# FootPrints Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is FootPrints the right Help Desk solution for you? Explore 34 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/212606/FootPrints/reviews --- FootPrints 3.5 (34) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of FootPrints Ease of use 3.4 Customer Service 3.6 ## Pros and Cons in Reviews RK Ray K Director, Client ServicesHigher Education, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “Reports are clunky, lack of intuitiveness, not much for self serve portal, the KB won't accept images, no option for end users to get ticket statuses on demand, etc.“ November 8, 2021 KB Katie B IT Operations AnalystHigher Education, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “it doesn't have the integrations we hope to find in a tool and only seems to compliment it workers.“ July 28, 2022 RK Ray K Director, Client ServicesHigher Education, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “Tool interface looks like something out of the 90s. “ November 8, 2021 ## Showing most helpful reviews Showing 1-25 of 34 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Alessandro M. IT Governance Consultant Computer Software Used the software for: 2+ years ### "Excellent process and project support tool" March 18, 2020 5.0 We acquired Footprints at the bank where I worked in 2004, and they still use that system today. It is used for Basically helping in IT Demand Management processes (Incidents, RFCs, RFSs, etc.). And we quickly discovered that the tool would be useful to support other business processes as well. We then use Footprints in IT Project Management (Footprints forms are super customizable and this was very useful for registering and monitoring projects). It was a happy surprise when we were able to implement Footprints in other departments besides IT, we had not planned this, the IT department won many points for that. Because we had a fast implementation solution and we became one of the main suppliers of operational performance reports (from the different sectors of the company). So we start to used Footprints in the area of Internal Controls and Compliance, where we made forms specialized in these activities and methodologies (5W2H for example). Our Legal department has also adopted the tool. Because the alert configuration features (based on elapsed time or status) worked very well to support their activities, in addition to the feature of recording time spent by activity, for billing of lawyers' hours to be separated by cost center, this was very cool. Pros Extremely easy customization of support forms page; We use it in several sectors of the company, such as: IT Infrastructure, IT Projects, Internal Controls, Legal, Compliance, Accounting, Administrative, Customer Service and HR; Low cost due to the possibility of using named licenses and shared licenses; Low hardware cost, you don't need anything dedicated. So, to complete the pros. A good administrator of the tool must know the company's processes, once this professional knows the company's processes, he will have in hand a quick implementation solution (Footprints) to control processes and projects, without having to wait for the development of a software to support such a need. Cons As for cons, we can note that the tool is not so easy to integrate and the support team is not very good at suggesting solutions for this. It is important to have a well-trained person who knows the business processes of the company to be able to make the most of Footprints' features. If the company does not have this type of professional, there is a risk of not being able to make good use of the tool. Don't expect Footprints support to offer you a super solution, they usually have a vision limited to technical aspects of the tool, the ideal technical profile to manage this system is someone with some background in IT and who knows business processes well. Alternatives considered [JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/) Review Source VR Verified Reviewer Application Support Analyst II Higher Education Used the software for: 2+ years ### "Dependable" July 11, 2022 4.0 Footprints is reliable and does its job, even if it's a bit old-fashioned and clunky. Pros I liked that we could configure forms to request needed information based on request type and details, as well as configure automatic routing to correct teams. Fields and routing were automatically filled out upon selecting specific details. It was nice that we could automatically create tickets from incoming emails to service account mailboxes. Tickets could track time spent working on the issue. Notifications were automatically sent to stakeholders based on status. Cons Unable to resend attachments from previous ticket updates. Inadequate size limit on attachments; failure to update by email if attachment exceeded limit. Instructions to reply by email are unclear; if reply message was not precisely formatted, response text is cut from ticket update. Have to take the system down to publish changes or apply updates. Review Source MW Michael W. Systems Analyst Used the software for: 2+ years ### "Version 12 has been the most painful experience in my IT career" November 29, 2017 1.0 Pros There is very little to like about this product. Ii guess if i had to pick one thing it would be i like the color scheme. Cons Support is horrible, there are only a couple (literally two at the time of this review) senior support staff that have any knowledge about this product. The API does not work consistently. Random business rules stop working after a publish and supports only answer is to recreate the rules. We have consistent deadlock errors on the database, we have tracked it down to the table that contains ALL of the relationships for every item in the system. Support says they are looking at it, but we have seen this for about a year now and there is no resolution as of yet. If you don't believe my review, check the BMC communities and look at the idea section for footprints. You will find scads of suggestions about returning out of the box functionality that were in older versions of FP that is missing in v.12.x. The migration was extremely painful