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.

 

Track-It! - Asset management
 
  • Track-It! - Asset management
    Asset management
  • Track-It! - Change management
    Change management
  • Track-It! - Work order
    Work order
  • Track-It! - Self-service
    Self-service
  • Track-It! - Software license management
    Software license management
  • Track-It! - Mobile view
    Mobile view
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Windows 2000, Windows 8

48 Reviews of Track-It!

 

Start your review of Track-It!

Click to start
https://www.softwareadvice.com/crm/track-it-review/
Software Advice Reviews (6)
More Reviews (42)

Showing 1-6 of 6

Dennis from Yokogawa
Specialty: Manufacturing
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

February 2017

February 2017

Track-It

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

Seems to accommodate most of our day to day tasks, lacks good OOTB standard reports

Pros

Email Notifications and responses

Cons

Reporting

Advice to Others

do a small trial if possible

 
 

Lance from HGTC
Specialty: Education
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2016

December 2016

Great product for managing people, tasks and equipment

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Advice to Others

Get a thorough demo. The system is powerful and should meet your needs.

 
 

Adam from Unity Health
Specialty: Healthcare / Medicine
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2016

October 2016

Great Product!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Track-It! is a great product with great features! It helps keep our IT department organized and running effectively and efficiently.

 
 

Sherry from WV School of Osteopathic Medicine
Specialty: Education
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2016

October 2016

Track-It Meets our Needs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Advice to Others

I think if you give this products and support a chance you will be very happy with the outcome.

 
 

John from Springville City
Specialty: Public Sector
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2016

October 2016

Springville City uses Track-IT

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Advice to Others

If you are looking for a solid solution to track your day to day IT communication with your customers I would highly recommend using this product.

 
 

Kerri from Sonoma County Library
Specialty: Other

February 2016

February 2016

Very Powerful

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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.

Recommendations

Determine what you need the software to do. Do you need it to run your Help Desk? Do you need it to do inventory? Do you need to track purchasing? Do you need to keep track of software licenses? Do you want something straight out of the box or are you willing to spend the money to go to training to configure?

 
 
 
Showing 1-20 of 42

Jim from Opto

March 2018

March 2018

Not the best ticketing system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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: Capterra
 

Italo from Citibank

March 2018

March 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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: Capterra
 

Stephen from AHRC

March 2018

March 2018

Very pleased with Track-it

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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: Capterra
 

Brian from AHRC

March 2018

March 2018

Using for year

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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: Capterra
 

Geraldine from N.S Systems

March 2018

March 2018

Good Product Needs More Custumer Support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
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

Review Source: Capterra
 


March 2018

March 2018

Great product concept, not easiest to use.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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: Capterra
 

Miguel from GB Advisors, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

Solid option for companies seeking a home grown solution !

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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: Capterra
 

Paul from Gold Key PHR
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

February 2018

February 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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: Capterra
 

Zachary from Schoharie county

December 2017

December 2017

Love Track-it!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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: Capterra
 

Dan from Blistex

May 2017

May 2017

Great product with lots of great features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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: Capterra
 

Stephen from Associated

April 2017

April 2017

Ambitious, but not easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Aza from City of Yuma

January 2017

January 2017

One of the better products I've used

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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: Capterra
 

Mark from Heartland Community Church
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2016

December 2016

Would not recommend to anyone! Stay far away!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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: Capterra
 

jacquie from HRDS
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2016

October 2016

Track-It, The Best Helpdesk software I have used

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra
 

Michael from Anonymous

October 2016

October 2016

Nice Product-with just a few missing "wish I had" features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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: Capterra
 

Dave from CORU
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

Track-it review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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: Capterra
 

James from HRT
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2016

October 2016

AWESOME product!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Tyler from First Federal Bank of Florida
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2016

September 2016

Great product for our organization

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Brad from Sunmark Federal Credit Union
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2016

September 2016

Great off the shelf product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Marsha from BankIowa
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2016

September 2016

Great product, we have used it since 2005! Eleven years and will continue to use it!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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: Capterra