For over 30 years, Issuetrak has devoted its product to bettering help desk processes around the world. With specialties in IT Support and Complaint Management in numerous industries (like education, healthcare, and more), we’ve expanded our vision to assist our customers where they need it most. Judging by our 99% satisfaction ratings, our customers have been as happy with our progress as we have.
As we launch into 2025, we’re getting ready for some more innovations that will help you step up your support desk game.
Our existing Zapier integration has supported seamless connections to hundreds of daily-use apps. In 2025, you can expect to enjoy even more enhanced API operability, including issue coverage with new issue endpoints.
GenAI has been a time-saving tool when it comes to customer support and communications. With Issuetrak’s upcoming AI capabilities, you will be able to craft responses and cultivate heartfelt customer service as you correspond with customers.
Issuetrak promises to keep on-premises customers on track. Many of our competitors have abandoned their premise customers or forced them to cloud hosting. Unlike our competitors, we will never deprecate our on-premises offer. In fact, we take every precaution to double down on serving premise customers. If hosting on premises is a non-negotiable for you, whether you have an air-gapped system or want total control over sensitive data, Issuetrak’s premise offer is here to stay.
You can always keep up with our upcoming developments by viewing our Product Roadmap, which we regularly update.
2025 may have as much if not more to offer than 2024. We hit some remarkable milestones this past year to deliver you stronger help desk capabilities.
Version 17 was our largest release of 2024, offering users a modern, more user-friendly interface. Our developers were hard at work to revamp the settings menu, introduce a Quick Menu, and keep all your most-wanted functions just a click or two away. Plus, we added the bonus of public or private issue attachments, helping you streamline and add much-needed detail to tickets.
Quick Notes was a highly-anticipated feature that didn’t disappoint! The canned responses and personalization tokens this feature offered truly helped agents optimize their time and the user experience.
Using the handy print icon to the left of every note on an issue, 16.4 gave you the ability to print one note at a time—complete with all of your rich text formatting, images, and carefully crafted details.
We also added Quick Notes Attachments that can be previewed, removed, and downloaded at the click of a button, clarifying your ticketing process and making it that much easier to streamline and resolve an issue.
These indispensable updates to Asset Management ensured you could add multiple assets to a single issue. And we made sure to check all the boxes, where multiple asset handling reflects correctly in asset histories, reporting, the Issue Hub, and Issue Search. This update was crucial to users in asset maintenance and preventative asset maintenance, who also benefitted from several extras to this release, including quick access to Scheduled Issues and asset relabeling.
Meeting compliance can be worrisome without the help of software. Many industries and organizations have extended retention policies for compliance. To honor those requirements, Issuetrak 16.6 allowed you to set a longer retention period for the outgoing email log.
Barcode scanning upgraded asset management experiences with the ability to create and associate barcodes with assets, as well as scanning an asset to open the corresponding asset page or populate specific fields with corresponding data, like serial numbers. This immediate asset association saves agents time and effort so they can return to their issue resolution duties faster.
Did you enjoy these updates in 2024? If you have feedback, please share here!
The Issuetrak team is dedicated to product improvements that ensure your success, and we’re excited to show you in 2025 the next innovations that will jumpstart your productivity, satisfaction ratings, and motivation to keep any issue from slipping through the cracks.
Ready to launch into 2025 with us? Speak with our experts for more details.