Implementing Issuetrak in your organization is an exciting opportunity to streamline workflows, improve service management, and increase operational efficiency. This guide outlines the complete implementation timeline from planning to go live and beyond, ensuring your transition is smooth, timely, and aligned with business goals.
Related Resource: The Benefits of Customer Training
Phase 1: Planning and Preparation
Why Planning Matters
The planning phase establishes your foundation for success. A clear plan reduces delays, prevents rework, and ensures that Issuetrak is configured to meet your specific needs.
Questions to ask during planning
- Why did we choose Issuetrak?
- What process are we replacing or improving?
- What is our go-live target date?
- Who will be on the implementation team?
- Are integrations or data imports needed?
- What departments or teams will use Issuetrak?
Initial Preparation Tasks
- Complete the pre-implementation Questionnaire
- Schedule your first Implementation Session
- (If applicable) Begin On-Premises Installation
Phase 2: Scheduling and Getting Started
After purchasing Issuetrak, you'll receive a series of onboarding emails. These vary depending on your deployment type.
For Cloud Customers
- Issuetrak Site Details Email: Includes login URL, contact info, and helpful links.
For On-Premises Customers
- Installation Email: Contains documentation links, installation files, Site ID, and next steps.
Scheduling Your Implementation Training
- A separate email will provide a link to schedule your first Product Engineer session. Refer to this article before your session to ensure that you maximize the benefits of your session: How To Get the Most Out of Your Consultation.
- Ensure your cloud site is active or your on-premises installation is complete before training.
- For onsite training, coordinate tentative dates in advance.
Phase 3: System Configuration and Training
Issuetrak’s flexibility allows for tailored setups to match your business needs. Your trainer will walk you through configuration options, recommend the best practices, and help you weigh the pros and cons. Sessions are recorded, and a link to download the recording will be provided to you after the session.
Session One: Initial Configuration and Discovery
Topics include:
- Discovery discussion: Understanding your desired workflows
- System overview: Navigation and UI orientation
- System Settings: Defaults, appearance, features, and hours of operation
- Issue lifecycle: How issues are submitted, tracked, and resolved
Additional Sessions
- Planned as part of your onboarding, with timing based on your pace and complexity
- Begin with follow-ups from previous sessions
- Aim to keep sessions no more than one week apart to reduce knowledge loss
Homework Assignments
At the end of each session, you'll receive tasks to:
- Configure key areas of your site
- Prepare for the next session
- Test the setup with real scenarios
Note: Incomplete homework may impact the progress of future sessions.
Phase 4: Testing Your Issuetrak Site
Before going live, thorough testing ensures your configuration aligns with business needs and minimizes user disruption.
Key Testing Goals
- Validate issue submission and resolution workflows
- Ensure permissions and visibility rules work as intended
- Familiarize key users with system behavior
Testing Best Practices for a Successful Implementation
Phase 5: User and Agent Training
A smooth go-live depends on user confidence.
Agent Training
- Focus on responding to and managing issues
- Deep dive into workflows and responsibilities
End User Training
- How to submit, reply to, and monitor their issues
- Searching and navigating the portal
Phase 6: Go Live
Your Product Engineer will help you determine the right go-live strategy:
- Phased Rollout: Ideal for large or complex organizations
- Companywide Launch: Fast adoption across the board
Whichever method you choose, the goal is to reduce confusion and promote fast user adoption.
Phase 7: Post Go-Live Support
Even after a successful launch, questions and unforeseen needs may arise.
Check-In Session
- Review your setup
- Address post-launch challenges
- Identify opportunities for improvement
Ongoing Training and Support
The journey doesn’t end at go-live.
- Product Engineers are available for additional department rollouts or advanced features
- Support Team is your first line of assistance for questions and troubleshooting
- For configuration needs, they’ll loop in your Account Manager or Product Engineer
Wrapping Up
With the right planning, training, and testing, your Issuetrak implementation will empower your organization with streamlined issue tracking, faster resolutions, and stronger collaboration.
