Track-It! Reviews & Product Details

Track-It! Overview

What is Track-It!?

Newly redesigned, fully web based integrated Help Desk and IT Asset Management system designed for small to medium sized companies to be affordable to own, easy to install and configure and easy to use. Track-It! includes modules for Help Desk, Asset Management, Endpoint Management, Software Deployment, Patch Management, Change Management, Purchasing, Self Service, Dashboards, Reporting, SLAs, Business Rules and more.

Track-It! Details
Website
Languages Supported
German, English, French, Italian, Portuguese, Spanish
Product Description

IT Help Desk Software


Seller Details
Seller
BMC
Company Website
Phone
713 918 8800
Year Founded
1980
HQ Location
Houston, TX
Twitter
@BMCSoftware
53,780 Twitter followers
LinkedIn® Page
www.linkedin.com
6,799 employees on LinkedIn®
Description

BMC is a global leader in software solutions that help IT transform traditional businesses into digital enterprises for the ultimate competitive advantage.

Show More

Track-It! Screenshots

Track-It! Reviews

Write a Review
Filter reviews

LinkedIn®
Connections
Popular Mentions
Showing 84 Track-It! reviews
Popular Mentions
Showing 84 reviews
Filter Reviews
Filter Reviews
Sort by
Ratings
Company Size
User Role
For Category
All Industries
Review Type
Region
Already have Track-It!?
Write a Review
Senior Systems Analyst
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I like the self service portal for users. Review collected by and hosted on G2.com.

What do you dislike?

At times it is a little clunky. There are certain areas that could be more polished. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take the time to really learn it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Keep track of help desk requests. Review collected by and hosted on G2.com.

Show More
Show Less
IT Support Technician
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Track-It's helpdesk has made it so that users can easily address issues to IT staff, and guarantee a response and resolution. We've been able to implement a closed-loop ticket process, ensuring that users are informed of work being performed on their issue, as well as ensuring that they have the final say on when an issue is closed and marked as resolved. Inventory management has provided a single-source repository for equipment information, allowing for planned upgrades and continuance of support agreements to keep us up and running Review collected by and hosted on G2.com.

What do you dislike?

Track-It's interface can take some getting used to; although it is heavily customizable, some UI elements take a bit of training and getting used to to find the exact data you may need when in a particular issue ticket. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Track-it can seem daunting with the amount of customization it allows, but it's best to roll with it out-of-box and determine how to set up your environment as necessary changes present themselves through implementation / early testing. After a few weeks of using the software, the custom data fields and sorting options / filters we created presented themselves and were relatively easy to implement. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Track-It is the first true "Ticketing System" we implemented, and has provided nothing but excellent changes for our team's external and internal communication. Being able to communicate between the team in a ticket, and only provide necessary updates to users has allowed us to much more easily track issues, identify potential future issues, and keep our support for our users on track. Review collected by and hosted on G2.com.

Show More
Show Less
IT Helpdesk Coordinator
Chemicals
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I like the Technical Client part, where information is presented in a very organized manner, and the fact that the product is flexible enough to allow you to customize it easily. Up to my knowledge, there is no other system equally powerful to deal with tabular data, or to let you customize it. Track-it! is literally made for tracking, this time even check-ins/check-outs of equipment, software licensing, and inventory great scanning feature over your network. Review collected by and hosted on G2.com.

What do you dislike?

The only thing I can find is the lag when going from one screen or section to another. This is one of the best products I've ever worked with. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

We find Track-it very useful because it helps us track our issue users and their requests. We've improved their overall experience, and we've benefited from it ourselves. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Our main problem was inventory control, where Track-It intervened the most, but it also helped us with Work Order resolution. Productivity is growing on both instances, which I assume is the logical consequence of keeping end users satisfied and connected Review collected by and hosted on G2.com.

