Business Details
34 Years
experience
Emergency
services
Your Trusted IT Help Desk & Issue Tracking Solution
Founded in 1992, Issuetrak has evolved from a custom software development company into a globally trusted provider of issue tracking and help desk software solutions. Our mission centers on delivering innovative, user-centric platforms that streamline complaint management, work order tracking, and IT support for organizations of all sizes. With deployments across education, healthcare, government, and manufacturing sectors, we combine three decades of technical expertise with a commitment to personalized service. Our team of seasoned professionals brings deep industry knowledge, having developed scalable solutions that address real-world challenges faced by service-driven industries. Headquartered in Virginia Beach, we serve clients worldwide, emphasizing flexibility through cloud and on-premises deployment options. Our core values of innovation, accountability, and collaboration drive continuous product enhancements while maintaining rigorous data security standards.Backed by 24/7 in-house technical support and a 99% customer satisfaction rate, we empower businesses to transform chaotic workflows into organized, efficient operations. Our proprietary platform features omnichannel ticket submission, automated workflows, and comprehensive audit trails, ensuring organizations maintain compliance while improving response times. Through strategic consulting services and hands-on training programs, we ensure clients maximize their software investment's value. With a proven track record of helping over 1,000 organizations optimize their operations, we remain dedicated to advancing our technology while preserving the personal touch that distinguishes our customer relationships.
Services
IT Help Desk
Complaint Management
Work Order Tracking
Asset Management
Customer Support Software
API Integration
Data Migration
Custom Webforms
Knowledge Base
Audit Compliance
Details
- Year established: 1992
Highlights and features
- We offer 24/7 in-house technical support with under 1-minute average response times
- Our proprietary platform combines 30 years of development expertise with continuous innovation
- We provide flexible deployment options including cloud and on-premises solutions
- Our 99% customer satisfaction rate reflects proven reliability and effectiveness
- We deliver tailored implementation services with dedicated product engineers
What people say
Outstanding solution
Streamlined operations
Best support
Knowledgeable team
Reliable platform
Services
IT Help Desk Software
Our IT help desk software centralizes ticket management through multiple submission channels. The platform automates issue routing, tracks resolution progress, and maintains detailed audit trails. Organizations benefit from reduced response times and improved team collaboration through customizable workflows and real-time reporting features.
Complaint Management
This solution streamlines complaint resolution processes across industries. The system organizes resident requests, tenant complaints, and customer service issues through automated workflows. Features include escalation rules, status tracking, and compliance documentation to ensure timely resolution and regulatory adherence.
Work Order Tracking
Our work order tracking system provides complete visibility into maintenance requests and service tasks. The platform automates assignment processes, tracks completion status, and generates performance metrics. Organizations maintain equipment and facilities more efficiently while ensuring accountability through detailed activity logs.
Asset Management
This module manages hardware and software assets throughout their lifecycle. The system tracks maintenance schedules, software licenses, and depreciation data. Organizations maintain accurate inventory records, optimize resource allocation, and ensure compliance with licensing agreements through automated tracking and reporting tools.
Customer Support
Our customer support services include 24/7 technical assistance and implementation guidance. The in-house team provides remote sessions, API configuration, and system upgrades. Clients receive personalized support through dedicated account managers and comprehensive training programs for ongoing operational success.
People
Hank Luhring
Founder & CEO
Hank Luhring founded Issuetrak in 1992 after developing custom software solutions. With programming experience since the 1970s, he created the initial web-based support request system that evolved into Issuetrak's core platform. He continues guiding the company's strategic direction.
Taylor Ross
Chief Operations Officer
Taylor Ross leads operations with expertise in accounting and process optimization. Since joining in 2013, she has improved internal systems while balancing financial management with customer service priorities. Her background includes psychology studies that enhance team dynamics and client interactions.
Rusty Luhring
Chief Financial Officer
Rusty Luhring brings decades of financial analysis experience to Issuetrak. He developed financial modeling software and maintains expertise in business success strategies. His focus includes sustainable growth planning and maintaining financial transparency across company operations.
Alex Goolie
Director of Customer Operations
Alex Goolie oversees customer operations with technical support expertise. Since 2014, she has implemented customer success strategies while advocating for green energy initiatives. Her background includes IT support and non-profit solar energy demonstrations.
Jon Rivera
Director of Product Management
Jon Rivera leads product development with experience in technical writing and digital strategy. He manages continuous platform improvements while maintaining documentation standards. His business administration background informs strategic product decisions aligned with customer needs.
Questions
What industries does Issuetrak serve?
Issuetrak serves healthcare, government, education, manufacturing, nonprofit, and hospitality sectors with customized issue tracking solutions.
Does Issuetrak offer 24/7 support?
Yes, we provide 24/7 technical support with under 1-minute average response times for urgent issues.
Can I try Issuetrak before purchasing?
Yes, we offer free product demos and evaluation sites to experience our platform's capabilities firsthand.
How does implementation work?
Our implementation includes personalized configuration, staff training, and system optimization through guided 1:1 sessions with product engineers.
What deployment options are available?
We offer both cloud-based and on-premises deployment options to accommodate different security and operational requirements.
Is data migration supported?
Yes, our data services team assists with importing entities, issues, knowledge base articles, and other data from existing systems.
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