BMC Software

Track-It!


4 / 5
65 reviews

Who Uses This Software?

Help Desk and IT Asset Management solution for all businesses with features such as ticket creation, automated emailing, prioritization, notifications/escalations, reporting and more.


Average Ratings

65 Reviews

  • 4 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $995.00/one-time
  • Pricing Details
    Free video training included. Contact BMC Software for pricing details
  • Free Trial
    Yes
  • Deployment
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • BMC Software
  • www.bmc.com
  • Founded 1980
  • United States

About Track-It!

Fully integrated Help Desk and IT Asset Management system designed for small to medium sized companies to be affordable to own, easy to install and configure and easy to use. Track-It! includes modules for Help Desk, Asset Management, Change Management, Purchasing, Self Service, Dashboards, Reporting, SLAs, Business Rules and more.


Track-It! Features

  • Alerts / Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket Management
  • Change Management
  • CMDB
  • Incident Management
  • IT Asset Management
  • Knowledge Base
  • Mobile Access
  • Procurement Management
  • Remote Control
  • Self Service Portal
  • SLA Management

Track-It! Reviews Recently Reviewed!


The Price Vs Functionality ratio still separates Track-It! from the rest of the SMBs solutions

Jan 23, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: To summarise; if you are on limited budget but looking for a feature rich product that is going to transform your IT Maturity from chaotic & reactive to proactive, then look no further than Track-It!

I've been associated with Track-It! for over 15 years since version 2. I was part of a small team in the UK that grew the business Track-It! in the UK, using - of course - Track-It!

The pros about Track-It! is that it is a product that is pretty much out of the box, easy to install & configure, with a getting started guide that is prescriptive & can get you up & running in days as oppose to weeks & months. Ultimately when managing a small help desk, you want to know what you are supporting, who is using what you are supporting & then having the ability to communicate with your end users via a number of methods. The when managing the ticket, the ability to categorise, prioritise, assign, notify & escalate. Track-It! allows you to do this all this. Change Requests, Purchasing, Software Licencing & naturally strong reporting capabilities. Track-It! really does have a lot to offer.

From the founding company Blue Ocean Software to BMC Software, the product team is still pretty much in place & very customer centric utilising the in-built communities & customer led feature requests to further develop the product. The model has not really changed since day one that you are able to download a fully functional 30 day demo to evaluate. Trust Track-It! has been a brand backed by it's delivery & it's no surprise that at over 50,000 customers it is the world's most widely installed helpdesk system.

So if you are looking for an integrated help desk & asset management solution, then definitely consider Track-It!

Where Track-It! will be limited is if you are looking for a flexible, fully customisable solution. If this is what you are looking for, then Track-It! is not the right product & BMC offer products such as Remedyforce, FootPrints, Remedy & Remedy onDemand to cater for this requirement.

InfraVision are an elite BMC partner & have witnessed over the last 18 months a significant growth in Track-It! with the UK & Irish markets, which would suggest that companies are looking for simple, out of the box solutions & not implement process for process sake!

We are more than happy to back our words of this review & prior to evaluating, if you would like to receive a Track-It! overview to enhance your evaluation experience, then contact us at info@infravision.com

Track-It, The Best Helpdesk software I have used

Oct 17, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use

Functionality

Cost

Support

User Advocate Web Site

Innovations

Cons: purchasing module

Overall: I have used Track-It for a many years during my tenure at four different companies. Track-It is a solid product that will increase the efficiency and effectives of your Helpdesk. The Self-Service module saves our Helpdesk time from interruptions by calls and walk-ups. Users can solve many of their issues with the Self-Service Module. The Module can help users with changing their own passwords after authentication, looking-up common solutions to problems, or fill out a detailed help request form. Track-It can prioritize your work orders and distribute to correct person based on the incoming Work Order Requests. Emails are automatically sent to users if status updates and the resolution are desired. The Assets Tracking module has helped account for all the hardware and to who has been assigned. The discovery option will automatically find the hardware on the network. The License Module helps the organization stay in compliance by tracking the authorized license count. It is a wonderful system and I recommend that you try Track-It.

