Track-It! Reviews

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.

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.

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.

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.

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.

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.

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.

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!

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.

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.

Get a test copy, there is a total rewrite coming this year, may want to as for beta access. (2018)

We are tracking Help desk tickets.

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.

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.

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.

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.

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 .

The app is very slow to open, to retrieve a work order (ticket), find on saved answers... you name it...

keep an eye on the amount of simultaneous users because each one cost a license.

The company has about many locations and with this software we can track the tech support events to all users.

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.

Much slower than expected.

Complex UI.

Some mandatory fields are more annoying.

Features wise more improvement needed.

It is high end product I would highly recommend this though it is slow but more useful.

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.

The best feature is the ability to create "work orders". With each work order you can enter all the information about the problem, contact info for the requester, and then assign the new task to a certain member of your department based on the problem type, sub type, and category.

Users are then able to see all the tasks that are assigned to them and also which ones are overdue.

Nothing really. Overall it is a very useful software for assigning tasks. There are many features of Track-it! that I have not even used, but as a help desk employee for an IT department it is an excellent software. We are able to easily gather information over the phone/email and enter it all into a work order and assign it to the correct technician.

I have very little experience with other softwares of this type, but Track-it! has been an excellent task manager for our organization

A wide variety of issues ranging from password resets to new software/hardware installs and website error fixes. This software can be used to notify technicians of any issue from any user.

Being able to nest assignments under a ticket. Easy to transfer tickets between technicians. Easy to see all of the tickets in your personal queue on one screen.

I like that there is a web portal, but it isn't as robust as the actual software.

Doesn't require a password for a user to login.

Attachments and emails sometimes don't get saved to the ticket after they are uploaded/sent. Should save automatically.

The email alerts regarding ticket creation, assignment, and overdue tickets seem undependable and random, often repetitive.

The views could be easier to edit to your own liking.

I would consider other options. I've seen better service desk software.

Oracle EBS support - Easy for the general IT Service desk to route tickets to the Oracle Support team.

Other service desk technicians use the same software for managing IT issues across multiple operating companies within the corporation.

The solution was pretty easy to setup and configure and TrackIT seems to provide all of the functionality that we need:

-being able to generate tickets and monitor different email accounts and have them assigned to different techs depending on the email address used

-ability to maintain a solutions page for closed out tickets for future reference

-detailed configurations for different aspects of the ticket: estimated resolution dates, severity, ability to change/re-assign tech to tickets, etc.

-ability to use thick client or a web browser to access tickets & solutions

-Windowd AD SSO integration

I think we probably use less than 10% of the total functionality that TrackIT offers. We do not even use it for the Inventory or Software licensing tracking as we use another piece of software to do those. The dashboard is also a nice feature but I do not use it either.

Great turnkey solution if you need to have something that will be able to drop in place and have up and running in less than a week

We needed a bit more visibility with regards to the requests put into IT, especially when it comes to application development and changes as business process & needs change. The ability to use TrackIT seems to help streamline things not only for the IT staff but also for the non-IT staff to be able to track their requests and also allows for IT to notice trends in issues that may indicate a bigger issue somewhere else.

Very easy to use and very intuitive. While there is a bit more to setting it up, the technicians who use the client and the end users that use self service, there was no training required. The only training needed was a change in our internal process while using it.

We do not use inventory the way it was designed, because we assign asset numbers before they are detected, but we've found workarounds to make that successful. Barcoding would be nice if you could scan the asset and then scan ALL tracked items instead of just one. As a result we manually do inventory.

Take training before implementing. So there is an understanding of how to setup lookup tables, work with inventory, etc

We are an IT department and need to be able to track work we do for other departments in order to bill them back for our services.

Track It is quick to setup. The ticketing features work really well, including skills-based routing of tickets to specific technicians.

Asset management is fairly rudimentary, as is the lending library feature. The knowledge base for common ticket solutions is very cumbersome.

Fully understand your needs and compare it to the features. Like any service desk/service management solution, Track It can do a lot. It does not, however, do all of those things equally well. If your needs are fairly generic, it may be a great solution for you. If you need a lot of automation, it may be insufficient.

We required a low-maintenance help desk ticketing tool. We tried to utilize other features, but found them to be too complex to setup or lacking in necessary features. Track It was our ticketing system for almost 10 years. It served its time, but our organization outgrew it.

The self-help password reset feature is a huge selling point. It's easy for users to register and use.

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.

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.

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.

I love the fact that I can include my inventory, images of the inventory, can create library and solution items for future reference. And, it's all in a very easy to use dashboard.

Support has recently moved from Numara Software to BMC. It seems to me that BMC is a little more difficult to work with.

Track-It! is an amazing product. I truly hope their support picks up and I've only experienced a small hiccup or two because of the switch to BMC.