Show More
Show Less
Ruby on Rails Developer
Professional Training & Coaching
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
Information Technology Staff
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

It is very simple to install, configure and adapt to operation. Regarding this, note that the help desk service available is easy, since you can communicate with users quickly, tickets are easy to manage, prioritize, notify and assign to each user.

It has all the essential functions of a Help Desk, such as the management of asset and software licenses, a self-service portal and also something that I think is very important, a mobile interface.

I also have to commit that its integrated report engine Crystal Reports is quite powerful, easy to use and gathers all the necessary data to give a good support. Review collected by and hosted on G2.com.

What do you dislike?

The customization of the program is somewhat limited. In terms of functionality is pretty good and meets all that promises, but if it is true that if you could customize some features more thoroughly or make certain changes in the configuration would be an even deeper program.

It also does not allow separate workspaces, which is also a limitation.

Crystal Reports as I said before is a very powerful tool, but it also requires a wide knowledge to take advantage of all the information you can get from this program, if you do not have experience in similar systems it is something complex to learn. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Although it has some limitations of personalization I consider that if you want an economic help desk software, easy to use and that can help you give a better attention to your clients, Track-it! it's a good option. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Mainly it has served us to have an automated Help Desk system that allows us to give a faster, more flexible and constant attention.

The ticket management system allows us to solve doubts quickly with the employees and the reporting system helps us to understand, modify or improve our personal attention. Review collected by and hosted on G2.com.

Show More
Show Less
Senior Network Engineer
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Once a ticket is entered, anyone can update what they've done on it; this avoids duplication of effort. Review collected by and hosted on G2.com.

What do you dislike?

Once an entry has been made, it is impossible to edit it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The most useful thing about it is that it allows us to quantify all the work we do. Review collected by and hosted on G2.com.

Show More
Show Less
Teacher
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

This product makes submitting and tracking tickets for support a breeze! Review collected by and hosted on G2.com.

What do you dislike?

Can't say that there is anything I dislike about this from the user side. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I highly recommend this product for your help desk needs! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Help desk & tracking requests for support. Review collected by and hosted on G2.com.

Show More
Show Less
IP
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Difficult to use reporting. CS IS NO help they said I needed to go to training Review collected by and hosted on G2.com.

What do you dislike?

Reporting is terrible, there isn’t an easy way to get the list software on computers Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

the ticketing system is its best fiction users can write their own tickets Review collected by and hosted on G2.com.

Show More
Show Less
UN
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Reports are easy to generate with custom filters. I can quickly find the data I need and export to other programs. Review collected by and hosted on G2.com.

What do you dislike?

The system has a lot of nuance and isn’t intuitive. I needed someone to walk me through it when I first launched. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are continuing to utilize track it for reporting purposes. Review collected by and hosted on G2.com.

Show More
Show Less
Enterprise Specialist/Analyst
Computer & Network Security
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Makes tracking tickets, and notifying requester, and tech easy. Weather it is in the application or the handy web interface. It is easy for anyone who has user a Microsoft app to use with little on no coaching.

Its' customization takes a bit of work but is worth it. Review collected by and hosted on G2.com.

What do you dislike?

The solutions area could handle attachments better. I would like it to be more like a wiki. It is a feature I would use more if the contents of the attachments were searchable as well. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Get a test copy, there is a total rewrite coming this year, may want to as for beta access. (2018) Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are tracking Help desk tickets. Review collected by and hosted on G2.com.

Show More
Show Less
UR
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Easy to search for old tickets and change views and filters to find what you know Review collected by and hosted on G2.com.

What do you dislike?

Id like to be able to delete comments, and have the 'save' button not erase the 'add note' section Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Keeping track of all customer issues and filtering past issues to find solutions Review collected by and hosted on G2.com.

Show More
Show Less
UF
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It's simple to use, easy to search and look at of the end users' issues up front Review collected by and hosted on G2.com.

What do you dislike?

