# Track-It! Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Track-It! the right Help Desk solution for you? Explore 77 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/67028/Track-It/reviews --- Track-It! 4 (77) [View alternatives](https://www.capterra.com/p/67028/Track-It/alternatives/) 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 Track-It! Ease of use 4.1 Customer Service 4.1 ## Pros and Cons in Reviews TW Tony W Sr IT Project ManagerHealth, Wellness and Fitness, 501 - 1,000 employeesUsed the software for: More than 2 years. “We just upgraded our 2012 version of Track-IT to the 2019 version of Track-It.“ December 11, 2020 Adam S Service Desk ManagerHospital & Health Care, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “It is not as scalable as some other solutions.“ May 31, 2024 JW Jay W Systems AnalystAutomotive, 10,001+ employeesUsed the software for: 6-12 months. “The software had a nice interface.“ October 5, 2020 JW Jay W Systems AnalystAutomotive, 10,001+ employeesUsed the software for: 6-12 months. “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.“ October 5, 2020 JW Jay W Systems AnalystAutomotive, 10,001+ employeesUsed the software for: 6-12 months. “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.“ October 5, 2020 JW Jay W Systems AnalystAutomotive, 10,001+ employeesUsed the software for: 6-12 months. “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.“ October 5, 2020 ## Showing most helpful reviews Showing 1-25 of 77 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Italo P. Supervisor Used the software for: 2+ years ### "I have worked for more than 4 years with the application and it is very useful to classify incidents" March 22, 2018 4.0 Good control of the Helpdesk department management and reporting 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. Review Source AM Agus M. Application Specialist Information Technology and Services Used the software for: 2+ years ### "Simple UI Ticketing Tool with Rooms for Improvement" May 11, 2025 4.0 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 VR Verified Reviewer Service Desk Manager Hospital & Health Care Used the software for: 1-2 years ### "Track-It is Simple and Not for Everyone" May 31, 2024 3.0 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 AD Adam D. Senior IT Support Analyst Chemicals Used the software for: 1-2 years ### "Great Helpdesk Ticketing Software" November 21, 2024 4.0 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 Sarvesh G. Manager Biotechnology Used the software for: 2+ years ### "GUI" October 11, 2018 4.0 Great Pros interface is overall good and user friendly Cons performance is poor over the time need so optimization techniques for DB Review Source Migdelia Meriyela M. Acount Specialist Used the software for: 1-2 years ### "It has been nice, the self-service and audit modules I like and the support is excellent" May 5, 2018 4.0 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 Review Source Lamar Y. Online College - Training and Technical Support Education Management Used the software for: 1-2 years ### "Help desk made simple" April 26, 2016 4.0 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. Review Source MN Miguel N. Information Technology Project Manager & Quality Assurance Used the software for: 1-2 years ### "Solid option for companies seeking a home grown solution !" February 21, 2018 5.0 Control of all my IT department, Assets, ticketing, workload, licences, puchases and knowledge base! 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. Review Source Geraldine S. Gerente general de proyectos Used the software for: 6-12 months ### "Good Product Needs More Custumer Support" March 7, 2018 4.0 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 Review Source Jim L. Microsoft Dynamics CRM System Administrator Machinery Used the software for: 1-2 years ### "TrackIt!" October 9, 2015 3.0 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. Review Source RjD Renford joseph D. Senior technical support analyst Retail Used the software for: 1-2 years ### "An itsm tool with limitations " November 18, 2022 3.0 Pros Not that complicated. It is pretty straightforward to use. Cons It is not all efficient and unreliable due to its latency . Review Source RT Rik T. Server Manager Higher Education Used the software for: 2+ years ### "BMC-Track-IT" November 14, 2018 4.0 We are using it to receive and track work orders for the IT and Maintenance departments. Pros Self Service work order requests and job tracking Cons It has been a little temperamental in communications regarding jobs. Review Source RF Rudy F. Systems Engineer Hospital & Health Care Used the software for: 2+ years ### "Good ticketing software for small businesses" November 26, 2018 4.0 while it worked well it just didn't have the customization options that we required for our needs 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 Review Source Response from BMC Software 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. JG Jim G. Jr Sys Admin Used the software for: 1-2 years ### "Not the best ticketing system" March 26, 2018 3.0 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. Review Source BM Brad M. I.T. Endpoint Administrator Banking Used the software for: 2+ years ### "Great off the shelf product" September 20, 2016 5.0 Primary use is for helpdesk ticketing but very capable for asset management and inventory, change management, knowledge base, license management, and purchase management Pros Great ticket management and asset management. Cons Could use more customization options (coming!). Review Source DM Dana M. Network Technician I Used the software for: ### "Simply Wonderful!" March 2, 2016 5.0 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! Review Source Lamar Y. Online College - Training and Technical Support Education Management Used the software for: Less than 6 months ### "Great product for managing people, tasks and equipment" December 6, 2016 4.0 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. Review Source BD Bob D. Director of services Used the software for: ### "Quality counts and customer input is king" October 20, 2015 4.0 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. Review Source MZ Mutaz Z. General Manager Used the software for: ### "Attractive and Simple to use HelpDesk Software" January 24, 2015 5.0 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. Review Source bK brian K. IT manager Used the software for: ### "mediocre at best" August 20, 2015 2.0 Have used this software for a number of years. The company has been bought by BMC (Remedy). Was hoping for better things but that has not come to fruition. The interface somewhat usable. Have issues with audits failing or not working. Database issues from time to time. And don't get me started about version upgrades are a nightmare (at least the past 3 versions). Licensing for the product is also pain. The email generations for help desk are a joke. Also appears their 1st tier support group is no longer US based. The cost of the software is probably the only reason we have stayed with them this long. Review Source SU Sara U. Customer Service Used the software for: Less than 6 months ### "There are better options" July 11, 2018 3.0 Pros It is one of the easier asset management software programs to use. Myself and several other colleagues were able to understand it in a timely fashion. Cons The interface is very outdated. The program runs incredibly slow. For what you are given the price is very steep. Review Source BR Bruce R. Owner Transportation/Trucking/Railroad Used the software for: 6-12 months ### "looking good" May 6, 2018 5.0 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. Review Source AH Adam H. Customer Service Coordinator Medical Practice Used the software for: Less than 6 months ### "Great Product!" October 25, 2016 5.0 Track-It! is a great product with great features! It helps keep our IT department organized and running effectively and efficiently. Review Source CP CURTIS P. IT Security Officer Used the software for: ### "Shimano Review" December 16, 2015 4.0 We mired in mediocrity for some time as we had not upgraded, since we have upgraded we have already realized many features we did not know existed which has made our help desk experience better for the techs, and more beneficial to the user community Review Source JL John L. Sr Network Administrator Used the software for: ### "very nice overall" June 4, 2015 5.0 need some work with the inventory module 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.