Track-It! Reviews

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76 Reviews
- Industry: Government Administration
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Just Track-It
Reviewed on 2019/04/12
Track-IT has been around for a while now. We have used it for a good 10 years before switching to...
Track-IT has been around for a while now. We have used it for a good 10 years before switching to another product. Track-IT was good for its time, but there are better and more robust products out there now. The platform is very customizable and will fit a lot of customers who are looking for a solid helpdesk/service desk solution.
In our case, as our database was growing, scalability became an issue. The system would run slow and support team needed to get engaged. Reporting feature (crystal reports) wasn't great either.
Pros
Easy to use interface. Hardware and Software inventory modules.
Cons
Performance with larger databases. Reporting feature.
Response from BMC Software
Thank you for the review Andriy. Our latest version, Track-It! 2019 is a completely redesigned web based version and any performance or scalability issues of the old 11.x version are now gone. Crystal Reports has also been replaced with a new reporting tool. Even though this is a major upgrade, Track-It! 2019 is a free upgrade to all customers on support.
- Industry: Utilities
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Track-It, The Best Helpdesk software I have used
Reviewed on 2016/10/17
I have used Track-It for a many years during my tenure at four different companies. Track-It is a...
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
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Track-It! 20xx: The next generation
Reviewed on 2020/07/08
A positive experience and comfort provided that True North Service Management Solutions Ltd have...
A positive experience and comfort provided that True North Service Management Solutions Ltd have vast knowledge and experience of Track-It! and can provide professional services for migrating from 11.x, installation and configuration, training and even report writing.
Pros
The rewrite of Track-It! addresses a lot of previous concerns from reviews of 11.x and prior. It is 100% web based, has a mobile app, built in report writer and a strong ITAM offering with Client Management for Track-It that also has a CMDB, SLM, Remote Mgt, Patch & Deployment and allows you to easily manage your compliance.
Cons
Would be nice to be able to add custom fields, but there’s a number of custom fields available that can be removed from the form with the designer so not a major issue.
- Industry: Nonprofit Organization Management
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Track-IT by Numara
Reviewed on 2018/10/25
For the most part, it's a good experience. Their support portal is a little confusing at first but...
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).
Response from BMC Software
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.
- Industry: Machinery
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 7.0 /10
BMC Track-It keeps track of our users incidents
Reviewed on 2019/05/31
Generally good. The user experience can be difficult with updates that are not particularly...
Generally good. The user experience can be difficult with updates that are not particularly helpful but from a technician perspective, the software does what we need. 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.
Pros
Allows me to manage user requests and keep track of outstanding issues easily.
Cons
Once a classification category has been used, it does not seem to be able to be deleted, which makes changing the classification of incidents a challenge having to scroll through a large number of setup criteria that are no longer used.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Track-It
Reviewed on 2019/11/06
Ultimately we migrated off of Track-It as we needed a better interface with our customers and with...
Ultimately we migrated off of Track-It as we needed a better interface with our customers and with our Agile Software Support team.
Pros
The product was very stable, we never experienced any outages.
Cons
Customer Support was very helpful. The client interface was difficult to use. The user interface was not user friendly and dated.
Response from BMC Software
We are sorry to hear you moved to another product. The entire user interface was redesigned when the new Track-It! 2018 version was released on the new Track-It! platform. The product now uses an all web based client which includes Form Customization so you can design the Ticket form to look how it best suits your needs and also supports multiple form designs so each department using Track-It! can customize the look and feel of their interface.
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Review Source
Overall rating
- Ease of Use
- Customer Support
Excellent and Economical entry level and small business Help Desk tool
Reviewed on 2015/01/28
I have been working with Track-It! for over five years now, happily watching how it continues to...
I have been working with Track-It! for over five years now, happily watching how it continues to develop and evolve with each new iteration.
Track-It! is incredibly easy and intuitive to install and configure, and it comes out of the box with all the features that most small organizations need to get going with a Help Desk tool. It is best suited for organizations that are taking their first steps to go from a manual to an automated Help Desk system, organizations that have outgrown a basic, home-made help desk system, and any organization that requires a full-featured, solid and easy to use help desk system at an affordable price.
Pros:
* Very easy to install and configure
* Very easy and intuitive to use
* Mature and very stable software (Version 11.4 as of this writing)
* Excellent technical support
* Excellent tips and tricks support from a very active users and developers community (through BMC's communities site)
* Economical, starting at under $1,000
* All-included, full-featured software. Includes Help Desk, Asset and Software License Management, basic Change Management, a Self Service Portal, and a Mobile Interface, among its many features.
* Includes the powerful Crystal Reports as its main built-in reporting engine.
Cons:
* Limited customization options - may not be suitable for organizations with highly specialized needs.