Recommendations to other buyers: Great product - give the 30 day free trial a try

Excellent and Economical entry level and small business Help Desk tool

Jan 28, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: I have been working with Track-It! for over five years now, happily watching how it continues to develop and evolve with each new iteration.

Track-It! is incredibly easy and intuitive to install and configure, and it comes out of the box with all the features that most small organizations need to get going with a Help Desk tool. It is best suited for organizations that are taking their first steps to go from a manual to an automated Help Desk system, organizations that have outgrown a basic, home-made help desk system, and any organization that requires a full-featured, solid and easy to use help desk system at an affordable price.

Pros:

* Very easy to install and configure

* Very easy and intuitive to use

* Mature and very stable software (Version 11.4 as of this writing)

* Excellent technical support

* Excellent tips and tricks support from a very active users and developers community (through BMC's communities site)

* Economical, starting at under $1,000

* All-included, full-featured software. Includes Help Desk, Asset and Software License Management, basic Change Management, a Self Service Portal, and a Mobile Interface, among its many features.

* Includes the powerful Crystal Reports as its main built-in reporting engine.

Cons:

* Limited customization options - may not be suitable for organizations with highly specialized needs.

* Does not support compartments / separate workspaces / multi-organizations configurations.

* No Cloud version available at this stage.

* Report Customization requires knowledge of Crystal Reports. This is fine for organizations that have CR experts on board, but requires some learning effort if no one is familiar with CR.

Altogether, this is an ideal and very affordable tool for its target market. There are tools available that offer either more features or more flexibility, but either at a considerably higher cost, or at the expense of quality, stability and/or level of customer support.

Track-IT by Numara

Oct 25, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The stability of the product. The customization aspect...adding fields. The options seem limitless.

Cons: The user interface for the on prem version is dated. It needs to be updated to look more modern. That's more on me then them. I just don't like the view(s).

Overall: For the most part, it's a good experience. Their support portal is a little confusing at first but once you're in, their support is very good. I've had to call them a couple times and had my issues resolved quickly.

Vendor Response

by BMC Software on October 30, 2018

Hi Joseph, thanks for the feedback. You should take a look at our new Track-It! 2018 version. It has some great new features, a new modern web interface and is a free upgrade to customers on support. I think it may be exactly what you are looking for.

Great product for our organization

Sep 22, 2016
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use

Cons: Inability to assign more than one Technician or Requester. Also only being able to create routing on 3 levels if categorization. Needs event based functionality.

Overall: Track-It was in place when I came aboard, but not used consistently. I helped to re-implement the software and we have seen a great deal of adoption from all of the team members and it is bringing valuable visibility to the management team...enough so that they have hired two additional team members since. It's easy to use and helps us keep track of everything we are working on.

Recommendations to other buyers: If you are working out of your e-mail, SharePoint or some basic home baked system, Track-It is a great product and will help you better organize teams efforts and keep track of all types of things.

Robust yet easy to use Help Desk software

Nov 13, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Integration with Email, Technician reports and customization abilities

Cons: Help documentation could use some improvement, for getting the most out of the software.

Overall: We use it every day as our Help Desk tracking software. We have it integrated into our helpdesk email so all emails to the helpdesk go to Track-it and create tickets. We love the detailed features. We dont use all of them but will probably use more in the future. Its a great tool and assigning tickets is a breeze, as is running reports, looking up closed tickets, etc. We even customized each technician's tickets by Color so we can see at a glance who has what in their bucket.

Good asset management software

Mar 26, 2019
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Track-It automates tracking your assets, and help desk tickets easily. It is nice to be able to see what computers we have and what software is installed on them and who is using them.

Cons: The Track-it audit function is sometimes a little buggy with older operating systems.

