# Track-It! Reviews **Vendor:** BMC Helix **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 3.7/5.0 **Total Reviews:** 100 ## About 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! Reviews ### 1. Nice tool with a great Name **Rating:** 4.0/5.0 stars **Reviewed by:** Hector D. | Test Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 04, 2024 **What do you like best about Track-It!?** this tool was very atractive to me because of the name and also the importance of a good and frendly functionanity during my use of it **What do you dislike about Track-It!?** works very smooth and i like the way the organization use this tool **What problems is Track-It! solving and how is that benefiting you?** this kind of tools fix the lack of follow up and status of requisitions or service request. ### 2. A Solid Business help desk Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Aryan K. | Software Engineer, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** December 16, 2023 **What do you like best about Track-It!?** Track-It is a valuable and resourceful tool for tickets and other assets management. The software design is also very user friendly making it simple and easy to use. Users can start working with this software without any learning complications. Also the last important aspect is cost, its very reasonable and affordable especially if your organization has a lot of users. **What do you dislike about Track-It!?** Two things I'd like to point out where Track-it can improvise is the automation capabilities and customer support. **What problems is Track-It! solving and how is that benefiting you?** In our organisation we use Track-It to track tickets and manage assets, This software has an affortable pricing and it makes simple and easily navigable, saving our teams a lot of time and effort. ### 3. Easy to use, does what it needs to **Rating:** 4.0/5.0 stars **Reviewed by:** Luis Alberto R. | Support Technician, Enterprise (> 1000 emp.) **Reviewed Date:** September 15, 2023 **What do you like best about Track-It!?** Track-IT! simple to use, it does what it needs to do - for how complex ticketing and asset managment can be Track-It really makes it simple, the UI is pretty simple **What do you dislike about Track-It!?** one thing that oculd be improved is the "Automation" behind it, atleast within the version we used the automation wasnt as extensive as it was with ServiceNow, or ManageEngine **What problems is Track-It! solving and how is that benefiting you?** It's primarly used as a ticket tracking tool for the service desk, and asset tracking tool for the desktop support team. the tool worked well for the team of 6 analysts ### 4. Best IT help desk software - Track-It **Rating:** 5.0/5.0 stars **Reviewed by:** Abi R. | Assistant Manager - International sales, Enterprise (> 1000 emp.) **Reviewed Date:** December 12, 2023 **What do you like best about Track-It!?** Simple interface and the system to keep track fo entire ticket status is awesome **What do you dislike about Track-It!?** The problem in nudging the tickes I feel little difficult. **What problems is Track-It! solving and how is that benefiting you?** Systematic view of keep tracking all the records and queries of the employees ### 5. One of the best tool ITSM **Rating:** 4.0/5.0 stars **Reviewed by:** Gulam G. | Security Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2023 **What do you like best about Track-It!?** Track-It is very user friendly to use it ans graphical interface is very clear which is easily understandable for every one **What do you dislike about Track-It!?** Not yet I haven't seen. But if little bit more fast it would be a great tool. **What problems is Track-It! solving and how is that benefiting you?** All good but little but more fast would be grateful to all. ### 6. A reliable IT help desk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** October 25, 2023 **What do you like best about Track-It!?** It's a comprehensive solution for IT team to manage tickets, assets and endpoint **What do you dislike about Track-It!?** It lack some integration such as cloud based access **What problems is Track-It! solving and how is that benefiting you?** It help me and my team with asset management process ### 7. Had a great experience with Track-it **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Fishery | Small-Business (50 or fewer emp.) **Reviewed Date:** November 20, 2023 **What do you like best about Track-It!?** The best feature I'd say would be Customet Service and reasonable price. It was also easy to implement in my system. **What do you dislike about Track-It!?** At times, it becomes unstable/buggy but not always **What problems is Track-It! solving and how is that benefiting you?** It's easier to work on the tickets using this tool as most of it is automated ### 8. game changer **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Media Production | Mid-Market (51-1000 emp.) **Reviewed Date:** October 26, 2023 **What do you like best about Track-It!?** its very easy to understand and implement in day to day work activities. Very good response from the customer support team and i use it almost every 2 days. **What do you dislike about Track-It!?** Nothing so far as it is a well rounded application **What problems is Track-It! solving and how is that benefiting you?** tracking the spends in business has never been easier ### 9. Helpdesk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 26, 2018 **What do you like best about Track-It!?