As an IT manager I have found that Issuetrak is a great solution for tracking requests. Very easy to set up and configure. Our user base is decidedly non-techy yet they have been able to utilize Issuetrak with little training.

Very slow upgrades Very slow to add features Many features are very difficult to get setup like automation and workflow.

I am in the process of researching help desk software solutions for out company and when I searched for "the best of help desk software" Issuetrak was one company that came up. After several web-meetings and over the phone tutorials it was clear that Issuetrak was going to be two things. First, its HIGHLY customizable and scaleable for a wide rage of users. Second, its this high level of customization that requires an extensive time commitment to set up and integrate into our work flow. I appreciate being able to tailor software to my needs however I also have a regular day job that I need to get back to. I simply did not have the time to read all the in depth "how to's", I needed something to work right out of the box. When I expressed this concern to a product representative of Issuetrak he offerd to set it up for our company but at a per-hour cost. Again, this is great if you have the time to sit down and explain to someone what you want, I however do not. So in short I played with the software for all of about an hour before I got just deep enough to realize I was over my head. Maybe it will work for someone else. For me I need something that is ready to use and deploy right away. All the people I talked with are polite and professional and I think that if you can find a way to make this software fit your work flow you will be well taken care of.

We support over 650 users via Issuetrak. Application is very configurable and use of Quick Picks allows us to streamline the submission process. We additionally utilize the application for documenting our Change Control Management process. This is very helpful during internal and external audits for Compliance.

IssueTrak works well as a simple ticketing tool once you get everything figured out and setup.

Always fast and efficient help whenever I call.

The service is very capable, but requires quite a lot of upfront setup. Not many things are intuitive and require studying, preparation, flowcharts, plans, at some points I felt like I was designing a helpdesk application from scratch. But in the end the tools are all there and once you get one thing working the rest just fall into place and it seems to work very well.

We use this Web Based System to track the status of complaints. Now all of our staff is on the same page when it comes to issues. A little time consuming getting it set up like we wanted it however, once all the data is in there it lightens the load. I would recommend adding 2 additional onsite training days strictly for Data Input/Workflow setup. Our Department only went with 3 days onsite training which covers a lot on information and not much time for the setup. In the end, we are now able to run reports and see what different types of complaints we receive. We can assign/track open and closed complaints. It will even auto-assign certain complaints by Types and Sub Types. Each Department can set up there own customized page so whoever answers the phone will enter all the information requested by that Department. Anyone in our office can access the site at all times from anywhere. We are very pleased with the results.

The IssueTrak software platform has become an indispensible component of our day-to-day operations. It is allowing us to move our customer service interactions out of the silos of email into a system that allows transparency and reporting. The support staff at IssueTrak is very responsive and will go out of their way to ensure all of your questions and needs are addressed.

Great at crisis abatement!