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. 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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      Received (under review)  ·  0 comments  ·  Issue Management  ·  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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        Received (under review)  ·  0 comments  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
      • Ability to change / update domain in user email address

        We often receive calls from Issuetrak administrators that do not have our active directory module or have users that are not in their active directory that are changing / updating their email domain and need a way to mass update all of their users to the new email domain.

        2 votes
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          0 comments  ·  Mass Update  ·  Flag idea as inappropriate…  ·  Admin →
        • Modify the asset search options

          Right now when you add an asset to the field it search by the asset#.

          I would like to be able to modify the field that it search for the asset.

          Instead of looking for the system generated asset# i want to search by the inventory# which is the number that i put on the equipment.

          2 votes
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            0 comments  ·  Issue Fields  ·  Flag idea as inappropriate…  ·  Admin →
          • private notes

            Add the security option to restrict users from viewing private notes for tickets that are not assigned to them. We have some users who work different queues of tickets and this would still allow them to see tickets in a different queue but would change the current behavior of private notes being a global on/off to be more granular.

            2 votes
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              0 comments  ·  Notes  ·  Flag idea as inappropriate…  ·  Admin →
            • Add more Font Families to the Rich Text Editor, such as Monospace.

              In version 9.9.6, the rich text editor allowed "Courier New" which belongs to the Monospace font family. This font (or family) is no longer available by default in the rich text editor for version 10.x. Although it is supported, to use this font, messages would need to be composed externally, then pasted into the field.

              Suggestion is to add more font variety from different families or the ability for the customer to add more supported fonts for their site in the "Font Family" drop-down field of the rich text editor.

              Ref: 101827

              2 votes
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                Received (under review)  ·  0 comments  ·  Rich Text Editor  ·  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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                  Received (under review)  ·  1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                • 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

                  3 votes
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                    Received (under review)  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                  • Bring back Agent template

                    Prior to Issuetrak 10, users could create AGENT Templates so that they can easily give their agents the higher permissions. With this being removed in Issuetrak 10, the user now has to create an Issuetrak group with agent permission, then add each user one by one to the group. If the customer has a high number of agents, this can be very time-consuming.

                    2 votes
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                      Received (under review)  ·  0 comments  ·  Active Directory  ·  Flag idea as inappropriate…  ·  Admin →
                    • Extend time for Incoming Email log from 3 to 5 or 7

                      instead of 3 days, do 5 days or 7 days. over the weekend 3 days is not enough time if you are troubleshooting a problem and no one worked over the weekend.

                      1 vote
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                        0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                      • remove the requirement for issue type when submitting issues

                        I'd like to see a setting that would remove the requirement for issue type when submitting an issue.

                        We've got several customers and prospects that want a dead simple issue submit page for their end users.

                        Furthermore, they want their agents to set the proper issue type the first time that they touch the issue so that the issue type is set properly.

                        For the end user this would mean that they could type a subject and a description and not worry about a bunch of extra fields like issue type.

                        Thanks,
                        Paul H.

                        1 vote
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                          0 comments  ·  Submitting Issues  ·  Flag idea as inappropriate…  ·  Admin →
                        • Grouping assets by Region and location ( Market)

                          I would like to assign assets to a region( East, West, Midwest, etc) and further narrow it by market location ( unique market ID). Also when assets are added to an issue, should have the granularity to add asset by chosen category ( Region / Market), such that the issue is recorded against all assets in the particular region or market. This is useful for tracking change management.

                          1 vote
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                            0 comments  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
                          • I would like to have the ability to use a Muli Select List as User Defined Field.

                            Some customers would like to have the ability to select more than one value in a list. For example, Select from a list of states, which ones you have stores in. Or From a list of Assets, which ones were affected by this ticket.

                            1 vote
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                              0 comments  ·  User Defined Fields  ·  Flag idea as inappropriate…  ·  Admin →
                            • Auto assignments should be in its own section/category

                              Auto assignments should be in its own section/category instead of inside of Business Rules.

                              1 vote
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                                0 comments  ·  Business Rules  ·  Flag idea as inappropriate…  ·  Admin →
                              • Ability to inactivate Organization

                                It would be nice to have the ability to inactivate Organization the same way as users or issue types. The current workaround is to rename organization by appending "z-" to the beginning of the Org name.

                                It would also be nice to have "Show Inactive Organizations" link at the top of the organization's list when a full list of Organizations needs to be viewed. The same way it is currently setup for issue types.

                                1 vote
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                                  0 comments  ·  Organizations  ·  Flag idea as inappropriate…  ·  Admin →
                                • when viewing users in organization, it shows inactive and active users.

                                  currently if you click on Administration -- click on Organization -- click on edit next to an organization -- click on View Users ... it displays active and inactive but does not show you that status. they all appear to be active.

                                  1 vote
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                                    0 comments  ·  Organizations  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Updates needed for the Password Reset Emails

                                    Password reset messages are hard coded to use the Site Title in the opening message. However, not all customers utilize this field as a Title for their site. Either the messaging should use the Customer ID or it should allow the customer to customize the messaging.

                                    1 vote
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                                      0 comments  ·  Settings  ·  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.

                                      2 votes
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                                        Received (under review)  ·  0 comments  ·  Surveys  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Home page

                                        Should allow admin to customize the home page to include optional module information such as Asset Name.

                                        1 vote
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                                          Received (under review)  ·  0 comments  ·  UI  ·  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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                                            Received (under review)  ·  0 comments  ·  Reporting  ·  Flag idea as inappropriate…  ·  Admin →
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