“We just had the person who use to administered IssueTrak leave our company, and he didn't leave me with any documentation on how this application works. So I wouldn't panic, I reached out to your support department, and they immediately helped me out. The saved the day!”
“Travis was awesome!! He was patient, kind and knowledgeable. I couldn't have fixed all of the issues without him. Thanks so much for having such GREAT!! support staff. ”
""Issuetrak service kicks butt ! always 99% or better... just wish i KNEW the product more :-( whaaaaaaa . we have a Prof Srvcs engagement upcoming... cheers !
“We always receive great support from IssueTrak. This time was no exception. We hold you up as the model when interacting with other vendors.”
“Dan has been excellent in working with us and helping to resolve our global searching issue which prevented some of our directors and VPs from being able to query past tickets. The fixes that he has implemented in our database has not only fixed the problem but also exponentially decreased the time it used to take when doing successful searches.”
Issuetrak meets all our IT/helpdesk need. The system is very simple to use; hence it requires no training for the users. The software is flexible that we were able to customize it to fit our needs perfectly. I am most impressed with their customer support team. They are always courteous but most of all, they really know their stuff!
“Dawn Duck was especially helpful is collaborating with our IT person to fix the problem we had on our server with receiving emails from Issuetrak. She was also very knowledgeable when it came to helping me get the new links for our new users to change their passwords! Dawn is A#1 in my book!"
Issue Trak is very well rounded, ease y for end users to submit issues and receive updates. The customer support is extremely reliable and prompt. They work with you until the support issue is resolved.
“Travis was a pleasure to work with. Great source of knowledge about the product. Answered all the odd questions I had. Thank you!”
"Issue-Trak is the BEST! Seriously so impressed and you can 100% use my feedback to share with others. Wish all software/companies functioned like y'all do!"
“I have been a user of IssueTrak for many years and have implemented it in three locations. I am always impressed by the professionalism and level of support provided. Wish more companies would follow suit!”
“As always the team continues to provide timely service for requests. I am a loyal user of this platform.”
“Support was great. Answered the phone immediately and showed me what I did to cause the problem in less than a minute. Can't get much better than that. Thanks.”
“I spoke with Travis who gave me good contextual information. Then I spoke with Kevin who further assisted me. They were very professional and informative. I really enjoyed working with them!!!!”
“supurb support - LOVE LOVE the remoting, makes it less confusing and more fast "fix"”
“World Class service everytime! I wish all our software vendors were as responsive, knowledgeable and helpful as the service techs for IssueTrak!”
“This is my first Issuetrak service experience! Super fast, friendly and professional. Look forward to working with you guys and really enjoyed the User Conference last week.”
""It was an excellent experience working with Issuetrak support. they aided in making the update successful in a short time. Very appreciative of their help"
Resolves the complexity of tracking issues.
Issuetrak not only improves my team's communication and prioritization of work, but it also helps keeps us ISO17025 compliant.
“Hands down the best technical support team I have encountered. The level of technical expertise Travis provides with Issuetrak, and his willingness to assist other questions is unmatched!”
“Dawn Duck did a great job - including reaching out to be sure I saw her response. The information she provided was clear and professional, and very helpful. Thanks!”
When you setup the software you can set it up comfortable the way you want it. Easy for everyday use
“I called IssueTrak support about a missing Issue in our end and the person was very helpful and restored a backup within an hour for our client! Very Excellent! Stay Excellent to each other!”
IssueTrak has helped our business in all aspects of issue related customer support. We are more organized, have record of every issue, ability to share valuable information in knowledge center - and the ease of entering or emailing an issue is KEY!!! IssueTraks support team is super quick and super friendly. I would highly recommend this product!
“Excellent job Danny! I appreciate you taking care of my needs today before we implement our next update. You friendly and professional support is greatly appreciated!”
"Danny, Was extremely helpful and knowledgeable. he was calm and beared with me to make me understand everything. even when I ask the same question twice."
It helps to manage incoming repair requests and provide troubleshooting, while providing an easy to navigate Knowledge Base.