** Good tracking software for helpdesk tickets **What do you dislike about Track-It!?** A little cumbersome to use, hard to find answers to closed tickets **What problems is Track-It! solving and how is that benefiting you?** Helpdesk ticket tracking ### 10. The easiest way to manage your help desk and assets **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Public Relations and Communications | Small-Business (50 or fewer emp.) **Reviewed Date:** May 31, 2022 **What do you like best about Track-It!?** It's easy to keep track of your computers with the workstation discovery and audit tool for inventory management; Inventory management is extremely thorough as well as simple and easy to use. It is integrated with Active Directory. The mobile technician client is a great fit for our iPads, and installation is straightforward. The local help documents can give you step-by-step instructions on how to set up nearly all the features. **What do you dislike about Track-It!?** The user account security is almost nonexistent. I find the email filter to be clunky at times. The purchasing module is missing some features I want, but overall is okay. **What problems is Track-It! solving and how is that benefiting you?** Integration with after-hours help desk provider is seamless. Support team is top-notch. Upgrades always bring useful new features. The setup (minor niggle during installation) was excellent as well as the support provided to us by the company. ### 11. Tracks everything you could want, weak search function **Rating:** 4.0/5.0 stars **Reviewed by:** Laura A. | Business Process Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2021 **What do you like best about Track-It!?** There are fields for anything you could ever want to track with a work order. You can also make parent/children tickets, which is handy when there are system-wide issues for which many users submit work orders for the same thing. If a server is down and we get ten work orders, we make one the parent, add the other nine as children, and when we resolve the server issues, we only have to close the one parent ticket to close all 10 work orders out. **What do you dislike about Track-It!?** The search function is weak. It brings back fuzzy matches even on exact ticket numbers because there is no way to specify if you're searching by ticket number, text from ticket notes, or anything else. Just one search bar for everything. And the longer the phrase you try to search, the less reliable the results will be, even if it is a word-for-word excerpt from an existing ticket. **What problems is Track-It! solving and how is that benefiting you?** We are using Track-It for our IT work orders, Finance support requests, and building maintenance requests. We've been able to track things much more efficiently and consolidate various systems into one so that staff doesn't have to learn three different processes. They can reach out for IT, finance, or maintenance issues all in the same way. They also have constant visibility on their tickets rather than having to request an update by email. ### 12. Used it for years and loved it **Rating:** 4.0/5.0 stars **Reviewed by:** DEREK L. | N, Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2022 **What do you like best about Track-It!?** Ease of creating work orders and closing **What do you dislike about Track-It!?** reports and inventory when we used it was not great **What problems is Track-It! solving and how is that benefiting you?** havent had any sadly we no longer use it ### 13. East to Manage , simple tool to implement ITSM standards in your organization **Rating:** 4.0/5.0 stars **Reviewed by:** Renford joseph D. | Senior Technical support analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** November 12, 2021 **What do you like best about Track-It!?** Ease or management and implementation, Ability to create business rules with ease. Hosting is possible with little infrastructure resources.UI has been straightforward to handle incidents and other resources **What do you dislike about Track-It!?** Application times out occasionally when it's left ideal for a period of time. **What problems is Track-It! solving and how is that benefiting you?** Tracking incidents and changes with ITSM standards ### 14. TrackIT 20XX **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Enterprise (> 1000 emp.) **Reviewed Date:** October 08, 2021 **What do you like best about Track-It!?** The older versions were capable to be ITIL compliant **What do you dislike about Track-It!?** the new versions are losing important functionalities that prevent us from upgrading **Recommendations to others considering Track-It!:** Newer versions not supporting ITIL **What problems is Track-It! solving and how is that benefiting you?** ITSM Ticketing management. INC, REQ and CHG management ### 15. Track it it's better then not having something. **Rating:** 0.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2018 **What do you like best about Track-It!?** This software isn’t worth the time to set it up. It has contastant freezing issues. The lack of integrated features cause the software to not be worth the effort to install it **What do you dislike about Track-It!?** Ease of use. If anything is the only positive **Recommendations to others considering Track-It!:** Hard pass. Not worth your time **What problems is Track-It! solving and how is that benefiting you?