The ease of use and reliability. The way the system can be configured and organized to fit any company and industry is amazing. Review collected by and hosted on G2.com.

Nothing. Its an amazing app. And looking forward to upgrading to version 12. Review collected by and hosted on G2.com.

You are able to track where your help request ticket is in the system. Review collected by and hosted on G2.com.

It's rather clunky/cumbersome. Too many buttons to click, too many steps to follow through to get to the page I need. Review collected by and hosted on G2.com.

The ability to communicate effectively between multiple workspaces has been a huge plus for us. We use FootPrints across our organization, and the ability to cross-workspace copy a ticket is incredibly useful when we need another department's help to resolve an issue. Review collected by and hosted on G2.com.

Finding closed tickets even a couple of days later can be challenging. A search feature would help with this. Unnecessarily confusing word choice can make navigation difficult (after two years of use, I still sometimes forget the difference between "Descriptions" and "Details). The web client is stable but on the slower side, which can be annoying when you're trying find an issue that's ten pages in. Last but certainly not least, when editing a question, it is easy to forget to click the "Contact" box to send your response to the customer. It would make a lot more sense to me if the default were to send to the customer; however, this may be configurable. Review collected by and hosted on G2.com.

That it is customizable. There seems to be a great number of customizable fields and feature rich layers in the ticket categorizing components.

Global ticket system seems to be very helpful as well. Review collected by and hosted on G2.com.

Taking ownership of tickets and performance. When taking individual ownership, in addition to the standard drop down menus, you also have to manually browse for your name under your group and add. This is tedious and should also be a simple drop down that is searchable. IE, click dropdown and then type first three letters of last name and wallah ticket assigned.

Also, every time you update there is a delay and sometimes it can be a significant delay which acts as a deterrent to updating tickets. Review collected by and hosted on G2.com.

I like the ease of use. Once I started using Footprints it did not take me long to get comfortable. The escalating to other groups or adding multiple assignees to one ticket is very useful. This is one of the better ticketing programs I have used over the years. The reporting aspect is very robust. You can creat your own reports based on certain criteria.

The customer is also alerted when you closed his or her ticket Review collected by and hosted on G2.com.

While I dont thinks it is that bad, adding time spent on each ticket I need to expand that section. I tkind of slows down the flow as you are working or opening a ticket. Also if mutiple people have worked on the same ticket only the person who closes the ticket gets the credit. I am not sure if this is built in or if it is hte way managment is pulling the data. Review collected by and hosted on G2.com.

Footprints offers a lot when it comes to capturing data and automating workflows for issue handling. It has fairly robust reporting capability that allow you to run reports against tickets and export data in CSV format so you can maniupulate this data using another product such as Excel.

Footprints does offer some very nice features around automation, such as notification rules that you can use to call attention to things like aging tickets, or escalations. It also has a useful capacity for workflow ticket templates so that you can create a master ticket with several subtasks for jobs that require multiple steps and teams to resolve (like onboarding a new employee). Review collected by and hosted on G2.com.

Footprints offers chart-based reports for data visualization but they are downright ugly, extremely limited and difficult to use. It's a good think you can export data to Excel because I have had to rely exclusively on this for any real data analysis. The aforementioned automation features are difficult to set up and require a steep learning curve to understand. My biggest complaint, however, is that Footprints offers no real way for an organization to customize its own workspaces without having to be given access to the entire Footprints organization, which is a serious limitation for companies like mine that use a Footprints service hosted by an outside vendor. Setting up escalation rules and other features appears to involve developer-level knowledge of the system, which is odd considering how other productins like Intellieach's IQTrack appear to make this sort of customization easy. Review collected by and hosted on G2.com.

There is a decent amount of customization which can be a bit overwhelming depending on what the business wants to do but allows for a thorough implementation.

Global outages are tracked there too and here the popups are actually helpful so that end users and help desk can clearly see that perhaps there's a network outage in the NY office and that's the reason why you can't print out there. Review collected by and hosted on G2.com.

It is not the fastest system and relies heavily on popups. It could also be our internal process that is slow but making changes (such as adding a team, adding a new group as an assignee) can all take a long time to get published. That could be more of our internal process but I've been told that it takes a while. Review collected by and hosted on G2.com.

Fantastic up time. In the several years that we've used BMC Footprints we have only seen perhaps one or two issues with the web site becoming unavailable. I am also fond of the ability to create detailed ticket templates for frequently documented issues. This will auto populate fields of your choosing with values of your choosing and will save you time when creating a ticket type that you handle frequently.

I also like their dashboard for reporting a lot. We can quickly and easily create reports for ticket types for a specific office across a customizable date range to see what problem types and total amount of issues of each problem type are occurring in that office. It can also generate a mean time to resolve issues report that will track median and mode as well. we reference these reports often.

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I don't like that i can only see one queue at a time on the main page. It seems like it should be easy to add a second queue to appear to the side of or below your primary queue. This makes switching from seeing tickets in one queue to another more clumsy than it should be.

Also on occasion when i have a ticket window open and am updating a ticket, footprints will refresh my queue in the background which will cause my update window to close. I then have to go back into the ticket and redo my updates as when the window is forced to close, I lose my changes. Review collected by and hosted on G2.com.

Footprints has a very straight forward UI. The aid of graphical widgets on the home screen assist in keeping on on task and giving them a visual representation of their weekly/monthly/total metrics. Review collected by and hosted on G2.com.

The advanced search features are complicated. The tabular setup and the use of a 'Go' button (instead of Search) does not make much sense. Review collected by and hosted on G2.com.

It easy to use when opening a new issue ticket, becasue it saves previous entry information. so I dont have to start from scratch Review collected by and hosted on G2.com.

I feel like it hard to scarch for previous ticcks. you have to be too specific about what you are looking for. I Think we need to have some type of history on user accounts that will make it easier. Review collected by and hosted on G2.com.