Issuetrak Reviews & Pricing

by Issuetrak | 1992, Virginia Beach, VA

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Categories:

Help Desk Software
Help Desk CRM Software
Remote Help Desk Software
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What is Issuetrak?

Industry Specialties: Education, Finance, Government, Non-Profits, Healthcare

Issuetrak is a help desk platform built for businesses of all sizes. It takes a customer-first approach that ensures timeliness, transparency and full issue oversight. It’s particularly well-suited for teams that need to track and resolve issues efficiently, allowing users to triage and resolve tickets in a centralized location. Key benefits include improved visibility into ticket volume, enhanced team collaboration and increased productivity.

It streamlines agent workflows with features for customizable issue tracking, real-time reporting, compliant tracking, support ticketing, asset management knowledge management and task management. Kanban boards make it easy to visualize and track progress. Plenty of configuration options make it highly flexible for user needs, and companies can deploy in the cloud or on-premise.

User reviews highlight its ease of use, intuitive interface and robust feature set as key positives. Specific issues include difficult setup due to the range of features and making changes using admin features, However, user sentiment is positive overall.

Pricing for cloud deployment depends on the number of users and features required. Plans range from $26 to $77 per agent per month. Those wanting on-premise deployment can lease starting at $155 per agent per month, or pay for a one-time perpetual license starting at $206 per agent.

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User Sentiment i

Based on 185 reviews:

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Product Screenshots and Videos

#9

Issuetrak is ranked #9 in the Help Desk Software product directory based on the latest available data collected by SelectHub. Compare the leaders with our In-Depth Report.

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Issuetrak Pricing

Based on our most recent analysis, Issuetrak pricing starts at $26 (Per User, Monthly).

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Starting From: $26
Pricing Model: Per User, Monthly
Free Trial: Yes, Request for Free

Training Resources

Issuetrak is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Issuetrak:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Issuetrak Benefits and Insights

Why use Issuetrak?

Key differentiators & advantages of Issuetrak

Improved project visibility: Gain a clear overview of project progress, identify bottlenecks, and make informed decisions.
Enhanced team collaboration: Streamline communication, assign tasks, track progress, and collaborate effectively.
Increased productivity: Automate workflows, reduce manual tasks, and focus on what matters most.
Improved decision-making: Access real-time data and insights to make data-driven decisions.
Reduced costs: Save time and money by streamlining project management processes.
Enhanced client satisfaction: Deliver projects on time and within budget, exceeding client expectations.
Improved team morale: Foster a more productive and collaborative work environment.
Increased scalability: Easily adapt the platform to meet the growing needs of your business.
Reduced risks: Proactively identify and mitigate potential issues before they impact your projects.
Improved compliance: Ensure adherence to industry regulations and standards.

Industry Expertise

Issuetrak boasts a versatile feature set that caters to help and support teams and best serves use cases like help desks, complaint management, issue tracking and customer support. Key industries it’s suitable for include healthcare, education, finance, government, manufacturing and nonprofit.

Issuetrak Reviews

Average customer reviews & user sentiment summary for Issuetrak:

185 reviews

91%

of users would recommend this product

Issuetrak has a 'excellent' User Satisfaction Rating of 91% when considering 185 user reviews from 3 recognized software review sites.

Synopsis of User Ratings and Reviews

Based on an aggregate of Issuetrak reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Better Organization: Move away from email clutter and messy spreadsheets by keeping all requests centrally organized and searchable to save time.
Higher Efficiency: Automate routine tasks, track progress and improve visibility into tickets and overall help desk performance.
Enhanced Customer Experience: Resolve issues faster with organized workflows, improved agent communication and self-service options.

Cons

Learning Curve: New software requires training, potentially impacting team productivity in the short term as users adapt.
Cost: Paid plans can add up, especially for larger teams, and require ongoing investment to maintain and update the software.
Complexity: Feature-rich platforms might feel overwhelming for smaller teams or those with simple needs.

Researcher's Summary:

Issuetrak is a versatile help desk solution well-suited to companies of any size. Its extensive flexibility and a rich feature set allow for plenty of configuration. It also automates workflows to enhance operational efficiency. These capabilities ensure improved project visibility, team collaboration and productivity.

The reporting tools deliver actionable data, ensuring that businesses have the necessary information to optimize their help desk operations and monitor performance metrics. Users consistently praise the level of support they receive and how easy the platform is to use. Its ability to assist with key use cases like ticket management and issue tracking are also strengths called out by users. Despite its versatility and positive user feedback on ease of use and feature set, some users find the setup complex.

Pricing varies based on user count and deployment but is affordable, even for small businesses. Its Team plan, for example, costs less than the lowest tier from competitors like Zendesk and HappyFox. Although some solutions like Jira Service Management and Freshdesk come in at lower starting price points, they include certain restrictions on things like storage, features or agents. Keep in mind: Issuetrak’s professional services aren’t included in its plans, which could result in a steep price tag for companies needing extensive assistance.

Overall, Issuetrak is a solid solution for organizations looking to refine their help desk and issue tracking systems, balancing comprehensive features with an affordable cost.

