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

62 Reviews of Track-It!

 

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Software Advice Reviews (8)
More Reviews (54)

Showing 1-8 of 8

Jorge from manesa
Specialty: Manufacturing
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2018

August 2018

Track IT

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

excelent software for managing all your it assets and human resource, assign tickets to technicians and keep track of the efficiency of the support you provide

Cons

it is not easy to setup, the users or clients complain about the need of enter a ticket everytime they need support, it has nothing to do with the software but they could implement a new or easier way to create a new ticket

Review Source
 
 

Bruce from R&B services
Specialty: Transportation
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

looking good

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

many options with notifications for sla's. this is also a very inexspensive product as well. no complaints

Cons

i really do wish that this product had a application for phones. I would be able to accomplish more.

Review Source
 
 

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 54

Rudy from Jackson Hospital
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

November 2018

November 2018

Good ticketing software for small businesses

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

while it worked well it just didn't have the customization options that we required for our needs

Pros

It is a reliable ticketing software that works well for businesses that don't need a bunch of advanced functionality

Cons

It doesn't have the same amount of options as other helpdesk ticketing software

Review Source: Capterra

  Response: BMC Software, BMC Software

Date: November 2018

November 2018

 

Hey Rudy, I would invite you to check out the Track-It! 2018 release which is free to all customers on current support contracts. It has new features for form customization and business rules that greatly enhance the customization capability of the product.

 

Rik from Belhaven University
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2018

November 2018

BMC-Track-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 are using it to receive and track work orders for the IT and Maintenance departments.

Pros

Self Service work order requests and job tracking

Cons

It has been a little temperamental in communications regarding jobs.

Review Source: Capterra
 

John from Association of Christian Schools International
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2018

November 2018

Robust yet easy to use Help Desk software

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 use it every day as our Help Desk tracking software. We have it integrated into our helpdesk email so all emails to the helpdesk go to Track-it and create tickets. We love the detailed features. We dont use all of them but will probably use more in the future. Its a great tool and assigning tickets is a breeze, as is running reports, looking up closed tickets, etc. We even customized each technician's tickets by Color so we can see at a glance who has what in their bucket.

Pros

Integration with Email, Technician reports and customization abilities

Cons

Help documentation could use some improvement, for getting the most out of the software.

Review Source: Capterra
 


October 2018

October 2018

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

really happy.. we signed up for another 3 years and are happy to be using it.

Pros

I really love that it was easy to customize and if you know excel it is really easy to use.

Cons

there is a thing where it gets confused with reports/ or ticketing queues and our admin tech has had to fix it a few times. It is known issue.

Review Source: Capterra
 

Joseph from The CHildren's VIllage
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

Track-IT by Numara

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

For the most part, it's a good experience. Their support portal is a little confusing at first but once you're in, their support is very good. I've had to call them a couple times and had my issues resolved quickly.

Pros

The stability of the product. The customization aspect...adding fields. The options seem limitless.

Cons

The user interface for the on prem version is dated. It needs to be updated to look more modern. That's more on me then them. I just don't like the view(s).

Review Source: Capterra

  Response: BMC Software, BMC Software

Date: October 2018

October 2018

 

Hi Joseph, thanks for the feedback. You should take a look at our new Track-It! 2018 version. It has some great new features, a new modern web interface and is a free upgrade to customers on support. I think it may be exactly what you are looking for.

 

Sarvesh from Cognizant
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2018

October 2018

GUI

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

Great

Pros

interface is overall good and user friendly

Cons

performance is poor over the time need so optimization techniques for DB

Review Source: Capterra
 

Sara from Amazon

July 2018

July 2018

There are better options

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

It is one of the easier asset management software programs to use. Myself and several other colleagues were able to understand it in a timely fashion.

Cons

The interface is very outdated. The program runs incredibly slow. For what you are given the price is very steep.

