Issuetrak for IT: How Our Small but Mighty IT Team Gets the Job Done

Jan 14, 2020 10:24:17 AM / by Ashlyn Frassinelli posted in Software Solutions, Help Desk

Here at Issuetrak, we’re dedicated to providing each and every one of our customers with the best customer service possible -- including our internal customers. Issuetrak’s IT team has the vital task of getting the rest of the company online, providing us with the equipment to do our jobs, and troubleshooting any technical errors that may come up.

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Why Multichannel Support Is Key

Jun 11, 2019 11:29:00 AM / by Ashlyn Frassinelli posted in Complaint Management, Software Solutions, Customer Support, Help Desk

There’s no denying that we live in an online world. We may wake up and check our phones for emails and text messages, go to work and sit at a laptop all day, then relax with a tablet to read and browse the internet in the evening. With so many devices at our fingertips each day, information is becoming increasingly more mobile -- and companies have risen to the challenge of providing their products and services on every device imaginable, from the largest desktop computer to the smallest smartphone.

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5 IT Help Desk Mistakes to Avoid

Apr 23, 2019 10:40:00 AM / by Ashlyn Frassinelli posted in Help Desk

In today’s world, the job of an IT Help Desk professional is more important than ever -- and more stressful. With so many tickets and requests coming in every day, it can be easy to slip up and make mistakes that can cause your team’s productivity and efficiency to suffer. Be on the lookout for these five avoidable Help Desk mistakes:

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Crafting a Good Customer Feedback Survey

Feb 28, 2019 1:48:33 PM / by Ashlyn Frassinelli posted in Complaint Management, Software Solutions, Customer Support, Help Desk

In previous blog posts, we’ve discussed the importance of communicating with your customers to better understand their needs and expectations. One of the best ways to do this is through a customer survey. Surveys provide a platform for gathering essential customer feedback. When crafted and presented effectively, they are powerful tools that help to identify your company’s key customer service strengths and pinpoint its weaknesses.

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4 Ways to Use Your Knowledge Base

Feb 21, 2019 11:05:00 AM / by Ashlyn Frassinelli posted in Software Solutions, Customer Support, Help Desk

You want to help your customers as much as possible, but customers often prefer to help themselves. Rather than call a number or send off an email to get an answer from a support team, a growing number of consumers would rather take matters into their own hands. About 53 percent of online adults in the U.S. will abandon an online purchase if they can’t find an answer to their question fast enough. Younger generations frequently turn to the Internet for answers before picking up the phone: 89 percent of Millennials reported using a search engine to find an answer prior to calling customer support.

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Customer Spotlight - Numerica Credit Union

Mar 28, 2018 10:18:11 AM / by Ashley Gray posted in Case Studies, Help Desk

Numerica Credit Union tracks help desk issues and workflow processes with Issuetrak.

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Why IT Should Expand Issuetrak

Feb 28, 2018 9:52:32 AM / by Heather Lancaster posted in Issue Tracking, Help Desk, Human Resources

As an IT professional, you’re constantly getting requests from other teams within your company to approve and install software. Each software must go through a vetting process to make sure it’s compatible with existing systems. Once that hurdle is crossed, then it’s a matter of implementation, configuration, and training. Depending on the complexity of the software, that could take several weeks or even months of your time before you can deploy it to the requesting department.

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Throw Your Help Desk Team a Lifeline With End-to-End Issue Tracking

Nov 15, 2017 11:34:15 AM / by Sarah Spangler posted in Issue Tracking, Help Desk

Working the help desk can sometimes feel like a thankless job. Day after day, IT staff must field a seemingly endless wave of requests and address tickets as quickly as possible. If something goes wrong or a problem slips through the cracks, IT is often the first to take the blame. It's a lot to keep up with, and help desk pros may understandably feel overwhelmed by it all.

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Are Untracked Issues Hurting Your Bottom Line?

Oct 18, 2017 10:27:11 AM / by Sarah Spangler posted in Issue Tracking, Help Desk

What do you prioritize when making any new software purchase for your business? Regardless of what's on your feature wish list, at the end of the day, the most important criteria is that it either makes or saves you money. That's really where issue tracking software shines. It helps unearth all those pesky problems that have been flying under the radar and costing you money - whether you realize it or not.

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5 Departments That Can Benefit From Issuetrak [Infographic]

Sep 20, 2017 10:14:42 AM / by Sarah Spangler posted in Issue Tracking, Help Desk, Updates

When you're vetting new business software, you need to be on the lookout for a Swiss Army Knife. By that, we mean an application that doesn't only serve a single function or even a single department. To drive return on investment for any new software purchase, it must have tangible applications for every corner of your business or organization. When it comes to help desk ticketing, issue tracking and workflow management software, Issuetrak has you covered.

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