# Track-It! Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about Track-It! Software - reviews, pricing plans, popular comparisons to other Help Desk products and more. Source: https://www.capterra.com/p/67028/Track-It/ --- # Track-It! Software Review 2026: Features, Integrations, Pros & Cons Last updated on July 23, 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) Track-It! ## What is 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. ## What is Track-It! used for? [Help Desk](https://www.capterra.com/help-desk-software/)[IT Ticketing Systems](https://www.capterra.com/it-ticketing-systems-software/)[Knowledge Base](https://www.capterra.com/knowledge-base-software/) Top alternative Featured Overall rating Based on 77 user reviews Reviews sentiment Positive 75% Neutral 18% Negative 6% Starting price $995 Per Feature, One Time 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 Track-It!?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.helixops.ai/&name=Track-It!) ## 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. ### Track-It! 4.0 (77) VS. [4.4 (4,086)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $995 Per Feature, One Time Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.1 (76) Ease Of Use 4.3 (3,610) Value For Money 3.9 (48) Value For Money 4.2 (2,665) Customer Service 4.1 (67) Customer Service 4.3 (2,773) ## Track-It! alternatives [4.5 (3,465)](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 [4.7 (1,787)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (234)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Starting price $16.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars Highest Rated [Milvus](https://www.capterra.com/p/202528/Milvus/) [4.8 (298)](https://www.capterra.com/p/202528/Milvus/reviews/) Starting price $35.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 98% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/202528/Milvus/) [View all alternatives](https://www.capterra.com/p/67028/Track-It/alternatives/) ## FAQs about Track-It! Overview ### What problems does Track-It! solve? Track-It! solves scattered help desk requests, unclear ticket ownership, and disconnected asset records by centralizing ticketing, escalation, inventory, licenses, and recurring resolution documentation. IT help desks, maintenance teams, and support managers use it to route issues correctly, reduce phone interruptions, track hardware assignments, and monitor team productivity and service trends. Answer based on 36 reviews Overview ### Which roles and teams benefit most from Track-It!? Track-It! is most used by IT managers, service desk leaders, application administrators, and support analysts who need structured ticketing, asset tracking, and incident resolution. Operations and customer service teams benefit from streamlined request handling, while business systems and database specialists use it to manage internal support workflows and service visibility. Answer based on 75 reviews Overview ### What company size and specific industries is Track-It! built for? Track-It! is designed for businesses of all sizes that need help desk and IT asset management tools. It suits organizations across industries that want ticket creation, automated emailing, prioritization, notifications, escalations, and reporting for managing IT support and assets. Features and Usability ### What are the key features of Track-It!? Track-It! includes core help desk features like ticket management, incident management, and SLA management, plus a self-service portal and email-based ticket updates. Differentiating features include IT asset management with inventory tracking, knowledge base management, and reporting/analytics. Reviewers also often mention customizable ticket forms and straightforward setup. Answer based on 36 reviews Getting Started and Support ### What training and onboarding options does Track-It! offer? Track-It! provides in person training, live online sessions, webinars, documentation, and videos to help teams get started. In person and live online formats support guided instruction, webinars cover scheduled topic-based learning, documentation offers written reference material, and videos provide self-paced visual guidance. Answer based on 3 reviews Getting Started and Support ### What customer support options does Track-It! offer, and how do users rate the experience? Track-It! offers email/help desk, FAQ/forum, a knowledge base, phone support, 24/7 live representatives, and chat. Users often describe support as knowledgeable, responsive, and quick to resolve issues, though some mention a confusing portal, occasional escalation for technical problems, and inconsistent experiences after support team changes. Answer based on 29 reviews Features and Usability ### Is Track-It! easy to use? Track-It! feels easy to learn and run for most IT help desk teams, especially small and midsize organizations. Many users describe setup, daily ticket handling, and upgrades as straightforward, though some find the interface dated, certain features overly complex, and advanced reporting or customization harder without specialist knowledge. Answer based on 18 reviews Features and Usability ### What is the Track-It! interface like? Track-It! offers a usable interface for ticket management, but opinions are split on how modern it feels. Many IT teams like the straightforward layout, grid views, and multiple access options, while others call the on-prem client dated, slow at times, and more click-heavy than newer service desk software. Answer based on 18 reviews Features and Usability ### How good is Track-It! for reporting? Track-It! covers basic help desk and asset reporting needs, but custom reporting is a common pain point. Many small business and IT support teams find the included reports useful, while teams needing ad hoc dashboards, KPI views, or easier report building often struggle with Crystal Reports and limited out-of-the-box options. Answer based on 17 reviews ## Features AI summary Based on 5,070 Help Desk reviews Capterra data shows that buyers of Help Desk software rank the following features as their top priorities: - **Ticket Management** (**54%** of reviewers rated this feature as critical) - **Real-Time Notifications** (**39%**) - **Service Level Agreement (SLA) Management** (**38%**) Track-It! includes **Ticket Management** and **Service Level Agreement (SLA) Management**, giving support teams a clear way to organize requests and track response commitments. However, it does not offer **Real-Time Notifications**. Instead, it provides **Reporting/Analytics** (**35%**) and **Alerts/Escalation** (**34%**), which can still help teams monitor service activity, spot issues, and respond when tickets need attention, helping businesses maintain service quality and meet support expectations. Ticket Management 3.7 (6) 50.00% of 6 reviewers that rated this feature as important or highly important Track, manage, or resolve user requests and IT incidents/issues Service Level Agreement (SLA) Management 3.