“Rockstar service from Issuetrak today. The support team answered my question right off the bat, and they were very helpful. I always receive 10/10 service from you all. Thanks again!”
“Alex provided the same type of excellent service I've always received from your support team. He followed up on my questions and got back to me with answers. I really appreciate the effort your support team puts into helping me when there is an issue. Thanks again Issuetrak!”
“IssueTrak has outstanding technical support. Their agent Travis was a pleasure to work with and did a great job helping us upgrade our software. I can't express how wonderful it is to talk to agents that know their software so well.”
I have been setting up IssueTrak for our company that has about 250 employees. Currently their are 150 users on our System. I needed a way to customize a Help desk ticketing system. Other Help Desk softwares didn't give me the flexability that IssueTrak provides. My End Users can create their own tickets enabling me to handle the issues quicker throughout my day without me creating every single ticket. By far the best Support and Software for a ticketing system.
My customers can only access the parts I want. This is a very nice feature. They don't see the parts I don't want and they don't worry
Once I learned the software(which took a very small amount of time) I was able to really create a custom system for our fast paced growing company. Nothing falls through the crack with this, and now we have great visibility and accountability in all departments. Customer support is AMAZING. they answer everything quickly and efficiently and also give wonderful suggestions for ways to do things in the software that we couldn't have figured out ourselves.
So easy to use and wonderful support team!
"Patrick was fantastic! He is the absolute best! IssueTrak, you do very well in selecting your technical support personnel. Great job!"
Well, they say it right! you've got issues. Keep track of them with IssueTrak. it is a standard ITIL driven application with user-friendly interface to track Issues for your organization or your customers. That's not end of it. It has standard and functionalities like Reports, Asset Management, Quick pick and Recurring Issues etc. which will make your life easier. It's not an high-end application though I guess small or mid sized organization will find it suitable. The best thing I like about IssueTrak that it captures labor hours of users, at each transaction, at each updates, at the end of day you can create a report and calculate how many hours you or your team had spent in a work or issues or projects etc. Isn't that interesting? I would love to recommend to anyone. Thanks IssueTrak!
“I have only been calling in for around a month after taking over for a previous admin and WOW. I really enjoy the customer service. You're all forward thinkers. If my problem is not addressed it's usually solved with a different approach that I wouldn't of thought of. Thank you for all your help.”
“I have always had a good response from most of the IssueTrak support peeps. Again, three way phone conversation and remote desk top in with an extensive look at all the avenues for fixing the issue. Thank you, Tom”
Issuetrak has a long learning curve due to its complexity. Issuetrak has always been more than willing to help us understand how to get its full functionality to work for us.
Keep issues organized
“Second time working with Kevin - Very professional, quickly resolved my issues, and had a great sense of humor - thanks!”
"I spoke with Travis on yesterday he was very helpful and knowledgeable. I sincerely appreciate his courtesy and willingness to assist me. I must say that I received outstanding service on yesterday."
“Dawn ROCKED it.....Worked with Kevan the other day on the first half of this migration and was equally pleased.”
When it comes to reaching out for support from a vendor, there is never a negative thought in one's mind but yet a pleasant experience to look forward to in using IssueTrak
“Kevin went above and beyond to try to help me with an issue with how i configured our Exchange Transport connector for relaying IssueTrak support mail. Exchange is terrible and not in anyway your folks product, so i GREATLY appreciate him trying so hard to help me out.”
“For a VERY VERY stressful issue that occurred, you guys handled it FLAWLESSLY. I am VERY grateful!!!!”
Our overall experience with Issuetrak has been wonderful. It enables our teams to focus on development and management while providing full-service support to our customers.
It is great for tracking past and present issues. I use it every day and like that I can do a search of past issues to see resolutions.
We got a quick reply from the support team. They gave us options for what we could do to remedy the issue that we are having. They also suggested that we submit our thought for a future enhancement.
The logistics department is more relaxed with the help provided by this platform.
I make my boss happy when I can retrieve the information quickly and set in an excel sheet for reports needed fast. I have become the most valuable employee hired in this department.
I would like to have a label-making component with the asset management side of the software. Searching tickets for specific needs is easy! Report writing is very user-friendly. Task Manager is great to use when non-IT users need to complete portions of tickets - such as new user setup, procurement, etc.