it consisted of rebuilding everything from the start and the finished product is in such a bad state that the suggestion about what it would take to go back to version 9 has been discussed. it is not about bad logic in the rules, because when they work, it works. you just don't know what you will have after you publish. BMC needs to rethink what they did to the FP product. Review Source Response from BMC Software January 23, 2018 Thank you for sharing this feedback. If you ever have an issue with our support team, please ask to speak to management immediately so we can address it. Our support team has consistently high satisfaction ratings so the experience you describe is not typical nor something we would be happy with. As for the product issues, during a recent visit by one of our partners to your site, we were able to join and conduct an in-depth analysis of your setup. During that evaluation we identified a number of configuration issues and based on those findings we provided several recommendations that your team is in the process of implementing. We are confident that when this is completed you will have a much improved situation. Please reach out to us directly once the work is completed and we will continue to work with you and your team until you are satisfied. AS Alvin S. Director, Service Delivery Education Management Used the software for: 2+ years ### "Footprints helped our Service Desk!" October 6, 2022 4.0 Pros Great features at a very affordable annual cost, the ease of configuration and customization to fit our needs was well suited for our environment. The number of knowledge base articles and community support was very good. Cons The dashboard needs a revamp of it, it looks outdated and not as streamlined as other ITSM solutions. Chat feature needs to be improved on. Review Source VR Verified Reviewer Network Admin Restaurants Used the software for: 2+ years ### "Solid Ticket Tracking Solution" April 1, 2019 4.0 We have used this software to track helpdesk tickets, system access requests, and change management for many years now and it's overall worked very well with very little trouble. Support when needed has always been great too. Pros I like that we've been using it for over 10 years now with not 1 major issue with it. Cons The licensing cost seems a little steep I feel like there should be some sort of a discounted price for use over time as well. Review Source Heather R. COTS Administrator Transportation/Trucking/Railroad Used the software for: 2+ years ### "Not What It Used to Be" November 28, 2018 3.0 Footprints was once a great application, but since being rebuilt for version 12, it has lost much of what made it once so successful. While workspaces are fully customizable, they are built in several 'containers' that must match identically across various parts of the application to connect and function. For example, if you connect it to Active Directory for user authentication, you must create each field you want to appear in the ticket type, in that appropriate workspace, and then create a relationship between them. The navigation is not intuitive and requires quite a bit of digging around to find these settings. Footprints is very flexible, however. If you can think of something, you can probably create it and automate it here. My company was able to use it as a ticketing platform across several departments, each with their own custom fields and features. The reporting is very versatile. It allows you to build nearly any type of chart or graph and export it with the ticket data. They can also be scheduled to send to anyone by email address or user name. My biggest issue is the way attachments are handled mostly because if an attachment is added to a ticket, you cannot add it to outbound email by selecting it. It must be downloaded and uploaded to the ticket a second time as Footprints only sends out attachments on the update when they're added. Pros Flexibility and Customizable Functionality Reporting Cons Complicated Setup Performance Advanced Searching Attachments Review Source VR Verified Reviewer Telecommunications Systems Administrator Education Management Used the software for: 1-2 years ### "Clunky outdated ticketing platform" September 13, 2018 2.0 Pros it's not incredibly difficult to use, but that's really it Cons this ticketing platform is the least robust system I've used. I've used many homebrewed and many enterprise level ticketing systems and this is by far the worst. Ticket tracking and event tracking is non existent. It lacks many basic features like child/parent relationships on major outages, leaving me clearing through countless tickets after a major outage. Searching through cases is also clunky and difficult, you can't really view cases outside of your workspace, so when tickets are submitted to me, I often receive duplicates because no one knows that a ticket is already opened. Review Source VR Verified Reviewer Systems adminstrator Financial Services Used the software for: 2+ years ### "Big piece of JUNK" March 7, 2019 1.0 I've had the displeasure of being the admin for this trashy software for the past two years. I've put in a lot of extra hours just to keep this garbage software running. If you're wanting to give up your life to support garbage then this is the product for you. If you want a reliable software that is easy to maintain, then go find something else. Pros Support has been good to point out all the issues, bugs and defects in the software. Cons Every time there is an issue, ends up it's usually a know defect. There are so many known defects with this garbage software that it causes memory leaks. The footprints server must be rebooted daily otherwise it Footprints become even more useless. There are people who take garbage and make a sculpture out of it to give it another look. That describes Footprints, garbage software put together to resemble a working program, but in the end it is just a piece of garbage. Review Source VR Verified Reviewer IT Director - School of Arts and Sciences Desktop Computing & Support Higher Education Used the software for: 2+ years ### "Heavy Use at Wrok" February 1, 2018 3.0 Pros It functions and allows for a lot of