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. Add the capability to completed tasks through the mobile app.

    I met with a customer yesterday who would like to be able to complete Task through the mobile app. This will improve work flow and make their assigned users more efficient.

    8 votes
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      Received (under review)  ·  0 comments  ·  Mobile  ·  Flag idea as inappropriate…  ·  Admin →
    • Complete tasks via email

      Sending an email to Issuetrak would complete a task (using IEM).

      25 votes
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        Received (under review)  ·  0 comments  ·  Tasks  ·  Flag idea as inappropriate…  ·  Admin →
      • Relative due dates for issues

        Have Issuetrak automatically set a date field based on a fixed amount of time after a previously set date.

        27 votes
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          Received (under review)  ·  1 comment  ·  Issue Fields  ·  Flag idea as inappropriate…  ·  Admin →
        • Issuetrak calendar/out of office/reminders integration with Microsoft Outlook calendar

          Integration of Issuetrak calendar feature to work with Microsoft Outlook, so that the Issuetrak "Out of Office" feature, reminders, etc. coincide with Outlook.

          29 votes
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            Received (under review)  ·  0 comments  ·  Calendar  ·  Flag idea as inappropriate…  ·  Admin →
          • Auto Assign Incoming Email Ticket to Group based on keywords in Subject or Description

            Auto Assign Incoming Email Tickets to a Group based on keywords in Subject or Description

            7 votes
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              Received (under review)  ·  1 comment  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
            • Indicate who added an attachment in the Attachments Section

              In the Attachments section, the ability to see who attached a document. There is a date and time indicator, so I think it would also be helpful to know who added it.

              6 votes
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                Received (under review)  ·  0 comments  ·  Attachments  ·  Flag idea as inappropriate…  ·  Admin →
              • ability to remove the mandatory fields which are current marked as mandatory when designing a custom screen

                in the current setup, there are a few fields that are mandatorily added while designing a custom screen. these may not be required in the form which i am designing. i should be able to remove these.

                3 votes
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                  Received (under review)  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                • Private Attachements

                  The ability to essentially set an attachment as private in the same way notes are set to private.

                  4 votes
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                    Received (under review)  ·  0 comments  ·  Attachments  ·  Flag idea as inappropriate…  ·  Admin →
                  • please default the report export to xlsx instead of xls 97-2003, it's 2016!!!! Please change for xlsx

                    efault the report export to xlsx instead of xls 97-2003, it's 2016!!!! Please change for xlsx

                    6 votes
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                      Received (under review)  ·  0 comments  ·  Reporting  ·  Flag idea as inappropriate…  ·  Admin →
                    • Use Department for Restrict To

                      In every instance there is a "Restrict To" capability (Issue Types, Quick Picks, etc..). You can only select Organization or Groups, but it would be nice to be able to restrict to a Department as well. This would eliminate having to create groups for a department, which in some cases is cumbersome, or at least already done in Active Directory. Alternatively, the ability to map Active Directory groups to IssueTrak groups would also accomplish a similar goal. Ideally, both would be implemented to maximize flexibility.

                      4 votes
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                        Received (under review)  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                      • Have the ability to put user defined fields into custom emails.

                        There is currently no way to add a user defined field into a custom outgoing email.

                        4 votes
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                          Received (under review)  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                        • Add Save for Later when submitting Issues

                          Add functionality to allow users to save issues they have begun working on for later if they are unable to finish at that moment.

                          3 votes
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                            Received (under review)  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                          • Stop opening multipe windows

                            When selecting a ticket a new window pops up. Within that ticket selecting another option a new window pops up. Before I know it I have 5 windows open that I then have to close. Please allow for the window to open in the current tab.

                            4 votes
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                              Received (under review)  ·  1 comment  ·  Flag idea as inappropriate…  ·  Admin →
                            • Remove the 'E' once an escalated ticket has been acted on

                              The red 'E' in the issue list that you open from the dashboard tells us the ticket has been escalated. However, once a ticket has been acted upon, this E is somewhat irrelevant. We'd like to see the E only for tickets that have been escalated & not yet updated.

                              10 votes
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                                Received (under review)  ·  0 comments  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
                              • Email case and private notes prompt

                                The email case functionality within IssueTrak is ambiguous when prompting if private notes are to be included or not. Agents just tend to click OK, as it is the default button, and this is bad as it would send private notes to the end user.

                                Could the message box be changed so that the OK button, the default, DOESN'T send private notes and the user has to consciously press the other button if they want to send private notes?

                                Private notes being sent to the end user accidentally could be a very big issue. We have to train people heavily…

                                4 votes
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                                  Received (under review)  ·  1 comment  ·  UI  ·  Flag idea as inappropriate…  ·  Admin →
                                • Allow Menu Options filtered to Organizations/Groups rather than all or nothing

                                  In Administration>System Settings>Menu Options>Add allows you to create a Menu Label, Menu URL, Display, and is Active box.

                                  Currently, when I create a Menu and attach a URL, it is accessible/displayed to all current users including in house staff and our customers.

                                  I would like a (Restrict to) filter similar to how Quick Picks are filtered to Organizations and Groups. That way we can have internal sites we often use added to the menu that our customers don't need to see and our customers could request to add their internal sites for productivity purposes.

                                  5 votes
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                                    Received (under review)  ·  0 comments  ·  User Administration  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Ability to upload Attachments from Issue Submit screen

                                    The following change would be nice to see in Issuetrak:

                                    Uploading Attachments from Issue Submit screen vs. Issue View or Update screen is different. Would be nice if this functionality was uniform across the product.

                                    3 votes
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                                      Received (under review)  ·  1 comment  ·  Attachments  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Location of new tasks for Yes/No/NA tasks: not at end of list!

                                      When I click on a yes/no task and a new group of tasks is added, it goes on the end of the entire task list. But I really want them to appear right under the Yes/No task I just clicked so they stay "in context". It is painful to manually move them, but I would be satisfied if I could drag and drop them into the right order. Those little arrows that I have to click 10 times to move it are a bad answer.

                                      7 votes
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                                        Received (under review)  ·  1 comment  ·  Tasks  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Add ability to create a brief description while attaching a file

                                        When adding an attachment to a case, it would be beneficial if we could add a brief note along with the attachment. This could describe the attachment or serve as a description field as to why the attachment was added.

                                        3 votes
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                                          Received (under review)  ·  0 comments  ·  Attachments  ·  Flag idea as inappropriate…  ·  Admin →
                                        • Ability to select from Quick Picks in Mobile App

                                          Add the ability to select from Quick Picks on the Mobile App. Our company currently does not use the mobile app as our quick picks are unavailable to select from, and all of our custom screens use quick picks.

                                          2 votes
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                                            Received (under review)  ·  0 comments  ·  Mobile  ·  Flag idea as inappropriate…  ·  Admin →
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