“Quick, knowledgeable response from someone who was very clear and easy to understand.”
“What a tremendous team! They were able to resolve my issue quickly, and train/retrain me on improving our system! Travis was Awe & Some!”
“I'm a new customer and I'm happy to say my first support experience with Issuetrak was excellent! Travis was very knowledgeable and thorough in troubleshooting my issue. He even offered assistance on successful configuration tips going forward. Well Done!"
“I always get great support from the IssueTrak team. The requested data was provided and questions answered within a day of the request. I can't ask for a better response time.”
"IssueTrak support has ALWAYS been prompt in answering the phone and knowledgeable about their job in providing excellent support. I have never had to leave a voicemail and the support team has always been kind and patient with me. Thank you all."
“We always have positive experiences with IssueTrak support, and today was no different.”
“The technical expertise and attitude toward offered by Travis Jepsen very impressed me and our LOB. In addition, the customer service toward a phone call is very responsive. I very appreciated the vendor support provided in such a professional manner. Great work!”
“Service was great. It was helpful that I could share the screen the with the analyst to better explain/show the issue. It was also helpful that they could replicate the issue on their end.”
"I worked with Will Markham today and he is excellent. I never have an issue that your technical support cannot handle. I am really impressed with your team."
“As always, your support is awesome. Patrick was able to get us up and running within minutes. I was able to get a system snapshot, the upgrade done and the system back up and running even with an AD change in less than an hour. Thanks Patrick!”
Easy to use. Helps my company be very productive. Very little to no down time.
We are able to document repeat issues so that system upgrades can be quantified for our IT department to program necessary changes to our ordering platform. It also assists us in documenting recurring issues for our logistics group with delivery issues and vendor non-compliance. Overall it has been a great experience with EXCELLENT technical customer support.
“Your folks are the best! I am always pleased with the support I get from your staff. They're helpful, knowledgeable and they stick with the issue until it is solved. Thank you again.”
“Dawn is an excellent Issuetrak tech and I really like working with her. She is always patient, knowledgeable and has excellent skills. It's always a pleasure talking with her if I happen to get her on the phone whenever I call. Thank you, Dawn!”
"I appreciate the efficiency with which the rep was able to handle my issue. He also helped to ease my concern that something was broken but turned out not to be. Just an update to Issue Trak."
IssueTrak is #1 in my book.
"Travis Cupp was great. Listened to my issue and then walked through the configuration of tha API with me. Provided excellent support. Extremely happy with Issuetrak.
Up until we started using IssueTrak, managing our service department was a complete nightmare. Now we can easily triage our service cases and efficiently allocate resources to meet customer needs. IssueTrak has allowed me to completely reorganize our customer service experience and provide our customers with a transparent, collaborative forum from which we can coalesce information.
“Technician was ON POINT, knew his stuff, and was overall great to talk to. Handled the problem with ease. I was VERY impressed.”
"As always, IssueTrak support is the best of all the vendors! Thank you for being consistently great."
“This was my first time call tech support and I couldn't have been happier with the outcome. The representative understood my three questions and answered them fully which resolved my problems. He was very knowledgeable, friendly and professional. With service like I received today, I will not hesitate to contact tech support in the future.”
“You guys are amazing! Always quick to respond to requests and handle support with top class professionalism and friendly customer support!”
Tracking of users' technical issues
“Your support is always so quick and accurate. Big thank you for that!!!”
“Dawn was really helpful in finding a solution for our issue even though we realized later it was an issue on our end. Very professional. Thanks”
“Everyone that I have interacted with at IssueTrak have been great to work with. Thanks, everyone. We notice and value and appreciate you.”
“Anytime I call IssueTrak Support, I feel I am speaking to a colleague trying to resolve a business issue. This is true partnership from a vendor.”
Reporting is very user friendly and very customizable - also extremely fast. Easily customizable screens for ease of use. Quick Tips for most common issues.
“Each time I reach out to IssueTrak support, I receive great care and attention to taking care of what I need. Each representative has been helpful and knowledgeable. Your support team is fantastic.”
