Issuetrak
Help desk software
Customer self-service software
Incident management software
IT service management tools
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$237 per month
Free Trial
Free version unavailable
Small
Medium
Large
- Construction
- Real estate and property management
- Public sector and nonprofit organizations
What is Issuetrak
Issuetrak is a help desk and issue-tracking platform used to log, route, and resolve service requests across IT, facilities, HR, and other internal service teams. It supports ticket intake via email and web forms, workflow rules for assignment and escalation, and reporting for operational visibility. The product is commonly deployed by mid-sized to enterprise organizations that need configurable processes and auditability rather than a lightweight shared inbox. It also includes optional self-service capabilities such as a knowledge base and service catalog-style request forms.
Configurable workflows and forms
Issuetrak provides configurable request forms, categories, and workflow rules to match different internal service processes. Teams can set routing, escalation, and status transitions to standardize how work moves through the queue. This configurability supports multiple departments using one system while keeping processes distinct. It is well-suited to organizations that need structured intake and consistent handling of requests.
Strong ticket tracking and audit
The platform maintains detailed ticket histories, including updates, assignments, and status changes, which supports accountability and compliance needs. It enables teams to track SLAs, due dates, and escalation paths to reduce missed commitments. Reporting and dashboards help managers monitor volumes, backlogs, and resolution performance. These capabilities align with environments that require traceability beyond basic email-based support.
Self-service request intake options
Issuetrak supports end-user self-service through web portals and structured request forms, reducing manual triage. Organizations can publish knowledge content to deflect common requests and guide users to the right submission path. This helps standardize data captured at intake, which improves routing and reporting quality. It fits shared-services models where many employees submit requests to centralized teams.
UI can feel dated
Compared with newer service desk tools, the user interface is often perceived as less modern and may require more clicks for common actions. This can affect agent efficiency and end-user adoption, especially for occasional requesters. Organizations may need to invest in portal/form design and training to improve usability. UI expectations can be a deciding factor when evaluating alternatives in the same space.
ITSM depth varies by need
While Issuetrak covers core ticketing and workflow, organizations seeking full ITIL-aligned ITSM breadth (for example, advanced CMDB, discovery, or complex change enablement) may find gaps depending on requirements. Some ITSM capabilities may require additional configuration or complementary tools. This makes fit assessment important for mature IT operations teams. It is often strongest for request/incident-style workflows rather than end-to-end IT operations management.
Integrations may require effort
Integration options exist, but connecting to a broad set of third-party business systems can require technical work, middleware, or professional services depending on the target systems. Data synchronization and identity/SSO setups may also add implementation complexity. Organizations with extensive integration needs should validate available connectors and APIs early. This can lengthen time-to-value compared with products that provide more turnkey app marketplaces.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Cloud — Monthly | $79 per agent/month (3-agent minimum) | Per-agent monthly billing; includes free unlimited end users; standard cloud benefits (US/Canada hosting, SOC2, custom URL, sandbox); 14-day free trial available. |
| Cloud — Annual | $876 per agent (billed annually, 3-agent minimum) | Annual prepaid option (equivalent to $876/agent/year); includes same cloud benefits and free unlimited end users. |
| On‑Premises — Annual (subscription) | $478 per agent (annual, 3-agent minimum) | Self-hosted annual subscription per agent; includes free unlimited end users. |
| On‑Premises — Perpetual (one-time) | $1,059 per agent (one-time, 3-agent minimum) | Perpetual license (one-time fee) for self-hosted deployment; includes free unlimited end users. |
Additional notes: Add‑ons (Asset Management, Billing, Chat, Identity Management/SSO, Surveys, Webforms) are available and priced separately; implementation and hosting services list separate fees (e.g., webform implementation and hosting).