Overall: We manage several hundred computers, users, software licenses and a solutions database in our IT department. We use track-it to automatically audit all devices that connect to our network and keep track of where the item is and who it is assigned to. We also keep track of software licensing and help desk requests and tickets.

Excellent after training.

Oct 05, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The application does so much. It allows you so many options for customization. The ability to not only track the asset, but also see a record of service desk requests is efficient and beneficial.

Cons: What's not to like? If I had to pick something I'd say that at times it can be a little sluggish, but that could be our network and not the application.

Overall: Completely revolutionized our Help Desk and brought the level of staff knowledge up another level.

Track-It - An excellent all around ticket traking application .

Aug 25, 2016
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use is high on our list. We have several teams using it all with different needs.

Software license tracking is a nice feature.

Great community support around the product.

Cons: No real cons. We understand what the software is and don't try to make it do things it's not made to do.

Overall: We're a medium sized Community Hospital and have used Track-It for several years now with minimal complaints. The product has always been rock solid.

Capterra loader

I have worked for more than 4 years with the application and it is very useful to classify incidents

Mar 21, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The knowledge database is very broad, it is very good to classify types of incidents and to measure the productivity of the work team.

Its cost is not very high

Cons: Apparently there is no version for Android or IOS, sometimes I think the application is a bit slow and the design is a little outdated.

Overall: Good control of the Helpdesk department management and reporting

Track-it review

Oct 12, 2016
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The Auditing feature

Cons: More reporting functions

Overall: I have been using track-it for over a year and what can I say it's an amazing product.

' Very easy to install and configure

' Track-it inventory is great it's scan the entire network and reports back

' Track-it auditing is one of the best features as you can audit hardware and software, which in turn help you keep track of software licencing

' Track-it support is fantastic , very helpful and quick to resolve any issues

' The calling logging feature is great for keeping track of ICT queries and running reports

' Overall it's a great product, you get value for money and it's easy to use

It does the job without much problems

Jun 08, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It allows you to customize the ticket forms based on the business requirements, giving us the opportunity of making ticket forms designed for different departments

Cons: The ticket forms cannot be formatted to match the business look and feel, it does not offer the option to alert support reps about outstanding tickets

Overall: Simple to use

Using for year

Mar 08, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Cost the software is not overly expensive for the number of users we have. Ease of use is very nice as well. Active directory Integration of requests is nice as well

Cons: I wish it had a friendly IOS or android App. Better costume reporting. Unless your an expert in crystal reporting you will be forced to use included reports.

Capterra loader

Solid option for companies seeking a home grown solution !

Feb 21, 2018
5/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This is a product that will satisfy your needs, but you have to configure it to do so, all the modules are based and linked among them so this will be a easy to use tool!

Cons: there's no service Catalog, but you can cuastomize one in the categorization and schedule module!, I also think that the module regarding to Training could be a bit more rich in terms of having the course materials in there.

Overall: Control of all my IT department, Assets, ticketing, workload, licences, puchases and knowledge base!

Great off the shelf product

Sep 20, 2016
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Great ticket management and asset management.

Cons: Could use more customization options (coming!).

Overall: Primary use is for helpdesk ticketing but very capable for asset management and inventory, change management, knowledge base, license management, and purchase management

Recommendations to other buyers: Very easy to setup and the community that supports it offers a wealth of knowledge and information.

Very pleased with Track-it

Mar 12, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Been a customer for 10+ years with Track it. Very easy to use. Like the view when looking at work orders. Has a nice Excel type grid format.

Cons: Lacks a mobile app and not web based. The change management module also needs some work.

TrackIT is an average product that has not changed much in 10 years

Feb 11, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: The locally installed sql database is handy for customizations and integrations. Trackit allows for nested work orders, which I've noticed several other products do not have this feature...