“Patrick was incredible! I haven't received this level of support from any company that wasn't Apple. Patrick understood my issue and resolved it before I could even finish explaining it.”
"I always like working with issuetrack support, I have worked with them several times in the past and they are very pleasant to talk to on the phone, and they are very responsive"
IssueTrak software is easy to deploy and use. If any issues arise, rest assured that IssueTrak has you covered with fast response from professional and knowledgeable support team members! I am thrilled to be using IssueTrak software for my issue tracking needs!
“The rep was very helpful in walking me through all the steps to accomplish the three issues I called about. He took the extra time to explain why it certain things would happen if we chose different options and was thorough.”
"I always end up saying great and awesome feedback about Issuetrak. This is so annoying! :) I kid. Once again, Issuetrak support saves the day. Thank you for calling and emailing/following up to indicate that you received my issue. As well, thank you for helping me resolve my issue. I greatly appreciate it."
“The team is absolutely wonderful. They were committed and dedicated to problem solving our issue and we are so grateful for them.”
“My first interaction with IssueTrak support members was a success. We're only getting started but we are off to a great start.”
"EVERY technical consultant is professional, timely and has great follow up. I could not be happier with your technical support. Too bad your company cannot train all "hotlines" to be as helpful. :-)"
“I am a consultant for a company that needed backups of their data out of IssueTrack. From the start of my project IssueTrack was responsive and helpful. We got the intial backup we asked for and later on the scheduled and larger downloads were a breeze to request as well.”
“This is the best ticketing software ever. Support is always patient and wonderful.”
"love your product and support team. I like your investing also in the product all the time and enhancements and listen to customers. Doing a great job"
“The support team is amazing! They are always quick to answer questions and work through problems with me! I can't praise ya'll enough!”
It helps maintain the volume of issues we have and our customer responsiveness
"The support person I spoke to was amazingly patient with me as we wouldn't get a remote session working, he never gave up and we solved all our issues."
“Kevan showed patience with our many questions, anticipated our needs. Left us follow up items that need attention or to watch for. Appreciated the guidance!”
Pros -Very easy for the end user -AD integration -Easy administration -5 star customer support Cons -I don't have any Our school has been using IssueTrak for several years now however I just stepped into my new job about 6 months ago and as part of the job one of my responsibilities is the IssueTrak system. I have had to learn and work with A LOT of new systems in the past few months and this one has been extremely easy to work with. When IssueTrak found out I was new they recommended a "tune up" which is a one-on-one webex session that goes over "your" IssueTrak setup. After the tune up I was ready to go! When I run into things that are over my head tech support is just a quick call away and have always been helpful and didn't stop working on the issue until the problem was solved. I would recommend IssueTrak to anyone looking for a product like this.
“By now, you guys should know better than to ask me to rate Issuetrak. I cannot do it without gushing. We have been subscribers for a long time, and hopefully, we're not even halfway through... Talking w/ Julian today, I began thinking how many times over the last, what, 15 years, when I need to talk w/ one of your support people, I recognize the person. When a company can keep good support people for a long amount of time, I believe that says volumes about that company. When I think about Issuetrak, I think about consistency, stability, and reliability. Keep on keeping on…”
We have the cloud solution hosted by IssueTrak. The cloud solution saves us the network management, server maintenance and cost associated with a locally hosted solution. Filling in a ticket is time consuming, but with IssueTraks "QuickPick" prefilled forms, that you design, you can have a majority of the information completed for those recurring customers or issues. The knowledge base is an asset that any help desk can leverage to quickly find the solution to issues you have seen in the past. IssueTrak reporting and queries are invaluable to out program management team. With the simple click of a report selection the PM can have the current status of inventory on high value items for his monthly status report to our customers. In the past, this report involved several hours of the managements time to track and report, now it is mere minutes.
"The support provided by Travis Cupp was exceptional. He was friendly, knowledgeable, and very efficient. He took the time to explain the recommended solution and talk through each step taken. Fantastic service!"
“Danny went far above and beyond any expectations. Without him, we would not have diagnosed the problem which was 100% non Issuetrak related. I am extremely grateful.”
