Issuetrak
Last Updated
Overview
Issuetrak software provides comprehensive customer service and issue tracking, aiding service-driven organizations in maintaining compliance and efficiency. While some reporting features could be more flexible, its strategic benefits in customized workflow management make it a compelling choice for reliable service delivery.
Issuetrak Specifications
- Analytics and Reporting
- Escalation Management
- Self-Service Portal
- SLA Management
Issuetrak Features
Omnichannel Submission
Enables customers to submit service requests through numerous avenues, including chat, webforms, or direct email-to-ticket conversion. This ensures every incoming query is centrally captured, eliminating communication silos and reducing the likelihood of a customer issue being overlooked, leading to faster service.
Automated Workflows
Provides the capability to define and enforce standardized, multi-step processes for handling complex tickets. This level of control ensures consistency in service delivery, while features like ‘Round Robin Assignment’ distribute workload evenly across the team.
Service Level Agreement (SLA) Management
Allows service teams to establish explicit response and resolution deadlines for issues. Automated alerts trigger when compliance is threatened, ensuring service commitments are consistently met and reducing the risk of customer dissatisfaction or penalty due to late resolution.
Custom Reporting And Dashboards
Generates visual, real-time insights into key operational metrics and agent performance. This detailed analysis helps managers identify bottlenecks, track service improvements, and gain actionable business intelligence to optimize overall customer support efficiency.
Knowledge Base Portal
Offers a searchable, publicly accessible repository of helpful articles and solutions for common customer issues. This powerful self-service option drastically reduces the volume of repetitive support tickets, allowing agents to focus on complex, high-value customer interactions.
Pros And Cons of Issuetrak
Pros
Easy to customize tracking for issues and assets
Flexible forms configurable to business needs and workflows
Excellent support, quick responses, and knowledgeable staff
Cons
Advanced dashboard configuration requires extra effort
Custom form connections may need additional guidance
Issuetrak Reviews
Total 20 reviews
4.5
All reviews are from verified customers
Rating Distribution
5
Stars60%
4
Stars35%
3
Stars5%
2
Stars0%
1
Stars0%
Share your experience
Health, Wellness and Fitness, 101-500 employees
Less than a year
“Feels simple to handle”
Pros
The best part about it is how simple it feels. It loads quickly, handles what it's supposed to do without any trouble and I haven't run into any bugs at all.
Cons
At the same time, Issuetrak is just a decent ticket tracking tool in terms of design. I was hoping for a more modern-looking interface but as it stands, the UI feels like it came straight out of the 90s. It would also be nice to have some data visualization features added.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
9
Functionality
7
Government Administration, 500+ employees
Less than a year
“Highly customizable”
Pros
It is extremely customizable. We were able to build our own templates and set up issues in a way that matches the exact types of requests we get.
Cons
We can't import user accounts ourselves. Keeping office locations current means updating each user account one by one which just isn't practical.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
9
Functionality
9
Environmental Services, 51-100 employees
Less than a year
“Outstanding customer service”
Pros
It really shines with how much you can customize. From the dashboard to subcategories and workflows, there's a lot of flexibility to shape it around the way your team actually works. On top of that, the customer service has been outstanding which makes the whole experience even better.
Cons
A dedicated iPhone app is missing. The web version does work on mobile but a native app would make it much more convenient for field teams to update and close tickets while they're out and about and it would likely be faster too.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
8
Functionality
9
Frequently Asked Questions
What language does Issuetrak support?
Issuetrak is primarily available in English.
What types of pricing plans does Issuetrak offer?
The Issuetrak price for the cloud deployment is based on two plans: Team ($27/agent/month) and Support ($79/agent/month). Request a personalized Issuetrak pricing quote for your business.
Does Issuetrak offer an API?
Yes, Issuetrak offers an API.
What other apps does Issuetrak integrate with?
The software supports integration with multiple platforms via Zapier, such as Trello, Twilio, Slack, Ninetailed, HubSpot, Airtable software, and Calendly software.
Does Issuetrak have a mobile app?
No, Issuetrak does not have a mobile app.
What level of support does Issuetrak offer?
Issuetrak offers support through phone, support ticket, help center, FAQs, resource library, and email.
Who are the typical users of Issuetrak?
Typical users include industries like education, finance, government, healthcare, manufacturing, non-profit, and property management.