** They make it impossible to like, worth the nickel and diming aspect of the software. They have modules for things like remote assistance, and email ticketing. However they are ala cart only and tend to be much more expensive then other alternatives. ### 16. Trackit **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2021 **What do you like best about Track-It!?** It is better then keeping track in access DB **What do you dislike about Track-It!?** had less function and features than BMC service desk **What problems is Track-It! solving and how is that benefiting you?** tracking IT staff Work orders working task ### 17. Good start-up incident tracking software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Track-It!?** It is easy to configure right out of the box. **What do you dislike about Track-It!?** The software is not very customizable and might not be practical for large businesses. **What problems is Track-It! solving and how is that benefiting you?** We used it for tracking IT incidents. ### 18. Track IT Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** January 27, 2021 **What do you like best about Track-It!?** Its fully functional. I like every feature about it **What do you dislike about Track-It!?** There really isnt thing i dont like about it. **What problems is Track-It! solving and how is that benefiting you?** We use it for helpdesk and change management and asset management ### 19. Track-it! is a very efficient help desk and ticketing system **Rating:** 4.0/5.0 stars **Reviewed by:** Thorsten Y. | Senior Systems Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** October 23, 2020 **What do you like best about Track-It!?** I like the self service portal for users. **What do you dislike about Track-It!?** At times it is a little clunky. There are certain areas that could be more polished. **Recommendations to others considering Track-It!:** Take the time to really learn it. **What problems is Track-It! solving and how is that benefiting you?** Keep track of help desk requests. ### 20. Track-It Keeps IT Staff Organized and Assets Untangled **Rating:** 4.0/5.0 stars **Reviewed by:** Jason L. | IT Support Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** December 02, 2019 **What do you like best about Track-It!?** 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 **What do you dislike about Track-It!?** 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. **Recommendations to others considering Track-It!:** 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. **What problems is Track-It! solving and how is that benefiting you?** 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. ### 21. Great Help Desk Product **Rating:** 4.0/5.0 stars **Reviewed by:** Carlos M. A. | IT Helpdesk Coordinator, Chemicals, Mid-Market (51-1000 emp.) **Reviewed Date:** July 31, 2019 **What do you like best about Track-It!?** 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. **What do you dislike about Track-It!?** 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. **Recommendations to others considering Track-It!:** 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. **What problems is Track-It! solving and how is that benefiting you?** 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 ### 22. Quick help desk with good features **Rating:** 3.5/5.0 stars **Reviewed by:** Curtis C. | Information Technology Staff, Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2019 **What do you like best about Track-It!?** 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. **What do you dislike about Track-It!?** 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. **Recommendations to others considering Track-It!:** 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. **What problems is Track-It! solving and how is that benefiting you?** 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. ### 23. TrackIt works as a Help Desk tool for keeping track of tickets. **Rating:** 2.5/5.0 stars **Reviewed by:** David H. | Senior Network Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2019 **What do you like best about Track-It!?** Once a ticket is entered, anyone can update what they've done on it; this avoids duplication of effort. **What do you dislike about Track-It!?** Once an entry has been made, it is impossible to edit it. **What problems is Track-It! solving and how is that benefiting you?** The most useful thing about it is that it allows us to quantify all the work we do. ### 24. Outdated ticket tracking system **Rating:** 3.0/5.0 stars **Reviewed by:** Yaniv R. | Managing Director, Mid-Market (51-1000 emp.) **Reviewed Date:** December 19, 2017 **What do you like best about Track-It!?** Simple to use, though can be a bit complex to configure and get the maximum out of. It used to be a good issue tracking application. However, compared to modern and newer issue tracking systems available today, it seems that this system have become outdated, and is not updated as much as it should be. **What do you dislike about Track-It!?** The system is now lacking a lot of features, and the features that is has are not integrated together well enough to make it easy to utilize it to the extent that it be used. **Recommendations to others considering Track-It!:** Just compare Track-IT! to other Issue tracking/management solutions out there and see what is best for you. This product is definitely lacking in many of the requirements that my organization needs. I believe this product is outdated and for the same cost you can get much better products. **What problems is Track-It! solving and how is that benefiting you?** I'm a supervisor at service support and we use Track-it to manage the help-desk/service desk. ### 25. Efficient & Reliable **Rating:** 3.5/5.0 stars **Reviewed by:** Jennifer G. | Teacher, Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2019 **What do you like best about Track-It!?** This product makes submitting and tracking tickets for support a breeze! **What do you dislike about Track-It!?** Can't say that there is anything I dislike about this from the user side. **Recommendations to others considering Track-It!:** I highly recommend this product for your help desk needs! **What problems is Track-It! solving and how is that benefiting you?** Help desk & tracking requests for support. ### 26. A powerful help desk tool **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** September 22, 2019 **What do you like best about Track-It!?** Reports are easy to generate with custom filters. I can quickly find the data I need and export to other programs. **What do you dislike about Track-It!?** The system has a lot of nuance and isn’t intuitive. I needed someone to walk me through it when I first launched. **What problems is Track-It! solving and how is that benefiting you?** We are continuing to utilize track it for reporting purposes. ### 27. Track-IT! the right tool for the job **Rating:** 5.0/5.0 stars **Reviewed by:** Robert R. | Senior IT Systems Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** June 13, 2018 **What do you like best about Track-It!?** 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. **What do you dislike about Track-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. **Recommendations to others considering Track-It!:** Get a test copy, there is a total rewrite coming this year, may want to as for beta access. (2018) **What problems is Track-It! solving and how is that benefiting you?** We are tracking Help desk tickets. ### 28. Easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** March 03, 2019 **What do you like best about Track-It!?** Easy to search for old tickets and change views and filters to find what you know **What do you dislike about Track-It!?** Id like to be able to delete comments, and have the 'save' button not erase the 'add note' section **What problems is Track-It! solving and how is that benefiting you?** Keeping track of all customer issues and filtering past issues to find solutions ### 29. Does the job **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** January 29, 2019 **What do you like best about Track-It!?** It's simple to use, easy to search and look at of the end users' issues up front **What do you dislike about Track-It!?** I dislike having to hit "add note" before I save. You should make the save function automatically add the note **What problems is Track-It! solving and how is that benefiting you?** We are able to give the end user a short ticket number to reference in their future calls regarding their issue ### 30. Track it **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** December 13, 2018 **What do you like best about Track-It!?** Track it is very easy to use. Has a wonderful help desk that makes it great and efficient to manage business and employees. **What do you dislike about Track-It!?** I dislike that sometimes it can be hard to manage lots of people through track it. **Recommendations to others considering Track-It!:** Definitely try it and try other product management tools as well **What problems is Track-It! solving and how is that benefiting you?** 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. ### 31. Great tool for IT tickets **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Enterprise (> 1000 emp.) **Reviewed Date:** July 30, 2018 **What do you like best about Track-It!?** 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. **What do you dislike about Track-It!?** 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. **Recommendations to others considering Track-It!:** 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. **What problems is Track-It! solving and how is that benefiting you?** 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. ### 32. Trackit help desk software **Rating:** 3.0/5.0 stars **Reviewed by:** Sergio Antonio E. | POS Expert, Enterprise (> 1000 emp.) **Reviewed Date:** April 12, 2018 **What do you like best about Track-It!?** 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 . **What do you dislike about Track-It!?** The app is very slow to open, to retrieve a work order (ticket), find on saved answers... you name it... **Recommendations to others considering Track-It!:** keep an eye on the amount of simultaneous users because each one cost a license. **What problems is Track-It! solving and how is that benefiting you?** The company has about many locations and with this software we can track the tech support events to all users. ### 33. Excellent Product **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** January 14, 2019 **What do you like best about Track-It!?** Can manage various different things and run reports of progress of help desk tickets **What do you dislike about Track-It!?** can't edit or put my notes in a ticket if someone is already in it or forgets to exit out of that ticket **What problems is Track-It! solving and how is that benefiting you?** Help desk prioritizing, Asset Management ### 34. Track-It Review **Rating:** 4.0/5.0 stars **Reviewed by:** Kelly A. | Network Administrator, Law Practice, Mid-Market (51-1000 emp.) **Reviewed Date:** January 05, 2018 **What do you like best about Track-It!?** 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. **What do you dislike about Track-It!?