Inventory. Work order management of IT problems.

The things that I love best about Track It are the ease of use of the app and the speed at which requests are sent. It feels like the second our IT team gets a Track-It they are across our clinic and able to fix the problem instantly. It is awesome!

There is very, very little that I dislike about Track-It! It takes very few seconds to place a Track-It and if I was being super nit-picky I would say that I don't like not being able to close the window once a request is sent.

It feels as though we are solving all the business problems with this tool. Our requests are sent instantly and seemingly responded to just as fast. The multi-department value is unreal!

I like that Track-It actually has a client you can install on a machine. The client is easier to access than a web based system like KACE

The worst part about Track-It is that the auto refresh feature does not work on the app. (there is an option to turn in on, but our office has had no success trying to get this to work) It is very cumber-sum to have to hit F5 to refresh the screen to view new work orders.

It is a great product, just make sure you renew the support.

We use Track-It to manage software and technology issues we experience on a college campus. We also use it to track workload and time spend on a project.

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.

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.

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.

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.

My biggest pro for Track-It is the adaptability of the program to meet our needs. The Help Desk module delivers all the information needed to allow competent ticket resolution to our end users. The inventory module allows for customization and ease of sorting for look up purposes. The overall AD integration from importing users to audit assets makes collecting accurate and complete data a breeze.

There honestly isn't much I can put here. From operation to customer service this product and company have been great to work with.

If you are looking for a product that will provide you with adaptable productivity control and increased end user simplicity, then Track-It is for you!

Our biggest business "problems" that Track-It has been able to address have been "work order" resolution and inventory control. In both instances we have been able to increase productivity by giving our end users a simple interface and an open line of communication.

Track-It makes ticketing very simple. With AD integration and a self-service portal opening tickets is a breeze for the field.

Remote Control feature is not up to par, we use a different 3rd party product and its much better than the built-in control.

Sign up for the trial and use it. Although I had been a former client of Track-IT many years with another company, the new version is just as good as I remembered and we haven't looked back since.

The software allows our Help Desk to answer tickets opened by the staff in over 50 locations to troubleshoot all their problems. We use the Inventory, and Licensing modules as well to keep track of all endpoints and their software. Reporting is simple yet powerful to build our own desired reports.

The system will notify you when there is a reply. Also great filtering system on topics

I haven't been able to figure out if you are able to send screenshots within a message inside the program

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.

Help Desk. Networking. Profile issues

The front end user interface (UI) is mostly straight-forward and easy to use. Track-It! allows you to easily manage support tickets, assets, billing, and more. This also offers a solid reporting section to manage history and trends. The reporting UI is also very user friendly.

I have had some database issues in the past. I highly recommend working closely with support to ensure the proper database maintenance and optimization is taking place.

I highly recommend this product and certainly suggest doing a product demo. You can download and install a trial version of Track-It! to give it a solid test run!

This is a great product for managing IT, maintenance, and other support type services. Track-It! allows easy management of support tickets in both client and web based views.

I like the scanning portion of trackit where we can use it to do an annual count of all our PCs to verify each one has been located for audit purposes. It is also helpful to track our license counts for software.

It does not always pull the correct information for some PCs, it is like there are 2 devices that get mixed and when you audit one unit, the information is populated to a different asset record.

We use it for asset inventory and audit tracking. We also use track it for helpdesk and helpdesk ticket tracking and assignment.

You can easily create/edit work order tickets.

Maybe my institution just has a very old version of this software but if you're a Technician, you can only manage your work orders/queue on a Windows machine. As a Mac user I have to login via VirtualBox. Also, the over-all UI/design is pretty outdated and could use a facelift.

From my experience, I'd much prefer using JIRA or a similar system. Again, it may just be because we have an outdated version, but it's a pretty painful user experience from my personal experience with the product.

We use Track-It integrated with SharePoint for internal issue reporting... with the Web site, with intranet, with Infrastructure, etc.

Reliability and consistency. It does a good job of tracking tickets and reporting for IT staff and management

I find it to be very slow and unresponsive at times. I feel there should be additional features for the online portal. Such as better assistance for self-help and solutions area. Also would like to see a better inventory tracking feature that works more like Lansweeper

i find solutions like Desk.com and others to be better. They are web based, mobile apps available, more responsive and comparable in price.

IT tickets. Our employees submit Track-IT tickets to receive support. The benefits are good prioritization and reporting.

I love the extreme flexibility in customizing how information is presented to you in the Technician Client, and wish other software would adopt the same power and ease of customization for viewing of tabular information.

I love how Track-It! can be used to keep track of software licensing, check-ins and check-outs of equipment, purchase history, inventory of assets (manually entered), customizability of reports via Crystal Reports, and how all of these features (aside from Crystal Reports) are easily accessible from the same program client in addition to Help Desk Work Orders (aka "tickets").