“Thank you for your professionalism and dedication. You always treat my issues with importance. And resolve the issue quickly.”
Issues are made visible to the entire team, easy to locate and track individual reports
It's easy to use and customizable. Allows for easy use of creating tickets and tracking knowlegebase articles.
"I am not someone that takes surveys about my experience, but I will always take the time to complete them for you guys! You have some of the nicest and helpful engineers that I have encountered in my 10+ year IT career. Huge kudos to y'all. Appreciate the help, as always."
"Julian DeLuna was phenomenal. I am a new hire at my current firm and although i have the keys to the castle julian helped me figure out where stuff would most likely sit. Exploratory phase and documentation was phenomenal and the hand holding was needed in this case. He was courteous and understood the issue at hand with ease. I want to make sure management sees this review and commend him for the multitudes of calls he must handle on a daily basis with equal expertise. Thank you again Julian. Cheers,"
“Dawn was fantastic. I manage a support team, and I would be thrilled to have someone like her on my team. She was knowledgeable, patient, and thorough, and provided a superior level of service.”
It is simple for end users. I like how we will be able to get data from the systems for multiple areas.
“Wow, did not realize support this prompt, in-depth, and truly helpful still existed. Sincerely appreciated."
It is really easy to use and is good for auto-assigning and helping out our smaller sized IT team with solving and making workflow easy.
“Will Markham was extremely knowledgeable and understood our needs. He verified that everything was working before closing the ticket. Our installation of our new software upgrade went successful and long but we already knew it was going to take awhile. We appreciate Will for taking his time for installing new software and for answering all of our questions and helping us troubleshoot an issues that arose. Thanks From Crosscom"
"James Brinn was great - quickly understood the problem - suggested a course of action - I followed his instructions and within 5 minutes problem solved. One of the better tech support calls I've been on lately."
"This was a multiple issue ticket and Will did an excellent job working with me and our IT dept to resolve these issues seeking out additional support with his team as needed and hanging in there until we got things straightened out. This is very much appreciated Thanks team."
“Dawn Duck is a priceless asset to myself and everyone she helps she is very knowledgeable and technical she also has a great deal of professionalism.”
“I'm always happy with the service provided by the Issuetrak team because they are patient and always friendly when you speak to them and are eager to help.”
“The Tech Support person was extremely helpful. He guided me through each step to resolve my issues, even though there was nothing wrong with issuetrak itself. Very professional and very friendly support. Thanks“
“Kevin was FREAKIN' Awesome!!! Didn't laugh at me with my frustrating request and his SUPER easy answer!”
overall easy to use and worth using
The support team! They always do an amazing job and treat you like a Vip. I have never been let down by them.
“We let time pass and called Issuetrak support 6 months after acquiring the application. Should have reached out earlier, it is a great support team and is always accessible and available to guide and support the client.”
Program runs smooth with little maintenance. We use it for help ticketing and inventory. The cost is very reasonable and it works great from mobile phones and ipads.
“Our company has been using IssueTrak for several years for our IT Helpdesk. We've been very happy with the features and ease-of-use with IssueTrak which is why we continue to use it. Support has been excellent.”
“Always a pleasure working with IssueTrak on issues and requests. Very professional, courteous, knowledgeable and most of all prompt. Never a disappointing experience”
“The support and follow up of this case from beginning to end was great. I was always on their radar from the moment the case was opened until final resolution.”
Very positive experience with great customer support.
"The Tech I worked with was very knowledgeable and explained everything he was doing, Even took the time to clean up files he worked on. Excellent support, loved the chat and ease of opening a ticket!"
“Rare to get such great technical support these days. Tech walked me right through the configuration I needed. Thank you :)”
"From the very first support call I have been extremely impressed with the attitude, professionalism, and knowledge from each person I encountered. They gave me the tools to prepare for my migration and then scheduled and performed a successful upgrade/migration. Thank you,"
We went through several applications that just didn't meet ALL of our needs, and then we tried IssueTrak. Instantly my whole team knew that we had found the ONE. We can update, sort, create surveys, send out emails to clients, search effortlessly, and a host of other features that make keeping up with our tickets a breeze and no issue falls through the proverbial crack . Documenting can be a hassle, but with IssueTrak it can be somewhat enjoyable, especially when you are searching for a solution that you documented in another ticket because you are faced with the same issue on a new call. If documentation is a high priority for your organization, I would definitely advise you to at least do a test run with a trial of IssueTrak!
