IssueTrak

What IssueTrak does

IssueTrak (legal entity Issuetrak, Inc.) is a privately held software company founded in 2000 and headquartered in Virginia Beach/Norfolk, Virginia, that builds and sells an issue tracking and service operations platform. The platform is offered in three deployment models — cloud (hosted on AWS with single-tenant databases), on-premises (behind the customer firewall), and air-gapped (for defense and classified environments) — and is used across IT help desk, customer support, HR, facilities, finance, and asset management workflows. The product features customizable portals, business rules-based automation, round-robin assignment, comprehensive audit trails, Active Directory/SSO integration (including CAC and smart-card login), a RESTful API, and an AI Agent-Assist layer (issue summarization, KB article generation, AI note assistant) with a bring-your-own-LLM option that can be toggled off.

The company serves enterprise, mid-market, SMB, and government customers across regulated verticals including manufacturing, finance/credit unions, healthcare, state and local government, education, and logistics/distribution. Named customers include UPS, Cintas, Ford, Pfizer, Cedars-Sinai, Carnival Cruise Line, Washington State OFM, and Stafford County Schools, with continuous service since 2001. Revenue comes from cloud subscriptions ($75/agent/month, annual billing), on-premises perpetual licenses ($1,091/agent one-time plus $218/agent/year maintenance), and optional add-on modules (Asset Management, Billing, Chat, Surveys, Webforms, Active Directory). All core features are included on every plan with a 3-agent minimum and free unlimited end-user submitters. Distribution is sales-led with personalized demos, free trials, and a Zapier Marketplace listing that connects the product to over 4,000 business apps. The company has never been acquired and operates without disclosed institutional funding under a leadership team of CEO Dan Flowers (since March 2020, formerly VP of DevOps), COO Taylor Ross (promoted January 2022), and CFO Rusty Luhring.

Name

IssueTrak

Legal name

Issuetrak, Inc.

Website

http://www.issuetrak.com

Company type

Private

Founded year

1992

Operating status

Operating

Headcount range

11–50 employees

Short description

IssueTrak (Issuetrak, Inc.) is a Virginia-based, privately held software company founded in 2000 that provides cloud, on-premises, and air-gapped issue tracking and service operations software to enterprise, government, and mid-market customers across regulated industries including healthcare, manufacturing, finance, and education.

Ownership category

akta.pro rank

Product category

IT Service Management Software

NAICS

Custom Computer Programming Services (541511), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518)

SIC

Services-Prepackaged Software (7372), Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

IT Incident, Problem & Change Management Platforms (HDAEALAI)

akta.pro secondary industry

Webhooks, Eventing & Message Streaming (BPAMAOAE)

Keywords

• Issue tracking software
• Service operations platform
• Help desk software
• IT service management
• Ticket management system

Headquarters

HQ city

Virginia Beach

HQ country

United States

HQ region

North America

Offices2 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Infrastructure, Marketing or Sales, Operations

Revenue model

1. Cloud Subscription: Monthly or annual subscription pricing per agent. Includes unlimited end users, all core features, SOC 2 Type II compliance, and 24/7 US-based support.
2. On-Premises License: One-time perpetual license fee with annual maintenance. Customer hosts on their own servers with full data control.
3. Add-On Modules: Optional add-ons including Active Directory, Asset Management, Billing, Chat, Surveys, and Webforms available for additional cost.

Pricing tiers

Go-to-market motion2 records

Distribution channels5 records

Marketing channels7 records

Core offering

IssueTrak develops and sells a unified issue tracking and service operations platform used to run IT help desks, customer support, HR, facilities, finance, and asset management workflows within a single system of record. The platform is offered in three deployment modes — AWS-hosted Cloud with single-tenant databases, customer-hosted On-Premises, and fully Air-Gapped for defense and classified environments — and is sold on per-agent subscription or perpetual license terms with optional paid add-on modules.

Product overview

Issuetrak is a unified service operations and issue tracking platform that serves organizations across IT help desk, customer support, HR, facilities, and asset management. The core Issuetrak platform is offered in three deployment options (Cloud, On-Premises, Air-Gapped) and includes comprehensive features such as workflow automation, SLA management, audit logging, and reporting. The product portfolio includes several add-on modules: Asset Management (asset tracking and audits), Billing (invoicing and work orders), Chat (live customer chat), Surveys (customer feedback collection), Webforms (custom public-facing forms), Active Directory Module (identity/SSO management), and the Issuetrak API (for custom integrations). Additionally, AI-powered Agent-Assist features include issue summarization, KB article generation, and AI note assistant. All core features are included in every plan with no tier-based gating; add-ons are optional extras.