Key Features

Omnichannel Support: Receive customer complaints through email, web forms and chat and create tickets in-app for efficient issue resolution and tracking. Ensure customers get the help they need through the channel of their choice.
Integrations and Extensibility: Expand the functionality of the help desk system by integrating with a range of third-party apps like email tools, CRM platforms, business intelligence tools and more. Integrations include Gmail, Google Analytics, Office 365, OAuth, LDAP, OpenID Connect, PowerBI, Zapier and AzureAD. Use APIs to further customize integrations to specific business requirements.
Automated Workflows: Create automatic workflows to enhance operational efficiency. Automate ticket assignment, update ticket priorities and statuses, and attach due dates to tickets automatically.
Customization: Customize the platform’s interface with company specific branding to maintain consistency. Create custom workflows, statuses, tags and more to meet specific organizational needs and requirements.
Knowledge Management: Create, edit and manage a detailed knowledge base, help center and other self-service resources for customers. Include article categories and search features to help customers find the resources they need easily.
Reporting Tools: Customizable dashboards allow users to visualize data and understand help desk performance. Use pre-built or custom reports to gather useful insights on various KPIs. Schedule reports to monitor help desk activity, agent timesheets, customer feedback and more.

Approach to Common Help Desk Challenges

Prioritizing and managing ticket workflow: Issuetrak's customizable dashboards and Kanban boards provide real-time visibility into ticket volume, urgency, and assigned agents. Prioritization rules and automated routing ensure efficient ticket assignment and resolution.
Improving first call resolution (FCR): Issuetrak's knowledge base and self-service portal empower users to find solutions independently, reducing ticket volume and improving FCR rates. Canned responses and pre-defined workflows further streamline agent responses.
Enhancing agent productivity: Issuetrak's automation features, including auto-tagging, auto-assignment and triggers, reduce manual tasks and streamline workflows. Integrations with external tools further enhance agent efficiency.
Boosting client satisfaction: Issuetrak's self-service portal and customer feedback tools empower clients to track ticket progress, submit feedback, and stay informed. SLA management ensures timely resolution and meets client expectations.
Empowering data-driven decision making: Issuetrak's comprehensive reporting and analytics tools provide valuable insights into ticket trends, agent performance, and client satisfaction. This data empowers managers to optimize workflows, identify areas for improvement, and make informed decisions.

Cost of Ownership

Frequently asked questions regarding Issuetrak pricing include:

Q: What is the starting price for Issuetrak?
A: The starting price depends on type of deployment. For cloud-based plans, Issuetrak starts at $26 per agent per month, which includes a 5-agent minimum. Signing up for an annual subscription brings the monthly cost down slightly. On-premise plans start at $155 per agent if you choose the monthly lease option, or $206 per agent for a one-time perpetual license.
Q: What factors influence the cost of Issuetrak?
A: Issuetrak’s cost is primarily based on deployment type and the number of agents using the system. All plans provide full feature access, except paid add-ons, which include asset management, chat, surveys and billing. It’s important to note that the higher-cost Support plan allows unlimited free users on top of the minimum 5 paid agents.
Q: Are there any hidden fees associated with Issuetrak?
A: Issuetrak's pricing structure is transparent and there aren’t hidden fees associated with the platform. There aren’t user limits and there’s no fee or penalty to add more agents to the selected plan. However, there are additional costs for the following services:
- Implementation
- Virtual or onsite training
- Managed services
- Consulting
- Site audit
- New admin training

Limitations

Notable limitations of Issuetrak, at the time of SelectHub's review, include:

Overwhelming setup: The product’s extensive configuration options can make it complex to set up and learn.
Lack of native integrations: Rather than natively integrating with other software, Issuetrack connects with Zapier to provide access to other tools. Depending on a team’s integration and automation needs, using Zapier could incur an extra cost.

Demo Resources

Resources that provide Issuetrak demo insights include:

Interactive Demo: Explore a fully functional sandbox environment to see how Issuetrak works and test its features firsthand.
Live Webinars: Attend interactive sessions hosted by Issuetrak experts who showcase the platform's capabilities and address your questions in real time.
Case Studies: Discover how real companies have used Issuetrak to optimize their help desk processes and achieve successful outcomes.
Product Guides & FAQs: Access comprehensive documentation and answers to frequently asked questions to deepen your understanding of Issuetrak's functionalities.

Suite Support

Email:[email protected].

Phone:+1 (757) 213-1351 or +1 (888) 789-8725.

Training:In addition to the training resources listed above, Issuetrak offers a detailed knowledge base with troubleshooting strategies, FAQs and other materials.

Tickets:Users can submit tickets via the email address and phone numbers listed above, as well as on the Issuetrak site.

FAQ

Frequently asked questions regarding Issuetrak include:

Q: Can I customize workflows in Issuetrak?
A: Yes, Issuetrak offers flexible workflow tools to tailor issue tracking to your specific needs. You can define custom stages, transitions, and triggers to automate processes and ensure efficient issue resolution.
Q: Does Issuetrak support integrations with other applications?
A: Yes. Although Issuetrak doesn’t integrate directly with other applications like CRM and project management, its Zapier integration makes it easy to connect with thousands of popular tools. There’s also an API for additional custom development.
Q: How does Issuetrak ensure data security and compliance?
A: Issuetrak prioritizes data security by implementing robust measures like user authentication, data encryption, and regular backups. Additionally, Issuetrak adheres to industry-standard compliance regulations, including GDPR, CCPA and SOC2 Type II.
Q: What reporting features are available in Issuetrak?
A: Issuetrak offers a comprehensive suite of reporting tools to analyze your data and gain valuable insights. Generate customizable reports based on various criteria like issue status, resolution time, and responsible users. Use these reports to identify trends, track progress, and make data-driven decisions.
Q: Does Issuetrak offer options for different team sizes?
A: Yes, Issuetrak offers flexible plans to suit the needs of teams of all sizes, from small businesses to large enterprises. Scalable pricing ensures you only pay for the features and users you need, making Issuetrak a cost-effective solution.
Q: How can I get help and support using Issuetrak?
A: Issuetrak provides various resources and support options to assist users. Access a comprehensive knowledge base and online tutorials for self-service assistance. Additionally, you can contact dedicated support personnel via email or phone for personalized assistance.