Issuetrak

Software de seguimiento de problemas para help desk y atención al cliente.

4.5 /5 (154 opiniones) ¡Escribe una reseña!

Información general sobre Issuetrak

¿Qué es Issuetrak?

IssueTrak es un software de alto rendimiento para administración de procesos empresariales y seguimiento de problemas. Cuenta con un historial de 20 años de implementación exitosa en miles de empresas en todo el mundo de los sectores de TI, salud, finanzas, hostelería, gobierno, militar y organizaciones sin ánimo de lucro. Entre sus clientes se incluyen Ralph Lauren, Pepsi, UPS, Verizon, el Departamento de Defensa de EE. UU. y Raytheon.

El software permite asignar automáticamente nuevos problemas según las preferencias y ahorrar tiempo con formularios precompletados para los problemas recurrentes definidos. Permite asignar tareas a cualquier persona de la organización, crear nuevas tareas o seleccionar un grupo predefinido de tareas para agregar a un problema. Los problemas recibidos por correo electrónico se rastrean al instante en función del contenido y se asignan automáticamente. Toda la correspondencia posterior se guarda dentro del mismo problema.

Define y supervisa SLA con alertas por correo electrónico sobre vencimientos próximos. Las métricas de rendimiento se pueden revisar rápidamente en un panel personalizado basado en las KPI seleccionadas.

Audita, registra y mantiene datos sobre activos de TI automáticamente. Permite vincular activos con usuarios y usuarios con activos. La búsqueda de activos y los informes incorporados permiten localizar rápidamente elementos, detectar tendencias y recuperar información detallada sobre los activos de TI y otros.

Información general sobre Issuetrak

Precio

A partir de
USD 100.00/mes

Opciones de precios

Prueba gratis
Licencia de pago único
Suscripción
Relación calidad-precio

Funciones de Issuetrak

Dispositivos
Tamaño de la empresa
P M G
Disponible en los países siguientes
Estados Unidos, Canadá, Reino Unido, Australia, India y otros 4, Japón, Alemania, Brasil, México

Medios

Issuetrak Homepage
Dashboard - IssueTrak
Project summary - IssueTrak
Submit Issue - IssueTrak
Captura de pantalla de Issuetrak: Issuetrak Homepage Captura de pantalla de Issuetrak: Dashboard - IssueTrak Captura de pantalla de Issuetrak: Project summary - IssueTrak Captura de pantalla de Issuetrak: Submit Issue - IssueTrak

Opiniones de Issuetrak

Opiniones de Issuetrak

Calificación general
4.5
/
5
Excelente
97

Muy bien
47

Normal
9

Pobre
1

Malo
0

Relación calidad-precio
4.5
Funciones
4.4
Facilidad de uso
4.4
Asistencia al cliente
4.7
94% Un ha recomendado esta aplicación
Valery K.

Very good experience, but not excellent. Does a fantastic job at what it's supposed to do.

Resolves the complexity of tracking issues.


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King L.

IssueTrak has allowed me to document and resolve IT requests in a timely manner.

When I was hired as an IT Tech Support for Old Wisconsin Sausage, I was told that all IT requests for assistance was done through email and phone calls. They did not have a ticket system set up for users to submit tickets. This forced me to prioritize and document multiple requests using Microsoft Excel and other applications to help me stay organized. I had many instances of where I would be on my way to assist a user, only to be stopped in the hallway by another user requesting my assistance. I would feel obligated to assist the user in the hallway, because customer service is something I am passionate about and couldn't say no. Other times there was a higher priority that needed my immediate attention, the user I was assisting at the moment could not understand why I was leaving to assist another user when I did not resolve their issue first. IssueTrak has eliminated many of the miscommunication and created a more standardized operating procedures for me. It has allowed me to stay connected with my end users by following up on the many IT requests. IssueTrak is a tool I use daily to deliver excellent customer service in a timely manner. It helps me stay organized and has given my end users confidence that their submitted issues are a priority for me to resolve. When I use IssueTrak, I feel that it helps me go above and beyond for my end users. It's a great software that I will be using for along time. The many features and benefits are plentiful.


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Justin E.

Horrible for anything but canned actions


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Chad M.