Cons: Lets be clear - Trackit is late 90s early 2000s style thick client app. The web client design is very similar to the thick client. Very little thought put into software quality attributes such as speed or usability. The asset inventory client is bug ridden. We could never get the service to inventory the last 15-20% of computer assets. The server side inventory service would routinely crash as well. The limits on custom work order fields were a problem. The global search across work orders is slow (several minutes) and routinely never returns results. Robust search capability is critical in my opinion. Trackit support has somehow convinced itself this is an unsolvable problem. Overall, it is apparent that BMC dev team is focused elsewhere.

Great product, we have used it since 2005! Eleven years and will continue to use it!

Sep 14, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Awesome!

Overall: We have used TrackIt since 2005 for mainly help desk tickets and now we are going to expand and utilize more of the features such as TrackIt Web, Inventory, Assets, Reporting,Solutions and many more great options available to us! The price is great and customer service is fabulous ! I would highly recommend this software!

Great product with lots of great features

May 18, 2017
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money

Pros: The software is easy to use,. It has a client and web-based version, so that it can support all different platforms.

Cons: The full version (client) is very slow at times, especially when searching. This needs to be improved.

BMC-Track-IT

Nov 14, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Self Service work order requests and job tracking

Cons: It has been a little temperamental in communications regarding jobs.

Overall: We are using it to receive and track work orders for the IT and Maintenance departments.

Just Track-It

Apr 12, 2019
3/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to use interface. Hardware and Software inventory modules.

Cons: Performance with larger databases. Reporting feature.

Overall: Track-IT has been around for a while now. We have used it for a good 10 years before switching to another product. Track-IT was good for its time, but there are better and more robust products out there now. The platform is very customizable and will fit a lot of customers who are looking for a solid helpdesk/service desk solution.

In our case, as our database was growing, scalability became an issue. The system would run slow and support team needed to get engaged. Reporting feature (crystal reports) wasn't great either.

Vendor Response

by BMC Software on April 15, 2019

Thank you for the review Andriy. Our latest version, Track-It! 2019 is a completely redesigned web based version and any performance or scalability issues of the old 11.x version are now gone. Crystal Reports has also been replaced with a new reporting tool. Even though this is a major upgrade, Track-It! 2019 is a free upgrade to all customers on support.

AWESOME product!

Oct 12, 2016
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Most features & functionalities are awesome.

Cons: N/A.

Overall: I've been using Track-It almost two years, so far it really meets our organization requirement for most features & functionalities. Great product.

Recommendations to other buyers: N/A.

Great software for inventory control at a great price

Dec 15, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ease of use in setting up and allowing me to run audits on all IT equipment. Support was always excellent.

Overall: Ability to manage inventory on large scale

Capterra loader

GUI

Oct 11, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: interface is overall good and user friendly

Cons: performance is poor over the time need so optimization techniques for DB

Overall: Great

Capterra loader

It has been nice, the self-service and audit modules I like and the support is excellent

May 04, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: what I like the most is support attention, they are always available to attend cases, really excellent

Cons: what I like the least is the complexity to issue reports is difficult to use, it would be nice if they improve this part easier, much more management

Good ticketing software for small businesses

Nov 26, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: It is a reliable ticketing software that works well for businesses that don't need a bunch of advanced functionality

Cons: It doesn't have the same amount of options as other helpdesk ticketing software

Overall: while it worked well it just didn't have the customization options that we required for our needs

Vendor Response

by BMC Software on November 27, 2018

Hey Rudy, I would invite you to check out the Track-It! 2018 release which is free to all customers on current support contracts. It has new features for form customization and business rules that greatly enhance the customization capability of the product.

Good Ticket tool your incident management process

May 14, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: User Interface is pretty straight forward. It allows you to easily manage your tickets. Provides a comprehensive reporting module which i like most.

Cons: When you want to add new audit steps or configure your current flow, it takes some time to completed.