“Dawn was very patient, kind and knowledgeable. She was persistent in getting my site upgraded. Wouldn't mind working with her again. Thanks!"
“Response to my issue was very quick, tech was knowledgeable and fixed my issue right away. He did his due diligence as this was odd situation and he needed to verify that I could have what I was asking. That is comforting to know that he took those steps. I have contacted support a few times and each time has been painless, easy, quick response and resolution.”
"Travis was very patient with this non-technical computer person. His time explaining things and helping me walk through the problems was greatly appreciated."
“Great professional help. I don't communicate very well and was not very familiar with the product but, support was very patient and took time to explain the resolution to the issue!”
“The technician was very knowledgeable and she worked with me until my problem was resolved. Although I couldn't see her smile, I could hear it in her voice. It was nice having someone who really cared enough to listen patiently while I explained my problem.”
We have been using IssueTrak for almost three years now and have had nothing but success! It is extremely user friendly for our employees to use and a great tool we have implemented to both of our entities. We continue to expand our IssueTrak and continue to love it! It has been a great tool for our employees to log issues and work through them. We are so glad we found this product!
“Kevan Rosenstock is always a pleasure to work with. He can point out the issue at one glance and is always good with recommending ways to improves our business.”
Very good for getting customer service off of our website. Its very helpful for renting out suites in our building with a rotating clientele, with constantly different accounts being set up. We were looking for a service for our clients to be able to access off of our website and write any issues that they have and any services they might require. IssueTrak fit that description perfectly and since its implementation we have not had a single complaint about how easy it is to use.
“Was very helpful and quickly resolved. Did not expect a reply until after the holiday but not only got the reply but the solution. Thank you”
I have had very positive experiences with support for application developmenttraining to support. Very fast in getting questionsissues resovled.
Every time I have called or opened a ticket via their web portal I have received a fast response from them, they are always willing to help. They go above and beyond what other companies provide for support. It is always a pleasure to work with them.
Our organization has been using IssueTrak for a number of years and I can only say that the way in which support is provided has only gotten better. There are many avenues for learning, training demos, forums, etc. that weren't in place when we first came on board. I find the administration piece in IT is easy to use and whenever I need help, I can either go through the excellent online help or contact someone at IT. Thanks again!!
“The support team is exceptional especially working around our agency IIS security policies. I really appreciate working with Travis in resolving our issues and taking the time to explain why specific changes are made to ensure the application is working properly after the upgrade and the clean up. Thank you!”
“This experience is not story-worthy, but I do always get great service from Issue Trak.”
“Dawn Duck ----- absolutely amazing. Knowledgeable, tenacious, patient and thorough! thanks to her we're closer to upgrading the server and database”
Retrieving information quickly for Decision making is key and this makes my superiors happy anytime am ble to retrieve information quickly. Just try it and you will love it.
“Tom is LITERALLY one of the best support reps ive ever interacted with, from ANY company. He deserves every bonus, raise, promotion and kudo imaginable.”
Very positive. This is the thing that keeps us moving. I was with this company a decade ago before Issuetrak and recently came back as a manager. Let me tell you, this software has revolutionized our technical department.
“Incredibly quick response. Communication was very thorough and well written. Continue to be amazed by your service.”
Had a fantastic time with support did a really good job fixing my problem first call. That's a huge plus seeing as some software companies will try to pawn you off without even looking at the problem.
"Couldn't be happier with the support services! Immediate, knowledgeable and quick responses."
Our organization has used IssueTrak's Help Desk software for a number of years. It is highly customizable and allows us to be more efficient in tracking issues with our end users. The software is very stable and we rarely need support but in those few instances that we do, we always receive excellent support and guidance. There are a number of features that are extremely useful. The Quick Search and Advance Search options provides the ability to find information quickly. The Reports section is highly utilized and cherished for it provides us with Summery Reports and a Report Writer for our own Queries. The Email Notifications keep everyone in constant communications. Excellent product with excellent support staff!!!
