Issuetrak

4,6 (188)
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Logiciel de suivi des problèmes pour le service d'assistance et le service client

En savoir plus sur Issuetrak

IssueTrak est un logiciel haute performance de suivi des problèmes et de gestion des processus métier (BPM). Il est déployé avec succès depuis 20 ans par des milliers d'entreprises dans le monde entier dans les domaines de l'informatique, de la santé, des finances, de l'hôtellerie, du gouvernement, de l'armée et des organisations à but non lucratif. Parmi ses clients figurent Ralph Lauren, Pepsi, UPS, Verizon, le département américain de la Défense et Raytheon.

Le logiciel vous permet d'attribuer automatiquement de nouveaux problèmes en fonction de vos préférences et vous fait gagner du temps en vous proposant des formulaires préremplis pour les problèmes récurrents que vous définissez vous-même. Vous pouvez affecter des tâches à toute personne voulue dans votre organisation, créer de nouvelles tâches ou sélectionner un groupe de tâches prédéfini à ajouter à un problème. Les problèmes signalés par e-mail sont instantanément suivis en fonction de leur contenu et sont attribués automatiquement ; toutes les correspondances ultérieures sont enregistrées automatiquement dans le même problème.

Les accord sur les niveaux de services (ANS) sont définis et suivis, avec des alertes e-mail pour les échéances proches. Les mesures de performance sont rapidement examinées dans un tableau de bord personnalisé en fonction des indicateurs de performance clés que vous avez sélectionnés.

Auditez, enregistrez et maintenez automatiquement des données sur vos actifs informatiques, avec des actifs liés à des utilisateurs spécifiques ou des utilisateurs liés à des actifs. La recherche d'actifs ou les rapports intégrés vous permettent de localiser rapidement des éléments, de détecter les tendances et de récupérer des informations détaillées sur vos actifs informatiques et non informatiques.


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Avis

Note globale

4,6 /5
(188)
Rapport qualité-prix
4,6/5
Fonctionnalités
4,4/5
Simplicité d'utilisation
4,4/5
Support client
4,7/5

Vous avez déjà Issuetrak ?

Les acheteurs de logiciels ont besoin de vous ! Les avis utilisateurs nous aident tous à prendre de meilleures décisions.

5 avis affichés sur 188
Chad
Note globale
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client

Maillie Review of cloud base issuetrak - Chad Mohr

Publié le 16/03/2015

Before I was hired, Maillie was using no help desk software at all. We are a 100 person small...

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.

Réponse 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

Biswa
Note globale
  • Secteur d'activité: Logiciels
  • Taille de l'entreprise: 501–1 000 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 9.0 /10

Love to recommend IssueTrak!

Publié le 02/11/2016

Well, they say it right! you've got issues. Keep track of them with IssueTrak. it is a standard...

Well, they say it right! you've got issues. Keep track of them with IssueTrak. it is a standard ITIL driven application with user-friendly interface to track Issues for your organization or your customers. That's not end of it. It has standard and functionalities like Reports, Asset Management, Quick pick and Recurring Issues etc. which will make your life easier. It's not an high-end application though I guess small or mid sized organization will find it suitable. The best thing I like about IssueTrak that it captures labor hours of users, at each transaction, at each updates, at the end of day you can create a report and calculate how many hours you or your team had spent in a work or issues or projects etc. Isn't that interesting? I would love to recommend to anyone. Thanks IssueTrak!

Avantages

Quick pick, Recurring Issues, Reports, Note captures Labor hours.

Inconvénients

It's slow.
Email notification setup gets bug sometimes.
It lacks in connecting different modules like Organization, Users and Issue Type. Like you can not see what are the issue types supported by the organization if you are at the organization page. You can not add/remove groups from user if you are at the user page.

DJ
Note globale
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Support client

Lacking Key Features

Publié le 09/02/2016

I have used one other ticket tracking system before and for this system to allow multiple users to...