Overall: Our customer is using Track-It tool to record all their incident in their manufacturing process and we are able to work with Track-It because of them. It is a low-maintenance help desk ticketing tool and very useful for middle sized companies.Solid reporting functionalities to see what is the some main areas that looks more buggy. Good help desk product in my opinion.

Simply Wonderful!

Mar 02, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: For those of you who think that because of the title of this review that this is going to be a fluff piece. You're right! :-) And why not? If a product is worthy of praise, then by golly I'm gonna praise it!

We have been using Track-It for over 2 years now as our Help Desk/Inventory Control Management System. I have personally been in charge of inventorying our assets and administering the system. From beginning to end Track-It has been a product that has been easy to use and simple to manipulate to meet our needs. One of the biggest pros for me is the adaptability of the program to fit our environment. From customizing the user interface to manipulating the custom asset tags we have been able to integrate how we do business into Track-It and allow it to help us do our jobs better.

Customer service with Track-It is phenomenal. From the top to the bottom, any time I need help it has been given in a timely manner and everyone goes beyond the expected level of service to ensure my needs are met.

If you are looking for a solution to help desk/inventory needs, Track-It will meet or exceed your expectations every time!

Help desk made simple

Apr 26, 2016
4/5
Overall

4 / 5
Ease of Use

3 / 5
Customer Support

4 / 5
Value for Money

Comments: Our company finally decided to leave our homegrown help desk system and purchase a professional system. It was one of the best decisions we made. I managed the help desk at the time and we could never seem to get a handle on things with our self-developed system. Track-It offered everything we needed in an easy to use system. We could track inventory and help desk requests in one system.

Pros: Ease of use, simple interface, great customer support, great reporting, single sign-on.

Cons: Interface is easy to use but looks like it could use a little updating. Seems like they could combine a few screens to reduce the number of clicks.

Capterra loader

Good Product Needs More Custumer Support

Mar 07, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money

Pros: * Trackit allows to create task inside work orders wich its nice

* It manages several types of notifications regarding SLA´s

Cons: * Doesn't have an app for android or ios

* Configuration can be sometimes difficult and not easy to understand

Track-It Meets our Needs

Oct 19, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: We have been using Track-It for 8 years now and the application is constantly evolving into a better product. I really like the Help Desk, Self-Service and Auditing modules. It is very easy to use and is a great value for the cost. The one thing that I truly like about the product is the support. They are always there to work through whatever scenario you might have and see it through to the end.

Pros: As stated above, the best part of this product is the support and ease of use.

Cons: Reporting is very cumbersome and not easy to use. I wish there was a more drag and drop feature for reporting instead of using Crystal Reports.

Recommendations to other buyers: I think if you give this products and support a chance you will be very happy with the outcome.

Springville City uses Track-IT

Oct 12, 2016
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Track-It came highly recommended to us several years ago when we were searching for a solution to manage help tickets. The program was easy to install and manage. Employees like having the ability to know what happens to their IT help ticket when they submit. We use the inventory and solutions sections for tracking and information management. This year I had the opportunity to attend my first BMC conference. I found the Track-It classes to be very informative. There are features and function available in the product that we will start using since attending the conference.

Pros: Ticket management.

Recommendations to other buyers: If you are looking for a solid solution to track your day to day IT communication with your customers I would highly recommend using this product.

Simple yet Feature-Filled IT Ticket Tracking

Dec 27, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Track-It is a great solution for IT helpdesk ticket management. We use it for our helpdesk team and the reports we get from it are great.

Cons: We have yet to really come across anything to complain about.

Not the best ticketing system

Mar 26, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

2 / 5
Customer Support

2 / 5
Value for Money

Pros: It is a decent software for just a ticketing system. Can easily escalate/pass off tickets as needed. You can make some decent reports to get a deeper understanding of what types of tickets are coming in and who is closing them.

Cons: Doesn't have enough simple customization. The inventory aspect is not great. You will come across a lot of little features missing that leave you questioning the software.

