About FootPrints service desk

FootPrints is an on-premise help desk and IT service management (ITSM) application built for midsize businesses in a range of industries. It offers service desk and workflow automation, change management, a service catalog, knowledge management and more.

FootPrints helps users manage service requests, incidents and problems with built-in templates. Activity is saved, so users can review service history and track activity. Information such as incident reports, problems, changes and configuration items can be linked directly to relevant issue investigations.

Users can establish a service catalog and knowledge base for clients to enable self-service issue resolution. The workflow automation tool offers a drag-and-drop interface. Other features include a ...


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Supported Operating System(s):

Windows 7, Linux, Windows 8, Windows 10

25 Reviews of FootPrints service desk

Average User Ratings

Overall

3.48 / 5 stars

Ease-of-use

3.5

Value for money

3.5

Customer support

3.5

Functionality

3.5

Ratings Snapshot

5 stars

(4)

4

4 stars

(10)

10

3 stars

(7)

7

2 stars

(2)

2

1 stars

(2)

2

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 25 results

March 2020

Alessandro from Vermont Servicos

Verified Reviewer

Company Size: 201-500 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

March 2020

Excellent process and project support tool

We acquired Footprints at the bank where I worked in 2004, and they still use that system today. It is used for Basically helping in IT Demand Management processes (Incidents, RFCs, RFSs, etc.). And we quickly discovered that the tool would be useful to support other business processes as well. We then use Footprints in IT Project Management (Footprints forms are super customizable and this was very useful for registering and monitoring projects). It was a happy surprise when we were able to implement Footprints in other departments besides IT, we had not planned this, the IT department won many points for that. Because we had a fast implementation solution and we became one of the main suppliers of operational performance reports (from the different sectors of the company). So we start to used Footprints in the area of Internal Controls and Compliance, where we made forms specialized in these activities and methodologies (5W2H for example). Our Legal department has also adopted the tool. Because the alert configuration features (based on elapsed time or status) worked very well to support their activities, in addition to the feature of recording time spent by activity, for billing of lawyers' hours to be separated by cost center, this was very cool.

Pros

Extremely easy customization of support forms page; We use it in several sectors of the company, such as: IT Infrastructure, IT Projects, Internal Controls, Legal, Compliance, Accounting, Administrative, Customer Service and HR; Low cost due to the possibility of using named licenses and shared licenses; Low hardware cost, you don't need anything dedicated. So, to complete the pros. A good administrator of the tool must know the company's processes, once this professional knows the company's processes, he will have in hand a quick implementation solution (Footprints) to control processes and projects, without having to wait for the development of a software to support such a need.

Cons

As for cons, we can note that the tool is not so easy to integrate and the support team is not very good at suggesting solutions for this. It is important to have a well-trained person who knows the business processes of the company to be able to make the most of Footprints' features. If the company does not have this type of professional, there is a risk of not being able to make good use of the tool. Don't expect Footprints support to offer you a super solution, they usually have a vision limited to technical aspects of the tool, the ideal technical profile to manage this system is someone with some background in IT and who knows business processes well.

April 2019

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

April 2019

Solid Ticket Tracking Solution

We have used this software to track helpdesk tickets, system access requests, and change management for many years now and it's overall worked very well with very little trouble. Support when needed has always been great too.

Pros

I like that we've been using it for over 10 years now with not 1 major issue with it.

Cons

The licensing cost seems a little steep I feel like there should be some sort of a discounted price for use over time as well.

May 2017

Debra from North East ISD

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

3.0

Functionality

3.0

May 2017

Footprints 12 was a big step backwards. The interface is much more complex to learn

Pros

I liked Version 11 with five stars but they are dropping support next June 2018. The Escalations that automate processes was also very nice. System was very easy to use and was easy to navigate. All the bells and whistles that automated processes was extremely beneficial for our company. I was really pleased with this product.

Cons

We were pushed into a new version that is basically a shell and you have to create most processes that are pre-built in other products. What was BMC thinking? Up to this version I have always had a great experience. They took away several features that are going to cause us a lot of work, no quick descriptions and no quick actions which was one of the reasons we bought this product. I think their level 1 desk is in India they only take ticket info. What happened to supporting the USA economy?

Response from BMC Software

Replied June 2017

Hi Debra, it sounds like there has been a miscommunication or misunderstanding here. FootPrints 11 Support We have no plans to end support for FootPrints 11. It is still fully supported. There are also no plans to force anyone to move to FootPrints 12. Tech Support To better support our global customer base, we added capacity in the US, UK, Mexico & India as well as a global triage center to ensure that everyone is served effectively, especially those with severity 1 issues who are routed to the front of the queue during triage. Configuration FootPrints 12 is more powerful & customizable than ever before & includes many automation features. Most customers use FootPrints as their Service Desk & it includes built-in templates for this. If you dont mind, we will follow up with you directly to get more clarity on the support issues and to provide help with configuration.

August 2017

Harold from Saclaw

Company Size: 11-50 employees

Industry: Primary/Secondary Education

Time Used: More than 2 years

Review Source


Ease-of-use

3.0

Value for money

3.0

Customer support

4.0

Functionality

4.0

August 2017

Footprints does a great job keeping your help desk tickets in order.

Footprints does a great job managing help tickets.

Pros

Configuration can be granular and specific for your needs Includes Knowledge base library Good query for tickets Email tickets are very descriptive Can assign roles to users

Cons

Initial configuration is involved, but straight forward. A bit of a learning curve for those who are not tech savvy.

December 2019

Teresa from Prelude Services

Company Size: 51-200 employees

Industry: Information Technology and Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Functionality

4.0

December 2019

Great software that just needs a few minor enhancements

Overall it's a good product that we use to manage tickets that are submitted by the client to our help desk. There are minor enhancements that would be nice to have, such as the ability to open attachments with a double click.

Pros

I like that the software automatically sets send email to customer based on status and that all communication is in one place.

Cons

I dislike the fact that attachments need to be downloaded and opened rather than a double click to open.