Issuetrak

¿Quién usa Issuetrak?

La solución brinda servicios a empresas y departamentos de todos los tamaños de una amplia gama de sectores. Es la opción ideal para cualquier negocio que necesite realizar un seguimiento de los problemas/las solicitudes y mejorar el flujo de trabajo con una mejor visibilidad.

¿Qué es Issuetrak?

En Issuetrak, se han implementado servicios de asistencia y centro de ayuda para todo tipo de industrias y departamentos. El objetivo es ayudar a empresas como la tuya a realizar un seguimiento de los tickets, los problemas y las solicitudes desde el envío hasta resolución. Fácil de implementar y envío por correo electrónico, dispositivo móvil o Web. Gracias a la asignación y escalación automática de tickets, los formularios personalizados, los campos definidos por el usuario, los indicadores de tablero fáciles de visualizar y los informes detallados, Issuetrak proporciona a tu equipo las herramientas necesarias para asegurarse de que ningún ticket o problema se pierda entre la multitud.

Información sobre Issuetrak

Issuetrak

http://www.issuetrak.com

Fundada en 1992

Asistencia

  • En horario ininterrumpido (atiende un representante)
  • Horas laborables
  • En línea

Implementación

  • En la nube, SaaS, web
  • Instalado: Windows

Formación

  • En persona
  • En directo en línea
  • Seminarios web
  • Documentación
Vídeo de Issuetrak
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Resumen de precios de Issuetrak

Issuetrak no tiene versión gratuita, pero ofrece una prueba gratis. La versión de pago de Issuetrak está disponible a partir de USD 59.00/mes.


Precio inicial

USD 59.00/mes

Versión gratuita

No

Prueba gratis

Funciones de Issuetrak

  • Auditoría de problemas
  • Gestión de alzadas
  • Gestión de asignaciones
  • Gestión de la base de conocimiento
  • Gestión de proyectos
  • Gestión de tareas
  • Panel de comunicaciones
  • Problemas recurrentes
  • Programación de incidencias

Lista completa de Herramientas de seguimiento de problemas

  • Calendario de cambios
  • Flujo de trabajo de aprobación
  • Gestión de la conformidad
  • Gestión de la formación
  • Gestión de tareas
  • Gestión de versiones
  • Planificación de cambios
  • Priorización
  • Registro de auditoría

Lista completa de Herramientas para el cambio organizacional

  • Acciones correctivas (CAPA)
  • Clasificación de quejas
  • Enrutamiento
  • Gestión de casos
  • Gestión de comentarios
  • Gestión de encuestas
  • Gestión de formularios
  • Gestión del control de calidad
  • Portal de autoservicio
  • Seguimiento de problemas
  • Seguimiento de quejas de clientes
  • Supervisión de redes sociales

Lista completa de Software de gestión de quejas

  • Alertas y alzada
  • Almacenamiento de documentos
  • Chat en tiempo real
  • Comunicación multicanal
  • Configuración de flujos de trabajo
  • Control/Acceso remoto
  • Creación de informes/análisis
  • Creación de marca personalizable
  • Enrutamiento automatizado
  • Gestión de SLA (Service Level Agreement)
  • Gestión de centros de atención telefónica
  • Gestión de la base de conocimiento
  • Gestión de recursos informáticos
  • Gestión de tickets
  • Integración de correo electrónico
  • Integración de redes sociales
  • Macros y modelos de respuestas
  • Portal de autoservicio
  • Seguimiento de interacciones
  • Supervisión de redes

Lista completa de Software de help desk

  • Alertas y alzada
  • Asistente virtual
  • Base de conocimientos
  • Chat en vivo
  • Encuestas y comentarios
  • Gestión de centros de atención telefónica
  • Gestión de citas
  • Gestión de colas de espera
  • Gestión de correo electrónico
  • Gestión de flujos de trabajo
  • Integración de redes sociales
  • Métricas de rendimiento
  • Portal de autoservicio

Lista completa de Software de servicio al cliente

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Reseñas de Issuetrak

Mostrando 5 de 152 reseñas

En general
4.5/5
Facilidad de uso
4.4/5
Atención al cliente
4.7/5
Funcionalidades
4.4/5
Relación calidad-precio
4.5/5
Valery K.
Support Services Specialist
Administración gubernamental, 201-500 empleados
Ha utilizado el software durante: Más de dos años
  • Calificación global
    5/5
  • Facilidad de uso
    5/5
  • Características y funcionalidades
    5/5
  • Asistencia técnica
    5/5
  • Relación calidad-precio
    5/5
  • Probabilidad de recomendación
    10/10
  • Fuente de la reseña 
  • Publicado el 8/2/2018

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

Comentarios: 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.

Contras: 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.

  • Fuente de la reseña 
  • Publicado el 8/2/2018
King L.
IT Support Technician
Tecnología y servicios de la información, 501-1000 empleados
Ha utilizado el software durante: Más de dos años
  • Calificación global
    5/5
  • Facilidad de uso
    4/5
  • Características y funcionalidades
    4/5
  • Asistencia técnica
    5/5
  • Relación calidad-precio
    5/5
  • Probabilidad de recomendación
    10/10
  • Fuente de la reseña 
  • Publicado el 9/11/2017

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

Comentarios: 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.

Contras: 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.

  • Fuente de la reseña 
  • Publicado el 9/11/2017
Justin E.
IT Director
Consultoría de gestión
Ha utilizado el software durante: Más de dos años
  • Calificación global
    2.5/5
  • Facilidad de uso
    2.5/5
  • Características y funcionalidades
    1/5
  • Asistencia técnica
    4.5/5
  • Relación calidad-precio
    Sin valoración
  • Probabilidad de recomendación
    3/10
  • Fuente de la reseña 
  • Fuente: SoftwareAdvice
  • Publicado el 30/9/2015

"Horrible for anything but canned actions"

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.

Contras: 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.

  • Fuente de la reseña 
  • Fuente: SoftwareAdvice
  • Publicado el 30/9/2015
Chad M.
IT Support Specialist
  • Calificación global
    5/5
  • Facilidad de uso
    5/5
  • Características y funcionalidades
    Sin valoración
  • Asistencia técnica
    5/5
  • Relación calidad-precio
    Sin valoración
  • Probabilidad de recomendación
    Sin valoración
  • Fuente de la reseña 
  • Publicado el 16/3/2015

"Maillie Review of cloud base issuetrak - Chad Mohr"

Comentarios: 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.

Respuesta de proveedores

por Issuetrak el 30/4/2015

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

  • Fuente de la reseña 
  • Publicado el 16/3/2015
Elisabeth H.
Director, Member Support and Training
Software informático, 11-50 empleados
Ha utilizado el software durante: Más de dos años
  • Calificación global
    5/5
  • Facilidad de uso
    5/5
  • Características y funcionalidades
    5/5
  • Asistencia técnica
    5/5
  • Relación calidad-precio
    5/5
  • Probabilidad de recomendación
    10/10
  • Fuente de la reseña 
  • Publicado el 3/5/2019

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

Comentarios: 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.

Contras: 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.

  • Fuente de la reseña 
  • Publicado el 3/5/2019