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. Automatically add all users on an email chain to the ticket while ignoring replies to the original email.

    We have a lot of users that CC the help desk and send a note directly to a tech. That works for us but that also creates several tickets for one issue just because of reply from five different people that are copied on the message. It would nice if there was a way for IssueTrak to take all replies to the original message and add them to the original ticket rather than to create new tickets for each reply. It would also need to add each user that was on the original message to the ticket so that everyone…

    10 votes
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      Received (under review)  ·  2 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
    • Ability to create a Global Dashboard

      Ability to set a Global Dashboard at the Admin level that would be applied to each user account. Existing Dashboard could remain to create personalized dashboards. Currently each user is responsible for setting up their own dashboard but as the Admin I want the ability to have a Dashboard already created that each user would see.

      6 votes
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        Received (under review)  ·  1 comment  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
      • Granular Edit Permissions

        "Can Edit" issue is too general.

        There should be more granular permissions (perhaps a whole new category in the permission list), to allow for edit issue status, edit issue types/sub-types, etc.

        6 votes
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          Received (under review)  ·  0 comments  ·  User Administration  ·  Flag idea as inappropriate…  ·  Admin →
        • Ability to Specify the Time of Day that Scheduled Reports Are Sent

          Currently our scheduled reports are all sent at 4:00 AM on the scheduled day, but we would like to be able to specify the time of day they are sent in order to maximize visibility.

          7 votes
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            Received (under review)  ·  0 comments  ·  Reporting  ·  Flag idea as inappropriate…  ·  Admin →
          • Mobile Version Upgrade: Allow User Defined Fields to be Required for Forms Submitted through Mobile App

            We ran into issues with forms submitted via the mobile app. The mobile version of the form didn't require the UDFs marked as required on the custom screen to be filled in for the form to be submitted. This causes us to have missing information on the forms and delays our response time.
            (See Issue #92311 on Issuetrak Support.)

            2 votes
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              Received (under review)  ·  0 comments  ·  Mobile  ·  Flag idea as inappropriate…  ·  Admin →
            • Ability to Clone Groups

              Users can be cloned but Groups cannot. It would be helpful to have the ability to clone groups with like permissions but require different group IDs. Prevents admins from having to go through and check all the same boxes and reduces the risk of human error.

              5 votes
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                Received (under review)  ·  1 comment  ·  Flag idea as inappropriate…  ·  Admin →
              • Allow Admins to view the application as another user

                To help manage permissions and verify settings are as desired allow admins to view the application as if they were another user.

                13 votes
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                  Received (under review)  ·  0 comments  ·  User Administration  ·  Flag idea as inappropriate…  ·  Admin →
                • omit issue details when processing incoming emails from replys

                  It would be nice if when issuetrak processes incoming emails for attaching to existing issues, that only new information is added as notes and not the issue details that are in the template when you email an issue to a client.

                  our company changed the template to be a standardized direction for the customer to capture trouble shooting pictures and its about a page long. when the customer reply's with pictures, those directions are in the note also. it makes the issue notes really long with multiple reply's.

                  2 votes
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                    Received (under review)  ·  1 comment  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                  • Ability to set Default Ticket Type for Incoming Emails as blank

                    We would like to be able to leave this field blank when configuring Incoming Email. This will then force the helpdesk to choose the appropriate Ticket Type when closing a ticket

                    3 votes
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                      Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                    • add the ticket status for linked tickets to the Global ticket screen

                      It would be really helpful to see the status of a linked ticket within the Global Ticket screen. Right now I have to click on each one to see if it is open or closed.

                      3 votes
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                        Received (under review)  ·  1 comment  ·  Global Issues  ·  Flag idea as inappropriate…  ·  Admin →
                      • Excel file import into Task Manager

                        Ability to create and import an Excel file of tasks, task assignees, due dates, reminder dates, etc. into Task Manager.

                        6 votes
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                          Received (under review)  ·  1 comment  ·  Tasks  ·  Flag idea as inappropriate…  ·  Admin →
                        • 40 votes
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                            Received (under review)  ·  5 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                          • Better interface for searching issues

                            The search page has grown to be unwieldy. Specifying just a handful of fields often requires much scrolling and hunting. This interface would benefit from a redesign.

                            19 votes
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                              Received (under review)  ·  5 comments  ·  Search  ·  Flag idea as inappropriate…  ·  Admin →
                            • IEM Tokens are a good start, need more -- Subject, Description, Issue Type, etc

                              Currently it looks like there are tokens for Assigned To, Next Action, Priority, Substatus and user defined fields. Good start, but we need more. Currently IEM uses the email subject and tries to match against the list of issue types. We need a token to explicitly set issue types. And we need a token to explicitly set the subject of the issue. Google Forms (with an add-on package) gives total control over constructing an email using the values of the fields on the form. Thus it is possible to have a powerful form from Google Forms that allows branching to…

                              2 votes
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                                Received (under review)  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                              • Allow the Issue Type to be set through an email token.

                                The incoming email currently sets the Issue Type on an issue by looking for it in the subject line of an issue.

                                It would be helpful to set the Issue Type on submission by adding a token to the email instead of depending on the code to match the value correctly. This will also help users who use forms to create issues to set the value directly from the form.

                                9 votes
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                                  Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                                • Allow Closed Issues to be linked to a Global Issue

                                  We need ability to add Closed issues to a Global Issue. If we find an issue that may need to be pushed out to clients and more than one client has already reported, one open and one closed, we should be able to link it. We have to first reopen the issue, everyone gets an email, add it, reclose it, everyone gets an email. This would save a lot of extra work.

                                  3 votes
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                                    Received (under review)  ·  0 comments  ·  Global Issues  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Is it possible to generate the ticket number when you first start entering the call information instead of the end?

                                    If Issue trak would generate the ticket number as soon as the the Customer Service Rep started generating a ticket it would save time and help to move on to the next customer. Speeding up productivity and helping with the hold times in que.

                                    3 votes
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                                      Received (under review)  ·  0 comments  ·  Automation  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Close an issue when all tasks are marked complete

                                      It would be nice to have an option associated with tasks that would give us the ability to have Issues closed when all tasks are complete.

                                      3 votes
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                                        Received (under review)  ·  0 comments  ·  Tasks  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Allow users to change default labels

                                        I would like to rename some of the fields in Issuetrak to labels that mean something to my users. E.g., "Organization" to "Company", "Caller" to "Customer", "Description" to "Problem", etc.

                                        37 votes
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                                          Received (under review)  ·  2 comments  ·  Issue Fields  ·  Flag idea as inappropriate…  ·  Admin →
                                        • I would like the default submission page to be a Quick Pick Value

                                          I would like to use one of my Quick Picks as the default submission page for all users.

                                          3 votes
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                                            Received (under review)  ·  0 comments  ·  Submitting Issues  ·  Flag idea as inappropriate…  ·  Admin →
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