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Set and monitor service level agreements to ensure timely response and resolution Reporting/Analytics 2.8 (4) 50.00% of 4 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Alerts/Escalation 3.2 (5) 40.00% of 5 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Self Service Portal 4.0 (4) 50.00% of 4 reviewers that rated this feature as important or highly important Online portal through which end users can access the system, manage tasks, or obtain information Email Management 1.0 (2) 0.00% of 2 reviewers that rated this feature as important or highly important Manage, store and organize emails within the system or via third-party apps Track-It! 19 features System alerts about the need to escalate an issue or request Tools for the systematic analysis of various types of data or statistics Manage assets throughout their lifecycle to optimize profit Tickets are automatically assigned to specific agents based on predefined rules Track and monitor efficient handling of all changes/transitions Add customized logos and colors to align with company branding Assembly of graphs and charts for visualizing and tracking statistics/metrics Manage, store and organize emails within the system or via third-party apps Manage and track all disruptions and incidents Managing inventories and tracking changes to hardware and software configurations Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Access software remotely via mobile devices Arrange tasks based on the level of priority or urgency Access work applications remotely, for when working away from the office and/or traveling View and track pertinent metrics to find patterns and gain insights from data Online portal through which end users can access the system, manage tasks, or obtain information Set and monitor service level agreements to ensure timely response and resolution Track, manage, or resolve user requests and IT incidents/issues Get Advice We can help you find the software with the features you need. Features 3.9 (57) 3.9 Based on 57 reviews ## Pricing Value for money 3.9 (48) Free Trial Basic $995.00 Per Feature,One Time Value for money 3.9 (48) 3.9 Based on 48 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 4.1 (67) 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 4.1 (67) 4.1 Based on 67 reviews ## User reviews Overall rating 4.0 Based on 77 reviews Filter by rating 5(29) 4(29) 3(14) 2(2) 1(3) Mentioned topic Sorted by most recent AM Agus M. Application Specialist Information Technology and Services ### "Simple UI Ticketing Tool with Rooms for Improvement" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 May 11, 2025 This ticketing tool helps you get the job done efficiently when properly set up. The UX/UI could be better. Pros Simple interface making it easier to focus, and many options to customize the ticket arrangement. You can respond your ticket(s) via email. Cons Non-friendly UI, display not easy to navigate making it hard to find nor manage tickets. 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. AD Adam D. Senior IT Support Analyst Chemicals ### "Great Helpdesk Ticketing Software" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 7/10 November 21, 2024 Pros I really liked the ease of use and all of the functionality provided Cons Some tasks seemed more cumbersome then they should have been 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. AN Anonymous User Service Desk Manager Hospital & Health Care ### "Track-It is Simple and Not for Everyone" 3.0 Overall Rating 3.0 3.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 0.0 0.0 Likelihood to Recommend 5/10 May 31, 2024 Pros It is simple to use, and fairly easy to manage and is well suited for small business needing to track and escalate changes, support and documentation for resolutions that happen often. Cons It is not as scalable as some other solutions. It works well for what it is, but it also has limited options for integrations, and also in the self-service portal area it is very basic. 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. AN Anonymous User Technician I Information Technology and Services ### "Track-it customizable" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 5/10 February 20, 2024 Pros Track-It! is highly customizable from ticketing to asset management, to reports. Cons Integration Hiccups. Occasionally, integrating Track-It! with other systems can be a bit finicky, requiring extra troubleshooting. 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. AN Anonymous User Desenhador Construction ### "Razoável Software" 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 7/10 July 17, 2023 Pros Software o nosso caso para help desk e gestão de acessos que ajuda a resolver alguns problemas.Gosto bastante do seu layout. Cons Software caro pelo que é necessário fazer uma boa avaliação para a sua aquisição. 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. RJ Renford joseph D. Senior technical support analyst Retail ### "An itsm tool with limitations " 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 5/10 November 18, 2022 Pros Not that complicated. It is pretty straightforward to use. Cons It is not all efficient and unreliable due to its latency . 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. AN Anonymous User Help Desk Coordiator Higher Education ### "Don't track it" 1.0 Overall Rating 1.0 1.0 Ease of Use 3.0 3.0 Features 1.0 1.