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.

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

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~

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.

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.

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

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.

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

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.

Track-It Software

We just upgraded our 2012 version of Track-IT to the 2019 version of Track-It. It was an easy process and turned out well.

Pros

We use Track-It software to track all of our business and IT issues. It all our support team an easy way of tracking issues by categories.

Cons

It is a very easy software to use. You have to know what category the issue is for so that it gets sent to the correct group to solve the ticket.

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).

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.

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.

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.

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.

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.

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.

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

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.

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!).

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.

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.

Great product with lots of great features

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.

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

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!

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.

Just Track-It

Track-IT has been around for a while now. We have used it for a good 10 years before switching to another product. Track-IT was good for its time, but there are better and more robust products out there now. The platform is very customizable and will fit a lot of customers who are looking for a solid helpdesk/service desk solution. In our case, as our database was growing, scalability became an issue. The system would run slow and support team needed to get engaged. Reporting feature (crystal reports) wasn't great either.

Pros

Easy to use interface. Hardware and Software inventory modules.

Cons

Performance with larger databases. Reporting feature.

AWESOME product!

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.

GUI

Great

Pros

interface is overall good and user friendly

Cons

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

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

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

Good Ticket tool your incident management process

Our customer is using Track-It tool to record all their incident in their manufacturing process and we are able to work with Track-It because of them. It is a low-maintenance help desk ticketing tool and very useful for middle sized companies.Solid reporting functionalities to see what is the some main areas that looks more buggy. Good help desk product in my opinion.

Pros

User Interface is pretty straight forward. It allows you to easily manage your tickets. Provides a comprehensive reporting module which i like most.

Cons

When you want to add new audit steps or configure your current flow, it takes some time to completed.

Track-It

Ultimately we migrated off of Track-It as we needed a better interface with our customers and with our Agile Software Support team.

Pros

The product was very stable, we never experienced any outages.

Cons

Customer Support was very helpful. The client interface was difficult to use. The user interface was not user friendly and dated.

Simply Wonderful!

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!

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.

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

Track-It Meets our Needs

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.

Springville City uses Track-IT

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.

Simple yet Feature-Filled IT Ticket Tracking

Pros

Track-It is a great solution for IT helpdesk ticket management. We use it for our helpdesk team and the reports we get from it are great.

Cons

We have yet to really come across anything to complain about.

Excellent for placing IT requests

Pretty efficient ticketing system for small-medium sized firms.

Pros

Easy to use with minimum number of clicks before you are able to place a IT help request (i.e. Ticket). Neat and clean platform.

Cons

Nothing really. No way to track the progress of the request. It would be nice to be able to get real time updates.

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.

Quality counts and customer input is king

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.

Great product for managing people, tasks and equipment

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.

Track-It

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

Pros

Email Notifications and responses

Cons

Reporting

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

Great Product!

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.

Love Track-it!

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.

Attractive and Simple to use HelpDesk Software

Track-It! is a long-standing Help Desk Software. We have been promoting this product since 1995. Major companies attracted by this product due to it's simplicity in setting up and easy to use. No Major headaches and no need for intensive education prior to using the same. Some of our Major Clients using Track-It! are Arab Bank (Middle East, North Africa), STC (Major Mobile Network Operator - Kingdom of Saudi Arabia), Afghan Wireless, ... etc and many more. I highly recommend Track-It! for any organisation that is looking for a helpdesk solution with minimum investment and simplicity to setting it up and using it on daily basis.

We have been using TrackIt for about 10 years and we like how the products works for us.

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.

Trackit is a great product!

We have been using Trackit for over 16 years and we have enjoyed both the product and the support behind the product. Pro: Easy to manage, easy to use, easy to customize, scalable Con: Best for small & medium size businesses with a customer base and end-points of less than 10,000 Pro: Inexpensive internal auditing tool Con: Co-mingled records has been a problem in version 10 and below Pro: Active Directory interface Con: Can't automatically delete terminated employees from User Table Pro: Customer support are SMEs Pro: Customer support is thorough and supportive of you as a customer Overall! Great product

One of the better products I've used

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.