Track-It! 2026: Benefits, Features & Pricing

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Overview
Screenshots
Pricing and Plans
Features
User Reviews
Popular Comparisons

Overview

Track-It!

4.0

(77)

Pricing

Starting at $995.00 one time

About Track-It!

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! Screenshots

Track-It! Pricing and Plans

Starting price: $995.00 one time

Free Trial

Free Version

Basic

$995.00

per feature, one time

No plan information available

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Track-It! Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of Track-It!
Analytics
Asset Lifecycle Management
Change Management
Customizable Branding
Dashboard
Email Management
Incident Management
IT Asset Management
Knowledge Base Management
Knowledge Management
Mobile Access
Prioritization
Remote Access/Control
Ticket Management

Track-It! User Reviews

Overall Rating

4.0

Ratings Breakdown

38%

18%

Secondary Ratings

Ease of Use

4.1

Value for money

3.9

Customer support

4.1

Functionality

3.9

Verified

Reviewer

Higher Education

Used daily for more than 2 years

Review source

Reviewed December 2017

Great software for inventory control at a great price

Ability to manage inventory on large scale

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The ease of use in setting up and allowing me to run audits on all IT equipment. Support was always excellent.

Verified

Reviewer

Government Administration

201-500 employees

Used daily for more than 2 years

Review source

Reviewed 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.

Ratings Breakdown

Ease of use

Functionality

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.

Jay W.

Automotive

10000+ employees

Used other for less than 12 months

Review source

Reviewed 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!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Vendor Response

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

Verified

Reviewer

Telecommunications

10000+ employees

Used weekly for less than 2 years

Review source

Reviewed May 2019

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Verified

Reviewer

Retail

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed June 2018

It does the job without much problems

Simple to use

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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

Verified

Reviewer

Higher Education

51-200 employees

Used daily for more than 2 years

Review source

Reviewed 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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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

Verified

Reviewer

Information Technology and Services

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed February 2024

Track-it customizable

Ratings Breakdown

Ease of use

Functionality

Pros:

Track-It! is highly customizable from ticketing to asset management, to reports.

Cons:

Integration Hiccups. Occasionally, integrating Track-It! with other systems can be a bit finicky, requiring extra troubleshooting.

Verified

Reviewer

Government Administration

501-1000 employees

Used daily for less than 12 months

Review source

Reviewed December 2018

Simple yet Feature-Filled IT Ticket Tracking

Ratings Breakdown

Ease of use

Functionality

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.

Verified

Reviewer

Biotechnology

501-1000 employees

Used weekly for less than 2 years

Review source

Reviewed December 2019

Excellent for placing IT requests

Pretty efficient ticketing system for small-medium sized firms.

Ratings Breakdown

Ease of use

Functionality

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.

Verified

Reviewer

Used weekly for less than 2 years

Review source

Reviewed March 2018

Great product concept, not easiest to use.

Better organized support team.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Showing 1 - 10 of 77 Reviews

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Track-It! 2026: Benefits, Features & Pricing

Overview

About Track-It!

Track-It! Screenshots

Track-It! Pricing and Plans

Track-It! Features

Track-It! User Reviews

Track-It! Popular Comparisons

Other Top Recommended Help Desk Software

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