Issuetrak Reviews & Pricing

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

• 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

• 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

• 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

FAQ

• 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.