customization. We are using a slightly older version. But being a member of multiple assignee groups is helpful. Assigning different teams as they are needed to a ticket while keeping yourself on is helpful in monitoring the problems completion. Cons Dated interface. Slow to respond at times. The need for Java to be installed, but no real use for it. The extra cost of a mobile interface, no mobile app. Review Source Jaleel H. Microsoft Exchange Support Specialist Used the software for: 2+ years ### "This is one of a few ticketing systems I've used in my helpdesk career. Nothing special" July 31, 2018 3.0 Pros customizable fields depending on how the company intends to use it Very lightweight on the client side, in fact so lightweight you can allow your customers to put in their own tickets without a significant lag on their side, or strain server-side. Cons Too many fields to populate to get a case started. When it does lag, watch out because there's no autosave feature, or quick save feature Review Source GI Gianluca I. Gestione ISO e Security Utilities Used the software for: 2+ years ### "Software IT Management e ticketing" October 31, 2023 4.0 COn la vecchoa versione(Numara) la versione 11 era veramente un ottimo prodotto e anche facilmente customizzabile in autonomia con un minimo di supporto. Dal passaggio a BMC le cose sono peggiorate. Pros Le form già presenti e le funzionalità in bundle Cons Dal cambio di gestione da Numara a BMC è cambiato sia il rapporto di assistenza che la personalizzazione del prodotto che è diventata più complessa. Reason for choosing FootPrints Avevamo scelto Footprints per la sue interfaccia intuitive per la sua facilità di personalizzazione anche in autonomia. Review Source RM Ravi M. Architect Used the software for: ### "Footprints " February 22, 2017 3.0 Great experience for ticketing system, easy to log and update tickets and assign to groups and individuals Pros Portal to review assigned tickets Cons Hangs to update Review Source RF Rocky F. IT Support Supervisor Automotive Used the software for: 2+ years ### "For over 3 years, I have administrated multiple BMC FootPrints Service Core workspaces." August 3, 2017 5.0 FootPrints Service Core is a robust tool that improves efficiency for many departments at O'Reilly Auto with at current total of 22 workspaces. Almost on a daily basis, processes are improved using capabilities FootPrints Service Core offers. The efficiency gains helps the corporate departments accomplish more in less time with streamlined processes. This helps the company save money on payroll for additional corporate employees even though several additional stores are opened each day. We don't have to hire as many people on the corporate level to keep up with the store growth due to the improvements of processes related to this software. Pros Footprints has become one of the most important software packages many departments in the company use. What I like most is how the workspaces can be adapted to suit the needs for any department. We started using it for IT help desks, which is our most complex workspaces, but we keep identifying other departments in need of a new workspace for various needs. For example, several departments used to keep track of requests in emails and track requests on shared Excel workbooks. Service Core provides a workspace to receive, store, provide trackable accountability, report, and develop workflow previously unavailable for incidents handled by each department. The abilities of Service Core has improved processes for every department we have implemented. Cons While the software almost always accomplishes desired workflow for new tasks, I sometimes have to come up with a workaround to accomplish the desired advanced workflow. On the positive side, Service Core is flexible to allow manipulation of the workspace to allow workarounds when necessary. Review Source DL Debra L. Help Desk Systems Manager Used the software for: 2+ years ### "Footprints 12 was a big step backwards. The interface is much more complex to learn" May 16, 2017 3.0 Pros I liked Version 11 with five stars but they are dropping support next June 2018. The Escalations that automate processes was also very nice. System was very easy to use and was easy to navigate. All the bells and whistles that automated processes was extremely beneficial for our company. I was really pleased with this product. Cons We were pushed into a new version that is basically a shell and you have to create most processes that are pre-built in other products. What was BMC thinking? Up to this version I have always had a great experience. They took away several features that are going to cause us a lot of work, no quick descriptions and no quick actions which was one of the reasons we bought this product. I think their level 1 desk is in India they only take ticket info. What happened to supporting the USA economy? Review Source Response from BMC Software June 7, 2017 Hi Debra, it sounds like there has been a miscommunication or misunderstanding here. FootPrints 11 Support We have no plans to end support for FootPrints 11. It is still fully supported. There are also no plans to force anyone to move to FootPrints 12. Tech Support To better support our global customer base, we added capacity in the US, UK, Mexico & India as well as a global triage center to ensure that everyone is served effectively, especially those with severity 1 issues who are routed to the front of the queue during triage. Configuration FootPrints 12 is more powerful & customizable than ever before & includes many automation features. Most customers use FootPrints as their Service Desk & it includes built-in templates for this. If you dont mind, we will follow up with you directly to get more clarity on the support issues and to provide help with configuration. TM Teresa M. QA Analyst Information Technology and Services Used the software for: 1-2 years ### "Effective Incident Management tool" April 8, 2024 5.0 The best part is the workflow and notifications are sent based on the status selected. Footprints is a great incident management tool. As a queue manager, I would highly recommend this software. Pros The most useful part of Footprints