Track-It!

Help desk and asset management

4,1 /5 (69 reviews) Write a Review!

Track-It! Overview

What is Track-It!?

Track-It! comes complete with a 30 day trial which can be upgraded at any time. All paid Track-It! plans are completely scalable and come with support and video tutorials. Track-It! has a web based client and a windows client. Track-It! comes with video setup tutorials and an online knowledge base.

Track-It! Overview

Pricing

Starting from
US$995,00

Pricing options

Free Trial
One Time License
Value for money

Free 30 day trial available


Track-It! Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, India and 3 others, Germany, Brazil, Mexico
Supported Languages
English, French, German, Portuguese, Spanish

Media

TrackIt! - Help desk management - Pro Web
TrackIt! - Help desk management - Demo
TrackIt! - Help desk management - Desk
TrackIt! - Help desk management - Technician
TrackIt! - Help desk management - Work Order
TrackIt! - Help desk management - Overdue
TrackIt! - Help desk management - Home page
TrackIt! - Help desk management - Tracking
TrackIt! - Help desk management - Work
TrackIt! - Help desk management - 5.0
Track-It! video Track-It! screenshot: TrackIt! - Help desk management - Pro Web Track-It! screenshot: TrackIt! - Help desk management - Demo Track-It! screenshot: TrackIt! - Help desk management - Desk Track-It! screenshot: TrackIt! - Help desk management - Technician Track-It! screenshot: TrackIt! - Help desk management - Work Order Track-It! screenshot: TrackIt! - Help desk management - Overdue Track-It! screenshot: TrackIt! - Help desk management - Home page Track-It! screenshot: TrackIt! - Help desk management - Tracking Track-It! screenshot: TrackIt! - Help desk management - Work Track-It! screenshot: TrackIt! - Help desk management - 5.0

Track-It! Reviews

Track-It! Reviews

Overall rating
4,1
/
5
Excellent
28

Very good
26

Average
11

Poor
2

Terrible
2

Value for Money
3,9
Features
3,9
Ease of Use
4,1
Customer Support
4,1
78% recommended this app
Miguel N.

Solid option for companies seeking a home grown solution !

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


Richard R.

Track-It! 20xx: The next generation

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.


Jay W.

Just Say NO! to BMC

We had also used Track-it around 10years ago and had warm fuzzy feelings towards it then. The reviews here made it sound like it was still a winner, yet sadly we found our experience this time was completely negative.

From the beginning their sales and licensing team couldn't get our license emailed out and claimed it was blocked yet our firewall never supported their claim.

Response times were not great and it takes more than a few days to even get simple responses.

The sales team has made lots of excuses, told us how since BMC took over that things have steadily gone down hill and when we finally said enough is enough, we got endless run around about a refund.

From this experience we felt like they picked up a once great software to fill out their line- card and didn't do a great job folding it into the their existing package.

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!

We researched more and after much testing picked Tool & Asset Manager 2.0 which was half the cost and worked right out of the box with no problems. We rolled out and within a month had the organization audited and tagged.

We can't comment on the rest of the BMC suite so as with all reviews take this one with a grain of salt, but our warm fuzzy feelings from using it before couldn't help the fundamental failures of its present state.

JUST SAY NO TO BMC!


Italo P.

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

Good control of the Helpdesk department management and reporting


Amanda W.

Track-It Helps Me Stay Organized

Our experience has been great! Helps delegate and track issues in an easy way.


Miguel N.
Company size: 11-50 Employees

Solid option for companies seeking a home grown solution !

Used Daily for 1+ year
Reviewed on 2018/02/21
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Richard R.
Industry: Information Technology & Services
Company size: 2-10 Employees

Track-It! 20xx: The next generation

Used Daily for 2+ years
Reviewed on 2020/07/08
Review Source: SoftwareAdvice

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Jay W.
Industry: Automotive
Company size: 10 000+ Employees

Just Say NO! to BMC

Used Other for 6-12 months
Reviewed on 2020/10/05
Review Source: Capterra

We had also used Track-it around 10years ago and had warm fuzzy feelings towards it then. The reviews here made it sound like it was still a winner, yet sadly we found our experience this time was completely negative.

From the beginning their sales and licensing team couldn't get our license emailed out and claimed it was blocked yet our firewall never supported their claim.

Response times were not great and it takes more than a few days to even get simple responses.

The sales team has made lots of excuses, told us how since BMC took over that things have steadily gone down hill and when we finally said enough is enough, we got endless run around about a refund.

From this experience we felt like they picked up a once great software to fill out their line- card and didn't do a great job folding it into the their existing package.

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!

We researched more and after much testing picked Tool & Asset Manager 2.0 which was half the cost and worked right out of the box with no problems. We rolled out and within a month had the organization audited and tagged.

We can't comment on the rest of the BMC suite so as with all reviews take this one with a grain of salt, but our warm fuzzy feelings from using it before couldn't help the fundamental failures of its present state.

