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Help Desk & Service Operations Softwarei

Track every issue. Answer every request.

Cloud or on-prem Free unlimited end users AI you can switch off
Talk to a human Read our Buyer's Guide
“Seven departments. One system of record.”
Customer support lead, manufacturing
Trusted since 2001 by
UPS Cintas Ford Motor Company Cedars-Sinai Medical Center Pfizer Carnival Cruise Line Washington State OFM
the shifts you may not have noticed

Three things have quietly changed in service desk software. They all cost you more.

Shift #1

Cloud-only is often
the only option.

Zendesk, Freshdesk, Zoho, ServiceNow, HappyFox, TeamSupport, SolarWinds. All cloud-only. On-prem is being actively sunset.

What it costs you

If auditors, regulators, or data-residency policies still require on-prem or air-gapped environments, you've been quietly disqualified.

Shift #2

Declining service.
Premium prices.

Vendors charge a premium for AI add-ons with unpredictable outcomes and usage-based pricing. The promised savings are far from guaranteed, and the bill climbs as usage scales.

What it costs you

Your customers wait longer for frustrating AI service. You pay a premium to deliver worse service.

Shift #3

End users boxed out.

We did the research. Some platforms charge per end user. Others include them for free, but capped. Either way, you end up rationing who gets to report a problem in the first place.

What it costs you

Small service team, large user or constituent population. When you have to ration access, the issues that matter most never get raised.

Where we sit · The middle ground that actually fits

A platform built for the work you do, and the auditors you answer to.

The starting point

Spreadsheets & email

  • Free and familiar
  • Anyone can edit anything
  • No visibility across teams
  • No accountability trail
  • Breaks at scale
Works until two people need the same row open at once.
Exactly what you need Right-sized for real work

Issuetrak

  • Real workflow, no ITIL certification required
  • Free unlimited users on every plan
  • Cloud or on-prem, your data, your terms
  • One platform, one audit trail, across IT, HR, facilities, and support
  • Live in weeks, not quarters
Structured enough to scale. Simple enough that your team will actually use it.
The other extreme

ITSM Help Desk

  • Powerful and configurable
  • Demands ITIL discipline
  • Built for IT, not the full service operation
  • Per-agent pricing punishes participation
  • Quarters to deploy, not weeks

Examples: ServiceNow, Jira Service Management, Freshservice

Great if you have the org chart for it. Punishment if you don't.

 

Service operations software

One system connecting every department.

Resolve requests faster with complete visibility across teams and workflows. Not a tool for one department, but one platform the whole organization shares, with a single audit trail across all of it.

  • IT
  • Customer Support
  • HR
  • Facilities
  • Finance
  • Asset Management
Shift #1 · Where your data lives

Control where data lives.

Same product, same feature set. Three options to deploy dictated by security teams, not vendors.

Cloud

Hosted on AWS with single-tenant databases per customer, encryption at rest and in transit, and routine encrypted backups to maintain an RPO of 6 hours and an RTO of 4 hours.

On-prem

Behind your own firewall when policy, data-residency, or sector regulations require systems to stay inside your network.

Air-gapped

Fit for environments where external connectivity is restricted. Defense, classified workflows, and isolated networks.

Deployment at a glance
Time to Deploy Control Compliance Fit
Cloud Days Shared with us Strong
On-prem Weeks High Highest
Air-gapped Weeks+ Total Specialized

More speed at the top. More sovereignty at the bottom. Pick the row that matches your risk profile.

25 years of on-prem deployments in defense, healthcare, manufacturing, and municipalities.

What auditors and security teams ask for

Compliance-grade by design.

Eliminate gaps between policy and practice with system-enforced controls and complete traceability. Capture every action automatically, enforce controls at the system level, and provide auditors with real-time, verifiable records.

When auditors ask what happened, when, and who touched it, the record is already there. No reconstruction, no scramble.

Issue-level audit logging

Every ticket carries its own history.

Status changes, assignments, edits, attachments, and comments captured across the full lifecycle of every issue. Searchable, exportable, and tied to the user who made the change.

Admin and configuration auditing

Show how the rules evolved.

Permission changes, workflow rule edits, group membership changes, and configuration changes are logged separately. You can demonstrate to auditors exactly how access and policy shifted over time.

Restricted access and private fields

Limit exposure without losing accountability.

Scope sensitive issues to the right people through restricted search and reporting. Private fields keep PHI, PII, or legal-hold data off general views. The audit trail still records every access point.

Configuration shows your auditor what actually runs. Not what should.

Granular permissions, managed by group

Set what each group can see, edit, approve, and report on. Override at the user level when you need to. A scope that holds up under access reviews.