Differentiator

Problem solved

Functional benefit

Products and services

• Issuetrak Core Platform Unified issue tracking and service operations platform for IT help desk, customer support, HR, facilities, finance, and asset management, available in Cloud (AWS single-tenant), On-Premises, and Air-Gapped deployments. Sold to enterprise, mid-market, government, healthcare, manufacturing, and finance organizations.
• Asset Management Module Paid add-on module for tracking and managing organizational assets including hardware, equipment, and software, with detailed reporting, audits, and barcode support.
• Billing Module Paid add-on module for generating work orders, invoices, and line items and managing customer billing, with products and services definitions and customer management.
• Chat Add-On Paid live-chat add-on for real-time customer communication that creates Issuetrak issues from chat transcripts, including proactive chat configuration and email transcript options.
• Surveys Module Paid survey-builder add-on for gathering customer satisfaction and feedback, including survey design, reporting, and management capabilities.
• Webforms Paid custom public-facing web forms for issue submission integrated with Issuetrak, available as fully custom builds via Professional Services or pre-configured standard webforms, with branding customization and API field mapping.
• Active Directory Module Paid identity-management add-on providing Active Directory/LDAP integration, AD FS support, Microsoft Entra ID (Azure AD) integration, OAuth/OpenID Connect SSO, user provisioning, and CAC / smart-card login support.
• Issuetrak API RESTful API (v1 and v2) for developers to build custom integrations, automate workflows, and connect Issuetrak with third-party applications; powers Zapier and native integrations.

Quantifiable outcome

• 99% customer satisfaction rating on in-house support
• +3 more outcomes

Named customers16 records

Segments6 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration9 records

AI capability3 records

Feature9 records

Partnerships

Four partnerships are on record, tiered core.

• ZapiercoreTechnology or IntegrationZapier integration released May 2022 with Issuetrak 15, allowing customers to connect over 4,000 business apps with Issuetrak through no-code automation. This exponentially increases automation opportunities at no additional cost to software licenses.
• MicrosoftcoreTechnology or IntegrationMicrosoft Gold Partner with deep integrations including Azure Active Directory, Office 365, Active Directory Federation Services (AD FS), and Microsoft Entra ID. Cloud infrastructure hosted on AWS.
• Amazon Web Services (AWS)coreTechnology or IntegrationCloud infrastructure hosted on AWS with single-tenant databases per customer. Leverages world-class hosting facilities with physical security, network isolation, and disaster recovery capabilities.
• Active Directory / LDAP SystemscoreTechnology or IntegrationSupports LDAP over SSL for Active Directory integration, Common Access Cards (CAC), and smart-card login for government and defense environments requiring controlled access.

Scale indicators6 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Freshservice (Freshworks): Cloud-native ITSM and help desk platform targeting mid-market and enterprise. Directly comparable as a service desk / ticket management platform, though Freshservice is cloud-only while IssueTrak offers on-prem and air-gapped.
• Jira Service Management (Atlassian): ITSM and service desk platform built for IT operations teams. Competes head-to-head with IssueTrak in the mid-market ITSM segment, though typically appeals to organizations with existing Atlassian footprints.
• HappyFox: Help desk and ticketing platform serving SMB and mid-market. Comparable product scope (ticket management, workflow automation, asset tracking) at similar price points to IssueTrak's mid-market offering.
• SolarWinds Service Desk: ITSM and help desk solution from SolarWinds, serving IT operations teams. Comparable feature set around ticket management and IT asset tracking, positioned similarly to IssueTrak in the mid-market.
• ManageEngine ServiceDesk Plus: ITSM platform with both cloud and on-premises deployment options. Most direct architectural peer to IssueTrak given shared tri-modal deployment philosophy and similar mid-market positioning.
• Zoho Desk: Help desk software part of the broader Zoho suite. Directly comparable as a ticketing and customer support platform, though Zoho bundles it with broader CRM and productivity apps.
• TeamSupport: Customer support and ticketing platform with B2B focus. Comparable feature set around ticket management and customer service workflows, positioned in the same mid-market segment as IssueTrak.

Broad incumbents

• ServiceNow: Enterprise ITSM leader offering a much broader platform than IssueTrak. Comparable at the ITSM / service desk layer but operates at vastly larger scale and price points, targeting Global 2000 accounts.
• Zendesk: Customer service and help desk platform serving enterprise and mid-market. Overlaps with IssueTrak on ticketing but is cloud-only and skews toward customer support rather than internal service operations.
• BMC Helix ITSM: Enterprise ITSM platform with strong on-premises and hybrid deployment options. Most relevant incumbent peer for IssueTrak's regulated-vertical positioning, particularly in defense and government.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks5 records

Key highlights7 records

Customer concentration

• Xx.com/IssueTrak
• Facebookfacebook.com/IssueTrak
• LinkedInlinkedin.com/company/389461
• Instagraminstagram.com/issuetrak

Compliance4 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles6 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about IssueTrak