Track-It! Software

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

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.

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.

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.

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).

GUI

Great

Pros

interface is overall good and user friendly

Cons

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

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

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.

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

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.

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

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.

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.

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.

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.

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

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.

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.

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.

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.