Quality counts and customer input is king

Oct 20, 2015
4/5
Overall

4 / 5
Ease of Use

4 / 5
Customer Support

Comments: I've been using Track-It for over 5 years now . It's fundamentally sound and provides a decent variety of features and capabilities.

I've watched it grow and mature from the buggy entry level software it was before BMC acquired it and have been thoroughly pleased with the responsiveness of the support and development teams. Over the past two years this program has vastly matured and for small to medium businesses, It solves a lot of problems at a very low cost.

As a customer, my opinions and feedback are actively engaged by BMC staff and the direction of growth of this software directly reflects the desires and needs of its customers in a way I that is extremely rare in the software industry today. It keeps getting better in ways that make a difference.

Great product for managing people, tasks and equipment

Dec 06, 2016
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: We purchased Track-it about a year ago to replace a homegrown system. We needed a system that could help us manage both help-desk tickets, equipment and people. Track-it was exactly what we were looking for. As a non-profit we had to be price conscious and this software met all of our needs. Since the installation and launch we have been extremely pleased. The software is very intuitive making it easy for us to get our IT staff up to speed. It allows us to easily keep track of time on task as well as the costs associated with projects and repairs. We definitely feel this was just what we needed.

Pros: Ease of use, intuitive nature, cost tracking abilities, integration with other IT systems.

Cons: Too many screens per task. Could use some auto fill fields. Could be web based instead of a software install.

Recommendations to other buyers: Get a thorough demo. The system is powerful and should meet your needs.

Track IT

Aug 01, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: excelent software for managing all your it assets and human resource, assign tickets to technicians and keep track of the efficiency of the support you provide

Cons: it is not easy to setup, the users or clients complain about the need of enter a ticket everytime they need support, it has nothing to do with the software but they could implement a new or easier way to create a new ticket

Great Product!

Dec 18, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: I have used Track-It for almost ten years now and have been pleased with how well the product has developed (and improved) over time. I have always found. the support team to be knowledgeable and easy to work with. Additionally, enhancements to the product have been the result of feedback from actual users (and not just the idea of a developer sitting in a dark room). As far as ease of use is concerned, it does not take very long for my new techs to learn how to use the system (and I am able to lock down permissions as needed to ensure the appropriate level of access for each Tier). Overall, I am happy with my experience with the product, as I am able to accurately track the metrics required by my leadership.

Track-It

Feb 16, 2017
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Comments: Seems to accommodate most of our day to day tasks, lacks good OOTB standard reports

Pros: Email Notifications and responses

Cons: Reporting

Recommendations to other buyers: do a small trial if possible

Love Track-it!

Dec 08, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The software is low maintenance but high powered. It it console managed and can hold info for many pieces of equipment. Mass deployment also a plus

Cons: The software doesn't always pick up the simple things like a mac address or an IP address leading to some leg work or manual inputs.

Attractive and Simple to use HelpDesk Software

Jan 24, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: Track-It! is a long-standing Help Desk Software. We have been promoting this product since 1995.

Major companies attracted by this product due to it's simplicity in setting up and easy to use. No Major headaches and no need for intensive education prior to using the same. Some of our Major Clients using Track-It! are Arab Bank (Middle East, North Africa), STC (Major Mobile Network Operator - Kingdom of Saudi Arabia), Afghan Wireless, ... etc and many more.

I highly recommend Track-It! for any organisation that is looking for a helpdesk solution with minimum investment and simplicity to setting it up and using it on daily basis.

We have been using TrackIt for about 10 years and we like how the products works for us.

Dec 17, 2015
5/5
Overall

4 / 5
Ease of Use

5 / 5
Customer Support

Comments: We have several departments using TrackIt for their helpdesk ticketing, the IT department, Maintenance, Building Services, Communications and our Clinical Evaluation Center. Everyone is very please with the helpdesk part of TrackIt. I also use the inventory module, remote access, library and the purchasing modules. For the most part we have been very satisfied with the product and the customer support is excellent. I never have to wait more than a day to get my issues addressed and that means a lot. We are tracking around 1,000 assets and have an average of 600 helpdesk tickets a month for the IT Department.