I love how there is a BMC Communities website that opens up public discussions about their software. In the past there had not been such a thing and it was difficult to Google or search for solutions (although they did have a Knowledge Base, but it isn't the same as searching for user generated content).

I love the Change Management feature because it allows you to have a history of accountability and a way of acquiring approvals from co-workers serving certain job roles in the department.

I love how you can have "Assignments" of Work Orders (basically a ticket that is a sub-ticket of another ticket).

I love how you can configure a workflow of tickets based on criteria, but feel that BMC Software has room for improvement in this area because it feels like some options are missing between the configuration dialogues and the button when viewing work orders to apply a policy to a ticket (because it meets certain critera).

Like any other Help Desk & Inventory/Software-tracking software, Track-It! is not perfect and has its own quirks.

I dislike the price tag of 500 USD per Named technician license plus annual support per license, but for a large-small business organization that isn't an issue.

I dislike the Remote Control add-on for Track-It! because it is very clunky, has performance issues, does not always work (unreliable), and is a resource hog.

I dislike that to have automated asset auditing you have to pay licensing per asset. We do our inventory in Track-It! 100% manually. If you can afford the licensing for enough assets in your organization for automated auditing and integrate the log-in script, it can otherwise be very useful when someone logs a ticket and you are needing to know what asset belongs to them.

I dislike how the Solutions module is tied so directly to the Help Desk module that if you have deleting work orders disabled you also cannot delete entries in the Solutions module.

Manual maintenance in purging about a dozen different logs is required to prevent Track-It! from bringing its performance to a crawl. If you wanted to automate this, you have to manually setup scheduled tasks and scripts to perform SQL truncation of the systemlog table, maintain database index health, and occasionally rebuild the search database index. Why this couldn't have been automated from the start I without requiring manual intervention I don't know.

Try the software before you buy it. We were able to get 2-3 months through extensions of trial for Track-It! before we purchased it. You need to see via experience if it is something that will work out well for your department. It is worth taking the time to test it just enough to see if it is maybe something you would like. I recommend dedicating a single person to be the investigator and initial sole administrator of Track-It! so that you have someone on your team who can become thoroughly familiar with Track-It!. This helps because then this person can help to guide the department into using Track-It! effectively and lead into its fullest potential without everyone having to specialize their knowledge in the software. That is what I do for our department and it has worked out well. I have been able to communicate over the years of our Track-It! implementation features of the software that we have not used and how we can make use of them (as I explore and learn them), which has led to a significant growth and dependence on Track-It!.

Track-It! provides a way for our department to prioritize and keep track of all the requests and issues users (our customers) are experiencing in the organization. By requiring users to log tickets via a well known and published company e-mail address, we can maximize our productivity through less distractions while making sure that each item is investigated and closed. This is what any organization's IT department need granted they are not a small business.

This software also helps us to keep track of all of our assets (laptops, PCs, time clocks, TCP/IP video surveillance equipment, etc) and our software licenses. We use the Purchasing module of Track-It!, which has the added benefit of being able to link software licensing to purchases to provide traceability into how we acquired licensed software and proof of ownership through file attachments of invoices.

I love how it help us organize our department and run as efficiently as possible.

I wish the reporting was better. We don't use reporting in Track-It! we have a team that pulls from the database and we do our own reporting outside of Track-It!

We are keeping up with our devices better and have better security with the Inventory module and auditing. This saves us a lot of time vs having to manually search for devices or software like we used to.

The purchase ordering feature of Track-It is great for storing details about vendors and customizing the output.

Everything from pulling reports and adding information is hard to do. The interface is hard to navigate and the connection the SQL database is tenuous at best.

Purchase ordering was really easy because all we had to do was pull info about a vendor or product and put it all together and print the order just how we wanted.

It captures everything we need to document request for help, solutions, and history of problem-solving.

It is painful to navigate. The latest version has a dashboard which is somewhat nice, but still requires me to navigate to find what I need, move to the right fields, fill things out, etc... Yes, it is customizable, but again, it is messy and allows us to customize it into a mess. It's kind of like Windows 95 when techies over-customized their desktops.

Simplify your implementation. Only use it for what you need. Make small customizations that allow your users to use Track-It in consistent ways.

Documenting and tracking all help requests, the process to resolution, and the final solution. We also do tracking for SOX audits in Track-It!

Good work order management for tracking IT requests.

The UI is a bit outdated and there is a lot that I don't know.

Work order management for IT requests.

Versatile solution, overall very easy solution to manage

a little more on the reporting side of things.

very good help desk

ticketing and asset management

Track-it! is software that allows for highly customize-able support tracking. We use it here at my work, and the interface is easy to use and has a good workflow.

