Track-It! Software


 

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! - Asset management
 
  • Track-It! - Asset management
    Asset management
  • Track-It! - Change management
    Change management
  • Track-It! - Work order
    Work order
  • Track-It! - Self-service
    Self-service
  • Track-It! - Software license management
    Software license management
  • Track-It! - Mobile view
    Mobile view
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Windows 2000, Windows 8

38 Reviews of Track-It!

 

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Software Advice Reviews (6)
More Reviews (32)

Showing 1-6 of 6

Dennis from Yokogawa
Specialty: Manufacturing
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

February 2017

February 2017

Track-It

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

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

Pros

Email Notifications and responses

Cons

Reporting

Advice to Others

do a small trial if possible

 
 

Lance from HGTC
Specialty: Education
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2016

December 2016

Great product for managing people, tasks and equipment

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Advice to Others

Get a thorough demo. The system is powerful and should meet your needs.

 
 

Adam from Unity Health
Specialty: Healthcare / Medicine
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2016

October 2016

Great Product!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Track-It! is a great product with great features! It helps keep our IT department organized and running effectively and efficiently.

 
 

Sherry from WV School of Osteopathic Medicine
Specialty: Education
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2016

October 2016

Track-It Meets our Needs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Advice to Others

I think if you give this products and support a chance you will be very happy with the outcome.

 
 

John from Springville City
Specialty: Public Sector
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2016

October 2016

Springville City uses Track-IT

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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.

Advice to Others

If you are looking for a solid solution to track your day to day IT communication with your customers I would highly recommend using this product.

 
 

Kerri from Sonoma County Library
Specialty: Other

February 2016

February 2016

Very Powerful

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

I have been using TrackIt! for more than 13 years. It has so many features. At times there are even a few too many. I only use a portion of all that is available and it is great.

They will be going to a web-based service. That should be helpful.

Likes Least

Once BMC bought the program they changed and outsourced the Tech Support. Before BMC the Tech Support was 11 out of 10 Stars. Support now is why I only ranked this a 7.

Recommendations

Determine what you need the software to do. Do you need it to run your Help Desk? Do you need it to do inventory? Do you need to track purchasing? Do you need to keep track of software licenses? Do you want something straight out of the box or are you willing to spend the money to go to training to configure?

 
 
 
Showing 1-20 of 32

Dan from Blistex

May 2017

May 2017

Great product with lots of great features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Source: Capterra
 

Stephen from Associated

April 2017

April 2017

Ambitious, but not easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Track-It has a multitude of features, but they are difficult to set up, and some functionality is still not completely working years after initial release. Additionally, the software is EXTREMELY slow to respond. It takes up to a minute to open a ticket to view, and several seconds to update many fields or change statuses. Finally, the backend database is organized in a non-intuitive way.

Pros

Track-It is powerful with lots of capability

Cons

Some features are inflexible and can be difficult to manage. The speed of the software leaves much to be desired.

Advice to Others

Please speed it up! Several of our technicians are reluctant to use it because of how long even simple changes take.

Source: Capterra
 

Aza from City of Yuma

January 2017

January 2017

One of the better products I've used

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

Mark from Heartland Community Church
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2016

December 2016

Would not recommend to anyone! Stay far away!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

When I took over the current role that I am in, Track-it! was the helpdesk & asset management solution that was in place. I gave it a try for a few months, but honestly, I wish would have never used it and switched sooner. The layout looks like it belongs in the year 2005 and this product has not evolved with the current times. It's sluggish, rather expensive, and did I mention it looks like it belongs in the year 2005? I like that it includes purchase orders and that it's detailed. But after that, there just isn't a lot to get excited about. If you looking to make a switch or are purchasing helpdesk software for the first time, looks elsewhere - you will be happy that you did!

Pros

- Includes purchase orders
- Has a lot of the basic features

Cons

- Outdated layout
- Poor asset set-up and search function.
- Expensive for what you get
- Slow

Source: Capterra
 

jacquie from HRDS
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2016

October 2016

Track-It, The Best Helpdesk software I have used

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Advice to Others

Great product - give the 30 day free trial a try

Source: Capterra
 

Michael from Anonymous

October 2016

October 2016

Nice Product-with just a few missing "wish I had" features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

TrackIt is a nice product for SMBs in particular. My biggest gripe has to do with reports. The product uses Crystal Reports and if you're like me, and you need ad-hoc reporting, you need to know Crystal or get training because it's not very intuitive although there are many pre-configured reports you can choose from.

Pros

Multiple interfaces (client, web, mobile). Fairly simple to setup and start using right away. "On the fly" editing options.

Cons

Crystal Reports

Source: Capterra
 

Dave from CORU
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

Track-it review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Source: Capterra
 

James from HRT
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2016

October 2016

AWESOME product!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Advice to Others

N/A.

Source: Capterra
 

Tyler from First Federal Bank of Florida
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2016

September 2016

Great product for our organization

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Advice to Others

If you are working out of your e-mail, SharePoint or some basic home baked system, Track-It is a great product and will help you better organize teams efforts and keep track of all types of things.

Source: Capterra
 

Brad from Sunmark Federal Credit Union
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2016

September 2016

Great off the shelf product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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!).

Advice to Others

Very easy to setup and the community that supports it offers a wealth of knowledge and information.

Source: Capterra
 

Marsha from BankIowa
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2016

September 2016

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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!

Source: Capterra
 

Jason from Methodist Hospital of Southern California
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

August 2016

August 2016

Track-It - An excellent all around ticket traking application .

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

Lamar from Florence-Darlington Technical College
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2016

April 2016

Help desk made simple

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

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.

Source: GetApp
 

Dana from Chatham County Sheriff's Office

March 2016

March 2016

Simply Wonderful!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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!

Source: Capterra
 

Lance from SRS Distribution, Inc.

December 2015

December 2015

Great Product!

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Source: Capterra
 

Sherry from WV School of Osteopathic Medicine

December 2015

December 2015

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

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Source: Capterra
 

CURTIS from shimano american

December 2015

December 2015

Shimano Review

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

We mired in mediocrity for some time as we had not upgraded, since we have upgraded we have already realized many features we did not know existed which has made our help desk experience better for the techs, and more beneficial to the user community

Source: Capterra
 

Bob from Advotech Consulting

October 2015

October 2015

Quality counts and customer input is king

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

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.

Source: Capterra
 

Jim from Woods Equipment Company
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

October 2015

October 2015

TrackIt!

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

We use this as the primary Help Desk ticketing system for one of the divisions in our company. While it serves the purpose I have found it hard to run reports and heavy on the manual maintenance side.

Great tool for entry into the ticket tracking system, but we are moving to a global system in the near future.

Pros

The notification e-mails, when working, are very nice.

Cons

Reports are hard to write and it is difficult to use at times. We have to restart the services a lot as notification e-mails seem to get stuck frequently.

Source: GetApp
 

brian from CEM Corp

August 2015

August 2015

mediocre at best

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Have used this software for a number of years. The company has been bought by BMC (Remedy). Was hoping for better things but that has not come to fruition. The interface somewhat usable. Have issues with audits failing or not working. Database issues from time to time. And don't get me started about version upgrades are a nightmare (at least the past 3 versions). Licensing for the product is also pain. The email generations for help desk are a joke. Also appears their 1st tier support group is no longer US based. The cost of the software is probably the only reason we have stayed with them this long.

Source: Capterra