About Issuetrak

Issuetrak makes it possible for customers from a broad range of industries to track information in a way that is easy to enter, display, and interact with. Customers can choose whether to host Issuetrak themselves on-premise, or take advantage of our Cloud environment.

Our Identity Management integration can use Active Directory, as well as AD Federation Services, Azure AD, and third-party OAuth / OpenID Connect providers to provide access to your Issuetrak site.

The Asset Management add-on module enables you to:

* Regularly report on the state of PCs and Macs on your network
* Audit what software is installed
* Track the number of licenses available for each software title that is available versus what is used
* Use permissions to decide who has access to the information tracked by the module

Submitting Issues

Submitting issues doesn't require any training or even a login, since users can send an email or fill out a webform to submit. Your organization's internal users can access your site via a web browser to allow them to submit issues. You can also use Issuetrak's API to submit issues from a custom application. New issues can be submitted by cloning from existing ones. Issues can be submitted on a scheduled basis, ensuring that regular maintenance is done or reminders are automatically sent to the appropriate team.

List of submission options:
* Incoming Email
* Webform
* Direct submission through a web browser
* Cloning
* Scheduled Issues

Status / Substatus

The status of an issue can only be Open or Closed. But Issuetrak allows you to create an unlimited number of substatuses to suit as many scenarios as you like.

Examples of issue substatuses:

* New
* Pending Customer Response
* Customer Response Received
* Part on Backorder
* On Hold



Let your Issuetrak site move issues forward - even in your absence - with the use of Automation. Issuetrak gives you the ability to design workflows that will automatically apply to issues matching specific criteria. For example:

* Triggers will escalate an issue a certain amount of time after it was entered, or after the last activity
* Additional conditions can be applied to ensure that only certain issues get escalated. Examples of these conditions are: Priority, Issue Type, whether the issue has been escalated before, and who the issue is currently assigned to
* Determine what happens to the issue when it is escalated: Does the assignment, priority, or substatus change? Does the workflow add a note, which will fire a notification to those subscribed to the issue? Does the issue get closed?

Substatus Rules

These allow you to automatically change the substatus of issues when certain events happen. For example, you could have a rule that does the following:

* Check to see if the issue's substatus is currently set to "Pending Customer Response"
* Monitor the issue to determine when a note is added by the issue's submitter
* When a note is added from the submitter, change the substatus to "Customer Response Received"

Auto Assignment Rules

Issues can be automatically assigned to a user or group based on a wide variety of criteria, including:

* The organization the issue was submitted for
* The submitter's location
* Issue type
* Issue priority
* Whether the issue was submitted within a specific timeframe (for example, between 8 a.m. and 5:45 p.m. on a Tuesday)

Visibility Controls

Set visibility of issues based on the issue type, a given user's Organization and Department membership, whether they are subscribed to an issue's notifications, and more.

Pricing starting from:


  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Issuetrak

Key benefits of Issuetrak

- Industry-leading customer support and fast setup
- Highly configurable - tailor to suit your business
- Dashboards and the Issue Hub provide at-a-glance insights
- Business Rules and Round Robin issue assignment let you automate your processes
- Reports let you analyze your issues for future risk management

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)


  • Cloud-based
  • On-premise


Australia, Brazil, Canada, Germany, India and 5 others

Supported Languages

Danish, Dutch, English, French, German and 4 others

Pricing starting from:


  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Issuetrak


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Issuetrak video
Issuetrak Software - Issue Hub
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Issuetrak Software - Issuetrak Detailed Issue View
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Total features of Issuetrak: 173

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Analytics
  • Application Management
  • Appointment Management
  • Approval Process Control
  • Approval Workflow
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Backlog Management
  • Billing & Invoicing
  • Budget Management
  • Bug Tracking
  • Bug/Issue Capture
  • Calendar/Reminder System
  • Call Center Management
  • Case Management
  • Cataloging/Categorization
  • Change Management
  • Change Planning
  • Change Tracking
  • Chat/Messaging
  • Chatbot
  • Checklists
  • Client Portal
  • Collaboration Tools
  • Commenting/Notes
  • Commercial Properties
  • Communication Management
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contact Database
  • Contact Management
  • Content Library
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Communication
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Import/Export
  • Data Visualization
  • Document Management
  • Document Storage
  • Email Alerts
  • Email Management
  • Email Templates
  • Employee Management
  • Equipment Maintenance
  • Equipment Management
  • Event Triggered Actions
  • Facility Asset Management
  • Feedback Management
  • File Management
  • Fixed Asset Management
  • For Nonprofits
  • For Schools
  • Forms Management
  • Full Text Search
  • Help Desk Management
  • Historical Reporting
  • IT Asset Management
  • IT Asset Tracking
  • Inbox Management
  • Incident Management
  • Interaction Tracking
  • Internal Chat Integration
  • Inventory Control
  • Inventory Management
  • Inventory Tracking
  • Invoice Management
  • Issue Auditing
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Learning Management
  • Live Chat
  • Maintenance Management
  • Materials Management
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple Projects
  • Multiple User Accounts
  • Parts Management
  • Performance Metrics
  • Pre-built Templates
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Quality Assurance
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recurring Issues
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Reporting/Project Tracking
  • Requisition Management
  • Rich Text Editor
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Scheduled/Automated Reports
  • Search/Filter
  • Self Service Portal
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Service Request Management
  • Single Sign On
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Task Planning
  • Task Progress Tracking
  • Task Scheduling
  • Template Management
  • Templates
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Training Management
  • User Management
  • Vendor Management
  • Voice Mail
  • WYSIWYG Editor
  • Website Integration
  • Work Order Management
  • Workflow Configuration
  • Workflow Management



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Overall rating

4,6 /5
Value for Money
Ease of Use
Customer Support

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Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 181
Overall rating
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

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

Reviewed on 2019/05/03

Issuetrak replaced another system that was not at all customizable and just wasn't meeting our...

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.


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.


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.

Overall rating
  • Industry: Information Technology & Services
  • Company size: 501–1 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

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

Reviewed on 2017/11/09

When I was hired as an IT Tech Support for Old Wisconsin Sausage, I was told that all IT requests...

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.


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.


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.

Overall rating
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support

Lacking Key Features

Reviewed on 2016/02/09

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.

Response from 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.

Overall rating
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support

Maillie Review of cloud base issuetrak - Chad Mohr

Reviewed on 2015/03/16

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.

Response from 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

Overall rating
  • Industry: Computer Software
  • Company size: 501–1 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Love to recommend IssueTrak!

Reviewed on 2016/11/02

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!


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


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.

Showing 5 reviews of 181 Read all reviews

Issuetrak FAQs

Below are some frequently asked questions for Issuetrak.

Issuetrak offers the following pricing plans:

  • Starting from: US$69,00/month
  • Pricing model: Subscription
  • Free Trial: Available

Issuetrak is help desk and service desk software perfect for issue resolution and incident tracking of all kinds. We offer unlimited free users with up to 50 permissions controlled by your paid agents, including the ability to submit, edit, and close issues. And we make implementation easy - Cloud sites can be up in as little as 24 hours, and our top-rated, 100% U.S.-based 24/7 support is included! Both Cloud and On-Premise hosting options are available. No confusing tiers. No complicated math. Refreshing, don’t you think?

Issuetrak has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

Issuetrak supports the following languages:

Danish, Dutch, English, French, German, Irish, Italian, Portuguese, Spanish

Issuetrak supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Issuetrak integrates with the following applications:

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

Issuetrak offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

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