Organization-level segmentation

Separate by organization, department, or group so the right people see the right work and nothing else.

TLS and encrypted credentials

Data protected in transit. Stored credentials encrypted. Standard practices auditors expect to see.

Active Directory, SSO, and provisioning

AD and AD FS integration, single sign-on via OAuth and OpenID Connect, and secure user provisioning workflows.

MFA, CAC, and smart-card login

TOTP-based multi-factor authentication, plus Common Access Card and smart-card login for government, defense, and controlled environments.

Single-tenant DB, encrypted backups

Cloud customers get a single-tenant database and routine encrypted backups that maintain an RPO of 6 hours and an RTO of 4 hours. Your data isn't commingled with another customer's.

What the security page documents. What auditors and procurement teams ask to see.

SOC 2 Type II Independently audited
GDPR EU data subject rights
CCPA California privacy rights
HIPAA-ready BAA available

AI to support agents, not stand in for them. Chosen by customers like you.

Bring your own LLM key. Your data, your contract, your audit chain. Same behavior in our cloud and inside your firewall.

Toggle anything off. Each AI feature is optional at the site level. AI is a choice, not a default.

Agent-Assist Features
  • 01 Summarize Issues. Scan a long thread in moments.
  • 02 Generate KB Articles. Created straight from tickets.
  • 03 AI Note Assistant. Polished and professional.
Read more about our AI posture →
Shift #3 · What you'll actually pay

One price. All features. Unlimited end-users.

On-Premises
$1,091/ agent · one-time
One-time license, 3-agent minimum Plus $218 / agent / year maintenance · Your servers, your network.
Most popular Cloud
$75/ agent / month
Annual billing, 3-agent minimum SOC 2 Type II, US and Canada data centers

Included on every plan

  • Multiple SLA policies
  • Full audit trail
  • Custom workflows and automations
  • Unlimited end-user submitters
  • Dashboards and reporting
  • White-labeling
  • 24/7 US-based support

No SLA paywall. No audit-log paywall. No agent-tier gating on core features. School districts, hospitals, banks, and government agencies run tens of thousands of requesters on small agent teams, without paying for them.

Estimate your cost
Almost three decades of proof

Issues closed. Spreadsheets retired.

Celebrating 120+ industries we've served since 2001.

Stafford County Schools Student transportation · 18,000 students daily across 32 schools
"Issuetrak came in and solved one of the problems we'd been facing, which was not being able to fully track any of the complaints that came into the office."
Director of Transportation, Stafford County Public Schools
The scale of the job
18,000
Students transported on an average day
32
Schools across the division
30-60
Submissions a month from parents and citizens. Hundreds more each August.
Read the full story See all customer stories
industries we know

We're built for the work that has to be done right.

Manufacturing

Post-sale service, parts and asset tracking, nonconformance and CAPA workflows, compliance documentation across plants.

Somero · Anderson Power Products 
See our manufacturing solution.

Finance

Billing inquiries, approval workflows, and transparent communications. Audit trails and policy-grounded responses that hold up to examiners.

Michigan First Credit Union · Numerica Credit Union · Flood & Peterson Insurance
See our finance solution.

Healthcare

Patient complaints, HIPAA-aware workflows, equipment service tracking, credentialing requests across clinical staff.

Alaska Neurology Center · Montgomery County Memorial · Regional hospital systems
See our healthcare solution.

State and Local Government

Citizen complaints, transportation requests, school district help desks. On-prem deployment for data sovereignty when the regulator says so.

Stafford County Schools · Washington State OFM · Newport News Public Schools
See our government solution.
Trust

25 years of helping organizations run better service operations.

2001
Year we shipped Issuetrak v1. Never acquired, never pivoted.
120+
Industries served, from healthcare to local government.
99%
Customer satisfaction rating on in-house support.
24/7
US-based human support, included on every plan.
Compliance
SOC 2 Type II GDPR HIPAA-ready CCPA
4.6/ 5
4.6/ 5
4.5 / 5
4.1 / 5
Live support

When you call, a person answers.

Every plan includes 24/7 US-based support from the same in-house team behind the product, rated 99% by the people who use it.

No phone tree or AI-generated voice. Just humans here to help!

The support line. Real, staffed, ours.

+1 (757) 213-1351

Answered by a human. Around the clock.

 

Ready when you are

The best way to evaluate Issuetrak is to talk to the people who'd support you.

No qualifying form maze. No 7-day AI demo. A 30-minute working session with someone who's implemented Issuetrak for organizations like yours, plus a trial environment configured for your use case.

Call us directly +1 (757) 213-1349

Answered by a human. Monday to Friday.