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Supported Operating System(s):
Windows 7, Linux, Windows 8, Windows 10About 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 ...
Add incident
Supported Operating System(s):
Windows 7, Linux, Windows 8, Windows 10Average User Ratings
Overall
Ease-of-use
3.5
Value for money
3.5
Customer support
3.5
Functionality
3.5
Likelihood to Recommend
Not likely
Very likely
March 2020
Alessandro from Vermont Servicos
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
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.
December 2020
Robert from UPMC
Company Size: 10,000+ employees
Industry: Information Technology and Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
3.0
Value for money
3.0
Customer support
3.0
Functionality
3.0
December 2020
Mediocre Software
Being part of IT, our department used the software for it's intended purpose; IT help desk tickets. But then when our audiovisual software was taken away, administration wanted to use it for daily AV scheduling. Because tickets are meant to be entered for on-demand issues, scheduling of future setups and events is not possible. It can only be used for record keeping and to enter tickets for past happenings
Pros
The software is not super complicated to use. I would say, however, it would require a bit of brief instruction from a colleague to get started.
Cons
Again the software is not overly complicated, but navigation can be tricky at first. Finding past tickets, however is fairly easy IF you know how to do it.
Reasons for Switching to FootPrints service desk
Job change
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.