12 Months, 12 Releases: Issuetrak’s 2022 Achievements

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In 2022, Issuetrak served customers and improved our product:

API v2: OpenAPI
Zapier integration
Modern authentication for Google and Microsoft Office 365
A renovated mobile experience and a brand new Restrictions screen
Simplified asset auditing with TrakAsset
All-around UI facelift across the application, including Surveys, Report Writer, and more. 

Our developers have been hard at work to deliver new, helpful features to our customers as often as possible. Our efforts have led to one of our most productive years yet. We couldn’t be more excited about what’s on the horizon for 2023! But first, let’s look back at all we accomplished in 2022.

12 Product Releases Launched

2022 saw an incredible 12 new product releases! The beginning of the year started strong with version 14.7, which debuted more UI/UX enhancements. Now we’re proudly wrapping up the year with version 15.8, featuring one-time password and MFA (multi-factor authentication).

Along the way, our product team, led by CEO Dan Flowers, Director of Development Lisa Cockrell, and Product Owner Jon Rivera, has accomplished incredible feats and tremendous improvements to the product.

All in all, the team has been working hard to push out more releases in a shorter amount of time for the last couple of years. They’ve driven our software product forward, delivering customers the features they need to work more efficiently and lead successful teams. 

Here’s an abbreviated list of our favorite developments in 2022:

API v2: OpenAPI
Zapier integration
Modern authentication for Google and Microsoft Office 365
A renovated mobile experience and a brand new Restrictions screen
Simplified asset auditing with TrakAsset
All-around UI facelift across the application, including Surveys, Report Writer, and more. 

We have much more planned for 2023! Visit our Product Roadmap to see where we’re heading next!

“Our 2022 focus was delivering customer-requested features,” shares Product Owner Jon Rivera. “We first discussed a Zapier integration a few years ago. It was a mile marker we wanted to reach. 2022 saw our first major steps.”

“We also launched the Report Writer refresh, which brought Queries and Reports together under one UI. I remember talking about unifying the interface at the 2019 User Conference, so completing this project was gratifying,” Jon continues.

10 Awards Graciously Accepted

We were honored to receive 10 awards last year! We wouldn’t be where we are today without our amazing customers who took the time to share their experiences. 

Stakeholder feedback hugely contributes to many of the developments we’ve crafted into Issuetrak’s product, helping us forge the improvements our partners enjoy today. Thank you, partners, for helping us make the best help desk, complaint management, and customer support software possible! 

SourceForge Best in Class for business software solutions
Software Reviews Customer Service - Midmarket Emotional Footprint champion
GetApp Category Leaders for Service Desk, ITSM, and Complaint Management
SaasWorthy’s Top 20 Highly Rated Help Desk Software
Software Advice Front Runner for Complaint Management
Capterra Shortlist Emerging Favorite for Complaint Management, ITSM, and Facilities Management software

4,499 Support Tickets Closed

Our Support team works around the clock to help our customers with any issues that might arise with their Issuetrak site. In 2022, our Technical Support team tackled and resolved 4,499 tickets to keep hundreds of sites running smoothly for our customers, troubleshooting problems and answering questions every step of the way.

Want to read more about how we manage tickets quickly and effectively using Issuetrak? Our Support team explains how they use our automation features to work at lightning speed!

“The Customer Operations team had an amazing year in 2022. Everyone brought their A-game to the table,” states Director of Customer Operations Alex Goolie.“New talent and collaboration expanded our capacity for innovation, allowing our ideas to become a reality. Our team worked hard for the success of our customers and had fun while doing it!”

99% Support Satisfaction Rating, Calls Answered in 20 Seconds

Handling thousands of tickets per year is certainly an accomplishment, but more importantly, it’s how you handle each individual ticket. How much care, patience, and follow-through did you contribute? Did those thousand-plus customers come away better after you assisted them? 

Thanks to our own software and Surveys module, we know precisely where we excelled and where we fell short. We may not get it right 100% of the time.

But we get pretty close. 

See: Achieving 100% Customer Satisfaction

In 2022, our Support team got the job done with a 99% satisfaction rating and a 20-second call response time. (You read that right—SECONDS.) Our customers have been—and will always be—our number one priority. 

Thank you to all our customers for sharing your time and trust with our team this past year. We’re excited about what 2023 will bring. We can’t wait to share with you all that’s in store for our and your Issuetrak future. 

“We're heads down in planning what the future holds,” says Jon Rivera.

“We have several things cooking and a few surprises, too, including Quick Notes. I can't say much more, but what I can say is, in 2023, we’ll continue focusing on quality-of-life improvements and feature requests from our customers.” 

We’ll have to wait just a little longer to see what exactly Quick Notes will offer! But it’s just around the corner, so stay tuned for the Issuetrak updates to keep you productive all year long. Until then, from our team to yours, have a joyous and prosperous 2023!