I have used one other ticket tracking system before and for this system to allow multiple users to have the same issue open and editing is such an unfortunate design flaw. Make sure you have a rock-solid process in place otherwise you will be reaching out to people via phone or email at the same time! This makes our group seem horribly inefficient. Also to allow multiple Assets with the same serial number to be entered successfully? How is that helping to eliminate the duplicate entry of inventory items? Not only were we told that these are not under design but not even prepared for future designs.

Réponse de Issuetrak

We appreciate your feedback. Both items you mention are good suggestions for improvement.

Many Issuetrak customers employ our "Assign To Me" feature so that agents can grab an unassigned issue from the queue. That issue is then removed from the queue, and other agents won't try to grab it. But this method doesn't prevent the problem you mention 100%. I checked UserVoice, and I see several other people have requested more robust handling of simultaneous updates. I contacted our product manager, and he says this is an issue we will be addressing.

The other problem isn't so clear-cut. There could be times when it is OK to have assets with the same serial numbers. What if they come from different manufacturers?

I see Arbitration Forums has been a customer for almost nine years! We've enjoyed working with you and your colleagues over the years.

If you have any more suggestions, please let us know, or feel free to put them directly into issuetrak.uservoice.com.

Th
Note globale
  • Secteur d'activité: Production alimentaire
  • Taille de l'entreprise: 51–200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

Lifesaver

Publié le 07/02/2023

Overall the staff has been professional, friendly and knowledgeable.

Overall the staff has been professional, friendly and knowledgeable.

Avantages

Issuetrak has been a lifesaver, cutting down on continues hours of data entry.From building the data base for our needs, to the customer support team for questions the staff has been professional, friendly and knowledgeable.

Inconvénients

It took sometime ironing out our processes but it was a true team effort!

Réponse de Issuetrak

Thank you for your honest review! We're delighted to hear that you have found Issuetrak to be a lifesaver for your business operations! Your feedback has been relayed to our Product team, but if you have any additional feedback about our software and how we can improve, don't hesitate to submit your ideas to our feedback form on our website, https://www.issuetrak.com/feedback, which goes directly to our Product team. Thank you again!

Utilisateur vérifié
Note globale
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 6.0 /10

We used it for end user issues tracking at active phase of the project

Publié le 19/06/2018

We've got some experience how to set up better process for our end-users issues tracking

We've got some experience how to set up better process for our end-users issues tracking

Avantages

What I liked the most is ability to configure custom processes per team.
Also if team-specific setup worked good for single team, it was easy to share it with other teams.
Most of our clients liked escalation feature. As we were a small team, sometimes reminder that some issue is on hold is too long on hold worked as additional motivational factor.
We also liked a feature, that allowed to set up custom rules for issues assignment. E.g. if someone is good at something or someone's action/approval is the first step of something, some kind of issues goes to him/her automatically.

Inconvénients

They are good when you use only current set of features and experience no issues.
As soon as you experience an issue or wait for their software upgrade, timelines are really unpredictable (company has been working at different pace allover the time).

Afficher 5 avis sur 188 Lire tous les avis

Issuetrak - FAQ

Voici quelques-unes des questions fréquentes sur Issuetrak.

Types de licences disponibles pour Issuetrak :

  • À partir de: 26,00 $US/mois
  • Type de licence: Abonnement
  • Essai gratuit: Disponible

Utilisateurs habituels du logiciel Issuetrak :

Auto-entrepreneur, 2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

Langues dans lesquelles Issuetrak est disponible :

allemand, anglais, danois, espagnol, français, irlandais, italien, néerlandais, portugais

Appareils pris en charge par Issuetrak :

Android (mobile), iPhone (mobile), iPad (mobile)

Applications s'intégrant à Issuetrak :

Azure Active Directory, Google Analytics 360, Microsoft 365, Microsoft Azure, Microsoft Power BI, Okta, SwaggerHub, Zapier

Ressources d'aide disponibles pour Issuetrak :

Service client/e-mail, FAQ/forums, Base de connaissances, Support téléphonique, Support 24/7 (réponse directe), Chat

Catégories connexes

Consultez toutes les catégories de logiciels trouvées pour Issuetrak.