--- title: "OMNITRACKER Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about OMNITRACKER Software - reviews, pricing plans, popular comparisons to other Business Process Management products and more." source_url: "https://www.capterra.com/p/124156/OMNITRACKER/" page_type: "product" language: "en" --- # OMNITRACKER Software Review 2026: Features, Integrations, Pros & Cons Last updated on September 16, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) OMNITRACKER ## What is OMNITRACKER? ITSM application that handles incident, problem, change, service asset & configuration, release and identity & access management processes. 15 ITIL4 practices are certified, more are available in the ITSM suite. The application can be extended by other fully integrated applications, such as project management, contract management, risk management and more to serve as comprehensive Enterprise Service Management platform. ## What is OMNITRACKER used for? [Help Desk](https://www.capterra.com/help-desk-software/)[ITSM](https://www.capterra.com/itsm-software/)[Configuration Management Tools](https://www.capterra.com/configuration-tools-software/) Top alternative Featured Overall rating Based on 9 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price €10000 Per User, Per Month Free trial available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for OMNITRACKER?[Manage this product listing](https://www.g2.com/products/omnitracker/claim_requests/new?auto=true) ## OMNITRACKER Overview Updated September 2026 AI summary OMNITRACKER provides help desk and IT service management capabilities for organizations of all sizes, offering tools for ticket management, workflow automation, SLA tracking, and knowledge base management. The platform supports change and configuration management, and includes features like automated routing, reporting, customizable branding, and real-time chat. It is available on web, cloud, Windows, and mobile devices. ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### OMNITRACKER 3.7 (9) VS. [4.6 (798)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting Price €10000 Per Feature Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 3.7 (9) Ease Of Use 4.6 (785) Value For Money 3.5 (6) Value For Money 4.4 (706) Customer Service 3.4 (9) Customer Service 4.5 (738) ## OMNITRACKER alternatives [4.5 (3,481)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (522)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.6 (108)](https://www.capterra.com/p/133392/Service-Desk/reviews/) Starting price $17.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.4 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars ## FAQs about OMNITRACKER Overview ### What company size and specific industries is OMNITRACKER built for? OMNITRACKER is designed for companies of any size that need individualized process workflow digitization and automation in IT service management, enterprise service management, or other markets. It fits organizations across industries that want to manage and automate internal service processes. Features and Usability ### What are the key features of OMNITRACKER? OMNITRACKER offers IT service management features such as incident management, problem management, change management, release management, and SLA management. It also includes ticket management, asset tracking, knowledge base management, self service portal, automated routing, approval workflow, reporting and analytics, and workflow configuration for service and process handling. Getting Started and Support ### What training and onboarding options does OMNITRACKER offer? OMNITRACKER provides in-person training, live online sessions, and documentation to help teams get started. In-person training supports direct instruction, live online sessions allow guided remote learning, and documentation gives written reference material for self-paced review and feature lookup. Getting Started and Support ### What customer support options does OMNITRACKER offer? OMNITRACKER provides 24/7 live rep support and chat. No reviewer feedback about support experience is available in the catalog data, so user sentiment on response times, helpfulness, or common frustrations cannot be summarized. ## Features AI summary Based on 5,135 Business Process Management reviews Capterra reviewers highlight these as the features buyers value most when choosing help desk software: - **Ticket Management** (**55%** of reviewers rated this feature as critical) - **Support Ticket Management** (**49%**) - **Real-Time Notifications** (**39%**) OMNITRACKER supports **Ticket Management**, giving teams a clear way to log, organize, and track service requests. However, it does not include **Support Ticket Management** or **Real-Time Notifications**. Instead, it offers other features that reviewers also rate highly, including **Service Level Agreement (SLA) Management** (**40%**), **Mobile Access** (**39%**), and **Call Center Management** (**39%**). These features help businesses monitor response commitments, stay connected while away from a desk, and manage phone-based support workflows, allowing teams to maintain service quality and respond to customer needs more efficiently. Ticket Management 4.5 (2) 50.00% of 2 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Alerts/Escalation 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Knowledge Base Management 3.