Track-It! Features
Platform (6)
Mobile User Support
Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Customization
Based on 10 Track-It! reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management
Based on 10 Track-It! reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Integration
Integrates with other customer service software to improve support and enhance functionality
Reporting
Based on 14 Track-It! reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress
Dashboards
Based on 13 Track-It! reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance
Ticket and Case Management (8)
Ticket Creation User Experience
Based on 16 Track-It! reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket
Ticket Response User Experience
Based on 16 Track-It! reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response
Workflow
Based on 16 Track-It! reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions
Automated Response
Respond to common requests with standard reply This feature was mentioned in 14 Track-It! reviews.
SLA Management
Offers tools for managing and tracking service-level agreements (SLAs)
Attachments/Screencasts
As reported in 16 Track-It! reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Ticket Collaboration
Share and collaborate on tickets with multiple customer service representatives 15 reviewers of Track-It! have provided feedback on this feature.
Customer/Contact Database
Central repository for account and contact information This feature was mentioned in 10 Track-It! reviews.
Communication Channels (5)
Customer Portal
Based on 11 Track-It! reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Email to Case
Based on 14 Track-It! reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Live Chat Support
Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Voice
Make and receive calls directly in the application. Track and record calls for analysis.
Incident Management (5)
Automate Ticket Routing
Routes tickets automatically to the appropriate user. This feature was mentioned in 36 Track-It! reviews.
Ticket Prioritization
Prioritizes tickets based on factors configured by the user. This feature was mentioned in 38 Track-It! reviews.
Ticket Notifications
Notifies the IT team when a ticket needs action. 40 reviewers of Track-It! have provided feedback on this feature.
Knowledge Base
Provides a forum for answers to common questions. 32 reviewers of Track-It! have provided feedback on this feature.
Knowledge Base/Ticket Integration
Integrates knowledge base articles into a ticket. This feature was mentioned in 33 Track-It! reviews.
Reporting (3)
Dashboards
As reported in 35 Track-It! reviews. Displays important metrics relating to performance.
Time Tracking
Tracks time worked on a ticket. 29 reviewers of Track-It! have provided feedback on this feature.
Surveys
Based on 24 Track-It! reviews. Provides surveys to measure employee satisfaction.
Access & Usability (3)
Mobile
Enables access to service desk features via mobile device. This feature was mentioned in 20 Track-It! reviews.
Self Service
As reported in 31 Track-It! reviews. Enables employees to view the status of their tickets.
Active Directory
Provides a directory of all users within an organization. This feature was mentioned in 32 Track-It! reviews.
Administration (3)
Change Management
Tools to track and implement required IT changes in a system.
Asset Management
Tools to organize and manage all IT assets within an organization.
Reports & Analytics
A means to view and analyze a large amount of data in order to gain business insights.
Service Desk (3)
Help Desk
Based on 10 Track-It! reviews and verified by the G2 Product R&D team. A place for users to submit tickets when they require IT help.
Incident Reports
Based on 10 Track-It! reviews and verified by the G2 Product R&D team. Reports based on IT incidents so IT members can prioritize high risk issues and maintain a record of problems and how often they occur.
Process Workflow
Based on 10 Track-It! reviews and verified by the G2 Product R&D team. The ability to create flowcharts and other means to outline specific processes to ensure that all requirements are met.
Functionality (4)
Ticketing System
Provides a service desk for users to submit tickets for IT-related issues.
Performance Logging
Tracks action-by-action asset performance with machine- or human-readable logs.
Alerting
Creates alerts when tracked assets encounter errors or performance issues.
Automation
Automates repetitive tasks associated with IT service operations and maintenance.
Management (5)
Reporting
Provides graphics, dashboards, and general reporting around IT service, assets, and incidents.
Administration Console
Provides administrative tools for routine maintenance, upkeep, and tracking.
Access Management
Gives administrators control over user privileges and accessibility for IT assets.
Asset Management
Gives administrators control over hardware and software resource allocation and tracking.
Policy Dictation
Controls policies and configurations across business applications and hardware.
Generative AI (2)
AI Text Generation
Allows users to generate text based on a text prompt.
AI Text Summarization
Condenses long documents or text into a brief summary.
Agentic AI - Service Desk (7)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Multi-step Planning
Ability to break down and plan multi-step processes
Cross-system Integration
Works across multiple software systems or databases
Adaptive Learning
Improves performance based on feedback and experience
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Decision Making
Makes informed choices based on available data and objectives
Agentic AI - Help Desk (3)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Agentic AI - IT Service Management (ITSM) Tools (7)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Multi-step Planning
Ability to break down and plan multi-step processes
Cross-system Integration
Works across multiple software systems or databases
Adaptive Learning
Improves performance based on feedback and experience
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Decision Making
Makes informed choices based on available data and objectives
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