One Solution for Your Issue Tracking, Service Desk, Customer Support and Process Management Needs

Powerful Software. World Class Support. Outstanding Value.

Founded in 1992 First version of IssueTrak released in 2000 1700+ clients in 36 countries Customer satisfaction rates over 95% U.S. - based support and development

Our Goal To help your organization more efficiently track issues, reduce costs, and ensure continuous improvement through effective process management. Our Mission To be our customers best software partner.

Issue
Tracking

Process
Management

Help Desk

Customer Support

Provide Outstanding Service

Keep issues from falling through the cracks Assign tasks automatically to speed response time and resolution Standardize responses to improve quality

Improve Communication
Keep staff, managers and customers on top of issue status Document and share best practices for handling common situations

Control Costs
Quantify time and money spent to resolve problems Track and optimize issue management; streamline procedures Train staff in how to handle issues Give customers a way to help themselves

Asia/Pacific

Europe

Central & South America

Australia New Zealand Thailand Aruba Barbados Bermuda Dominican Republic Jamaica Puerto Rico St. Lucia

Caribbean

Czech Republic Denmark Germany Netherlands Northern Ireland Scotland Spain Sweden Switzerland United Kingdom

Costa Rica Mexico Venezuela Ghana Israel Jordan Nigeria South Africa United Arab Emirates Canada

Middle East & Africa

North America

Powerful Software
High-quality software with extensive features, an impressive ease of use, and the flexibility to adapt to your organization.

Fast Response Support

IssueTrak's award-winning Virginia-based technical experts quickly resolve any problems and consistently exceed expectations.

Outstanding Value
Unlimited standard users, 55 free capabilities, unlimited issues, and flexible purchase options.

Issue Management

Optimal issue management through simplified tracking, communication and resolution of issues.

Process Management
Continuous improvement through effective process management.

Knowledge Management
Capture and preservation of accessible institutional knowledge.

Reports Management
Actionable management data via a range of automated Reporting tools.

System Capabilities
Effectively manage and track the items that are important to you using features set-up according to your own business practices.

Customizable Features
Simple checkboxes allow you to turn on only the features you need.

Self-Service
Allow your users to input and update their own issues and search for commonly needed answers.

Reporting Capabilities
Multiple reporting options allow you to quickly access information and provide it those that need it.

Leverage for Multiple Uses

IssueTrak handles everything from IT help desk to issue tracking, process management, or customer support .

Numerous Industry Applications

IssueTrak is currently used in a wide variety of industries including healthcare, government, education, manufacturing, and telecommunications.

Customizable Configuration
IssueTrak is flexible and can be easily configured through simple administrative tools such as check boxes and text. IT assistance is not required for customization.

Technical
The only technical limitations to the size of your system are the limits of the servers capacity. According to Microsoft, SQLs maximum capacity is the number of records it would take to fill 524,000 Terabytes of data.

Licensing
IssueTrak can scale with your business. There are no minimum license quantities to purchase. The number of free users or amount of issues on your system is unlimited.

Easy for your Staff

IssueTrak software is easy to use and your staff can handle issues from anywhere they can access the web, even through a mobile device.

Easy for your Customers

Allow your users to submit and update their own issues through the web portal or by email.

Rapid Deployment
The web-based software is very easy to set up an automated installer walks you through the steps. You can be up and running in as little as 60-90 minutes.

IssueTrak allows you to map:

Complex organizational structures by:

Customers or Subsidiaries Locations and Regions Departments Groups

Processes
Standard Procedures Ad-hoc Processes Approvals

Complex hierarchies by:

Classes Issue Types Subtypes

Active Directory
Synchronize all users within your existing Active Directory, enables single sign on.

Asset Management
Captures detailed hardware and software information, tracks software compliance, and maintains inventory of both IT and non-IT assets.

Incoming Email Processor

Allows your users or customers to submit support requests through email.

Surveys

Billing
Invoice billable items directly from IssueTrak. Includes customized invoice and work order templates.

Generate automated online surveys, send them to a target audience, collect and analyze your results.

Comprehensive and Accessible

Unlimited telephone, email and web support All support services are US based.

Quick Response Developer Team

IssueTrak has a formal "Quick Response" group -- a team of Developers dedicated to providing a fast and integrated response to more complex technical or code-related issues.

Training Options
Onsite personalized one-on-one time with a trainer Remote hourly configuration, training, consulting

Service Packages
Administrator how to support your processes and procedures User how to submit issues, search, use knowledgebase, more Jump Start quickly configure IssueTrak for new customers Tune Up help existing customers optimize new releases

IssueTrak is staffed by experts who helped us assess our operational needs and provided deployment, best practices and integration services. Pro Services took our business personally. They listened to us and delivered value.
Dione Carlock, Maricopa County

First, I really appreciate your teams support. No matter how small, insignificant, or critical, your support team treats each call respectfully and professionally. Knowing someone will respond in a timely manner and pleasantly is that Nordstrom customer service we love here in Seattle. The software is running stable, strong and meets our expectations; a rarity in the software world! Everyone, from engineers to the callers are loving the new tool! Thanks again! Keep building a great product.

I can honestly say that there is no software vendor I deal with that gives me the level of support and attention everyone at IssueTrak does. Thank you for all of your help and I look forward to bigger and better things from both your software and your company.

Dan Orme-Doutre Microsoft

I am most impressed by everyone I have ever dealt with at IssueTrak.

Donald Farland Raytheon

My experience with IssueTrak has been wonderful. The product is easy to use and the support is great!

Terry Smith Verizon

Norm Cushing University of Arizona

Real-time data access Instant data synchronization Rapid service delivery Increased customer satisfaction Immediate deployment

Nothing to install

Name: Title: Email: IssueTrak, Inc. 249 Central Park Avenue Virginia Beach, VA 23462 1.866.ISSUETRAK (866.477.8387) 1.757.213.1302 www.issuetrak.com

I'm very satisfied. It's very simple and it helps me stay organized. "

Project Manager Whittaker Controls

The IssueTrak solution has worked very well for us, it seems to be exactly what we were looking for. We really appreciate the fact the support, design team, and sales team has been very accommodating and responsive to our questions and requests. The customer service plays a large part in that satisfaction.

Lynette Holiday Michigan First Credit Union