# BMC FootPrints Reviews **Vendor:** BMC Helix **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 3.5/5.0 **Total Reviews:** 57 ## About BMC FootPrints Easy to own, use & extend IT service management for mid-size organizations. Create personalized experiences for your employees to increase their productivity. Admins can quickly configure end-to-end business services for IT and beyond. FootPrints integrates with other systems such as BMC Client Management, Active Directory, SQL Databases & more. Configurable capabilities streamline the automation of service delivery, improving employee satisfaction and IT's reputation with your business users. ## BMC FootPrints Reviews ### 1. Flexible Queue Views and Multi-Assign Tickets, but the Interface Feels Dated **Rating:** 3.0/5.0 stars **Reviewed by:** Reggie R. | Lead IT Project Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** April 16, 2026 **What do you like best about BMC FootPrints?** I like being able to create multiple views of my queue, and I also appreciate that I can assign tickets to multiple people. **What do you dislike about BMC FootPrints?** The interface felt very outdated. Also, the solutions/knowledge base section was confusing and difficult to navigate. **What problems is BMC FootPrints solving and how is that benefiting you?** Footprints served as a ticketing system that allowed users to submit tickets and IT staff to track and work on them. ### 2. BMC footprints **Rating:** 1.5/5.0 stars **Reviewed by:** Kevin P. | Information Technology Support Services Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 06, 2024 **What do you like best about BMC FootPrints?** Nothing at all but it worked. There wasnt much to like. **What do you dislike about BMC FootPrints?** Over priced and the reporting sucked. Not a fan of the platform. **What problems is BMC FootPrints solving and how is that benefiting you?** We left BMc FootPrints and went to Freshservice. ### 3. BMC Footprints - problematic and slow **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2022 **What do you like best about BMC FootPrints?** BMC Footprints allowed us to set up an on-site server to support our instance of c-support. There was also a good process to set up the software and the corporate trainer did as well as can be expected to help us get started. **What do you dislike about BMC FootPrints?** The software was slow, and everything ground to a halt sometimes taking ten seconds to move forward. The end user's experience was very confusing and did not allow for searching. Frequently end users just chose the first category they could and went on. Integration with other software was non-existent. Reporting was very clunky. There was no way to refer to tickets via URL. **Recommendations to others considering BMC FootPrints:** Choose a different provider. This is not the one. **What problems is BMC FootPrints solving and how is that benefiting you?** It, unfortunately, created more problems than it solved. We had to work around the software to get any use out of it from time to time. The speed caused a lag in production and ticket entry. ### 4. Footprints is a pretty good service desk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** July 09, 2020 **What do you like best about BMC FootPrints?** What I like best about Footprints Service Desk is that it is highly configurable. You can create all kinds of categories and group teams. I like that you can reply to an email that has been generated by the system rather than having to open up the web application. **What do you dislike about BMC FootPrints?** The thing that I dislike about Footprints is that the interface is just too busy. There are too many boxes and buttons everywhere. Most of them are never used. Too many boxes, I supposed that this can be modified by it is not clear how to do this from the user level. **What problems is BMC FootPrints solving and how is that benefiting you?** We use it as a ticketing system to manage user issues and also change management. ### 5. Stable and Configurable Enterprise Service Desk **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2020 **What do you like best about BMC FootPrints?** Footprints Service desk is can be extensively customized and configured, if you put in the time you can get it to do what you want. For our organization that led to creating different workspaces for 30+ different departments and groups and configuring each workspace with individualized settings depending upon the work being done. This helped avoid the cookie cutter approach other systems use. **What do you dislike about BMC FootPrints?** It's a very complex and expensive product. Between the license, support and time needed to implement and maintain the software it's tough to get a decent return on your investment. We had to put 100+ hours of staff time into configuring workspaces to meet our requirements along with on going time to maintain existing and add new workspaces as needs change. **Recommendations to others considering BMC FootPrints:** It's a good and stable product but make sure it's the right fit for your organization. **What problems is BMC FootPrints solving and how is that benefiting you?** We use Footprints to manage our customer facing and internal service and support request tracking. It has allowed us to use one system to go from a customer reporting a problem, to an engineer investigating a problem and if needed a software developing writing new software to correct a problem. ### 6. Easy **Rating:** 5.0/5.0 stars **Reviewed by:** Kyra D. | Degree Audit Assistant, Enterprise (> 1000 emp.) **Reviewed Date:** October 28, 2019 **What do you like best about BMC FootPrints?** Footprints allows an user to manage multiple things in the work environment such as service desk and workflow automation, manage changes, service requests, and other types of incidents. It is a very good software for case resolution. **What do you dislike about BMC FootPrints?** There is not many things to dislike about the Fooprints software. I would say that initial configuration can be difficult. For those who do not really understand about technology, it can also be difficult to understand how it works and what are all the possible functions. **What problems is BMC FootPrints solving and how is that benefiting you?