Good Ticket tool your incident management process.

Not once in the year I've been using it, has it crashed or locked up so bad I couldn't work.

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

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.

Very easy and intuitive to use. Mature and very stable software (Version 11.4 as of this writing).

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.

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

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

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.

Ease of use, intuitive nature, cost tracking abilities, integration with other IT systems.

Fantastic for logging and tracking Help Desk calls. Does a great job for inventory/asset management.

Does not support compartments / separate workspaces / multi-organizations configurations. No Cloud version available at this stage.

Its hard to add end users depending on the version you are using (client vs web) And it always seams to be going down.

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.

Pro: Inexpensive internal auditing tool. Con: Co-mingled records has been a problem in version 10 and below.

Have issues with audits failing or not working. Database issues from time to time.

Pretty efficient ticketing system for small-medium sized firms.

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.

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.

It is very difficult to navigate around the software. The features are present but they are very difficult to maneuver.

The server side inventory service would routinely crash as well.

The price is great and customer service is fabulous. I would highly recommend this software.

The software had a nice interface. It's layout is sectioned off so you look at each integration module separately.

I have a lot of e-mails and requests coming from my customers and it was very difficult for me to organize all of them.

3 Years experience was great. Quick email responses and Great Documentation.

UseResponse makes sure that they keep it updatable, even if they implemented many changes due to customer wishes. We are working together for 2+ years and I can not think of a better partner.

This software is very easy to use and the price is very affordable.

Because of self-hosting solution, we from time to time face minor issues with functionality, fortunately support of UseResponse team is excellent and issues are almost instantly solved.

Larger individual requirements can be solved professionally  through support or and cost-effectively consulting.

Sometimes the admin console can be a bit difficult to navigate, but all of the features are there, somewhere.

The only issue we had was around the time it took to set a ticket to complete however it seems since the latest upgrade to 4.9 the issue is no longer there.

Easy to use, highly customizable and a customer support that is second to none.

Compares to competing products at competitive price point.

Right now you are limited to either the sidebar of related articles (which keeps you in the widget) or adding a hyperlink to an artcile which opens a new browser window.

It's a good mature feature set and was fairly straight-forward to setup. They customized our Wishlist as an enterprise solution and we were impressed with the results.

We didn´t have something like this in our company before and we are very happy that we´ve found such a great tool and partner to work with.

The interface is very easy to navigate and understand plus the email integration with POP3 is very useful.

UseResponse is simply awesome. I set it up literally in ten minutes and their customer support immediately helped me in tuning up the configuration as soon as I got in touch with them.

Some functionality we wanted that wasn't available, has been delayed.

UseResponse takes care of integration and helps in every step. The software contains several product-parts that can be switched on and off as needed.

Was a little difficult to customize the theme.

We were looking for an All-in-One Solution to enable us to manage Our Customer Support Solutions, and UseResponse turned out simply great.

Simple UI with great functionality, lot of documentation and support is fantastic. Simple to implement and immediate email support.

In addition, we use the ticket system as internal workload management and can thus transparently share and manage all tasks.

US Dollar

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.



LongDescription

IT Asset Management

Change Management

Automated Routing

Call Center Management

Self Service Portal

Mobile Access

Email Management

Ticket Management

Knowledge Base Management

Service Level Agreement (SLA) Management

Alerts/Escalation

Customizable Branding

Asset Lifecycle Management

Reporting/Analytics

Remote Access/Control

Incident Management

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

Self-Employed

2-10

11-50

51-200

201-500

501-1000

1000+

Track-It!

In Person

Live Online

Webinars

Documentation

Videos

UseResponse is a Cloud-based and Slef-Hosted customer support solution that provides users with customer service tools and customer feedback solution. It features a Help Desk Ticketing Solution, Feedback Community System, Knowledge Base, and Live chat with messengers and chatbot.

With UseResponse’s support software, customer inquiries from social media platforms are automatically logged. When customers send in email inquiries, the solution assigns those emails ticket numbers. Users can customize the types of emails that are assigned tickets numbers.


Users are also able to set up email templates so that canned responses can be sent automatically to certain types of email inquiries. In UseResponse’s customer service and support application, customer profiles can be created to include information such as customer location, the browser they’re using and their system's operating system.


UseResponse is available on monthly and yearly subscription basis that includes support through an online knowledge base and live chat.



File Management

Commenting/Notes

Support Ticket Management

Real Time Analytics

Cataloging/Categorization

Employee Management

Case Management

Surveys & Feedback

Status Tracking

Self-Learning

Customizable Reports

Document Storage

Access Controls/Permissions

Activity Tracking

Customer Segmentation

Activity/News Feed

Workflow Configuration

SSL Security

Single Sign On

Project Management

Categorization/Grouping

Communication Management

Brainstorming

Customer Database

Scheduled/Automated Reports

Calendar Management

Customizable Fields

Collaboration Tools

Content Library

Full Text Search

Data Import/Export

Customer Complaint Tracking

Problem Management

Email Templates

Help Desk Management

Ideation

Content Management

Forum / Discussion Board

Proactive Chat

Idea Ranking

Data Security

Discussions/Forums

Text Editing

Multi-Channel Communication

Complaint Monitoring

Queue Management

Support Ticket Tracking

Client Portal

Social Media Integration

Real-Time Notifications

Forms Management

Workflow Management

Real-Time Updates

Website Integration

Project Tracking

Event Triggered Actions

Activity Dashboard

Alerts/Notifications

Reporting & Statistics

Customizable Questions

Network Monitoring

Data Visualization

Real-Time Chat

Chat/Messaging

Customizable Templates

Issue Tracking

Inbox Management

Macros/Templated Responses

Interaction Tracking

Multi-Language

Ratings/Reviews

Chatbot

Polls/Voting

Widgets

Prioritization

Feedback Management

Customizable Forms

Approval Workflow

Auto-Responders

Customer History

Tagging

Gamification

Task Progress Tracking

Archiving & Retention

Third-Party Integrations

Online Forums

Canned Responses

Task Management


<li> Enterprise Plan Cloud: from $149 per 2 agents / month

<li> Self-Hosted Enterprise:  $4800 for the 1st year 

Track-It! vs UseResponse

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