Maillie Review of cloud base issuetrak - Chad Mohr

Before I was hired, Maillie was using no help desk software at all. We are a 100 person small accounting firm. I came from a 400 person pharma company in which I used and configured 4 help desk software before. I have used before Remedy, HP service center, Cherwell, Lifetime, and Frontrange ITSM. I am ITIL v3 certified and this product helps follow some of the ITIL methodologies. We trialed 8 hd systems. I deployed IssueTrak cloud to Maillie at end of Sept 2014. Our employees are gravitating to the system, we now average about 200 issues a month. The pros are:-easy setup/configuration. I did our company configuration needs in about 2 weeks, with the setup of mostly issue types and subtypes. The setup training was easy to follow and I didn't need all the hours. I revisited the hours when I was ready to make templates/forms for things like New Hire Requests. Sync to AD worked after you get the certificate loaded properly. We are using the asset trackpc.exe which pulls from a batch file at login the client and server machines info. Reports have been easy to generate and export to excel. We use tasks for access approval, software request, hardware request and change control. We now know who is approving it and when. Creating a kb article from a ticket is easy. Escalating an issues to a global issue and then linking issues to that global is very easy and it closes and updates notes with any modifications from that global issue. IssueTrak Support has been quick, effective and easy to talk to. I can tell IssueTrak invests money and time into their product they do take suggestions from their clients. The Cons are: sometimes a lot of windows get opened and then it's difficult to find screen you need. Everything works downwards on the page, the more fields you add the lengthier it gets. Be nice if you could just make fields go in open spaces on the page. When submitting an issue you should fill it out from top to bottom because if you have any custom screens, it changes the screen and fields below then are wiped.IE settings have to be set to show content. If two people have the same issue open, the last save takes presidents. Devices that cannot run trackpc.exe need to be entered. When submitting an issue, it would be nice if it automatically suggested a kb and not have to click the KB link which takes you away.
OVERALL, I am very pleased with IssueTrak and I would recommend it to anyone because it makes configuring, deploying and using hd software easier.


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Elisabeth H.

Absolutely fantastic issue tracking solution - works great for both staff and customers!!

Issuetrak replaced another system that was not at all customizable and just wasn't meeting our needs. From the start, their team was super helpful with the (really easy) set up and everything that followed. Our customers loved it and so did our entire team.


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Valery K.
Sector: Administración gubernamental
Tamaño de la empresa: 201-500 empleados
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Very good experience, but not excellent. Does a fantastic job at what it's supposed to do.

Software usado A diario durante Más de dos años
Revisado el 8/2/2018
Fuente de la reseña: Capterra

Resolves the complexity of tracking issues.

Puntos a favor

Quick, simple, and has plenty of features. Allows for precise control over each issue. Very responsive interface. Has fantastic customer support.

Puntos en contra

Development seems to be a bit slow on adding features, Short Term is set as within a year, which is of course reasonable, but Short Term is more like two weeks sprint, but that's personal opinion and experience.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

King L.
Sector: Tecnología y servicios de la información
Tamaño de la empresa: 501-1000 empleados
Traducir a español
Traducir a español

IssueTrak has allowed me to document and resolve IT requests in a timely manner.

Software usado A diario durante Más de dos años
Revisado el 9/11/2017
Fuente de la reseña: Capterra

When I was hired as an IT Tech Support for Old Wisconsin Sausage, I was told that all IT requests for assistance was done through email and phone calls. They did not have a ticket system set up for users to submit tickets. This forced me to prioritize and document multiple requests using Microsoft Excel and other applications to help me stay organized. I had many instances of where I would be on my way to assist a user, only to be stopped in the hallway by another user requesting my assistance. I would feel obligated to assist the user in the hallway, because customer service is something I am passionate about and couldn't say no. Other times there was a higher priority that needed my immediate attention, the user I was assisting at the moment could not understand why I was leaving to assist another user when I did not resolve their issue first. IssueTrak has eliminated many of the miscommunication and created a more standardized operating procedures for me. It has allowed me to stay connected with my end users by following up on the many IT requests. IssueTrak is a tool I use daily to deliver excellent customer service in a timely manner. It helps me stay organized and has given my end users confidence that their submitted issues are a priority for me to resolve. When I use IssueTrak, I feel that it helps me go above and beyond for my end users. It's a great software that I will be using for along time. The many features and benefits are plentiful.

