Honestly, when my work switched from our previous ticket software I didn't really enjoy FootPrints. It seemed too complicated for just tracking tickets. Now, however, I love using it. It has a lot of great features and has gotten way easier to use. I love the integration with Active Directory, we just type in the users username and hit enter and it populates the contact information for us. Review collected by and hosted on G2.com.

For me it had a higher learning curve to it. This is solved by either watching tutorials or going through training. Once you get the hang of it, it is actually really good software that is pretty easy to use. A feature I wish they had though is the ability to maintain your filters. I filter the tickets a lot and it sucks having to recreate the filters every day I log in. Review collected by and hosted on G2.com.

Footprints is a solid jack-of-all-trades in business process automation. Although it's 100% ITIL compliant, it's not tied to deal only with IT-related processes; it can help your organization to automate as easily a Service Desk department as a Legal, HR, Finance or even Inventory unit with no hassle. Review collected by and hosted on G2.com.

The Service Analytics module for reporting and dashboard is quite robust, but it needs either to be more flexible (especially with specialized reports such as the SLA ones) or to allow seamless third-party reporting solutions integrations, such as BMC Track-It! - BMC Footprints' relative - with Crystal Reports, for example. Review collected by and hosted on G2.com.

One of the greatest features that I wanted when I was researching a service desk product was the ability to make a ticket approval process easier to maintain for accountability Review collected by and hosted on G2.com.

The initial install and setup of the software was simple, but with out proper training, you will be missing out features that are needed to use the product the way it was designed Review collected by and hosted on G2.com.

The quick descriptions and templates are extremely helpful when making tickets. Review collected by and hosted on G2.com.

The auto refresh feature only has 15 minutes and above, but it would be nice to have it continuously updating so tickets come into the queue and I see them faster. Review collected by and hosted on G2.com.

I like best how we are able to customize our dashboard to see the tickets that are most relevant to us. Review collected by and hosted on G2.com.

I dislike how it is always required to enter a university username and name because sometimes we do not have this information. Review collected by and hosted on G2.com.

When utilized properly, and I am assigned to the tasks that I am supposed to be by my team, I can easily track work. Review collected by and hosted on G2.com.

It is difficult to track down projects if you are not assigned and/or if you don't have the number for them. Search algorithm could use some work. Review collected by and hosted on G2.com.

It is neat and easy to track and re-assign tickets between departments. Review collected by and hosted on G2.com.

When clients create submissions some tickets are created as a duplicate. Review collected by and hosted on G2.com.

I like how the system does not let you close tickets if you are missing something crucial in the tickets. I also like how there is a different section for internal notes for tickets that allows communication between clients and departments at a time Review collected by and hosted on G2.com.

I dont like the set up of searching for tickets. It is not user friendly and the criteria almost never really find everything that I really need. Review collected by and hosted on G2.com.

FootPrints works great for keeping track of tickets assigned to various workgroups/teams. It allows us to store all work related to incidents in one space, assign sub-tasks to other groups, run reports, etc. It provides email notifications for updates with links back to the ticket. Review collected by and hosted on G2.com.

The interface on the version we are running (11.6) is a bit outdated and clunky, but it does get the job done. You cannot log in from various browsers simultaneously; doing so logs you out of the other sessions, which can be frustrating at times. Review collected by and hosted on G2.com.

It was easy to use once we got used to it. Learning curve was slightly average. I did not like it very much, as I had heard there were other software that were more effective and functional. Review collected by and hosted on G2.com.

Customer recognition by use of their algorithms were consistent however not great. Customization was minimal as far as security parameters were concerned. It would experience several crashes during updates which disrupted the whole process and increased our clients call influx. It was connected to service password resets to user permissions. So, if one server was down, it would take a while for any site to respond to or function at full capacity. Review collected by and hosted on G2.com.