* Does not support compartments / separate workspaces / multi-organizations configurations.
* No Cloud version available at this stage.
* Report Customization requires knowledge of Crystal Reports. This is fine for organizations that have CR experts on board, but requires some learning effort if no one is familiar with CR.
Altogether, this is an ideal and very affordable tool for its target market. There are tools available that offer either more features or more flexibility, but either at a considerably higher cost, or at the expense of quality, stability and/or level of customer support.
- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 10.0 /10
Track-It Helps Me Stay Organized
Reviewed on 2020/02/27
Our experience has been great! Helps delegate and track issues in an easy way.
Our experience has been great! Helps delegate and track issues in an easy way.
Pros
Track-It Helps Me Stay Organized. I love being able to see all my assigned tickets in one spot and see the updates to the issues. The e-mail notifications are useful, too!
Cons
I don't really have any complaints about the software. We uses it daily and will continue to do so.
- Industry: Banking
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Great product for our organization
Reviewed on 2016/09/22
Track-It was in place when I came aboard, but not used consistently. I helped to re-implement the...
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.
- Industry: Retail
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
An itsm tool with limitations
Reviewed on 2022/11/18
Pros
Not that complicated. It is pretty straightforward to use.
Cons
It is not all efficient and unreliable due to its latency .
- Industry: Higher Education
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
BMC-Track-IT
Reviewed on 2018/11/14
We are using it to receive and track work orders for the IT and Maintenance departments.
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.
- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Good ticketing software for small businesses
Reviewed on 2018/11/26
while it worked well it just didn't have the customization options that we required for our needs
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
Response from BMC Software
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.
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Not the best ticketing system
Reviewed on 2018/03/26
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.
- Industry: Banking
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great off the shelf product
Reviewed on 2016/09/20
Primary use is for helpdesk ticketing but very capable for asset management and inventory, change...
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!).
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Review Source
Overall rating
- Ease of Use
- Customer Support
Simply Wonderful!
Reviewed on 2016/03/02
For those of you who think that because of the title of this review that this is going to be a...
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!
- Industry: Primary/Secondary Education
- Company size: 51–200 Employees
- Used Weekly for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Great product for managing people, tasks and equipment
Reviewed on 2016/12/06
We purchased Track-it about a year ago to replace a homegrown system. We needed a system that could...
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.
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Review Source
Overall rating
- Ease of Use
- Customer Support
Quality counts and customer input is king
Reviewed on 2015/10/20
I've been using Track-It for over 5 years now . It's fundamentally sound and provides a decent...
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.
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Review Source
Overall rating
- Ease of Use
- Customer Support
Attractive and Simple to use HelpDesk Software
Reviewed on 2015/01/24
Track-It! is a long-standing Help Desk Software. We have been promoting this product since...
Track-It! is a long-standing Help Desk Software. We have been promoting this product since 1995.
Major companies attracted by this product due to it's simplicity in setting up and easy to use. No Major headaches and no need for intensive education prior to using the same. Some of our Major Clients using Track-It! are Arab Bank (Middle East, North Africa), STC (Major Mobile Network Operator - Kingdom of Saudi Arabia), Afghan Wireless, ... etc and many more.
I highly recommend Track-It! for any organisation that is looking for a helpdesk solution with minimum investment and simplicity to setting it up and using it on daily basis.
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Review Source
Overall rating
- Ease of Use
- Customer Support
mediocre at best
Reviewed on 2015/08/20
Have used this software for a number of years. The company has been bought by BMC (Remedy). Was...
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.
- Used Daily for 1-5 months
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Overall rating
- Value for Money
- Ease of Use
- Customer Support
There are better options
Reviewed on 2018/07/11
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.
- Industry: Transportation/Trucking/Railroad
- Company size: 2–10 Employees
- Used Weekly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
looking good
Reviewed on 2018/05/06
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.
- Industry: Medical Practice
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great Product!
Reviewed on 2016/10/25
Track-It! is a great product with great features! It helps keep our IT department organized and...
Track-It! is a great product with great features! It helps keep our IT department organized and running effectively and efficiently.
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Review Source
Overall rating
- Ease of Use
- Customer Support
Shimano Review
Reviewed on 2015/12/16
We mired in mediocrity for some time as we had not upgraded, since we have upgraded we have already...
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
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- Ease of Use
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very nice overall
Reviewed on 2015/06/04
need some work with the inventory module
need some work with the inventory module
- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 5.0 /10
Track-It is Simple and Not for Everyone
Reviewed on 2024/05/31
Pros
It is simple to use, and fairly easy to manage and is well suited for small business needing to track and escalate changes, support and documentation for resolutions that happen often.
Cons
It is not as scalable as some other solutions. It works well for what it is, but it also has limited options for integrations, and also in the self-service portal area it is very basic.