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Approval Workflow Route documents and other data through one or more stakeholders for review and approval Asset Tracking Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle Audit Trail A record of all activities within the system, including user access, changes made, etc. OMNITRACKER 38 features ### All Features - Alerts/Escalation: System alerts about the need to escalate an issue or request - Approval Workflow: Route documents and other data through one or more stakeholders for review and approval - Asset Tracking: Monitor the usage of assets, such as equipment, tools, software, etc., throughout their lifecycle - Audit Trail: A record of all activities within the system, including user access, changes made, etc. - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Availability Management: Monitor and analyze the availability of resources to help plan and streamline the service delivery to clients - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Capacity Management: Monitor service demand and performance to plan for adequate resources that meet business needs - Change Management: Track and monitor efficient handling of all changes/transitions - Change Planning: Planning training and tasks to facilitate the transition to new technology, process, or workflow. - Change Tracking: Track changes in laws and regulations and compare previous legislation to current legislation - Compliance Management: Track and manage adherence to policies for any service, product, process, or supplier - Configuration Management: Identify component attributes like servers, hardware, software, and manage relationships across all services - Contract/License Management: Track, store, and access client contracts or licenses - Customizable Branding: Add customized logos and colors to align with company branding - Document Storage: Store and organize documents in a centralized system - Email Management: Manage, store and organize emails within the system or via third-party apps - Incident Management: Manage and track all disruptions and incidents - Interaction Tracking: Track interaction history by documenting conversations for contacts - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Macros/Templated Responses: Templated responses for responding quickly to recurring support requests - Mobile Access: Access software remotely via mobile devices - Prioritization: Arrange tasks based on the level of priority or urgency - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Project Management: Plan and coordinate all the resources, costs and time needed to execute assignments - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Release Management: Planning, scheduling, and overseeing the release of software or system changes into a live or production environment - Reporting: Empower brands with an intelligent reporting tool and dashborads to provide visibility into number of viewers, likes, number of asked questions, and chat entries, total number of clicks, CTR, and entire stream health - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Service Catalog: Database containing accurate and up-to-date information on all operational services - Service Level Agreement (SLA) Management: Set and monitor service level agreements to ensure timely response and resolution - Task Management: Create, manage and track all task activities and progression - Ticket Management: Track, manage, or resolve user requests and IT incidents/issues - Training Management: Track employee/learner's progression through training programs - Workflow: Offers workflows to process Data Subject Access Requests to enable multiple departments to assist when complying with user access and deletion requests. - Workflow Management: Create, design and manage workflows for repetitive tasks --- Get Advice We can help you find the software with the features you need. Features 3.7 (7) 3.7 Based on 7 reviews ## Pricing Value for money 3.5 (6) Free Trial Basic €10,000 Per Feature, Value for money 3.5 (6) 3.5 Based on 6 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 3.4 (9) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 3.4 (9) 3.4 Based on 9 reviews ## User reviews Overall rating 3.7 Based on 9 reviews Filter by rating 5(3) 4(2) 3(3) 2(0) 1(1) Mentioned topic Sorted by most recent CK Cedrik K. Einkauf Information Technology and Services ### "Nicht so vollumfänglich wie gedacht - verbesserungswürdig" 3.0 Overall Rating 3.0 3.0 Ease of Use 2.0 2.0 Features 2.0 2.0 Customer Service 3.0 3.0 Likelihood to Recommend 3/10 July 14, 2023 Pros Ich finde einen genauen Vorteil kann ich aus dem Omnitracker Tool nicht sehen - es gibt verschiedene Tickets wie Service Requests oder Incidents, das hat aber auch jedes andere Ticket System. Ich bin kein Fan von Omnitracker da es auf dem Markt weitaus bessere Produkte gibt. Cons Es ist sehr langsam, gerade in Verbindung mit dem VPN weil für jeden Knopf eine SQL Query getriggered wird.Man muss selber viel Customizen um das Produkt so zu nutzen wie man es haben möchte.Das System spammt einen mit Emails voll. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MG Magdalena G. Senior database administrator Information Technology and Services ### "It was good software 10 years ago" 3.0 Overall Rating 3.0 3.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 December 23, 2020 I was developing and administering this system for Lufthansa and HamburgSued. For Lufthansa i created customised functionality for finance department and customer support, including set of sophisticated reports and integration with SAP and internal apps. For both of the customers I performed upgrade of this system- one to MSAzure, second to standalone VM. Pros Easy to configure. Good possibility to program everything with scripts. Cons This program was good 10 years ago. No modern GUI and lack of searching for folders and fields, actions, message templates is a pain. Omnitracker in combination with Oracle database is a nightmare. Email interface can stop working without warning- debugging it is very difficult. If there is more emails to process than 40 000 then processing of them can take all day, what is totally unacceptable for systems working 24/7. Integration with other systems - mainly by using scripting if you want to achieve something more sophisticated than creating ticket. No version control for scripts and frames, no Autoarchivstation of requests. Problems with upgrade if you have many reports and statistics. Upgrade process takes lots of time if you have large database >100 GB). Unhelpfull support which doesn't resolve your problems. Software totally incompatible between versions. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. PE Philip E. Managed Services Engineer Information Technology and Services ### "An old workhorse, that will never die, but also doesnt do much very quickly anymore" 3.0 Overall Rating 3.0 3.0 Ease of Use 2.0 2.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 5/10 June 10, 2018 While this software served us reliably for many years, we were in need of a more modern system. I would recommend this software for anyone who needs a very customization system, I believe that is where Omnitracker excels. Pros We previously used this system for managing our support ticket queues, in addition to some other organization wide processes. There are some very neat ways to customize this software, and some great little things like SMS integration, views that you can create, and a solid calendar. Cons The software feels bloated, the interface is cluttered and un-intuitive, and the performance slow. While there are some answers to the more modern systems, such as a web portal to supplement the more standard on premise setups, it feels not fully formed and like it may belong to another time. This software served reliably for many years, but there is a lot of competition now with better approaches. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. BC Bugnar C. 8D Reports Coordinator Automotive ### "10 years of working with in in Automotive Industry" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 June 30, 2017 Quick processing of the complaints; automatic notifications; easy documenting & quick reporting Pros The software is sending automatically the notifications for the responsible in case new actions are created; it also fives the possibility of quick reporting for open actions / overdue actions / actions per responsible, etc Cons The software does not offer the possibility of customizing certain reporting available in order to create a personalized type of report Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Emmanuel S. Projectmanager ### "Extensive possibilities for helpdesk but sometimes not as intuitive as I would like" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 June 7, 2017 Pros Great tool for helpdesk and other IT support staff. Extensive follow up possibilities and communication support. Cons Some features are not as intuitive as I would like. For example: the workflow for combined requests for changes and activities. Searching for an RFC can be quite tricky. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. HY Houssem Y. Java Developer Automotive ### "OMNITRACKER Expert" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 August 26, 2016 I for more than 5 years as an Omnitracker administrator. I have done all trainings provided by Omninet. I liked plying the OLE interface in VBscript language. That was great !!! Pros \- Flexibility - it make it easer for developers Cons \- Performance - Not web based - Saop webservice but no Rest - look and feel does not change in the desktop according to version 10.2.100 - hosted on a windows server not on a Linux(Performance issue) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. CB Christian B. ITSM System Administrator Retail ### "Great system" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 26, 2016 The first review in this list is not related to ITSM systems at all, but is rather a hand-held GPS. The bad rating in that review is therefore not related to the OmniTracker enterprise IT Service Management (ITSM) system, and should be removed by its author, or moderators. Here are some links to that GPS, to prove the point... http://www.redferret.net/?p=16370 https://www.chinavasion.com/china/wholesale/Health\_Lifestyle/Outdoors\_Gear/The\_Omni\_Tracker-World\_GPS\_Tracker As a system administrator, I have used OmniTracker before, in Canada, having implemented it to manage my former employer's ITIL processes. After working with it for 2 years, I personally think it's a great enterprise ITSM system, that is very powerful, yet does not cost a fortune, like others in that niche market. One of the main reasons we opted for this system was the licensing model, which offers all-inclusive shared licenses. This saved my former employer a lot of money, compared to other systems charging extra per module or charging monthly per user. Christian Brien ITSM System Administrator Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. MG M. G. Head of Partner Management ### "Comment on Grame's review ..." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 0.0 0.0 Customer Service 5.0 5.0 Likelihood to Recommend 0/10 March 31, 2016 Dear Graeme, I am sorry to hear about your experience but I think you picked the wrong company or product for your review. I am not sure what you mean with 'I take my 3 units to 269 City Road Melbourne ... '. OMNINET is a German software vendor with OMNITRACKER as its core ITSM and process tracking software. Neither have we made our way into the Australian software market to this date nor do we know about 'units' at this local address. Why should any of our sales or customer service reps. refer you to an area where we are not present and to a place that is on the other side of the globe? Please feel free to contact me directly via the contact page that is on our www.omnitracker.com website in case of questions or complaints that you still have and I will gladly help you. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. GS Graeme S. ### "unreliable" 1.0 Overall Rating 1.0 1.0 Ease of Use 2.0 2.0 Features 0.0 0.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 January 25, 2016 On endeavouring to obtain support, it was recommended I take my 3 units to 269 City Road Melbourne which is an entirely inconvenient location I have found the units unreliable Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Response from Vendor November 11, 2020 I think this rating is about another software, as our software is not used for location management [View all Reviews](https://www.capterra.com/p/124156/OMNITRACKER/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.