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 March 23, 2021 I hate TrackIt. I've used lots of ticketing software in my time working in IT and this is the worst of the worst. I have been working to move away from track it for sometime. Pros There is nothing I really like about TrackIt. I have been trying to get my organization to move from TrackIt since the 2nd week I was in my position. Cons TrackIt is nothing like other software in it's class. It is old and outdated. I do not like it and I wish that the rest of my team would make the move away from it. Its hard to add end users depending on the version you are using (client vs web) And it always seams to be going down. There are a lot of options but unlike something like JIRA you actually need to learn how to use TrackIt. It is also insanely expensive. Not worth the cost 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. TW Tony W. Sr IT Project Manager Health, Wellness and Fitness ### "Track-It Software" 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 December 11, 2020 We just upgraded our 2012 version of Track-IT to the 2019 version of Track-It. It was an easy process and turned out well. Pros We use Track-It software to track all of our business and IT issues. It all our support team an easy way of tracking issues by categories. Cons It is a very easy software to use. You have to know what category the issue is for so that it gets sent to the correct group to solve the ticket. 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. JW Jay W. Systems Analyst Automotive ### "Just Say NO! to BMC" 1.0 Overall Rating 1.0 1.0 Ease of Use 1.0 1.0 Features 1.0 1.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 October 5, 2020 We had also used Track-it around 10years ago and had warm fuzzy feelings towards it then. The reviews here made it sound like it was still a winner, yet sadly we found our experience this time was completely negative. From the beginning their sales and licensing team couldn't get our license emailed out and claimed it was blocked yet our firewall never supported their claim. Response times were not great and it takes more than a few days to even get simple responses. The sales team has made lots of excuses, told us how since BMC took over that things have steadily gone down hill and when we finally said enough is enough, we got endless run around about a refund. From this experience we felt like they picked up a once great software to fill out their line- card and didn't do a great job folding it into the their existing package. I would cation everyone from going with Track-it unless your already more than familiar with BMC and their ways and only if it's not to late to move yourself into a better suite, DO IT! We researched more and after much testing picked Tool & Asset Manager 2.0 which was half the cost and worked right out of the box with no problems. We rolled out and within a month had the organization audited and tagged. We can't comment on the rest of the BMC suite so as with all reviews take this one with a grain of salt, but our warm fuzzy feelings from using it before couldn't help the fundamental failures of its present state. JUST SAY NO TO BMC! Pros The software had a nice interface. It's layout is sectioned off so you look at each integration module separately. Cons Track-IT has fallen from it's once glory days now that BMC owns it and pushed to have it integrate with their "Free" help-desk. We went looking for Asset management not help-desk and were left with nothing but frustration and disappointment. The BMC client service installs as part of the network discovery but it will not uninstall. You have to manually remove it. The 995 package comes with 50 licenses and because it hinges on the help-desk module it can only go out and find 50 endpoints which handicaps you into purchasing more licensing. It runs over SQL of course like more asset software, however when the software was installed over a fresh copy of 2016 Server it took several sessions with their engineer/helpdesk to get things running which should never have been needed. The sql services fault and have to be restarted manually which also should never happen repeatedly and their engineer/helpdesk could not correct this. Last on the list but slightly more important is that they are build on older coding so you can't use special characters in your passwords and there is no two factor authentication. In this day and security critical age, that is the straw that will break your back and find your system possibly for ransom~ Reasons for choosing Track-It! Previous experience with the software ten years ago. Single purchase without recurring subscription fees. Controlling sensitive company data without sharing to cloud based storage. 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 October 19, 2020 I am sorry to hear that you had such a bad experience. I am not sure what you mean by Free help desk as we do not offer a free version. That said, it sounds like you were focused mainly on the client management feature and the things you mentioned should have been resolvable. Sounds like it is too late now but I hope the solution you picked does what you need. RR Richard R. Customer Care Manager Information Technology and Services ### "Track-It! 20xx: The next generation " 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 8, 2020 A positive experience and comfort provided that True North Service Management Solutions Ltd have vast knowledge and experience of Track-It! and can provide professional services for migrating from 11.x, installation and configuration, training and even report writing. Pros The rewrite of Track-It! addresses a lot of previous concerns from reviews of 11.x and prior. It is 100% web based, has a mobile app, built in report writer and a strong ITAM offering with Client Management for Track-It that also has a CMDB, SLM, Remote Mgt, Patch & Deployment and allows you to easily manage your compliance. Cons Would be nice to be able to add custom fields, but there’s a number of custom fields available that can be removed from the form with the designer so not a major 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. [View all Reviews](https://www.capterra.com/p/67028/Track-It/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. 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