Track-It! Software

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.

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.

Advice to Others

Please speed it up! Several of our technicians are reluctant to use it because of how long even simple changes take.

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.

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- Outdated layout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

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

Advice to Others

Great product - give the 30 day free trial a try

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

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

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.

Advice to Others

N/A.

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.

Advice to Others

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.

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!).

Advice to Others

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

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!

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.

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.

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!

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.

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.

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

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.

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.

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.