Issuetrak Product Feedback

Issuetrak’s success relies on tight collaboration with our customers. Tell us, how could we make your life better with Issuetrak?

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  1. Ability to drag and drop attachments from an email in Outlook

    Files can only be dragged and dropped from the desktop or a folder. It would be very helpful if we could simply drag/drop an attachment from an email directly into IssueTrak.

    Ticket 101467

    2 votes
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      0 comments  ·  Flag idea as inappropriate…  ·  Admin →
    • Exclude users from receiving surveys.

      We have system tickets automatically created every day. We don't want survey invitations to go to these system accounts. Would like to be able to exclude a user from receiving survey invitations. Wondering if this is why out survey responses are so low...because they are being sent to unmanned emails.

      1 vote
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        0 comments  ·  Surveys  ·  Flag idea as inappropriate…  ·  Admin →
      • Be able to see who the surveys have been sent to (or by ticket number)

        Our survey responses are very low. We would like to see who the surveys are being sent to, by email address or ticket number.

        1 vote
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          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
        • When closing a ticket, have an option for the tech to send a survey.

          We have a survey sent every 5 tickets closed. We would like the ability to send a survey for a specific ticket.

          1 vote
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            0 comments  ·  Flag idea as inappropriate…  ·  Admin →
          • Add Task Assigned to Substatus Rules

            Is it possible to add an event for when a task is assigned?

            Currently I can't use the substatus rules for what we want because the Assign event only seems to work for when an issue is assigned to an agent.
            I need to be able to change the substatus when a task is assigned to an engineer.

            1 vote
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              0 comments  ·  Status/Substatus  ·  Flag idea as inappropriate…  ·  Admin →
            • Update report export to modern file type

              Would be great if we could get exported reports to use a more modern file type (.XLSX vs .XLS). .XLSX has been around since Office 2007. Our security policies are having issues with the older file types. Have to go through a bunch of steps to open and be able to manipulate the data. Thanks

              2 votes
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                0 comments  ·  Reporting  ·  Flag idea as inappropriate…  ·  Admin →
              • Make "First Call Resolution" an editable field anytime and not just on the close screen.

                "First Call Resolution" should be an editable field at any time during the life of the issue, not just on the close screen. This would benefit those of us who set up automation rules for closures because we can click the box when editing. If the issue closes during automation we lose that functionality.

                11 votes
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                  0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
                • 1 vote
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                    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                  • Add "Assign Group Member" to email subject when group is taken off as assigned to on issue

                    Currently when a group is assigned an issue the members of the group receive an email notification informing them they have been assigned an issue because they are a member of the group. This does not happen when the group is no longer assign the issue.

                    3 votes
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                      1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                    • Completed tasks that show in email notifications should also show what the user chose; Yes, No or NA.

                      Currently, email notifications show "Completed On", but it would be helpful to see what the user chose; Yes, No or NA.

                      1 vote
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                        0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                      • We would like to be able report on the average time per assignee and next action for last action.

                        We would like to be able report on the average time per assignee and next action for last action. Based on a period of time we should be able to see how long it takes between updates for tickets. Maybe a last activity history added to the issue change log.

                        2 votes
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                          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                        • Auto Asign tasks based on Manger attribute in Active Directory

                          I'd like to have the AD sync module pull additional information from a user account such as Manager, Assistant, Secretary, etc and utilize this to build a relationship between a user and their boss, or subordinate. I want this relationship used in the tasks module so an agent can assign a task within a ticket to the submitter boss or subordinate; say for purchase approvals.

                          1 vote
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                            0 comments  ·  Tasks  ·  Flag idea as inappropriate…  ·  Admin →
                          • Bring Issues Window to for front whent window is already open

                            This changed after I was upgraded versions to v10 With IE I click on the link on my dashboard of the number of issues it brings up the list of my issues, if I minimize that screen then click on it again, it doesn't bring up the screen, and it used to. SEE ISSUE#100558 with you guys I opened, This is so annoying now, I have to go down to my task bar and find the issues window.

                            1 vote
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                              0 comments  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
                            • Merging issues when there are duplicates or more than one customer

                              A easier/faster process for merging issues that have attachments. The current process is ridiculous and too time con

                              14 votes
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                                0 comments  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
                              • Ability to filter incoming email by group

                                We would like to have the ability to put restrictions on the incoming email ticket creation component of Issuetrak. Specifically what we are trying to accomplish is to allow everyone to still add notes by replying to ticket emails but I only want a specific subset of users to be allowed to create tickets using email.

                                1 vote
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                                  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                                • Allow images sent in an email to be appended in the notes.

                                  Images that are in the email are added to the issue as attachments, rather than being appended to the notes. There are times when a customer adds the image in the email, makes no reference to it because it's right in the email so we don't even know to check the attachments for the image. See ticket 100438.

                                  1 vote
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                                    0 comments  ·  Attachments  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Import iCal file into IssueTrak for Holidays or agent time off

                                    Since Outlook integration is not happening yet, the ability to manually export an iCal file from an outlook calendar and import it into IssueTrak would be functional. The goals would be to educate IssueTrak an entire list of holidays to add to the hours of operation, or to adjust ticket times for an agent who is out of the office for a day or more.

                                    1 vote
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                                      0 comments  ·  Calendar  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Site's use of Google API hindering access for China-based associates

                                      Associates in China have issues accessing the Issue Trak site due to the use of the Google API by the site. The great firewall of China blocks any sites that use this API. Could we have a "mirror site" set up for our China users that does not use the Google API? They are able to access sometimes and eventually... but not always. It would greatly increase their productivity if they didn't have to keep waiting for the site to load or find other ways to get to it.

                                      1 vote
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                                        1 comment  ·  API/Integration  ·  Flag idea as inappropriate…  ·  Admin →
                                      • We would like to see Issue Trak users automatically "activated" instead of having to do it manually.

                                        We use AD to integrate with Issue Trak. We frequently deactivate and subsequently activate users in our AD infrastructure but once the itrak sync flags the user as "deactivated" it does not automatically "reactivate" the user once we do in AD.

                                        3 votes
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                                          1 comment  ·  User Administration  ·  Flag idea as inappropriate…  ·  Admin →
                                        • When you click “Add Note” the cursor should automatically get set to the Note Memo box.

                                          Cursor should get set to the Notes section when you click on Add Note

                                          4 votes
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                                            0 comments  ·  Notes  ·  Flag idea as inappropriate…  ·  Admin →
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