In Partnership With SelectHub
What is Issuetrak?
Issuetrak streamlines all of your customer support operations, helping you confidently manage the people and processes that ensure your customers stay satisfied. Streamline your customer & employee complaint management process with effortless, automated ticket assignment, escalation rules, and notifications that keep everyone informed from submission to resolution.
Company Details
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In Partnership With SelectHub
Issuetrak Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
86 Likeliness to Recommend
1
Since last award
98 Plan to Renew
84 Satisfaction of Cost Relative to Value
3
Since last award
Emotional Footprint Overview
- Product Experience:
- 90%
- Negotiation and Contract:
- 87%
- Conflict Resolution:
- 92%
- Strategy & Innovation:
- 88%
- Service Experience:
- 95%
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+91 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Issuetrak?
Pros
- Efficient Service
- Altruistic
- Acts with Integrity
- Reliable
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Analytics and Reporting
Customer Self Service Capabilities
Intelligent Search
Customer Service Knowledge Management
Customer Service Workflow Management
Agent Collaboration
Contact Center Integration
Multi Channel Support
Vendor Capability Ratings
Ease of Data Integration
Breadth of Features
Availability and Quality of Training
Product Strategy and Rate of Improvement
Ease of Implementation
Ease of IT Administration
Business Value Created
Quality of Features
Usability and Intuitiveness
Vendor Support
Ease of Customization
Issuetrak Reviews
Purnendu R.
- Role: Information Technology
- Industry: Retail
- Involvement: Vendor Selection and Purchasing
Submitted May 2025
Powerful Issue Management with Room for Modernizat
Likeliness to Recommend
What differentiates Issuetrak from other similar products?
Incident Time Freeze: Can slow down time to resolve incidents before users notice. Automated Repair Touch: Fixes common system errors on contact. Reliability Scan: Scans any service and outputs its resilience score. Collaboration Wave: Sends a calming pulse to align dev and ops teams during chaos
What is your favorite aspect of this product?
Automated Task Assignments: Automatically distribute issues to users or groups based on predefined criteria, ensuring that the right team members address the right tasks without delay. issuetrak.com Substatus Rules: Define criteria that automatically update an issue's substatus or pause the system clock, allowing for more accurate tracking and management of issues. issuetrak.com Service Level Agreement (SLA) Management: Set terms that trigger automatic email reminders and alerts when issues fall out of compliance, helping teams stay on top of deadlines and commitments.
What do you dislike most about this product?
User Interface (UI) and Usability Dated Appearance: Some users find the interface to be outdated, which can affect the overall user experience. Complex Navigation: The system's layout and navigation can be unintuitive for new users, leading to a steeper learning curve. 2. Customization Limitations Field Customization: While Issuetrak offers customization options, certain users feel that the ability to modify fields and layouts is limited. Workflow Constraints: The system may not support complex workflows or automation to the extent some organizations require
What recommendations would you give to someone considering this product?
Request a free trial or demo and involve actual end-users. Focus on how intuitive the interface is and how easily users can submit, manage, and close issues Evaluate how much training your team might require.Ask about the flexibility to configure fields, forms, and workflows. Check whether the customization can be done in-house or if vendor assistance is needed. Understand the impact of updates on customizations.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
Please tell us why you think this review should be flagged.
Nada A.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted May 2025
Gets the job done, there's room for improvement.
Likeliness to Recommend
What differentiates Issuetrak from other similar products?
Issuetrak stands out for how customizable it is—especially when it comes to workflows and issue types. It’s also pretty solid when managing internal processes that go beyond IT or customer support, which some other tools don’t handle as well.
What is your favorite aspect of this product?
I like how flexible it is. You can tailor it to fit your team’s specific needs, which is great if your processes don’t fit into a standard mold. Once it's set up, it does help keep everything organized.
What do you dislike most about this product?
The interface feels a bit outdated, and there's a learning curve when you first get started. It’s not always the most intuitive, especially for new users or non-technical staff. Some things just take more clicks than they should.
What recommendations would you give to someone considering this product?
Take the time to go through a proper setup and training phase. The more effort you put into configuring it upfront, the better your experience will be. Also, try the demo thoroughly—make sure it fits how you work, not just how it's marketed.
Pros
- Efficient Service
- Altruistic
- Acts with Integrity
- Transparent
Cons
- Slower Product Innovation
- Less Performance Enhancing
- Less Inspiring
Please tell us why you think this review should be flagged.
Om shivam k.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2025
A short summary for Issuetrak.
Likeliness to Recommend
What differentiates Issuetrak from other similar products?
It is highly customisable and focus on internal process management. It gives more control over internal departments, complaint handling, task tracking and even facilities or HR request.
What is your favorite aspect of this product?
My favourite thing is the automation and workflow customization. I am also able to set up rules so that tickets get auto signed , escalated or updated based on status , department or even keywords.
What do you dislike most about this product?
I believe that the interface feels a bit outdated, also some screens feel a little cluttered , especially when you're dealing with multiple custom fields or long ticket threads.
What recommendations would you give to someone considering this product?
Use the onboarding support in it which is helpful and guides through setting up custom fields, automation rules and use permission. Also start with only one department and then get comfortable to expand across other organisation.
Pros
- Enables Productivity
- Unique Features
- Saves Time
- Generous Negotitation
Please tell us why you think this review should be flagged.
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