Review Source: Capterra
 


June 2018

June 2018

It does the job without much problems

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

Simple to use

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

Review Source: Capterra
 

Migdelia Meriyela from GB Advisors, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

It has been nice, the self-service and audit modules I like and the support is excellent

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

what I like the most is support attention, they are always available to attend cases, really excellent

Cons

what I like the least is the complexity to issue reports is difficult to use, it would be nice if they improve this part easier, much more management

Review Source: Capterra
 

Jim from Opto

March 2018

March 2018

Not the best ticketing system

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

It is a decent software for just a ticketing system. Can easily escalate/pass off tickets as needed. You can make some decent reports to get a deeper understanding of what types of tickets are coming in and who is closing them.

Cons

Doesn't have enough simple customization. The inventory aspect is not great. You will come across a lot of little features missing that leave you questioning the software.

Review Source: Capterra
 

Italo from Citibank

March 2018

March 2018

I have worked for more than 4 years with the application and it is very useful to classify incidents

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

Good control of the Helpdesk department management and reporting

Pros

The knowledge database is very broad, it is very good to classify types of incidents and to measure the productivity of the work team.
Its cost is not very high

Cons

Apparently there is no version for Android or IOS, sometimes I think the application is a bit slow and the design is a little outdated.

Review Source: Capterra
 

Stephen from AHRC

March 2018

March 2018

Very pleased with Track-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
Pros

Been a customer for 10+ years with Track it. Very easy to use. Like the view when looking at work orders. Has a nice Excel type grid format.

Cons

Lacks a mobile app and not web based. The change management module also needs some work.

Review Source: Capterra
 

Brian from AHRC

March 2018

March 2018

Using for year

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

Cost the software is not overly expensive for the number of users we have. Ease of use is very nice as well. Active directory Integration of requests is nice as well

Cons

I wish it had a friendly IOS or android App. Better costume reporting. Unless your an expert in crystal reporting you will be forced to use included reports.

Review Source: Capterra
 

Geraldine from N.S Systems

March 2018

March 2018

Good Product Needs More Custumer Support

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

* Trackit allows to create task inside work orders wich its nice
* It manages several types of notifications regarding SLA´s

Cons

* Doesn't have an app for android or ios
* Configuration can be sometimes difficult and not easy to understand

Review Source: Capterra
 


March 2018

March 2018

Great product concept, not easiest 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

Better organized support team.

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.

Review Source: Capterra
 

Miguel from GB Advisors, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

February 2018

February 2018

Solid option for companies seeking a home grown solution !

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

Control of all my IT department, Assets, ticketing, workload, licences, puchases and knowledge base!

Pros

This is a product that will satisfy your needs, but you have to configure it to do so, all the modules are based and linked among them so this will be a easy to use tool!

Cons

there's no service Catalog, but you can cuastomize one in the categorization and schedule module!, I also think that the module regarding to Training could be a bit more rich in terms of having the course materials in there.

Review Source: Capterra
 

Paul from Gold Key PHR
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

February 2018

February 2018

TrackIT is an average product that has not changed much in 10 years

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 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.

Review Source: Capterra
 


December 2017

December 2017

Great software for inventory control at a great price

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

Ability to manage inventory on large scale

Pros

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

Review Source: Capterra
 

Zachary from Schoharie county

December 2017

December 2017

Love Track-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
Pros

The software is low maintenance but high powered. It it console managed and can hold info for many pieces of equipment. Mass deployment also a plus

Cons

The software doesn't always pick up the simple things like a mac address or an IP address leading to some leg work or manual inputs.

Review Source: Capterra
 

Ryan from Fed Government

October 2017

October 2017

Excellent after training.

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

Completely revolutionized our Help Desk and brought the level of staff knowledge up another level.

Pros

The application does so much. It allows you so many options for customization. The ability to not only track the asset, but also see a record of service desk requests is efficient and beneficial.

Cons

What's not to like? If I had to pick something I'd say that at times it can be a little sluggish, but that could be our network and not the application.

Review Source: Capterra