Issuetrak Reviews

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.

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.

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.

Pros

Getting SSO set up was painless and I really appreciate how well the knowledge base is organized. It's been a very solid match for our agency's smaller IT support team. The system feels fairly user-friendly, adapts well to what we need and seems like it can scale nicely as we grow. Support has also been top notch.

Cons

I'm not thrilled with how email updates on tickets are handled. I also wish it were clearer who can actually receive ticket updates. Our staff usually submit tickets by email and sometimes copy other team members but Issuetrak doesn't really make that visible. Because of that, you can end up with multiple people replying to the same ticket and receiving updates without it being clearly reflected in the system.

Pros

It's quite flexible and works well across all kinds of use cases and solutions.

Cons

A few parts of the UI especially some menus, feel a bit blocky and less modern compared with other interfaces.

Pros

After nearly a year with it, I can say the support has been fantastic and incredibly fast. The team is genuinely pleasant to work with and the product itself is very versatile and highly configurable. On top of that, we've had absolutely zero downtime.

Cons

Something that gets annoying is the left-side menu constantly popping in and out unless I pin it. Even then, the pin setting never seems to stick so I end up setting it again in almost every new session. I'd really prefer an option to keep it permanently on or off and get rid of the animated panel behavior.

Pros

The reporting is excellent when it comes to identifying quality issues and the pricing makes it possible for us to give all of our clients visibility. That's been a real plus and we've gotten very positive feedback from customers because of it.

Cons

Not a fan of how email notifications are customized for customers. It only lets you either restrict all emails or send all emails by client, instead of controlling them by individual task. Another frustration is that task groups can't be collapsed or organized in a way that makes them easier to navigate so you end up scrolling through the full list to locate the group you need. After fixing something, the view also doesn't return to where you left off which means more scrolling to find that same group again.

Pros

Whenever I need help with maintenance on this product, the support team really stands out. I open tickets from time to time and IssueTrak's support has been among the best I've worked with, if not the best. They're US-based, know the product well and respond quickly whenever I have a question.

Cons

There have been quite a few updates although they're simple enough to roll out so I wouldn't really count that as a major downside. The biggest challenge came from starting with SQL Express since it was one of the supported options. Moving later to SQL Standard ended up being a hassle but support was available throughout and helped us get through it. Looking back, I only wish we had chosen SQL Standard from the start.

Pros

Being able to sort open tickets by day and time is really useful. It ends up working like a practical to-do list for our service team while we move through tickets.

Cons

An issue comes up when two people are collaborating on the same ticket. The task feature is fine but if you normally organize your work through a "Next Action" view, having both a "Next Actions" list and a separate "Tasks Assigned" list can feel redundant. It would help a lot to have a way to assign a Next Action to someone else. I'd also like to see more character space in the task name field and the Scheduled PAs subject field since it's better when key details are visible right away instead of having to click in just to read the full description.

Pros

Its flexibility is a big plus and it can handle a wide range of complex workflows across multiple departments.

Cons

The way objects are organized is really poor since everything is dumped into one long list, including Issue Forms, Types, Templates, Issues, task groups and more. A folder-style structure would make managing all of that much better. Task escalation notifications would also add a lot of value. The interface could be faster as well because when marking a task complete, there is a noticeable delay while the page reloads before moving on to the next one. When there are a lot of tasks, that lag becomes pretty frustrating. Reactive dropdowns in Issue Templates would also help a lot like filtering subtype 2 options based on what was selected in subtype 1. It would also be much better to assign permissions by specific ticket type instead of only globally. For example, I may want someone to close only ticket type A but right now I have to give them global permission which lets them close any open ticket.

Pros

After many years working in IT, I can honestly say Issuetrak's technical support is the best I've dealt with. There are several ways to submit a ticket which is really convenient and you can even pick up the phone and talk to an actual person. Almost every time, the problem gets resolved on that first call.

Cons

I honestly don't have much to complain about. If I had to point out one downside, it would be the cost. We end up downgrading accounts from agent to user pretty regularly to help manage expenses and that can be a bit frustrating.

Pros

Across all the SaaS products we rely on, it gets the most use and delivers the most value. Our entire IT team keeps it open throughout the day and uses it for just about everything we're assigned, from working tickets and posting updates to notifying end users and closing requests. After 25 years in IT and plenty of time with other CRM platforms, I can say the feature set here stands above the rest.

Cons

If I had to point out one downside, it would be the dated-looking interface. The GUI feels pretty antiquated, almost like an old DOS screen and it's not very appealing visually. Since we spend hours looking at it every day, it could definitely be easier on the eyes.

Pros

After using it for a while, it's become something I can depend on. The software works really well and anytime I've needed help, the support team has responded quickly and provided excellent assistance.

Cons

There are a few small annoyances but overall it does what I need it to do very well. One thing that bothers me is when I select a user, it only works if the name is actually highlighted, if it isn't, the action fails which is frustrating.

Pros

Whenever issues come up, the support team has been better than almost any other provider we've worked with.

Cons

Reporting is hard to configure and some of the ticket-type settings and other areas don't offer as much customization as we'd want. It also feels less collaborative than some other tools and using subscribers or adding other people to tickets is a bit complex and takes more effort than it should.

Pros

It has been really flexible for our team especially when it comes to customizing forms around the way our business works. That adaptability has been a big plus. Their customer support has also been outstanding, with fast replies and solutions that are actually helpful.

Cons

One thing I still run into is putting all the parts of a new form together especially since it is not something I work on every day. It can take a little while to get everything set up exactly the way I want. The how-to guides do help but having a bit more detail in them would make the process even better.

Pros

Using it has been very simple. The interface is simple to work with, navigation makes sense and getting around the system doesn't take much effort. On top of that, the support team has been excellent. They respond quickly and are always prompt when it comes to helping resolve any issues.

Cons

some settings are tucked away in the interface. Every now and then, certain options take longer to locate because they feel buried too deeply in nested menus, if that makes sense.

Pros

Once everything was configured properly, the automated workflows and custom issue templates turned out to be really useful. The built-in issue tracking and detailed issue history were also features I relied on a lot.

Cons

The UI and menu feel more complex than they should for certain features. Admin and configuration settings often seemed buried or hard to locate and I've never been a fan of popup modals in web-based software.

Pros

Keeping up with our customer interactions is really simple with it. People on the team also pick it up quickly and find it simple to use.

Cons

downside comes up when changes need to be made. At times it is not very user-friendly so I end up digging around to find what I need.

Pros

it accurately captures customer communications especially when messages come in through email. The reporting features are also very useful and add a lot of value.

Cons

functionality for escalating an issue feels limited since there aren't many options available there.

Pros

The support team and staff stands out. With so many companies moving everything toward automation and AI, it's genuinely refreshing to work with a vendor that still values real human interaction.

Cons

There is a bit of a learning curve when it comes to understanding the templates and figuring out how to adjust and customize them but once the logic clicks, everything becomes much more simple.