Puntos a favor

The customization that IssueTrak offers has allowed me to create a "user friendly" software for my end users to submit issue requests. It gives me options to create forms that makes sense to what end users are requesting assistance with. The "quick pick" options allows the user to submit requests just as fast and quickly as sending out an email or calling for assistance. I also like the "Menu Option" that allows me to add internal web applications that our end users use on a daily basis. This allows end users to use IssueTrak as a centralized hub to access internal company files, applications, etc.

Puntos en contra

Ability to add more than one column on the "submit " page -- This will allow for seeing the whole screen instead of scrolling down. I have used IssueTrak's User Voice feedback website to make suggestions, but it doesn't seem like any of these suggestions are taken into consideration. I've seen many great suggestions submitted 1-2 years ago by other IssueTrak customers and users only to see a feedback of "Received (Under Review)" Please allow or give us the option to add more columns to the submit page. In my opinion it has a very organized and clean look to the interface. The Menu Option is a great feature, but it would be great if we can have certain sites that only a particular group or user can only see. For example, sites that will pertain to certain departments, Human Resource, I.T., Maintenance, etc. As of right now, any department or group can see these sites set up in IssueTrak. Give us the ability to restrict the sites to certain groups.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Justin E.
Sector: Consultoría de gestión
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Traducir a español

Horrible for anything but canned actions

Revisado el 30/9/2015
Fuente de la reseña: SoftwareAdvice

Puntos a favor

Small footprint on server and runs on Windows. We didn't have to install some appliance or other modified Linux variation to get the software up and running. Able to leverage our existing SQL and IIS servers when needed.

Puntos en contra

Functionality, they claim it is highly flexible and has workflow but there is no logic short of a yes no response system. The flexibility for any department outside of a single use is frustrating and process automation only really sends notifications there is no automation but instead reporting of when you completed something. Simple workflow related tasks are non-existent such as creating a new issue to handle a flow item, this causes you to have to try and include all outcomes for a workflow item.

Desglose por calificación

Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 3.0/10

Chad M.
Traducir a español
Traducir a español

Maillie Review of cloud base issuetrak - Chad Mohr

Revisado el 16/3/2015
Fuente de la reseña: Capterra

Before I was hired, Maillie was using no help desk software at all. We are a 100 person small accounting firm. I came from a 400 person pharma company in which I used and configured 4 help desk software before. I have used before Remedy, HP service center, Cherwell, Lifetime, and Frontrange ITSM. I am ITIL v3 certified and this product helps follow some of the ITIL methodologies. We trialed 8 hd systems. I deployed IssueTrak cloud to Maillie at end of Sept 2014. Our employees are gravitating to the system, we now average about 200 issues a month. The pros are:-easy setup/configuration. I did our company configuration needs in about 2 weeks, with the setup of mostly issue types and subtypes. The setup training was easy to follow and I didn't need all the hours. I revisited the hours when I was ready to make templates/forms for things like New Hire Requests. Sync to AD worked after you get the certificate loaded properly. We are using the asset trackpc.exe which pulls from a batch file at login the client and server machines info. Reports have been easy to generate and export to excel. We use tasks for access approval, software request, hardware request and change control. We now know who is approving it and when. Creating a kb article from a ticket is easy. Escalating an issues to a global issue and then linking issues to that global is very easy and it closes and updates notes with any modifications from that global issue. IssueTrak Support has been quick, effective and easy to talk to. I can tell IssueTrak invests money and time into their product they do take suggestions from their clients. The Cons are: sometimes a lot of windows get opened and then it's difficult to find screen you need. Everything works downwards on the page, the more fields you add the lengthier it gets. Be nice if you could just make fields go in open spaces on the page. When submitting an issue you should fill it out from top to bottom because if you have any custom screens, it changes the screen and fields below then are wiped.IE settings have to be set to show content. If two people have the same issue open, the last save takes presidents. Devices that cannot run trackpc.exe need to be entered. When submitting an issue, it would be nice if it automatically suggested a kb and not have to click the KB link which takes you away.
OVERALL, I am very pleased with IssueTrak and I would recommend it to anyone because it makes configuring, deploying and using hd software easier.

