# Page 2 | Track-It! Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of Track-It! ## Showing most helpful reviews Showing 26-50 of 77 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use JW Jay W. Systems Analyst Automotive Used the software for: 6-12 months ### "Just Say NO! to BMC" October 5, 2020 1.0 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~ Reason 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 Response from BMC Software 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. VR Verified Reviewer Help Desk Coordiator Higher Education Used the software for: 2+ years ### "Don't track it" March 23, 2021 1.0 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 Paul G. VP of IT Hospitality Used the software for: 2+ years ### "TrackIT is an average product that has not changed much in 10 years" February 12, 2018 3.0 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. Review Source VR Verified Reviewer Technician I Information Technology and Services Used the software for: 2+ years ### "Track-it customizable" February 20, 2024 3.0 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 AN Andriy N. Comm.Sys Tech Government Administration Used the software for: 2+ years ### "Just Track-It" April 12, 2019 3.0 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. Pros Easy to use interface. Hardware and Software inventory modules. Cons Performance with larger databases. Reporting feature. Review Source Response from BMC Software 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. jH jacquie H. sr system analyst Utilities Used the software for: 2+ years ### "Track-It, The Best Helpdesk software I have used" October 17, 2016 5.0 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. Pros Ease of use Functionality Cost Support User Advocate Web Site Innovations Cons purchasing module Review Source RR Richard R. Customer Care Manager Information Technology and Services Used the software for: 2+ years ### "Track-It! 20xx: The next generation " July 8, 2020 5.0 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 LN Laura N. Manager Computer Software Used the software for: 2+ years ### "Track-It" November 6, 2019 3.0 Ultimately we migrated off of Track-It as we needed a better interface with our customers and with our Agile Software Support team. Pros The product was very stable, we never experienced any outages. Cons Customer Support was very helpful. The client interface was difficult to use. The user interface was not user friendly and dated. Review Source Response from BMC Software November 7, 2019 We are sorry to hear you moved to another product. The entire user interface was redesigned when the new Track-It! 2018 version was released on the new Track-It! platform. The product now uses an all web based client which includes Form Customization so you can design the Ticket form to look how it best suits your needs and also supports multiple form designs so each department using Track-It! can customize the look and feel of their interface. JZ Joseph Z. Technology Support Specialist Non-Profit Organization Management Used the software for: 2+ years ### "Track-IT by Numara" October 25, 2018 4.0 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. 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). Review Source Response from BMC Software 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. BD Bob D. Database Administrator Machinery Used the software for: 2+ years ### "BMC Track-It keeps track of our users incidents" May 31, 2019 4.0 Generally good. The user experience can be difficult with updates that are not particularly helpful but from a technician perspective, the software does what we need. Reports are hit and miss at times when incidents do not get properly classified, so overhead is a little higher than I would have expected. Pros Allows me to manage user requests and keep track of outstanding issues easily. Cons Once a classification category has been used, it does not seem to be able to be deleted, which makes changing the classification of incidents a challenge having to scroll through a large number of setup criteria that are no longer used. Review Source VR Verified Reviewer Assistant Director of Communications | FIU Online Higher Education Used the software for: 2+ years ### "Great software for inventory control at a great price" December 15, 2017 5.0 Ability to manage inventory on large scale Pros The ease of use in setting up and allowing me to run audits on all IT equipment. Support was always excellent. Review Source VR Verified Reviewer LAN / Web Development Specialist Government Administration Used the software for: 2+ years ### "Good asset management software" March 26, 2019 4.0 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. 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. Review Source AR Alex R. President Used the software for: ### "Excellent and Economical entry level and small business Help Desk tool" January 28, 2015 5.0 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. Review Source VR Verified Reviewer Senior QA Telecommunications Used the software for: 1-2 years ### "Good Ticket tool your incident management process" May 14, 2019 4.0 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. 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. Review Source AW Amanda W. Applications Analyst Hospital & Health Care Used the software for: 2+ years ### "Track-It Helps Me Stay Organized" February 27, 2020 5.0 Our experience has been great! Helps delegate and track issues in an easy way. Pros Track-It Helps Me Stay Organized. I love being able to see all my assigned tickets in one spot and see the updates to the issues. The e-mail notifications are useful, too! Cons I don't really have any complaints about the software. We uses it daily and will continue to do so. Review Source VR Verified Reviewer Contact Center Analyst Retail Used the software for: 2+ years ### "It does the job without much problems" June 8, 2018 5.0 Simple to use 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 Review Source VR Verified Reviewer Desenhador Construction Used the software for: Less than 6 months ### "Razoável Software" July 17, 2023 4.0 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 TF Tyler F. Business Intelligence Officer Banking Used the software for: 2+ years ### "Great product for our organization" September 22, 2016 4.0 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. 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. Review Source VR Verified Reviewer Business Information Analyst Government Administration Used the software for: 6-12 months ### "Simple yet Feature-Filled IT Ticket Tracking" December 27, 2018 4.0 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. Review Source RG Ryan G. Administrative Assistant Used the software for: 2+ years ### "Excellent after training." October 5, 2017 5.0 Completely revolutionized our Help Desk and brought the level of staff knowledge up another level. 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. Review Source JR Jason R. System Engineer Hospital & Health Care Used the software for: 2+ years ### "Track-It - An excellent all around ticket traking application ." August 25, 2016 4.0 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. 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. Review Source VR Verified Reviewer Study Manager I Biotechnology Used the software for: 1-2 years ### "Excellent for placing IT requests" December 29, 2019 5.0 Pretty efficient ticketing system for small-medium sized firms. Pros Easy to use with minimum number of clicks before you are able to place a IT help request (i.e. Ticket). Neat and clean platform. Cons Nothing really. No way to track the progress of the request. It would be nice to be able to get real time updates. Review Source VR Verified Reviewer PAC's Administrator/ IT Manager Used the software for: 1-2 years ### "Great product concept, not easiest to use." March 6, 2018 3.0 Better organized support team. 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. Review Source DM Dave M. ICT Manager Civic & Social Organization Used the software for: 1-2 years ### "Track-it review" October 12, 2016 5.0 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 Pros The Auditing feature Cons More reporting functions Review Source BL Brian L. IT Manager Used the software for: 2+ years ### "Using for year" March 9, 2018 4.0 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. Review Source Similar Products Featured