Our software provides the tools to optimize your team's workflow, automate requests, and expedite solutions.
Help Desks of all sizes |
Complaint management tracking |
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Service Desks and service request tracking |
Customer Support operations |
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Facilities and Maintenace request tracking |
And so much more! |
Omnichannel Issue Generation |
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Direct submission of issues and tickets via the product. Available to agents and users.
Use monitored inboxes to automatically generate or update issues.
Automatically create issues based on chat logs.
Webforms make ticket creation easy for your users, ensuring you get the exact datapoints you need.
Use API V1 to create issues based on your existing processes.
Issue Management |
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Choose and arrange your fields to gather relevant and actionable information.
Issue templates save your time by pre-filling fields and text boxes.
Categorize and organize your issues by Issue Type, Class, Priority, and Severity.
Know what's going on with your issues at a glance and use substatuses to fire automations.
Create your own custom fields across a variety of data types.
Update several issues at once, either through the Issue Hub or via the mass update screen.
Join related issues together to unify updates and messaging.
Set a schedule for recuring issues, like routine maintenance or reviews.
Talk with our team to secure a 14-Day Free Trial. It's easy to get started and no credit card is required.
Automation |
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Inspired by organizational psychology, our platform is designed to work like people do and to enhance their daily productivity.
Our automation features fill in cracks and relive burdens, allowing your team to focus more on your customers and less on the minutia of assignments, notifications, etc.
Assign tasks to users and groups so you can cross off your to-do list with confidence, speed, and precision every time.
Define criteria that automatically updates an issue's substatus or pauses the system clock.
Generate event-based notifications (updates, status changes, etc.) for your issues.
Specify terms that trigger automatic email reminders and alerts when issues fall out of compliance.
Automatically distribute issues to users or groups based on a variety of criteria. Use Round Robin groups to further disperse issues.
Customization |
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Tailor the Issuetrak experience based on your organization. Examples include uploading logos, modifying site colors, editing notification templates, and modifying the home screen.
At the individual level, you can enable dark mode, select your preferred home screen, time zone, and more.
VP of Compliance
"Issuetrak’s in-house support team is MUCH better than their competitors’!"
VP of IT
"I was scared of the learning curve-but your Help Center and Professional Services were so clear."
Admin of IT Systems & Telecommunications
Reporting |
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Build custom views of open issues using the Issue Hub and view at-a-glance data points using the Dashboard.
Update stakeholders and teammates as often as you want, the way you want, saving you precious time.
Select your fields and filter the data to show only the information you need. Export to a variety of formats.
Knowledge Base |
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Categorize your articles to ease navigation.
Restrict sensitive articles and categories to specific users.
Save time by creating new articles from issues.
Have questions? Schedule a call and/or demo to speak with a produce expert. Or jump right into a free trial to get hands on with your future platform.
Security & Visibility |
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Decide how your users access your site with a variety of authentication options, including LDAP, Active Directory Federation Services, Azure AD, and OAuth 2.0 / OIDC.
Compliance with SOC requirements indicates that an organization maintains a high level of information security.
Issuetrak employs strict compliance requirements, tested through on-site audits and independent vendor assessments.
Add-Ons |
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Go beyond the basic feature suite and deliver more capability for you and your customers.
Bring added value to your ticket automation process when you collect all the right information the first time. Webforms offer users a smooth, simple process to submit new tickets in real-time without the hassle of login or email roadblocks.
Built by us to your specifications, your webform can be as simple or complex as you need it to be so you can resolve problems quickly and improve your customer’s overall experience.
Issuetrak API integrations for secure issue submission
Branding your webform's look to your specifications
Support for Custom URLs
Multi-page options to give you full control over fillable fields
Full data mapping with support for user-defined fields.
Embed-option on the page of your choice to your company’s intranet or website
The Issuetrak Support webform was built using the same tools we use to build our customer's webforms.
You only get better with feedback. Gauge customer and employee satisfaction with Surveys, the easiest way to collect and represent data—made even easier by our Surveys add-on module.
From external customers to internal colleagues, leverage the power of surveys to improve your onboarding process or elevate your product or service to its maximum potential.
Grow stronger when you let Surveys expand your site’s data collection capabilities.
Use the Asset Management module to manage hardware and software information and maintenance, keep licensing updated, and more. With our automatic discovery and tracking utility for PCs, Macs, and Chrome devices, you’ll reduce manual input and overhead so you can spend your time on more important tasks.
Every organization has assets. While it's easy to think of assets in terms of PCs, software, and printers, you can use our Asset Management module to inventory any item your operation demands.
Was a faulty printer the root cause of your last help desk call? Use Asset Management to link assets directly to issues, so you can easily track and manage asset history for quick reference.
Or let's say your service center owns a fleet of vans used for onsite repairs. Use custom fields to specify and describe in detail the asset type. When you add your vans as assets, link them to maintenance issues or track which van responded to an onsite visit.
With the Asset Management module, you’ll never lose sight and always maintain control over your assets.
Users have enough to remember. Why require your agents and users to create yet another login?
Save time and energy on memorizing passwords. Instead, take advantage of the variety of authentication options we offer. You have the power and flexibility to decide how users access applications.
Gone are the days of waiting on hold to get a simple question answered! Issuetrak Chat cuts down on needless wait time while answering your queries instantly.
Enliven your conversations and customize your chat thread's look, feel, and placement to match your organization’s font, colors, and more.
Embed the chat widget on your public support page, your Issuetrak site, or both - the choice is yours
Create chat queues and route chat requests to qualified support agents
Quickly convert chats to issues through Incoming Email (IEM)
Allow agents multiple chat streams to speed up turnaround time on customer solutions
Our built-in Labor Hours feature already monitors your time spent on requests. But sometimes, you need more.
Streamline reports a step further with our Billing module by charging time, itemizing materials, and adding specific line items, prices, part numbers, and descriptions directly to individual tickets, so you can track usages or generate work orders for approval.
Catalog your materials and labor charges
Generate work orders and invoices directly from Issuetrak
Easily view time and material data for better reporting and usage tracking
Export data into your accounting software
And even more great features |
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If the feature is enabled, accessing Issuetrak from mobile devices provides a minimalist, mobile-first implementation. Additionally, Issuetrak can be accessed in full from any device, and our responsive design approach ensures functionality remains at your fingertips, regardless of screen resolution and device size.
Make any page of the product accessible with one click by using Bookmarks. Name and sort your bookmarks and expand the bookmark section as you see fit.
Create, manage, and organize the following entities:
The Projects feature allows you to define key elements of a project and associate issues to it. Attach critical documents to projects or view up-to-the-minute statistics on all open projects via the Projects Summary page.
A user defined table that contains records with up to 50 text fields of reference information that can be used to associate just about anything to an issue, such as contact records, parts, contracts, contractors, customers, rooms, etc.
A quick-to-access settings menu allows admins to easily activate, modify, and review important product features.
The help menu puts context sensitive help at your fingertips, as well as contact information for Issuetrak's stellar support team.
No words besides WOW. The landing form is amazing. Adding a "New Hire Request" button to the submit issue page - I didn't even think of that. It's brilliant."
If you're ready, we're on standby to schedule a product demonstration and to answer all your questions. You can also read through our complete list of features to see if we check off all your boxes.