JUST SAY NO TO BMC!

Pros

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

Cons

Track-IT has fallen from it's once glory days now that BMC owns it and pushed to have it integrate with their "Free" help-desk. We went looking for Asset management not help-desk and were left with nothing but frustration and disappointment.

The BMC client service installs as part of the network discovery but it will not uninstall. You have to manually remove it.

The 995 package comes with 50 licenses and because it hinges on the help-desk module it can only go out and find 50 endpoints which handicaps you into purchasing more licensing.

It runs over SQL of course like more asset software, however when the software was installed over a fresh copy of 2016 Server it took several sessions with their engineer/helpdesk to get things running which should never have been needed.

The sql services fault and have to be restarted manually which also should never happen repeatedly and their engineer/helpdesk could not correct this.

Last on the list but slightly more important is that they are build on older coding so you can't use special characters in your passwords and there is no two factor authentication. In this day and security critical age, that is the straw that will break your back and find your system possibly for ransom~

Response from BMC Software

I am sorry to hear that you had such a bad experience. I am not sure what you mean by Free help desk as we do not offer a free version. That said, it sounds like you were focused mainly on the client management feature and the things you mentioned should have been resolvable. Sounds like it is too late now but I hope the solution you picked does what you need.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Italo P.

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

Used Daily for 2+ years
Reviewed on 2018/03/22
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

Amanda W.
Industry: Hospital & Health Care
Company size: 1 001-5 000 Employees

Track-It Helps Me Stay Organized

Used Daily for 2+ years
Reviewed on 2020/02/27
Review Source: SoftwareAdvice

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.

Rating breakdown

Ease of Use

Likelihood to recommend: 10.0/10

User recommendation
8/10
Based on 69 user ratings
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Track-It! Pricing

Track-It! Pricing

Starting from
US$995,00
Free Trial
One Time License
Value for money

Free 30 day trial available

Free 30 day trial available

Value for Money
3,9/5
Based on 69 user ratings
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Track-It! Features

Track-It! Features

API
Activity Dashboard
Alerts / Escalation
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Real Time Monitoring
Reporting & Statistics
Self Service Portal
Social Media Integration
Support Ticket Management
Surveys & Feedback
Third Party Integration
Workflow Management
Features
3,9/5
Based on 69 user ratings
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Categories

Additional information for Track-It!

Additional information for Track-It!

Key features of Track-It!

  • Asset Management
  • Change Management
  • Dashboards and Analytics
  • Facilities Management
  • HR Management
  • IT Help Desk
  • Knowledge Management
  • Library
  • Mobile Help Desk
  • Online support
  • Physical Inventory Barcode
  • Purchasing
  • Remote Control
  • Resources
  • Scheduled & E-mailed Reports
  • Self-Service Portal
  • Software License Management
  • Training
  • User Satisfaction Survey
  • Video tutorials

Benefits

  • IT Help Desk and Facilities Management - Track-It! is a fully centralized help desk and customer ticketing management system that enables you to control and seamlessly manage the flow of sales and support emails your customers and prospects are sending your business. Track-It! helps you manage your facility management portfolio by giving you the power to input support contracts and inventory.

  • HR Management and Self-Service Portal - Track-It! allows you to support other departments in addition to IT. Departments like HR or Facilities can also utilize the Track-It! ticketing system to keep track of the services requested by their users. The self service portal allows end users to submit their own tickets and check the status of their tickets which saves the Help Desk time and resources.

  • Track-It! FAQs

    Track-It! FAQs

    Below are some frequently asked questions for Track-It!.

    Q. What type of pricing plans does Track-It! offer?

    Track-It! offers the following pricing plans:

    Starting from: US$995,00

    Pricing model: One Time License

    Free Trial: Available

    Free 30 day trial available

    Q. What are the main features of Track-It!?

    Track-It! offers the following features:

    • Asset Management
    • Change Management
    • Dashboards and Analytics
    • Facilities Management
    • HR Management
    • IT Help Desk
    • Knowledge Management
    • Library
    • Mobile Help Desk
    • Online support
    • Physical Inventory Barcode
    • Purchasing
    • Remote Control
    • Resources
    • Scheduled & E-mailed Reports
    • Self-Service Portal
    • Software License Management
    • Training
    • User Satisfaction Survey
    • Video tutorials

    Q. Who are the typical users of Track-It!?

    Track-It! has the following typical customers:

    Small Business, Large Enterprises, Mid Size Business

    Q. What languages does Track-It! support?

    Track-It! supports the following languages:

    English, French, German, Portuguese, Spanish

    Q. What type of pricing plans does Track-It! offer?

    Track-It! has the following pricing plans:

    One Time License

    Q. Does Track-It! support mobile devices?

    We do not have any information about what devices Track-It! supports

    Q. What other apps does Track-It! integrate with?

    We do not have any information about what integrations Track-It! has

    Q. What level of support does Track-It! offer?

    Track-It! offers the following support options:

    Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials