IssueTrak

IssueTrack is an IT based support desk and workflow management system based online with local integration available as well. It is a very robust feature set included with your account that is comprehensive yet relatively simple to set up and start using quite quickly. The end user experience is very good too, they allow you to demo both the admin and end user experience prior to investing in their paid plans which are good. The user interface is quite full of functionality but it's well setup and easy to navigate around your account. The menus are labeled so this makes it easiest in my opinion as opposed to icon based menus. You have notification and alerts available via your email account to learn when users have responded. And you receive alerts with resolved tickets as well showing the solution so that's cool. The mobile access for IssueTrak is very good you can have your entire team be remote agents very effectively as they say this software works great on all devices so I would assume tablets, smartphones and computers or laptops. You have asset inventory and management available as a module which is cool and a prerequisite in terms of any sort of seamless scalability. This feature is not included with all IT support desk software so it's a professional element that helps to justify the cost. You can get into a nice workflow with this system as well. It allows you to create custom processes for multiple step routines as well as use branching and checklists to keep everything focused, organized and moving forward. You also have a very good selection of assignments and permissions you can delegate which helps everybody involved be on the same page and helps productivity and efficiency of the team overall. You can set up tiered departments and escalate certain issues according to priority so that goes a long way to making the best use of everyone's time. There's a custom form editor you can use to optimize forms to use from the admin side or operations including custom fields, permissions, issue types, as well as custom headers and messages per page so that's all good news. The end user experience is pretty good too. And you can customize which details you want to show to and have it be highly focused around your common issues and point to the knowledge base which is a preventative way to increase efficiency and conserve energy for the team as well as empower customers. I like the ability for several users to submit tickets for the same problem and on the admin side you can link multiple issues together in ways that helps speed things up too. There is an analytics and reporting tab which is good for an overview of performance. This can help you streamline your efficiency over time as well.

The pricing is not cheap. It's certainly not too much to justify if you have an established brand with current customers and want to obtain a good return on investment it's not going to be an issue. For a start up or smaller company it may be more cost effective to utilize a SpiceWorks free account to start with the support and a third party digital asset management software as a service to get going initially as a more cost effective system. But if you're in it to win and for the long term you do well to invest in IssueTrack and utilize their comprehensive suite of tools which awesome surprisingly easy to use.

This is a highly professional IT support solution and I can certainly understand why it is well received by its users. The features are very robust yet easy to use at the same time. There is a lot of customization and configuration possible in your account so you can create an incredibly efficient workflow for individuals along with advanced workflow features which make it much more seamless across your entire company as well as for customers.