The tech support and follow through of this company is amazing. They truly want you to succeed using their software and will do everything they can to make your experience great.
“IssueTrak has consistent, positive and helpful support. I really wish all companies had tech support this good! It makes our jobs so much easier! Thank you!”
Love that I can quickly add a note to an existing issue or look back on a trail to see if an issue was handled. Also love that an attachment can be added directly to the ticket
There are plenty of systems available that can assist in certain aspect of complaint management. However, IssueTrak is the only program I discovered that addresses ALL aspects required to manage customer complaints. I've only begun using the program; I haven't tap into its full potential and yet the system is already making my job more organized, more user friendly and more informative. The IT department is always available and ready to help with whatever feature is causing me confusion. You will have to put forth effort to learn the program and practice using the program but the benefits you will receive will out way anything else you'll find on the market. It won't take very long to understand how outstanding the program can be for your complaint department. And all for a exceptional price!
"The support rep was awesome - very comprehensive and thorough. I felt that he went above and beyond even once the issue was 'fixed' to make sure that the system was cleaned up and that it was fully functioning. Thanks so much!"
“Great response time and very detailed support provided.”
Ease of use is the main factor . The ability to customize it for our needs; adding drop down menus, and user defined fields makes it beneficial for tracking and reporting.
Professional Customer Service
“Issuetrak Support has been excellent! The individuals that I have worked with have been very knowledgeable and professional.”
“The support was once again great. This non critical issue was responded to within hours of being submitted. I was contacted to better clarify the issue which could then be replicated on their end. The resolution required cross functional collaboration and was resolved with the latest update.”
. “Your support is great as usual. I really appreciate the patience of your technicians as we worked through and around our security restraints”
I like the ease of use, automated inbound email, automated outgoing email, and monitoring service that keeps both incoming and outgoing email jobs running.
"I requested help and the response was almost immediate. Our technician worked with Patrick and told me that he had been 'brilliant' thank you very much. we are new to Issuetrak and are very encouraged by this experience."
“As I've come to expect, the staff at IssueTrak does a fantastic job of understanding my request and providing timely support. Thanks to all involved!”
"A fantastic engineer. Incredibly thorough, well spoken, knowledgeable, etc. Everything someone in my position that's looking for assistance is hoping for when supported. A+++!"
The ability to analyze repeat issues/concerns and utilize the data to justify IT expense to correct the issue.
Long time user. IssueTrak is easy to use for our techs and even the most basic users. The reporting makes it easy to pull a report even minutes before a meeting.
"I ALWAYS receive professional, expert and friendly assistance. I LOVE the help desk at IssueTrak. My only regret is that all help desk personnel are not as friendly and knowledgeable as those at IssueTrak."
“Issuetrak Technical support is unquestionably the best and it's always been that way! The upgrade from 10.xx to 12.3.1 went through without issues, all thanks to highly skilled and friendly Kevan! Thanks guys!”
“The technician was very good to keep the issue open, even though he could not replicate the issue when we did a screen sharing. He did give me recommendations of what to do next time it happened, & it did fix the problem.”
I am in the process of set up and am finding it easy to set up and use. I am confident that Issuetrak will be a great help when tracking and trending issues and their resolutions.
IssueTrak, technical support was prompt in answering the phone, unlike many customer service tech support companies. I did not get transferred - the person answering the call was able to walk me through what I needed. Thank you for excellent customer service.
I like the fact that you provide easy access for support and your techs are knowledgeable
“I worked with Dawn Duck who was very helpful in helping me create a query and a report that was requested by my manager. She made the process very simple and painless, and I was able to learn along the way as well. Overall, I am very pleased with the kind of support I've received with Issuetrak on the issues we've come across.”
“Appreciate your assistance as we migrated back end servers. Kevan was supportive and knowledgeable, and everyone was communicative and prompt and thorough. Excellent customer service, much obliged.”