Trackit is a great product!

Jan 23, 2015
4/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: We have been using Trackit for over 16 years and we have enjoyed both the product and the support behind the product.

Pro: Easy to manage, easy to use, easy to customize, scalable

Con: Best for small & medium size businesses with a customer base and end-points of less than 10,000

Pro: Inexpensive internal auditing tool

Con: Co-mingled records has been a problem in version 10 and below

Pro: Active Directory interface

Con: Can't automatically delete terminated employees from User Table

Pro: Customer support are SMEs

Pro: Customer support is thorough and supportive of you as a customer

Overall! Great product

One of the better products I've used

Jan 31, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: I've been in IT for almost 8 years now and I've worked with some pretty unfriendly software before. With that being said, BMC's Track-It has been working great for what it was designed for. Working at the Service Desk means you need a reliable software to keep up when you're entering and dispersing work orders. Not once in the year I've been using it, has it crashed or locked up so bad I couldn't work.

I was not here when the product was purchased so I cannot speak on the value or the backend configurations but as a User, I would recommend this product to another agency.

Track-It! Helpdesk & Asset Management software still the best value.

Jan 28, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: Compared to other similar products Track-It! includes many powerful features in the base package and is then very scaleable based on your requirements. The evaluation is a fully functional version of the software and is extremely easy to download and install.

I have been working with Track-It! for the last 14 years and it's always been very well supported and developed.

From a small company with one IT person logging helpdesk calls to a multinational requiring SLA monitoring, detailed asset management, web interfaces and complex reporting, Track-It! can be used to streamline and manage the service desk.

looking good

May 06, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: many options with notifications for sla's. this is also a very inexspensive product as well. no complaints

Cons: i really do wish that this product had a application for phones. I would be able to accomplish more.

Nice Product-with just a few missing "wish I had" features

Oct 12, 2016
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: Multiple interfaces (client, web, mobile). Fairly simple to setup and start using right away. "On the fly" editing options.

Cons: Crystal Reports

Overall: TrackIt is a nice product for SMBs in particular. My biggest gripe has to do with reports. The product uses Crystal Reports and if you're like me, and you need ad-hoc reporting, you need to know Crystal or get training because it's not very intuitive although there are many pre-configured reports you can choose from.

TrackIt!

Oct 09, 2015
3/5
Overall

3 / 5
Ease of Use

4 / 5
Customer Support

3 / 5
Value for Money

Comments: We use this as the primary Help Desk ticketing system for one of the divisions in our company. While it serves the purpose I have found it hard to run reports and heavy on the manual maintenance side. Great tool for entry into the ticket tracking system, but we are moving to a global system in the near future.

Pros: The notification e-mails, when working, are very nice.

Cons: Reports are hard to write and it is difficult to use at times. We have to restart the services a lot as notification e-mails seem to get stuck frequently.

BMC Track-IT!

Jan 22, 2015
4/5
Overall

4 / 5
Ease of Use

5 / 5
Customer Support

Comments: Track-IT! has helped our company in many ways. First off it allowed us to establish a knowledge base for not only our technicians but end users as well. It has improved and streamlined our ability to keep track of items both connected & disconnected from our network allowing us to have a better understanding of what we need purchase. The area where Track-IT! could improve is with it's reporting capabilities. Asset discovery is also not the easiest thing to keep a handle on either.

Great product concept, not easiest to use.

Mar 06, 2018
3/5
Overall

2 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: The features include details on the support ticket, inventory and all the analytics that go with it make this a very powerful program.

Cons: It is very difficult to navigate around the software. The features are present but they are very difficult to maneuver.

Overall: Better organized support team.