** Footprints has made it easier for a worker to access, respond, and manage changes according to the client's needs. It is a great tool to communicate and display queries and multiple tickets without it being overwhelming for the user. ### 7. Footprints to IT Help **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** November 12, 2019 **What do you like best about BMC FootPrints?** I think it’s super convenient we can send and monitor and track IT Support requests from any location. **What do you dislike about BMC FootPrints?** At this time I have not found anything about footprints that I dislike **Recommendations to others considering BMC FootPrints:** I highly recommend the use of footprints for any organizations IT needs. It is the best method of creating tickets and tracking the progress until completed **What problems is BMC FootPrints solving and how is that benefiting you?** Footprints makes it super easy for me to open tickets to resolve my students IT related issues ### 8. Helpdesk ticketing work horse **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** September 10, 2019 **What do you like best about BMC FootPrints?** Good for sharing incoming tickets among geographically distributed staff, and also good for having all questions come in to one email address and be triaged out to specialists. Lets us analyze the tickets and responses later, which helps with planning. **What do you dislike about BMC FootPrints?** Even when "pared down," has many more fields than we need. **Recommendations to others considering BMC FootPrints:** Our centers are beginning to transition from FootPrints to FreshDesk, for whatever that's worth. **What problems is BMC FootPrints solving and how is that benefiting you?** Large volume of incoming requests for help (~1200 in 4 weeks at some times of the year) go to one email address. Team handling that can easily either handle the ticket or pass it off to the right team. Email notifications keep everyone in the loop. ### 9. Footprints for IT Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2019 **What do you like best about BMC FootPrints?** Footprints provides a very easy and convenient way for me to open IT related issues for my students. **What do you dislike about BMC FootPrints?** The only downside to footprints is there is so many follow-up emails that tend to flood my inbox. Just one or two follow-ups would be sufficient. **What problems is BMC FootPrints solving and how is that benefiting you?** The prince is a great way for me to be able to resolve IT related issues for students when I am working remotely and have them taken care of in a timely manner ### 10. It works but v.12 seems less efficient than v.11 **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** April 09, 2019 **What do you like best about BMC FootPrints?** I like that the timer runs automatically when issue is in edit mode, as it saves me from having to remember (and inevitably forgetting) to track time working on an issue. I also like that the type of issue is identified in the case number/ID (prefix, e.g. INC-1234 or SR-1234 or KB-1234). **What do you dislike about BMC FootPrints?** I really dislike the search in v.12. I seem to get one of two results; either nothing, because the precise search terms aren’t producing, or everything, because the only way to see any results is to use general terms, but then we have to visually search a huge list. I also dislike that I’m not able to fully customize my view, particularly the “subscription” column, which we don’t often use but is still “1st” (at left) column and takes up a lot of horizontal screen space. It can be de-selected/hidden, but only until the page or queue is refreshed, at which point the column reappears, right back in the most prominent position. Another change I find unhelpful is the loss of the ability to resend files previously attached to issue via email update notification. V.11 offered a box to check next to each attached file to re-send as an attachment to the update notification emailed to the customer, but v.12 doesn’t offer a comparable feature/option—at least not that we have found. We have a low file size quota per ticket so instead of attaching the same file multiple times, we have to delete the attachment and then re-upload it in order to send to the contact. What a Waste of time. **Recommendations to others considering BMC FootPrints:** Invest in customization to fit specific needs and in thorough training/support for implementation and functional teams. **What problems is BMC FootPrints solving and how is that benefiting you?** Despite the downsides, Footprints is still a valuable tool for tracking service requests, incidents, change requests, and the like. We don’t currently utilize the knowledge base features to the full possible extent, but it would be great if we did. I can definitely see how it could increase efficiency for agents and could add to our client self-service resources, if made accessible to non-agents (but still under authentication rather than public). ## BMC FootPrints Discussions - [What is BMC FootPrints used for?](https://www.g2.com/discussions/what-is-bmc-footprints-used-for) - [Report Creation Help](https://www.g2.com/discussions/36373-report-creation-help) - 1 upvote - [View BMC FootPrints pricing details and edition comparison](https://www.g2.com/products/bmc-footprints/reviews/bmc-footprints-review-40322?section=pricing&secure%5Bexpires_at%5D=2026-05-28+17%3A55%3A45+-0500&secure%5Bsession_id%5D=dadbd17d-4e41-446b-be92-28ed153a345c&secure%5Btoken%5D=2f92bfc0240e5ed21ffcfe0f4f6898c2ec392e63606243d1cb937a763bf82be6&format=llm_user) ## BMC FootPrints Features **Administration** - Change Management - Asset Management - Reports & Analytics **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top BMC FootPrints Alternatives - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (951 reviews) - [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) - 4.2/5.0 (70 reviews) - [CA Service Desk Manager](https://www.g2.com/products/ca-service-desk-manager/reviews) - 4.2/5.0 (19 reviews)