Help desk software allows MSPs and IT teams to ensure that no support request goes unnoticed and that each ticket is addressed promptly. Choosing the best help desk software for your business will improve customer and end-user satisfaction and greatly boost productivity. If you’re looking for Issuetrak alternatives that better answer your ticketing and IT support needs, you need to consider what your organization’s pain points are and what the top competitors are offering. We’ve got you covered in this blog where we analyze the top Issuetrak alternatives on the market.
Go with a platform that can easily manage and resolve any inquiries and issues from customers or end-users. Vital tools such as a ticketing system, remote access, and IT automation allow IT support teams to provide responsive, high-quality support by streamlining workflows. Some of the important features to look for in an Issuetrak alternative are:
- Powerful ticketing system
- Robust automation capabilities
- Fast and stable remote control
- Easy-to-use interface
- Scalability
Here’s a look into various alternatives to Issuetrak:
1. NinjaOne
NinjaOne is a unified IT management solution that provides MSPs and internal IT departments with a comprehensive suite of tools to efficiently manage all the Windows, macOS, and Linux devices in an organization’s IT environment. As a leader in IT management, NinjaOne has consistently ranked as number one on G2 for endpoint management and customer support.
NinjaOne’s help desk solution enables IT teams to efficiently manage service requests and streamline their support operations. Integrated seamlessly within NinjaOne’s remote monitoring and management (RMM) platform, this help desk tool prioritizes ease of use and automation to speed up response times and enhance overall service quality. This solution enables IT professionals to quickly log, track, and resolve issues through a centralized dashboard, ensuring nothing falls through the cracks. NinjaOne offers highly customizable ticketing, allowing technicians to tailor workflows to fit the business’ specific needs.
Find out how NinjaOne’s robust help desk solution can improve IT service delivery and boost productivity.
Sign up for a free trial today.
5 key features that make NinjaOne a great Issuetrak alternative
1. Top-notch ticketing system
With NinjaOne’s IT Service Desk Ticketing system, IT support teams receive context-rich tickets that they can instantly act on. Technicians can customize tickets to best fit their workflow, configure alerts to preempt any issues and utilize seamlessly integrated tools such as IT asset management and remote access.
2. Intuitive interface
Ensuring your IT support teams understand the platform is vital to deliver prompt responses and stay on top of all inbound tickets. Easy navigation allows technicians to locate tickets or important information and execute IT support functions quickly
3. Scalability
As a business grows, its volume of support tickets and requests grows as well. The NinjaOne platform can accommodate these changes and keep up with your agile business’ everchanging requirements.
4. IT automation
Leveraging automation capabilities allows users to lessen manual interventions, boosting efficiency and improving ticket response times. NinjaOne’s ticketing automations allow IT support teams to organize tickets, assign Service Level Agreements (SLAs) to tickets, assign tickets to specific technicians, and more.
5. Remote access
When resolving issues, remote control is a powerful tool for any IT support team. NinjaOne’s remote access solution allows technicians to immediately access an end user’s device and resolve issues from anywhere in the world. This powerful function can reduce costs, improve customer and end user satisfaction, and also improve IT support efficiency.
Strengths of NinjaOne
- Unified endpoint management. NinjaOne provides full visibility of all endpoints, allowing IT teams to securely manage and support all the devices in an It environment from a single pane of glass, regardless of location or device type.
- IT asset management. NinjaOne’s platform provides detailed insights into workstations, laptops, servers, and network devices, enabling businesses to manage their IT assets effectively and make more informed decisions.
- Highly scalable. NinjaOne is designed to grow with your business. This platform is flexible and can handle the increasing complexity and volume of IT devices as businesses expand.
- Compliance and security. NinjaOne offers features such as patch management and backup that ensure that devices and servers remain secure and sensitive data is adequately protected.
- Patch management. NinjaOne’s robust automation and patch management capabilities ensure that all devices are up-to-date with the latest security patches and software updates. This keeps hardware and software in an IT environment to remain secure and performing well.
Customer story
Eliott Geisler, IT Manager for RESICAP, found that the help desk tools his team used were only capable of basic functions so their IT support team struggled with keeping up with the large volume of end-user tickets.
“The amount of time spent servicing individual tickets has decreased. Now, a lot of those troubleshooting issues and problems that were out there could be identified and addressed before we even got in contact with the user.”
According to the Chief Technical Officer, Ken Taylor, NinjaOne is a key piece to RESICAP’s efficiency when it comes to IT support. He says that while the industry average has a ratio of 70:1 employees to support staff, with NinjaOne a single IT support technician can handle 250 employees.
Read more NinjaOne customer stories.
NinjaOne’s IT management software has no forced commitments and no hidden fees. If you’re ready, request a free quote, sign up for a 14-day free trial, or watch a demo.
Reviews
- 1,105 reviews (at the time of writing)
- 4.8 / 5 stars
- 204 reviews (at the time of writing)
- 4.8 / 5 stars
2. SysAid
Sysaid is a cloud-native help desk software that centralizes managing support tickets in one console. This platform streamlines IT service desk operations through automations, IT asset tracking, and a ticketing system.
Pros
- Automation: SysAid frees up technicians to work on more strategic tasks by automating repeatable tasks.
- IT asset management: SysAid provides full visibility of assets in an IT environment, allowing technicians to monitor and manage all hardware and software.
- Comprehensive ticketing system: Once submitted, the platform makes it easy to organize, manage, and assign tickets so that technicians can prioritize tickets and resolve critical issues fast.
Cons
- Unintuitive interface: User reviews on G2 find SysAid’s inteface outdated and difficult to navigate.
- Unreliable remote access: SysAid’s remote control lacks some functionalities and can lag as reviewers have complained about its unstable connection.
- Difficult to configure: G2 reviews have stated that SysAid has a steep learning curve and can often take a lot of time and resources for users to utilize its capabilities fully.
3. HappyFox Help Desk
HappyFox Help Desk provides a comprehensive ticketing system to streamline IT support operations. This platform makes it easy to manage customer requests, automation of repetitive tasks, and efficient ticket resolution.
Pros
- IT support automation: Automate tickets to ensure that tickets fall within SLAs and that they’re assigned to the appropriate technicians.
- Reporting capabilities: With HappyFox Help Desk, users can extract metrics, monitor support performance and track SLAs in order to optimize IT support operations.
- Ticketing system: HappyFox Help Desk automatically organizes, categorizes and assigns tickets to the appropriate technicians to make ticket volumes easier to manage.
Cons
- Limited features and integrations: HappyFox focuses primarily on ticketing and may lack features required by some businesses such as remote access or inventory management. On top of that, its catalog of third-party app integrations is quite small.
- Not scalable: Designed for smaller businesses, HappyFox struggles with larger volumes of support tickets and more complex ticket requests.
- Lack of customization: G2 reviews have complained about how HappyFox Help Desk’s forms have limited customization options which can be frustrating for some customers.
Choosing from the best Issuetrak alternatives
When evaluating help desk software to boost your IT support team’s productivity, analyzing the features, strengths, and drawbacks of the top Issuetrak alternatives can aid you in making a decision. Investing in help desk software that fits your needs massively enhances customer and end-user satisfaction, reduces downtimes, and improves overall productivity.
Before making any decisions, analyze your organization’s needs and seek help desk solutions that can address these. Once you’ve narrowed down your options, consider signing up for free trials for Issuetrak alternatives that you’re evaluating to see if the features you need can function as advertised.
