Protect Your Reputation. Boost Your Business. Resolve Complaints with Confidence.

Complaint management software helps businesses track, organize, and resolve complaint tickets based on customer and employee feedback. Useful features of complaint management platforms typically include:

• webforms to simplify complaint submissions
• managing complaints in a centralized platform
• a self-help knowledge base
• automation and task-branching workflows
• reporting and analytics
• uptime SLAs

Issuetrak's key strength lies in its extensive configuration options:

1. Visibility Controls: Over 50 user permissions ensure users, groups, and organizations access only what you want them to see.
2. Feature Management: Enable or disable features to tailor functionality to your needs.
3. White-Label Friendly: Customize the site with your branding, from logos to colors.
4. Add-Ons: Enhance capabilities with additional features like Asset Management or Billing.

With our custom reporting, administrators can build reports using both native and custom fields.

• For complaints, reports based on Issue Type and Subtype are most effective.
• For resolutions, you can use various methods, including our built-in solutions feature or data stored in custom fields.

Absolutely. User-defined custom fields allow you to create several types of fields to store data, from single line text to multi-select lists.

• With our Issue Forms feature, you can build complaint submission forms with the fields you want, in the order you want.
• You can also make use of our standard or custom-built Webforms to have a simple and intuitive form for your customers to use for complaint submissions - no login required.

The time it takes to deploy Issuetrak depends on your desired level of configuration. If you don't require a lot of configurations prior to deploym

Initial implementation sessions with our team are included in your purchase. You can use this time to configure the site precisely to your standards. Work alongside our Product Experts and Product Engineers to get your site ready as quickly as possible.

Users that are diligent with their set up and consistently set appointments to configure their site with our experts can be up and running in under a month. More in-depth configurations may take longer. 

ent, sites can be up and running in less than 24 hours. More in-depth configurations may take longer. We suggest working with our Product Experts and Product Engineers to get your site ready as quickly as possible.

Issuetrak's extensive configuration options simplify tracking for any need. Many customers use Issuetrak across multiple departments and use cases.

To easily manage both, set up two separate Webforms:

• a customer-facing form
• an embedded form on your company intranet for internal employees; additionally, employees can log into the portal using their domain credentials for seamless access and submission.

While we're sad to see any customer go, we understand it does happen. Typically, we request a minimum 30-day notification along with other requirements based on your deployment type and needs. For more details, please refer to our Terms of Service.

Issuetrak ensures your data security and compliance through a combination of robust technical safeguards, certified practices, and features designed to meet the strict requirements of industries like healthcare, finance, and government.

Data Security

Your data's security is our top priority. For our Cloud-Hosted solution, we use industry-standard security protocols to protect your information at every stage.

• Encryption: All data is encrypted in transit using TLS/SSL encryption to protect against interception. We also use data encryption at rest to secure your information when it is stored on our servers.

• Hosting: We host our cloud solution in highly secure, SOC2-certified data centers, ensuring your data is protected by rigorous security controls and regular third-party audits.

• Hosting Options: Issuetrak offers both Cloud-Hosted and On-Premise solutions. This gives your organization the flexibility to choose the hosting environment that best aligns with your internal IT policies and security requirements, giving you full control over your data.

Compliance

Issuetrak is built to help your organization meet its compliance obligations by providing a documented, verifiable record of every complaint and resolution.

• Audit Trails: Our platform automatically creates a comprehensive, unalterable audit trail for every ticket, documenting who did what and when. This feature is critical for passing audits and meeting regulatory standards such as HIPAA and FHA.

• Centralized Record: Issuetrak centralizes all complaints and communications into a single, secure system. This prevents data fragmentation and ensures that all information needed for compliance and legal inquiries is easy to access and retrieve.

• Custom Reporting: Use customizable reporting to analyze complaint trends and demonstrate to regulators that issues are being handled in a timely and consistent manner.

See more detailed pricing on our Pricing Page.