BMC FootPrints Reviews & Product Details

I like being able to create multiple views of my queue, and I also appreciate that I can assign tickets to multiple people. Review collected by and hosted on G2.com.

The interface felt very outdated. Also, the solutions/knowledge base section was confusing and difficult to navigate. Review collected by and hosted on G2.com.

Nothing at all but it worked. There wasnt much to like. Review collected by and hosted on G2.com.

Over priced and the reporting sucked. Not a fan of the platform. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I think it’s super convenient we can send and monitor and track IT Support requests from any location. Review collected by and hosted on G2.com.

At this time I have not found anything about footprints that I dislike Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Even when "pared down," has many more fields than we need. Review collected by and hosted on G2.com.

Footprints provides a very easy and convenient way for me to open IT related issues for my students. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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). Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.