in my position as a queue manager, is that once you select a status, it automatically selects the appropriate email addresses to notify. I also like the ability to click a button to expand the incident information in order to see more of the details provided. Cons The only con that I experience is downloading attachments. You have to select the attachment before being able to download. Review Source RK Ray K. Director, Client Services Higher Education Used the software for: 2+ years ### "Basic ITSM Incident Management tool" November 8, 2021 3.0 BMC has been helpful to work with. Tool interface looks like something out of the 90s. It has been meeting our needs and it is a fraction of the cost of other full suite ITSM tools. Pros Cost. A fraction of other ITSM tools. There are 3 supported platforms to choose from Cons Reports are clunky, lack of intuitiveness, not much for self serve portal, the KB won't accept images, no option for end users to get ticket statuses on demand, etc. Review Source GV Gerardo V. Product Manager Information Technology and Services Used the software for: 2+ years ### "An excellent Help Desk tool but expensive too" October 6, 2022 5.0 I'm a Footprints user but I have knowledge about IT and there's not a problem for me to use this software but if you don't have IT notion, it could be a problem to use the interface because it is not friendly or intuitive like some other Help Desk softwares. Pros The customization level for work areas and dashboards. Cons The interface is very cold, ugly, not friendly or intuitive for the end user. Review Source KB Katie B. IT Operations Analyst Higher Education Used the software for: 2+ years ### "Not a fan" July 28, 2022 1.0 not a fan Pros easy to use, great for people that don't like change. Cons not a scalable software. it doesn't have the integrations we hope to find in a tool and only seems to compliment it workers. we need a multi purpose tool now. Reason for choosing FootPrints we moved from footprints to TDX. we are much happier. Review Source RD Robert D. Audiovisual Technician Information Technology and Services Used the software for: 2+ years ### "Mediocre Software" December 15, 2020 3.0 Being part of IT, our department used the software for it's intended purpose; IT help desk tickets. But then when our audiovisual software was taken away, administration wanted to use it for daily AV scheduling. Because tickets are meant to be entered for on-demand issues, scheduling of future setups and events is not possible. It can only be used for record keeping and to enter tickets for past happenings Pros The software is not super complicated to use. I would say, however, it would require a bit of brief instruction from a colleague to get started. Cons Again the software is not overly complicated, but navigation can be tricky at first. Finding past tickets, however is fairly easy IF you know how to do it. Review Source VR Verified Reviewer Human Resources Human Resources Used the software for: 2+ years ### "Suits needs across the company" May 21, 2019 4.0 Pros This software has been very beneficial to my company. It has been used for many departments throughout the workplace. Cons There is not much bad I can say about footprints. I don't love the new version. Review Source VR Verified Reviewer Renewals Team Leader Used the software for: 1-2 years ### "A complete ITSM solution for Enterprise Companies" March 29, 2018 5.0 Pros FootPrints is the ITSM Solution Ferrari, as it may be adapted not only for IT processes but also for any other not IT process such as HR, Legal, Field Services, etc. configuring as many instances or workspace as you need in your organization for every of these processes. Its licensing is adaptable to the customer needs. It also has Mobile and web browser access, Graphical Workflow designer to configure your processes in an easy and fast way. Cons For asset management it is necessary the integration with BMC Client Management which means to pay for additional licensing in terms of number of assets and it increase the investment in comparison with other solutions that has asset management included. Review Source Jeremy A. National Manager of Learning Innovation Mental Health Care Used the software for: 2+ years ### "Decent ticketing system, could improve user experience" June 27, 2018 3.0 Pros Monitors tickets, priorities, status well. Use of email responses to update statuses and add updates makes it quick and easy in many situations. For most situations where I'm viewing updates and replying quickly it's easy and effective. Cons The UI is a little non-intuitive for adding updates - when editing/adding an update I want to be able to see history as context for my reply/update, and that requires first viewing a different area. Review Source VR Verified Reviewer Lead Network Specialist Used the software for: 6-12 months ### "A Fully Loaded HelpDesk That Poorly Brings Everything Together" March 20, 2018 3.0 Pros It has tons of functionality and features, many of which we never even got a chance to delve into setting up for production. Cons Building the help desk out is a nightmare due to the way that Footprints maps everything. Instead of something that should have been quick and simple, like you find in Solarwinds help desk utility, Footprints manages to make it drawn out and difficult Review Source FT Fonta T. Apple Support Higher Education Used the software for: 2+ years ### "FootPrints " July 8, 2022 3.0 Overall experience is functional for day to day usage Pros How you can customize your layout for productivity Cons Assigning tickets to users sometime don't function properly Review Source VR Verified Reviewer Sr. Prospect Researcher Non-Profit Organization Management Used the software for: 2+ years ### "Useful tool, but interface looks and feels outdated and clunky" March 25, 2022 3.0 Pros I like the amount of services I can access with FootPrints, e.g. requesting a help ticket, ordering new computer hardware, and submitting Data Services requests Cons The interface feels like the 1990s and it's not very intuitive when it comes to finding what you need to do. Needs a complete refurbish! Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.