# Page 3 | Track-It! Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of Track-It! ## Showing most helpful reviews Showing 51-75 of 77 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use TW Tony W. Sr IT Project Manager Health, Wellness and Fitness Used the software for: 2+ years ### "Track-It Software" December 11, 2020 5.0 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 MG Marsha G. Operations Support Officer Banking Used the software for: 2+ years ### "Great product, we have used it since 2005! Eleven years and will continue to use it!" September 14, 2016 5.0 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! Pros Awesome! Review Source SC Stephen C. MIS Supervisor Used the software for: 2+ years ### "Very pleased with Track-it" March 12, 2018 4.0 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. Review Source DA Dan A. Network Administrator Used the software for: 2+ years ### "Great product with lots of great features" May 18, 2017 4.0 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. Review Source JS James S. Application Administrator Transportation/Trucking/Railroad Used the software for: 2+ years ### "AWESOME product!" October 12, 2016 5.0 I've been using Track-It almost two years, so far it really meets our organization requirement for most features & functionalities. Great product. Pros Most features & functionalities are awesome. Cons N/A. Review Source DH Dennis H. Business Application Manager Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Track-It" February 16, 2017 3.0 Seems to accommodate most of our day to day tasks, lacks good OOTB standard reports Pros Email Notifications and responses Cons Reporting Review Source JC Jorge C. IT Manager Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "Track IT" August 1, 2018 4.0 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 Review Source SP Sherry P. IT Purchasing and Asset Manager Used the software for: Less than 6 months ### "Track-It Meets our Needs" October 19, 2016 5.0 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. Review Source ZK Zachary K. IT Tech Used the software for: 6-12 months ### "Love Track-it!" December 8, 2017 5.0 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. Review Source JG John G. Manager of Information Services Public Policy Used the software for: Less than 6 months ### "Springville City uses Track-IT" October 12, 2016 5.0 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. Review Source LP Lance P. Service Desk Manager Used the software for: ### "Great Product!" December 18, 2015 5.0 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. Review Source MD Mark D. IT & Network Manager Religious Institutions Used the software for: Less than 6 months ### "Would not recommend to anyone! Stay far away!" December 8, 2016 2.0 When I took over the current role that I am in, Track-it! was the helpdesk & asset management solution that was in place. I gave it a try for a few months, but honestly, I wish would have never used it and switched sooner. The layout looks like it belongs in the year 2005 and this product has not evolved with the current times. It's sluggish, rather expensive, and did I mention it looks like it belongs in the year 2005? I like that it includes purchase orders and that it's detailed. But after that, there just isn't a lot to get excited about. If you looking to make a switch or are purchasing helpdesk software for the first time, looks elsewhere - you will be happy that you did! Pros \- Includes purchase orders - Has a lot of the basic features Cons \- Outdated layout - Poor asset set-up and search function. - Expensive for what you get - Slow Review Source TP Terolyn P. Technical Project Manager Used the software for: ### "Trackit is a great product!" January 23, 2015 4.0 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 Review Source SP Sherry P. IT Purchasing and Asset Manager Used the software for: ### "We have been using TrackIt for about 10 years and we like how the products works for us." December 17, 2015 5.0 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. Review Source KW Kate W. Customer Account Manager Used the software for: ### "Track-It! Helpdesk & Asset Management software still the best value." January 28, 2015 5.0 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. Review Source SK Stephen K. SharePoint Analyst Used the software for: ### "Ambitious, but not easy to use" April 5, 2017 3.0 Track-It has a multitude of features, but they are difficult to set up, and some functionality is still not completely working years after initial release. Additionally, the software is EXTREMELY slow to respond. It takes up to a minute to open a ticket to view, and several seconds to update many fields or change statuses. Finally, the backend database is organized in a non-intuitive way. Pros Track-It is powerful with lots of capability Cons Some features are inflexible and can be difficult to manage. The speed of the software leaves much to be desired. Review Source AL Aza L. Used the software for: ### "One of the better products I've used" January 31, 2017 4.0 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. Review Source KB Kerri B. Technology Assistant Used the software for: Less than 6 months ### "Very Powerful" February 2, 2016 3.0 Pros I have been using TrackIt! for more than 13 years. It has so many features. At times there are even a few too many. I only use a portion of all that is available and it is great. They will be going to a web-based service. That should be helpful. Cons Once BMC bought the program they changed and outsourced the Tech Support. Before BMC the Tech Support was 11 out of 10 Stars. Support now is why I only ranked this a 7. Review Source MI Michael I. Used the software for: ### "Nice Product-with just a few missing "wish I had" features" October 12, 2016 4.0 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. Pros Multiple interfaces (client, web, mobile). Fairly simple to setup and start using right away. "On the fly" editing options. Cons Crystal Reports Review Source JD Joel D. Applications Specialist Used the software for: ### "BMC Track-IT!" January 22, 2015 4.0 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. Review Source SZ Sue Z. User Services Manager Used the software for: ### "Great for Help Desk, Asset Management, Training, etc." January 26, 2015 5.0 We've been using Track-It for about 11 years and are very happy with it. Easy to use. Easy to install and upgrade. Fantastic for logging and tracking Help Desk calls. Does a great job for inventory/asset management. The Library and Training modules are quite beneficial. Some customizations may be a little tricky but we rarely find the need. Review Source JK Jamie K. IT Used the software for: ### "Track-IT has improved our helpdesk" January 27, 2015 5.0 Since we started using trackit we have seen an increase of online tickets compared to phone calls. The reason for the drop in call volume has to do with the ease of sending in help desk tickets to our department. The only down side I have for trackit would be the reporting. I wish it was easier to created reports than using Crystal Reports. Review Source MY Melissa Y. Marketing Expert Marketing and Advertising Used the software for: ### "null" May 27, 2018 5.0 Review Source SK Seongchul K. IT Manager Used the software for: ### "Review of Track-It" January 21, 2015 3.0 Pros - easy setup, hardware tracking, and simple helpdesk. Cons - limited reporting, no dashboard view of KPIs. Overall - n fit for very small company, but not for mid size and up. Review Source DR David R. IT Support Team Leader Used the software for: ### "Track - IT Review" January 30, 2015 4.0 briefly used, interface easy to navigate and use. Review Source Similar Products Featured