Traducir a español

Respuesta de Issuetrak

Chad, Great product review. Regarding the request to have IssueTrak automatically suggest a KB solution....I've seen that functionality demonstrated in a recent developers meeting. Just saying.... Customer feedback really does help define the product. Thanks again, Tony

Desglose por calificación

Facilidad de uso
Asistencia al cliente

Elisabeth H.
Sector: Software informático
Tamaño de la empresa: 11-50 empleados
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Absolutely fantastic issue tracking solution - works great for both staff and customers!!

Software usado A diario durante Más de dos años
Revisado el 3/5/2019
Fuente de la reseña: Capterra

Issuetrak replaced another system that was not at all customizable and just wasn't meeting our needs. From the start, their team was super helpful with the (really easy) set up and everything that followed. Our customers loved it and so did our entire team.

Puntos a favor

Issuetrack is great. It works right out of the box but also has tons of customization available. It's one of those rare solutions that your internal team will like as much as your customers do.
- customers can login to see all their issues
- great email rules you can customize to how your team works and what your customers want
- nice set of reports already on board
- VERY nice work flows (once we saw these, we used them for EVERYTHING)
- If I could rate their own support team higher than a 10, I would. I manage our company's support team, and the Issuetrack support team is my model for how support should treat their customers.

Puntos en contra

Actually nothing. I love it. Our leaving was a cost saving measure (we are using a free product now) and I miss Issuetrak EVERY DAY.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Recomendación de usuario
8.9/10
Basado en 154 valoraciones de usuarios
Compara con las alternativas según las recomendaciones de los usuarios
Compara las alternativas

Precios de Issuetrak

Precios de Issuetrak

A partir de
USD 100.00/mes
Prueba gratis
Licencia de pago único
Suscripción
Relación calidad-precio
Relación calidad-precio
4.5/5
Basado en 154 valoraciones de usuarios
Compara las alternativas según la relación calidad-precio
Compara las alternativas

Funciones de Issuetrak

Funciones de Issuetrak

API
Alertas y alzada
Análisis en tiempo real
Chat
Comunicación multicanal
Creación de informes y estadísticas
Creación de marca personalizable
Encuestas y comentarios
Gestión de flujos de trabajo
Gestión de la base de conocimiento
Gestión de tickets de soporte
Integración de CRM
Integración de correo electrónico
Integración de redes sociales
Integración de terceros
Mensajería instantánea
Notificaciones automáticas
Panel de actividades
Portal de autoservicio
Supervisión
Funciones
4.4/5
Basado en 154 valoraciones de usuarios
Compara con las alternativas según la valoración de características
Compara las alternativas

Categorías

Preguntas frecuentes sobre Issuetrak

Preguntas frecuentes sobre Issuetrak

He aquí algunas preguntas frecuentes sobre Issuetrak.

P. ¿Qué tipo de planes de precios ofrece Issuetrak?

Issuetrak ofrece los siguientes planes de precios:

A partir de: USD 100.00/mes

Modelo de precios: Licencia de pago único, Suscripción

Prueba gratis: Disponible

P. ¿Cuáles son las características principales de Issuetrak?

No tenemos información sobre las características de Issuetrak

P. ¿Quiénes son los usuarios habituales de Issuetrak?

Los clientes habituales de Issuetrak son:

Empresas pequeñas, Administraciones públicas, Sin ánimo de lucro, Empresas medianas

P. ¿Qué idiomas admite Issuetrak?

No tenemos información sobre los idiomas que admite Issuetrak

P. ¿Qué tipo de planes de precios ofrece Issuetrak?

Issuetrak cuenta con los siguientes planes de precios:

Licencia de pago único, Suscripción

P. ¿Issuetrak es compatible con dispositivos móviles?

No tenemos información sobre los dispositivos compatibles con Issuetrak

P. ¿Con qué otras aplicaciones se integra Issuetrak?

No tenemos información sobre los tipos de integración de Issuetrak

P. ¿Qué tipo de asistencia ofrece Issuetrak?

Issuetrak ofrece las siguientes opciones de asistencia:

Preguntas frecuentes, Foro, Base de conocimientos, Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo