Track-It! Software


Track-It! is an IT service desk management platform by BMC Software that handles asset, change management, knowledge and license management and provides multiple reporting and analytics dashboards. The knowledge management module is used to build a database of known issues and their general solution. The database offers insights into recurring trends and challenges.

Track-It! helps technicians design solutions for repetitive problems that can be marked public for end users as a part of a self-service channel. The solution also helps IT technicians track and prioritize work. Change management module helps users control costs and outages due to unplanned network or server issues. The module also minimizes IT infrastructure change risks through timely review, enforcement, and approval automation.

Track-It! provides a mobile portal that allows technicians to add and update work orders from any mobile device. The software offers add-ons for additional functionality, such as satisfaction surveys and remote control.



62 Reviews of Track-It!

Overall rating

4.0 / 5 stars

Showing 1 - 20 of 62 reviews

November 2018

Rudy from Jackson Hospital

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

3 of 5

November 2018

Good ticketing software for small businesses

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

Response from BMC Software of BMC Software

Replied November 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.

November 2018

Rik from Belhaven University

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

November 2018

BMC-Track-IT

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.

November 2018

John from Association of Christian Schools International

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Robust yet easy to use Help Desk software

We use it every day as our Help Desk tracking software. We have it integrated into our helpdesk email so all emails to the helpdesk go to Track-it and create tickets. We love the detailed features. We dont use all of them but will probably use more in the future. Its a great tool and assigning tickets is a breeze, as is running reports, looking up closed tickets, etc. We even customized each technician's tickets by Color so we can see at a glance who has what in their bucket.

Pros

Integration with Email, Technician reports and customization abilities

Cons

Help documentation could use some improvement, for getting the most out of the software.

October 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

October 2018

Track it Review

really happy.. we signed up for another 3 years and are happy to be using it.

Pros

I really love that it was easy to customize and if you know excel it is really easy to use.

Cons

there is a thing where it gets confused with reports/ or ticketing queues and our admin tech has had to fix it a few times. It is known issue.

October 2018

Joseph from The CHildren's VIllage

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

4 of 5

October 2018

Track-IT by Numara

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).

Response from BMC Software of BMC Software

Replied October 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.

October 2018

Sarvesh from Cognizant

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

October 2018

GUI

Great

Pros

interface is overall good and user friendly

Cons

performance is poor over the time need so optimization techniques for DB

August 2018

Jorge from manesa

Company Size: 201-500 employees

Review Source


Ease-of-use

4 of 5

Functionality

4 of 5

August 2018

Track IT

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

July 2018

Sara from Amazon

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

2 of 5

Customer support

3 of 5

Functionality

2 of 5

July 2018

There are better options

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.

June 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

June 2018

It does the job without much problems

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

May 2018

Bruce from R&B services

Company Size: 2-10 employees

Review Source


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

May 2018

looking good

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.

May 2018

Migdelia Meriyela from GB Advisors, Inc.

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

May 2018

It has been nice, the self-service and audit modules I like and the support is excellent

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

March 2018

Jim from Opto

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

2 of 5

Customer support

2 of 5

Functionality

3 of 5

March 2018

Not the best ticketing system

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.

March 2018

Italo from Citibank

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

March 2018

I have worked for more than 4 years with the application and it is very useful to classify incidents

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.

March 2018

Stephen from AHRC

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

March 2018

Very pleased with Track-it

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.

March 2018

Brian from AHRC

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

3 of 5

March 2018

Using for year

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.

March 2018

Geraldine from N.S Systems

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

5 of 5

March 2018

Good Product Needs More Custumer Support

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

March 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

4 of 5

March 2018

Great product concept, not easiest to use.

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.

February 2018

Miguel from GB Advisors, Inc.

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

3 of 5

February 2018

Solid option for companies seeking a home grown solution !

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.

February 2018

Paul from Gold Key PHR

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

3 of 5

February 2018

TrackIT is an average product that has not changed much in 10 years

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.

December 2017

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2017

Great software for inventory control at a great price

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.