--- title: "Track-It! Software Reviews, Demo & Pricing - 2026" description: "Review of Track-It! Software: system overview, features, price and cost information. Get free demos and compare to similar programs." source_url: "https://www.softwareadvice.com/help-desk/track-it-profile/" page_type: "product" language: "en" --- [Home](https://www.softwareadvice.com/) / [Help Desk Software](https://www.softwareadvice.com/help-desk/) / Track-It! Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. Overview [Reviews](https://www.softwareadvice.com/help-desk/track-it-profile/reviews/)[Alternatives](https://www.softwareadvice.com/help-desk/track-it-profile/alternatives/) # Track-It! Review From $995/one time Free trial 1 plan Wondering if Track-It! is right for your organization? Our Help Desk Software selection experts can help you in 15 minutes or less. On this page - Overview - User Interface - Popular Alternatives - Pricing and Plans - Features - User Reviews - Popular Comparisons ## Overview Track-It! 4.0 [(77)](https://www.softwareadvice.com/help-desk/track-it-profile/reviews/) Pricing Starting at $995.00 per feature 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. Do you work for Track-It!? [Manage this product listing](https://www.g2.com/products/track-it/claim_requests/new?auto=true) Wondering if Track-It! is right for your organization? Our Help Desk Software selection experts can help you in 15 minutes or less. ## Track-It! User Interface ## Popular Track-It! Alternatives Main Product Track-It! 4.0 [(77)](https://www.softwareadvice.com/help-desk/track-it-profile/reviews/) Ratings Breakdown - 4.07Ease of use - 3.88Value for money - 4.11Customer support - 3.87Functionality Pricing Starting at $995.00 one time Get Price Alternative Product [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) 4.4 [(4091)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) Ratings Breakdown - 4.33Ease of use - 4.16Value for money - 4.26Customer support - 4.36Functionality Pricing Starting at $55.00 per month Get Price Alternative Product [Freshdesk](https://www.softwareadvice.com/crm/freshdesk-profile/) 4.5 [(3474)](https://www.softwareadvice.com/crm/freshdesk-profile/reviews/) Ratings Breakdown - 4.48Ease of use - 4.41Value for money - 4.49Customer support - 4.35Functionality Pricing Starting at $19.00 per month Get Price Alternative Product [Milvus](https://www.softwareadvice.com/it-management/milvus-profile/) 4.8 [(298)](https://www.softwareadvice.com/it-management/milvus-profile/#reviews) Ratings Breakdown - 4.79Ease of use - 4.66Value for money - 4.66Customer support - 4.66Functionality Pricing Starting at R$35.00 per month Get Price Alternative Product [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) 4.6 [(798)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/) Ratings Breakdown - 4.59Ease of use - 4.43Value for money - 4.55Customer support - 4.34Functionality Pricing Starting at $19.00 per month Get Price Alternative Product [LiveAgent](https://www.softwareadvice.com/crm/liveagent-profile/) 4.7 [(1788)](https://www.softwareadvice.com/crm/liveagent-profile/reviews/) Ratings Breakdown - 4.57Ease of use - 4.64Value for money - 4.69Customer support - 4.57Functionality Pricing Starting at $15.00 per month Get Price ## 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 Confused about pricing? We've got you covered. Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates. ## 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 Call Center 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 ## Track-It! customer ratings - Overall rating: 4.0/5 - Total reviews: 77 ### Rating distribution - 5 stars: 29 reviews (38%) - 4 stars: 29 reviews (38%) - 3 stars: 14 reviews (18%) - 2 stars: 2 reviews (3%) - 1 star: 3 reviews (4%) ### Secondary ratings - Ease of use: 4.1/5 - Value for money: 3.9/5 - Customer support: 4.1/5 - Functionality: 3.9/5 --- ### Great software for inventory control at a great price - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Higher Education - Product usage: Used daily for more than 2 years - Reviewed: December 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Ability to manage inventory on large scale #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The ease of use in setting up and allowing me to run audits on all IT equipment. Support was always excellent. --- ### Simple UI Ticketing Tool with Rooms for Improvement - Overall rating: 4/5 - Reviewer: Agus M. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. This ticketing tool helps you get the job done efficiently when properly set up. The UX/UI could be better. #### Ratings breakdown - Ease of use: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Simple interface making it easier to focus, and many options to customize the ticket arrangement. You can respond your ticket(s) via email. #### Cons Non-friendly UI, display not easy to navigate making it hard to find nor manage tickets. --- ### Just Say NO! to BMC - Overall rating: 1/5 - Reviewer: Jay W. - Industry: Automotive - Company size: 10000+ employees - Product usage: Used other for less than 12 months - Reviewed: October 2020 - Review source details: This review was submitted organically. No incentive was offered 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: 1/5 - Value for money: 1/5 - Customer support: 1/5 - Functionality: 1/5 #### 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 --- ### Good asset management software - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Government Administration - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 4/5 - Functionality: 3/5 #### 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. --- ### Good Ticket tool your incident management process - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Telecommunications - Company size: 10000+ employees - Product usage: Used weekly for less than 2 years - Reviewed: May 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### 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. --- ### TrackIT is an average product that has not changed much in 10 years - Overall rating: 3/5 - Reviewer: Paul G. - Verified reviewer: Yes - Industry: Hospitality - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: February 2018 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### 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. --- ### It does the job without much problems - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Retail - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Simple to use #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### 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 --- ### Simple yet Feature-Filled IT Ticket Tracking - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Government Administration - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### 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 - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Biotechnology - Company size: 501-1000 employees - Product usage: Used weekly for less than 2 years - Reviewed: December 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Pretty efficient ticketing system for small-medium sized firms. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### 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. --- ### Great product concept, not easiest to use. - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Product usage: Used weekly for less than 2 years - Reviewed: March 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Better organized support team. #### Ratings breakdown - Ease of use: 2/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### 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 [See All Reviews](https://www.softwareadvice.com/help-desk/track-it-profile/reviews/) ## Track-It! 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