Track it! can become cumbersome to update and enhance. It takes quite a bit of work to set up the specialized support tracking and forms. Which can take quite a bit of time, especially when trying to complete a form quickly.

Desktop support requests and issue tracking

The simple interface is intuitive - quick to learn and easy to use. The ability to track existing tickets is helpful. Ability to add screenshots is very helpful, especially using a snipping tool to share error messages. So much easier that emailing issues to the service desk.

Selecting categories for incidents - it isn't always obvious how our help desk wants us to categorize our issues. There's no easy way to prioritize- everyone's own issues is always the priority!

Help desk and service issue logging and tracking.

it is 100% customization we were able to add in our own features and fields. I really love that.

manual edits and set up - we did the set up ourselves and it took a lot longer than we it should have

yes!!!!!!!!!!!

We use it for our help desk and it allows us to email or text the tech.

i like that it can be accessed anywhere, on my work PC or my mobile device

my company may not use it to its potential but I think its laking in be able to share your work orders and complete as a team, instead it seems you must re assign to have another person also be assigned to work. Not good for large projects but seems its met for small tasks

make sure it fits all needs of ur business

Help desk solution for sure, does integrate with other software

Track it is very easy to use. Has a wonderful help desk that makes it great and efficient to manage business and employees.

I dislike that sometimes it can be hard to manage lots of people through track it.

Definitely try it and try other product management tools as well

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.

The software has a fairly small footprint and runs smooth on most machines. Easy to use ticket and asset management tracking.

I'm not a big fan of the native client, I wish there was more support for remote or a web based application.

Better management of assets, software licenses, and most importantly ticket tracking.

How easy it is to use and how easy it is to find purchases and inventory

Software module. I guess if I had had BMC teach me how to use the module I wouldbe more educated, but when you learn from someone who was not trained in using product you are lumited to the knowledge

Good product, outstanding support!

Productivity benefits are amazing

Difficult to use reporting. CS IS NO help they said I needed to go to training

Reporting is terrible, there isn’t an easy way to get the list software on computers

the ticketing system is its best fiction users can write their own tickets

I can use it organize my work documents and handle the tuition easier.

It is a little bit expensive for me, as a studio piano teacher.

Organize all my students’ documents. It’s easy to use and save my time.

TrackIT really shines in their Service Desk and Asset Management software. We were able to handle requests very easily as well as keep track of hardware.

Setting up the software took a lot of time. This is true with most software like this.

We were trying to solve internal IT support requests.

The ability to reference information about anything at my fingetips. I can check out inventory, purchasing and see information about what people call the Helpdesk about.

The program tends to take a long time to open. It is the type of program that cannot handle a brief network interruption.

Go for it. I have only had positive experiences with it.

Managing inventory and tracking purchasing.

ease of use, configurability, functionality, work order tracking module, great customer support

Purchasing Module - I would like if it intergrated with our current ERP system

Use BMC community boards and ask other about product

Keeping track of all user requests for assists and managing our assets

This has been a good ticketing system for us.

It can be a little temperamental at times.

Work order tracking, Self-Service work order generation

It's simple to use, easy to search and look at of the end users' issues up front

I dislike having to hit "add note" before I save. You should make the save function automatically add the note

We are able to give the end user a short ticket number to reference in their future calls regarding their issue

Good tracking software for helpdesk tickets

A little cumbersome to use, hard to find answers to closed tickets

Helpdesk ticket tracking

I was not crazy about track it. We used here for about 5 years.

It was not user friendly. The programs did not work correctly all the time.

We used it for inventory and work order.

Easy to use very quick to create a ticket and track. The drop down options make it easy to fill in all the information needed. The ease of escalating tickets through email and replying to the email goes straight in the notes.

The software was slow to catch up to the times.

It is a very basic product it needs to move in a direction of a full service option with better inventory and knowledge base depositories.

Open and track helpdesk tickets to keep a knowledge base of known issues with known solutions.

Tickets can be generated via email and are automatically pulled into Track-It.

There is not currently a workflow option, replies on tickets do no automatically get appended to the original and instead one ticket per reply is generated which makes it difficult to manage.

we are able to receive incident, requests and general questions. We are able to keep track of current issues and quickly determine a company wide issue.

Ease of use and trainability - seems like we had no issues training end users

We would like to see product have more functionality such as barcode scan inventory addition

BUY IT!

Keeping up with help desk tickets

The software has a to-the-point interface. There's no room for unnecessary features.

Along with no room for unnecessary features; there's not much room for features to incorporate the tool into project management software.

We've used Track-It for all of our IT work; including tracking certain large projects. We've realized a benefit on our procedural, routine work (for accountability and time tracking).