What are Track-It! users saying about the software?
Read what people like you have said about using Track-It! software through verified user reviews
User Review Highlights
4.07
71 Reviews
Ease-of-use
out of 5Customer Support
out of 5Value for money
out of 5Functionality
out of 5"Ease of use, intuitive nature, cost tracking abilities, integration with other IT systems."
"The software had a nice interface. It's layout is sectioned off so you look at each integration module separately."
"Its hard to add end users depending on the version you are using (client vs web) And it always seams to be going down."
"It is very difficult to navigate around the software. The features are present but they are very difficult to maneuver."
"The server side inventory service would routinely crash as well."
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Showing 1 - 25 of 71 reviews
Miguel
Verified reviewer
Company size: 11-50 employees
Time used: Less than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
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.
jacquie
Company size: 201-500 employees
Industry: Utilities
Time used: More than 2 years
Review Source: Capterra
October 2016
Track-It, The Best Helpdesk software I have used
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
Jay
Company size: 10,000+ employees
Industry: Automotive
Time used: Less than 12 months
Review Source: Capterra
This review was submitted organically. No incentive was offered
October 2020
Just Say NO! to BMC
We had also used Track-it around 10years ago and had warm fuzzy feelings towards it then. The reviews here made it sound like it was still a winner, yet sadly we found our experience this time was completely negative. From the beginning their sales and licensing team couldn't get our license emailed out and claimed it was blocked yet our firewall never supported their claim. Response times were not great and it takes more than a few days to even get simple responses. The sales team has made lots of excuses, told us how since BMC took over that things have steadily gone down hill and when we finally said enough is enough, we got endless run around about a refund. From this experience we felt like they picked up a once great software to fill out their line- card and didn't do a great job folding it into the their existing package. I would cation everyone from going with Track-it unless your already more than familiar with BMC and their ways and only if it's not to late to move yourself into a better suite, DO IT! We researched more and after much testing picked Tool & Asset Manager 2.0 which was half the cost and worked right out of the box with no problems. We rolled out and within a month had the organization audited and tagged. We can't comment on the rest of the BMC suite so as with all reviews take this one with a grain of salt, but our warm fuzzy feelings from using it before couldn't help the fundamental failures of its present state. JUST SAY NO TO BMC!
Pros
The software had a nice interface. It's layout is sectioned off so you look at each integration module separately.
Cons
Track-IT has fallen from it's once glory days now that BMC owns it and pushed to have it integrate with their "Free" help-desk. We went looking for Asset management not help-desk and were left with nothing but frustration and disappointment. The BMC client service installs as part of the network discovery but it will not uninstall. You have to manually remove it. The 995 package comes with 50 licenses and because it hinges on the help-desk module it can only go out and find 50 endpoints which handicaps you into purchasing more licensing. It runs over SQL of course like more asset software, however when the software was installed over a fresh copy of 2016 Server it took several sessions with their engineer/helpdesk to get things running which should never have been needed. The sql services fault and have to be restarted manually which also should never happen repeatedly and their engineer/helpdesk could not correct this. Last on the list but slightly more important is that they are build on older coding so you can't use special characters in your passwords and there is no two factor authentication. In this day and security critical age, that is the straw that will break your back and find your system possibly for ransom~
Reasons for choosing Track-It!
Previous experience with the software ten years ago. Single purchase without recurring subscription fees. Controlling sensitive company data without sharing to cloud based storage.
Reasons for switching to Track-It!
Because it worked perfectly from install. Because their help desk team responded within an hour to any of requests for information, help where we needed customization of the database storage location. Because it just does Asset Management. Nothing more and nothing less. Because it was only 500.00. Because it isn't a subscription or locked down until you purchase add ons for the key features you really need. Because it didn't need to be installed on every machine in the domain.

Response from BMC Software
I am sorry to hear that you had such a bad experience. I am not sure what you mean by Free help desk as we do not offer a free version. That said, it sounds like you were focused mainly on the client management feature and the things you mentioned should have been resolvable. Sounds like it is too late now but I hope the solution you picked does what you need.
Replied October 2020
Richard
Company size: 2-10 employees
Industry: Information Technology and Services
Time used: More than 2 years
Review Source
This review was submitted organically. No incentive was offered
July 2020
Track-It! 20xx: The next generation
A positive experience and comfort provided that True North Service Management Solutions Ltd have vast knowledge and experience of Track-It! and can provide professional services for migrating from 11.x, installation and configuration, training and even report writing.
Pros
The rewrite of Track-It! addresses a lot of previous concerns from reviews of 11.x and prior. It is 100% web based, has a mobile app, built in report writer and a strong ITAM offering with Client Management for Track-It that also has a CMDB, SLM, Remote Mgt, Patch & Deployment and allows you to easily manage your compliance.
Cons
Would be nice to be able to add custom fields, but there’s a number of custom fields available that can be removed from the form with the designer so not a major issue.

