Managing a help desk is challenging enough. Choose a trusted software solution that handles the tedium of updates and compliance without getting in the way so you can focus on keeping your customers up and running.
Even the most outdated help desks have some means for tracking work. Whether it's as low tech as jotting down a printer issue on a post-it note or adding a new hardware request entry onto a spreadsheet, agents and managers need some way of knowing who needs what.
That's where Issuetrak comes in. Our software gives you an easy-to-use platform to enter and track that work. After all, a perfect set of help desk features should reduce the burdens on your staff and customers, not increase them.
Combine tasks and workflows to ensure repetitive help desk calls are handled consistently and within a reasonable timeframe
Workflows automatically escalate issues and notify you to take action on issues that remain open or idle for too long.
Create and reuse a list of action items in our Task Manager. Assign each action item to an individual or group and set up next steps based on how the tasks are completed.
See open and closed ticket statistics via the dashboard. Each panel tells a story, and you get to decided which to show based on the details you need.
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Round robin issue assignment is based on our groups feature and allows you to painlessly distribute work. When you assign an issue to a group that's designated as round robin, that issue goes to the next available agent in rotation.
A well-maintained knowledge base can be incredibly versatile, with uses ranging from hosting how-to guides and FAQs to keeping company policies and frequently-used forms all in one place. Combined with custom issue forms, you can put critical information at your agents' fingertips.
Knowing your customer satisfaction and net promotor scores are value pieces of information for any help desk team. Our Surveys module add-on can provide that insight, giving you key indicators on performance and areas of improvement. Building a survey is simple, and built-in automations allow you to send them in a variety of ways.
A combination of features and utilities, our Asset Management module add-on can easily become the backbone of any help desk operation. Capable of auditing Windows, Apple, and Chrome devices, tracked assets can be associated to issues to maintain asset history. Manual assets can also be created to track anything important to your business, from vehicles to equipment.
Issues are not universal. The details you need for an office move are not the same for a faulty computer monitor.
Issue Templates help make issue submission more efficient by allowing you to pre-define certain information and values within an issue.
For example, let's say you have an issue template for employee onboarding -- this issue template could pre-fill a description with instructions and prompts for information, automatically attach necessary documents, and load in a pre-made task list.
“Issuetrak was the best fit for us. The screens were simpler to understand and it was customizable. Cost was also a benefit. As part of our SOC 2 audit, we had to implement new processes. Issuetrak gives us the change management controls and documentation we need for certification.”
Craig Stewart
Technology Manager, Southland Benefit Solutions
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Same-day set up |
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Easy maintenance |
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Regular product updates |
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24/7 support |
Montgomery County Memorial Hospital (MCMH) in Red Oak, Iowa strives to create a quiet, relaxing environment for patients, families, and staff. So when team members resorted to overhead paging to get help with technology or maintenance issues, MCMH knew it needed a better solution. “We are able to resolve and close issues two to four times faster than we did before,” said Help Desk Coordinator Ron Drake. “Having the centralized help desk has eliminated 75 to 80 percent of overhead pages."
You've done the research and you've landed on the best solution to transform your help desk process. We're happy you're here.
Now it's time for the easy part. No complicated pricing tiers. Just the features you need, at the price you want. Here's what comes next:
Starting at $69 per agent/month
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