I dislike having to hit "add note" before I save. You should make the save function automatically add the note Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are able to give the end user a short ticket number to reference in their future calls regarding their issue Review collected by and hosted on G2.com.

Show More
Show Less
UB
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Track it is very easy to use. Has a wonderful help desk that makes it great and efficient to manage business and employees. Review collected by and hosted on G2.com.

What do you dislike?

I dislike that sometimes it can be hard to manage lots of people through track it. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Definitely try it and try other product management tools as well Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Managing business projects so that it is clear and visible to do so. One great benefit is that progress is scaled efficiently through Track it. Review collected by and hosted on G2.com.

Show More
Show Less
AN
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

I like the organization of this product the most, it helps with tracking service orders and requests as well as documenting all the work involved with each task. Very helpful and useful tool for keeping track of your work. Review collected by and hosted on G2.com.

What do you dislike?

I think the software can use a bit of improvement on the features it provides such as inventory and asset management purposes. The ability to keep track of the equipment would definitely be very beneficial if this feature was added. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I highly recommend Track-It! as a tool for managing work orders and tickets. It is a great tracking tool for any IT company to use. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I solved problems for customers using Track-It! and it was definitely beneficial to be able to follow up with users and my team on certain work orders that were assigned to me. Review collected by and hosted on G2.com.

Show More
Show Less
POS Expert
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Trackit it's a windows app thet lets a comapny have control over the tech support tickets, licenced software.

It is installable on a local server and has it's own web interface to let users to interact with it on a web browser without having to install the client.

Has the hability yo send mail to users . Review collected by and hosted on G2.com.

What do you dislike?

The app is very slow to open, to retrieve a work order (ticket), find on saved answers... you name it... Review collected by and hosted on G2.com.

Recommendations to others considering the product:

keep an eye on the amount of simultaneous users because each one cost a license. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The company has about many locations and with this software we can track the tech support events to all users. Review collected by and hosted on G2.com.

Show More
Show Less
UI
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Good tracking software for helpdesk tickets Review collected by and hosted on G2.com.

What do you dislike?

A little cumbersome to use, hard to find answers to closed tickets Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Helpdesk ticket tracking Review collected by and hosted on G2.com.

Show More
Show Less
AB
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Can manage various different things and run reports of progress of help desk tickets Review collected by and hosted on G2.com.

What do you dislike?

can't edit or put my notes in a ticket if someone is already in it or forgets to exit out of that ticket Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Help desk prioritizing, Asset Management Review collected by and hosted on G2.com.

Show More
Show Less
Network Administrator
Law Practice
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

We mostly use Track-It for Purchasing, keeping track of PO's etc. I mostly like that we are able to add receipts to each PO but also like that I can filter my searches when I'm looking for specific receipts. Review collected by and hosted on G2.com.

What do you dislike?

So far I have not had any problems with Track-It and I don't seem limited in the functions I'm trying to perform. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you need an easy to use product for tracking Purchase Orders and other vendor relations then TrackIt is the way to go. We have been very pleased with it and plan to utilize other features of the product rather than just the purchasing portion. From what I looked at in the Help Desk portion, it left something to be desired but I believe that with a little tweaking we could get it to suit our needs very well. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are tracking all of our purchase orders. We have an outside vendor who does a lot of our purchasing so it's helpful when she is able to enter all of our PO's and add receipts and notes, etc. Makes it very easy to reconcile my Amex each month! Review collected by and hosted on G2.com.

Show More
Show Less
AH
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

This has been a good ticketing system for us. Review collected by and hosted on G2.com.

What do you dislike?

It can be a little temperamental at times. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Work order tracking, Self-Service work order generation Review collected by and hosted on G2.com.

Show More
Show Less
AH
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Its easy to search for items and manage tickets. Its a simple interface thats easy to learn. Review collected by and hosted on G2.com.

What do you dislike?

The user interface is too bland. Would prefer it of it was fancier. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Helps track help desk tickets Review collected by and hosted on G2.com.

