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Customer Support Software for Manufacturing Operations

Connect customer complaints and requests directly to your internal support, quality, and engineering teams. Stop tracking issues in spreadsheets. Break down silos and improve customer retention instead.

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A Workflow Process Built for Real-World Customer Support - Here and Now

Why limit yourself to outdated spreadsheets or crowded shared inboxes? Our platform's feature set complements the process you have now - not the one you'll have someday. You can get a workflow tool to match your reality without compromising speed and accuracy.

checkmark1Replace spreadsheets and manual logs with automated workflows and a central place for all issues, maintenance, change orders & approvals

checkmark1Avoid email clogs - collect complaints with Webforms or email routing

checkmark1Loop in key departments & personnel, connecting your support team with other internal stakeholders 

checkmark1Gather real-time data for continuous business process management improvements

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Who Should Use Issuetrak in Manufacturing? Teams Behind the Production Line

Customer support, it help desk, and operations teams can all benefit from collaboration and visibility into complaints, issues, or any barriers to customer satisfaction - Issuetrak can help.

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Customer Support

Customized for complex customer requests regarding issues any product—the kind of issues that don’t stop at one reply, one team, or one system.

 

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IT Help Desk

Built for real-world issue management within teams—not just IT tickets—making a difference to FCR speed, clarity, and stakeholder trust.

 

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Operations Teams

Engineered for control, visibility, and accountability over the issues that disrupt uptime or daily operations—while preventing any issues from coming back.

Customer Support Tracking

Sifting through emails, calls, and texts ultimately delays resolution or disrupts distribution.

When customers submit inquiries, incidents, or service requests, Issuetrak automatically routes it, assigns a severity level, and initiates the best workflow to get to resolution—fast.

 

 

arrowcircle Keep track of every customer request about products or equipment

arrowcircleControl and see only the issues relevant to your department

arrowcircleRely on steadfast audit trails for executive, compliance, or external reviews

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Process Tracking Software

Easily track product issues reported by customers back to the source of origin.

 

arrowcircleCapture critical data points with custom fields

arrowcircleGenerate reports for engineering or quality review

arrowcircleSend notifications only to necessary supervisors and team leads

Engineering Support Management

You don’t operate support in isolation. Any customer-facing issue often also involves multiple teams. A B2B customer support platform links issues and requests directly to internal engineering and quality.

Our software runs in the background, ensuring support through our platform drives your success.

 

 

arrowcircleKeep everyone connected

arrowcircleEnsure safety and compliance

arrowcircleImprove organization

arrowcircleStreamline production

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Replace Spreadsheets: To-Do Checklist

Download our infographic about efficient Process Management or our Modern Manufacturer's E-book Guide to Customer Support Transformation, or use our checklist to see if you need a Support Operations upgrade.

Get Infographic Get E-book Get Checklist

Manufacturing Case Studies & Customer Success

Behind every manufacturer are operations teams that serve customers just right - whether they design and develop aircraft parts, medical devices, naturally-flavored sodas, or craft beer.

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Stryker

Manufacturing | Medical Devices

Email is not built for complaint handling. Issuetrak is.

Stryker stepped away from an old system and embraced a centralized, automated defect handling process. The team struggled with crowded inboxes, overwhelmed teams, and compliance risks.

Issuetrak offered them a way out:

  • Automatic ticket handling
  • Tailored notifications and tasks
  • Non-conformity management
  • CAPA workflows
  • Root cause analysis
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Somero Enterprises, Inc.

Manufacturing | Heavy Equipment

Somero needed a scalable way to manage post-sales customer follow-ups without relying on individual reminders or disconnected tools. With Issuetrak, follow-up issues are automatically created at defined intervals after each machine sale, giving teams a structured and repeatable process for ongoing customer engagement.

Internal teams can review, assign, and prepare each follow-up before customers are contacted—ensuring communication is timely, relevant, and aligned across departments.

Issuetrak Capabilities Used:

  • Scheduled Issue Creation
  • Suppressed Email Notifications for internal review
  • Task Manager for follow-up coordination
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“We easily do several hundred test inspections in a month, and everything is scheduled, tracked, and reported in Issuetrak.”

Leonie Markgraf, Information Systems manager, Vigor Industrial
 
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“Out of all of the software solutions in the running, Issuetrak was the most straightforward, the easiest to customize, and offered the largest suite of features for its cost.”

Brad Canter, System Administrator, Bellisio Foods
 

FAQs

Customer support software is a centralized digital system designed to monitor, manage, and optimize workflows across the customer lifecycle.

Unlike spreadsheets or disparate email tracking, Issuetrak focuses on issue resolution and process visibility, allowing you to track customer complaints, initiate processes for resolution, and automate reporting.

Manufacturers track customer support issues most effectively by replacing manual logs with a digital system. Instead of using paper forms, operators use Issuetrak to capture details that aid in quick resolution.

This data is instantly routed to teams for analysis, ensuring that trends are identified early.

 

The best way to manage complaints is to create a "closed-loop" system that connects customer support directly to the quality and engineering teams. By using software that links customer feedback, manufacturers can instantly trace a complaint back to its root cause. This reduces resolution time and prevents the recurrence of the same issue.

To replace spreadsheets, you need a centralized workflow platform that offers the flexibility of Excel but with added structure and security. Start by mapping your current spreadsheet columns to fields in a software form. Unlike spreadsheets, a dedicated tracking tool provides automated email alerts, allows multiple users to edit simultaneously without version conflicts, and creates an unchangeable audit trail for accountability.
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Fast Tracking, Accurate Audit Trails, Compliance Readiness

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