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. all email recipients should appear in the distribution list

    We need the ability to see everyone that was on the original email. Currently the system only captures the first 'To' email, but there could be multiple emails in the To, and not just in the CC.

    8 votes
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    Under Review  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  2. Ability to have multiple CLOSE issue token for IEM

    In older version of Issuetrak, there was the abilty to have multiple CLOSE issue tokens to automatically close an issue when replying to an email notification. In the current version you can only have one close issue token.

    1 vote
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    Under Review  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  3. Custom messages for incoming emails from non-users

    Recently there were a couple of instances where a few of our clients sent their request to the incoming email id (we have not created user ids for the clients as we are not using issuetrak for processing client requests).

    May be we can have an Undeliverable notification or a custom reply to go to submitters here who do not have user ids.

    If this reply does not go off, the submitter will think that his request is well accepted by the system and is under processing.

    1 vote
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    Received (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  4. Double Byte Characters In Emails Received

    We receive emails internationally, but when they are received in Chinese, for example, the issue in Issue Trak displays a series of question marks, e.g., ?????

    1 vote
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    Received (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  5. Ability to AUTO Next Action within Incoming Emails

    Ability to Auto Next Action within Incoming Emails, similar to the auto assignments.

    1 vote
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    Received (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  6. Outgoing emails customized font

    for outgoing emails we would like to be able to change the font to "10 pt Veranda" if possible this would be compliance issue that affects the disabled individuals.

    2 votes
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    Received (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  7. Ability to establish logic rules for IEM inbox issue handling

    Discussed feature request with Whiting Petroleum.

    Ray Zoller advised that if a user sends an email to IEM with a subject line that doesn't contain Re: Issue# with multiple recipients and a user replies to al, Issuetrak will continue to create new issues for each reply. Ray advised it would be helpful to establish a logic rule so that if an user replies to an email as such, new issues will not be created on each reply. This could be a rule or on/off feature to disallow new issues being created if the same subject is used with RE: in…

    3 votes
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    Received (waiting for review)  ·  1 comment  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  8. Allow the IEM Mailbox to determine the Organization of an issue.

    Any user needs the ability to be able to send emails to individual boxes that have assigned organizations and the system creates those issues under those individual organizations.

    This will allow routing to specific response groups for the organization to work more effectively.

    1 vote
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    Received (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  9. 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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    Received (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  10. 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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    Received (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  11. Have IEM ask for a folder top process

    Allow us to specify a folder on the mailbox where IEM looks for messages ignoring all other email on the server. This would allow us to use the email services built in filtering rules before it gets to Issuetrak.

    1 vote
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    Received (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  12. Closed email ticket is confusing to our Submitters.

    Closed email ticket is confusing to our Submitters. When I close a ticket they get an automatic response that is contradicting. It has them scratching their heads in confusion.....Please see the image.

    2 votes
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    Received (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  13. allow users to reply to the tickets to modify the tasks.(Yes, No, N/A)

    allow users to reply to the tickets to modify the tasks.(Yes, No, N/A)

    1 vote
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    Received (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  14. Unassigned Queue based on group membership

    We have multiple IT groups supporting their local offices. We can certainly add multiple incoming email to submit tickets in issuetrak but we can see everyone's unassigned tickets. It would be beneficial if we can restrict unassigned queue view based on issuetype or department.

    1 vote
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    Received (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  15. Filter based on body of email

    Currently you can ignore/filter incoming email based on FromAddress and Subject. I would like to also be able to filter based on keywords in the body of the email.

    1 vote
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    Received (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  16. Add a feature to process incoming emails as private messages

    Either as a flag in the subject line or as a new feature on the incoming mailbox administration function.

    2 votes
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    Received (waiting for review)  ·  1 comment  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  17. Capture email header information into IssueTrak

    When incoming email is processed into a new ticket OR a reply is processed into a note of an existing issue, capture the header information in the description or note. This would then show who all received the email and the actual time that it was sent (since our system processes email every 15 minutes).

    4 votes
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    Received (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  18. 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 (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  19. Make is so users CANNOT email in a new ticket, but CAN reply, etc... on existing...

    We want employees to use the specificity we can require to Submit new tickets... but are OK with them replying to add notes, information, or request updates on existing ones.

    5 votes
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    Received (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
  20. Ability for Issuetrak ADMIN to stop / start Incoming Email process within Issuetrak UI

    Ability for Issuetrak ADMIN to stop / start Incoming Email Process within the Issuetrak UI. Sometimes the Issuetrak admin does not have access to the Issuetrak servers and needs to stop or start the incoming email process.

    1 vote
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    Received (waiting for review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
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