Show More
Show Less
Support Services Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Track-It may look as a simple, small and compact client-server application for handling tickets and asset management. You'll be surprised. Not only you have a full ticket and asset management system, but you'll also get a Purchases module, a Software Licenses module (both interacting with the Inventory one, for the assets - more on that later), a useful and underrated Library Module for keeping track of assets and equipment borrowed and returned, mobile support via web, and the full might of Crystal Reports XI - yes, the FULL Crystal Reports XI application is included for free - for very, very comprehensive and customizable reports, actually one of the most powerful reporting solutions out there. Even for extra licensing, you can have Remote Control on your assets and Barcode Management - interfacing with your Inventory. Review collected by and hosted on G2.com.

What do you dislike?

Track-It! is a client-server solution, which means it's a product that must be installed on-premises with a centralized server. That means that it could be seen as a aging solution for modern XXI-century companies, which tend to favor Cloud-based solutions against local ones. That being said, there's not much more to dislike from such a compact yet powerful solution. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Track-It has it all in a single package. If you don't have a problem with installing on-premises (or, of course, if you require it to be on-premises for regulatory issues or compliance), you need to give it a try. Track-It, as it's usual, provides you a 30-day trial run free of charge for your evaluation. If you have basic-to-medium IT Helpdesk needs and also require Asset Management with no hassle, by all means try it. It delivers. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

For SMBs that are in a budget, and don't want (or can't) to invest in bigger Enterprise-grade solutions, Track-It! is an all-around winner. For us, the main benefit certainly lies in the Barcode asset management capabilities and the very advanced reporting features of Track-It! with Crystal Reports in tandem. Also, the somewhat forgotten Library (for borrow-return control of assets and equipment) is a definitive plus for our operations. Review collected by and hosted on G2.com.

Show More
Show Less
Senior Executive
Telecommunications
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

I've used REMEDY/Track It TOOL by BMC. Basically it is used for ticketing too. We manage all the users issues by Remedy and it is very reliable tool.

Best reporting tool as well. Review collected by and hosted on G2.com.

What do you dislike?

Much slower than expected.

Complex UI.

Some mandatory fields are more annoying.

Features wise more improvement needed. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It is high end product I would highly recommend this though it is slow but more useful. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We can get all the users issues at one place and we can track them easily.

We can do Trend analysis by generating reports. Support level can be managed in this tool itself.

Overall good product and much needed in BIG organization. Review collected by and hosted on G2.com.

Show More
Show Less
AP
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The self-help password reset feature is a huge selling point. It's easy for users to register and use. Review collected by and hosted on G2.com.

What do you dislike?

Configuration is a little daunting at times. The pre-sales meetings seem to indicate that everything is customizable. But there are definitely a few things you can not do with as you wish. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Get all of your questions answered before purchasing. Pre-sales support is leaps and bounds above general tech support. That being said, they do still get our issues worked out, it just takes a little longer. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We needed a way to keep track of our issues and graph out trends. Track-It is helping us to see where our common issues lie as well as help us to become more efficient and resolve issues faster. Review collected by and hosted on G2.com.

Show More
Show Less
Sales Administration Analyst
Utilities
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Good work order management for tracking IT requests. Review collected by and hosted on G2.com.

What do you dislike?

The UI is a bit outdated and there is a lot that I don't know. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Work order management for IT requests. Review collected by and hosted on G2.com.

Show More
Show Less
Help Desk Specialist
Biotechnology
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The system will notify you when there is a reply. Also great filtering system on topics Review collected by and hosted on G2.com.

What do you dislike?

I haven't been able to figure out if you are able to send screenshots within a message inside the program Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Please implement pictures into replies when responding to a ticket within the software or ability to create multiple templates depending on ticket. Overall will save time for the technician. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Help Desk. Networking. Profile issues Review collected by and hosted on G2.com.

Show More
Show Less
Do you work for Track-It!?