What You Need to Know About GDPR

Jun 13, 2018 1:23:22 PM / by Sarah Spangler posted in Industry News

The European Union's General Data Protection Regulation, better known as "GDPR," has caused waves throughout the international business community for the past year or so. While data privacy and security guidelines are nothing new - the healthcare and financial services sectors, among industries, have dealt with them for years - GDPR is a completely different animal.

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Does Your Vendor Have Your Back?

May 23, 2018 10:59:53 AM / by Heather Lancaster posted in Industry News

The support I received was second to none. Courteous, efficient, knowledgeable, and most importantly, my issue was resolved!”

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Issuetrak Celebrates 25 Years

Nov 28, 2017 3:34:10 PM / by Heather Lancaster posted in Industry News, Press

Everyone loves a good celebration and here at Issuetrak we have a great reason to celebrate. This December, we’re turning 25!

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Using Issuetrak to Meet Your Compliance Needs

Oct 3, 2017 9:25:34 AM / by Heather Lancaster posted in Complaint Management, Industry News

We previously discussed how there are certain necessities to take into account with compliance tracking. Each industry has their own set of standards and requirements. Whether you’re tracking complaints, audit findings, or other regulatory standards, it helps to have a software program in place to manage those items.

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Issuetrak's Strategic Partnership with AWS

Sep 27, 2017 10:45:20 AM / by Jon Rivera posted in Industry News, Press

embracing a bright future

Issuetrak is excited to announce our new strategic partnership with Amazon Web Services (AWS). The new AWS infrastructure will allow Issuetrak to provide our customers with improved levels of security, availability, and performance. It will also enable us to continuously deploy new features to our customers. We will be moving our cloud operations from Rackspace to AWS beginning next month.

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Issuetrak Masters the FrontRunners Quadrant

Mar 29, 2017 9:55:30 AM / by Heather Lancaster posted in Industry News, Press, Help Desk, Updates

We are thrilled to announce that Issuetrak was included in the Masters portion of the
FrontRunners Quadrant for Help Desk Software for January 2017!

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Seven Simple Steps to Champion a Software Package

Oct 19, 2016 11:10:34 AM / by Heather Lancaster posted in Industry News, Issue Tracking, Software Solutions

If you’re in IT, you’re probably keenly aware of how certain software applications – like issue tracking or workflow management - can help you do your job better. But when it comes to getting the rest of the organization on board with the same package, it may be more of a stretch. If you’ve tried and used a great application, and want to make a business case for spreading it more broadly throughout your organization, how do you make the case?

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The Key to Good Customer Service Is People

Oct 5, 2016 11:00:50 AM / by Jon Rivera posted in Industry News, Customer Support, Help Desk

It's after four in the afternoon.  I need some assistance with a software installation on my work laptop, so I walk over to the support area to speak with the Director of Technical Operations.  He isn’t in his office, which isn’t necessarily a surprise - he tends to be a busy guy.  Hearing a group conversation behind me, I turn around to look at the team that provides technical support to our customers.  Sure enough, the director, the support manager, and one of the analysts are all crowded around the analyst’s screen.  He’s remotely connected to a customer’s computer, and together they are trying to figure out the best approach to resolving the reported problem.  This analyst in particular should have left for the day a while ago.  Based on the conversation I overhear, it doesn’t seem like he’s going anywhere anytime soon.  But there is a smile on his face and a warmth to his voice that reassures the customer that everything will be alright.  Sure enough, they find the solution a few minutes later, and it's just a matter of walking the customer through it.   

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Why Knowledge Bases Are Useful for Everyone

Sep 21, 2016 10:00:01 AM / by Jon Rivera posted in Industry News, Software Solutions

A robust knowledge base is often seen as a necessity for support centers and help desks. Yet the principles that make knowledge bases invaluable apply to a variety of use cases that are too often overlooked. The purpose of a knowledge base is to provide quick and easy access to information that customers, both internal and external, will find useful. That concept is broad enough to apply to any organization, especially ones with repeated tasks or complicated process flows. In a support environment, the knowledge base will consist of troubleshooting articles, FAQs, and product documentation. In a non-support environment, the knowledge base could contain anything.

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Update from Microsoft Addresses Excel File Concerns

Aug 12, 2016 8:59:15 AM / by Jon Rivera posted in Industry News

On August 9th, Microsoft released new updates aimed at alleviating the consequences caused by the Excel security updates from July 12th.  To briefly recap our original blog post on this issue, the July 12th updates caused downloaded Excel files that were wrapped in HTML to be blocked and appear blank to End Users. While workarounds for this change in behavior were provided by Microsoft, they also pledged to continue working on a better solution to the security concerns they were trying to address.

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