Italo
Verified reviewer
Time used: More than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
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.
Anonymous
Company size: 1,001-5,000 employees
Time used: More than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
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
Alex
Time used: Free Trial
Review Source: Capterra
January 2015
Excellent and Economical entry level and small business Help Desk tool
I have been working with Track-It! for over five years now, happily watching how it continues to develop and evolve with each new iteration. Track-It! is incredibly easy and intuitive to install and configure, and it comes out of the box with all the features that most small organizations need to get going with a Help Desk tool. It is best suited for organizations that are taking their first steps to go from a manual to an automated Help Desk system, organizations that have outgrown a basic, home-made help desk system, and any organization that requires a full-featured, solid and easy to use help desk system at an affordable price. Pros: * Very easy to install and configure * Very easy and intuitive to use * Mature and very stable software (Version 11.4 as of this writing) * Excellent technical support * Excellent tips and tricks support from a very active users and developers community (through BMC's communities site) * Economical, starting at under $1,000 * All-included, full-featured software. Includes Help Desk, Asset and Software License Management, basic Change Management, a Self Service Portal, and a Mobile Interface, among its many features. * Includes the powerful Crystal Reports as its main built-in reporting engine. Cons: * Limited customization options - may not be suitable for organizations with highly specialized needs. * Does not support compartments / separate workspaces / multi-organizations configurations. * No Cloud version available at this stage. * Report Customization requires knowledge of Crystal Reports. This is fine for organizations that have CR experts on board, but requires some learning effort if no one is familiar with CR. Altogether, this is an ideal and very affordable tool for its target market. There are tools available that offer either more features or more flexibility, but either at a considerably higher cost, or at the expense of quality, stability and/or level of customer support.
Anonymous
Company size: 51-200 employees
Time used: More than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
March 2021
Don't track it
I hate TrackIt. I've used lots of ticketing software in my time working in IT and this is the worst of the worst. I have been working to move away from track it for sometime.
Pros
There is nothing I really like about TrackIt. I have been trying to get my organization to move from TrackIt since the 2nd week I was in my position.
Cons
TrackIt is nothing like other software in it's class. It is old and outdated. I do not like it and I wish that the rest of my team would make the move away from it. Its hard to add end users depending on the version you are using (client vs web) And it always seams to be going down. There are a lot of options but unlike something like JIRA you actually need to learn how to use TrackIt. It is also insanely expensive. Not worth the cost
Anonymous
Time used: More than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
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.

Sarvesh
Verified reviewer
Company size: 10,000+ employees
Industry: Biotechnology
Time used: More than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
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

Migdelia Meriyela
Verified reviewer
Company size: 11-50 employees
Time used: Less than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
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
Lamar
Verified reviewer
Company size: 201-500 employees
Industry: Education Management
Time used: Less than 2 years
Review Source: GetApp
April 2016
Help desk made simple
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.

Geraldine
Verified reviewer
Time used: Less than 12 months
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
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
Joseph
Company size: 1,001-5,000 employees
Industry: Non-Profit Organization Management
Time used: More than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
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
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.
Replied October 2018
Tyler
Company size: 201-500 employees
Industry: Banking
Time used: More than 2 years
Review Source: Capterra
September 2016
Great product for our organization
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.
Bob
Company size: 51-200 employees
Industry: Machinery
Time used: More than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
May 2019
BMC Track-It keeps track of our users incidents
Generally good. The user experience can be difficult with updates that are not particularly helpful but from a technician perspective, the software does what we need. Reports are hit and miss at times when incidents do not get properly classified, so overhead is a little higher than I would have expected.
Pros
Allows me to manage user requests and keep track of outstanding issues easily.
Cons
Once a classification category has been used, it does not seem to be able to be deleted, which makes changing the classification of incidents a challenge having to scroll through a large number of setup criteria that are no longer used.
Anonymous
Company size: 201-500 employees
Time used: More than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
March 2019
Good asset management software
We manage several hundred computers, users, software licenses and a solutions database in our IT department. We use track-it to automatically audit all devices that connect to our network and keep track of where the item is and who it is assigned to. We also keep track of software licensing and help desk requests and tickets.
Pros
Track-It automates tracking your assets, and help desk tickets easily. It is nice to be able to see what computers we have and what software is installed on them and who is using them.
Cons
The Track-it audit function is sometimes a little buggy with older operating systems.
Ryan
Time used: More than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
October 2017
Excellent after training.
Completely revolutionized our Help Desk and brought the level of staff knowledge up another level.
Pros
The application does so much. It allows you so many options for customization. The ability to not only track the asset, but also see a record of service desk requests is efficient and beneficial.
Cons
What's not to like? If I had to pick something I'd say that at times it can be a little sluggish, but that could be our network and not the application.
Jason
Company size: 1,001-5,000 employees
Industry: Hospital & Health Care
Time used: More than 2 years
Review Source: Capterra
August 2016
Track-It - An excellent all around ticket traking application .
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.
Amanda
Company size: 1,001-5,000 employees
Industry: Hospital & Health Care
Time used: More than 2 years
Review Source
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
February 2020
Track-It Helps Me Stay Organized
Our experience has been great! Helps delegate and track issues in an easy way.
Pros
Track-It Helps Me Stay Organized. I love being able to see all my assigned tickets in one spot and see the updates to the issues. The e-mail notifications are useful, too!
Cons
I don't really have any complaints about the software. We uses it daily and will continue to do so.
Dave
Company size: 11-50 employees
Industry: Civic & Social Organization
Time used: Less than 2 years
Review Source: Capterra
October 2016
Track-it review
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
Brian
Time used: More than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
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.
Brad
Company size: 51-200 employees
Industry: Banking
Time used: More than 2 years
Review Source: Capterra
September 2016
Great off the shelf product
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!).
Stephen
Time used: More than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
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.
Paul
Company size: 1,001-5,000 employees
Industry: Hospitality
Time used: More than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
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.