** 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. **Recommendations to others considering Track-It!:** 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. **What problems is Track-It! solving and how is that benefiting you?** 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! ### 35. BMC Track-It **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2018 **What do you like best about Track-It!?** This has been a good ticketing system for us. **What do you dislike about Track-It!?** It can be a little temperamental at times. **What problems is Track-It! solving and how is that benefiting you?** Work order tracking, Self-Service work order generation ### 36. Informative **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Enterprise (> 1000 emp.) **Reviewed Date:** December 17, 2018 **What do you like best about Track-It!?** Its easy to search for items and manage tickets. Its a simple interface thats easy to learn. **What do you dislike about Track-It!?** The user interface is too bland. Would prefer it of it was fancier. **What problems is Track-It! solving and how is that benefiting you?** Helps track help desk tickets ### 37. One compact all-in-one for all your IT needs **Rating:** 4.0/5.0 stars **Reviewed by:** Jose Q. | Support Services Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2017 **What do you like best about Track-It!?** 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. **What do you dislike about Track-It!?** 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. **Recommendations to others considering Track-It!:** 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. **What problems is Track-It! solving and how is that benefiting you?** 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. ### 38. Overall Good but very Slow Product! **Rating:** 3.5/5.0 stars **Reviewed by:** Abhijeet P. | Manager - GCP & Data Analytics (Data Fusion & Big Query), Enterprise (> 1000 emp.) **Reviewed Date:** December 12, 2017 **What do you like best about Track-It!?** 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. **What do you dislike about Track-It!?** Much slower than expected. Complex UI. Some mandatory fields are more annoying. Features wise more improvement needed. **Recommendations to others considering Track-It!:** It is high end product I would highly recommend this though it is slow but more useful. **What problems is Track-It! solving and how is that benefiting you?** 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. ### 39. So far, so good **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Philanthropy | Enterprise (> 1000 emp.) **Reviewed Date:** January 18, 2018 **What do you like best about Track-It!?** The self-help password reset feature is a huge selling point. It's easy for users to register and use. **What do you dislike about Track-It!?** 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. **Recommendations to others considering Track-It!:** 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. **What problems is Track-It! solving and how is that benefiting you?** 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. ### 40. TrackIt! can track things. **Rating:** 2.5/5.0 stars **Reviewed by:** Kyle L. | Solutions Architecture - Lead, Enterprise (> 1000 emp.) **Reviewed Date:** April 27, 2018 **What do you like best about Track-It!?** Good work order management for tracking IT requests. **What do you dislike about Track-It!?** The UI is a bit outdated and there is a lot that I don't know. **What problems is Track-It! solving and how is that benefiting you?** Work order management for IT requests. ### 41. One of the best ticketing systems available **Rating:** 4.0/5.0 stars **Reviewed by:** Arthur N. | Help Desk Specialist, Biotechnology, Mid-Market (51-1000 emp.) **Reviewed Date:** January 02, 2018 **What do you like best about Track-It!?** The system will notify you when there is a reply. Also great filtering system on topics **What do you dislike about Track-It!?** I haven't been able to figure out if you are able to send screenshots within a message inside the program **Recommendations to others considering Track-It!:** 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. **What problems is Track-It! solving and how is that benefiting you?** Help Desk. Networking. Profile issues ### 42. Track it works pretty well for asset tracking **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2018 **What do you like best about Track-It!?** 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. **What do you dislike about Track-It!?** 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. **What problems is Track-It! solving and how is that benefiting you?** We use it for asset inventory and audit tracking. We also use track it for helpdesk and helpdesk ticket tracking and assignment. ### 43. Good software for my personal computer **Rating:** 4.0/5.0 stars **Reviewed by:** YU-HSIN T. | Piano Teacher. Recorder Teacher. Early Childhood Music and Movement Teacher, Music, Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2018 **What do you like best about Track-It!?** I can use it organize my work documents and handle the tuition easier. **What do you dislike about Track-It!?** It is a little bit expensive for me, as a studio piano teacher. **What problems is Track-It! solving and how is that benefiting you?** Organize all my students’ documents. It’s easy to use and save my time. ### 44. Great for Procedural Work **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2018 **What do you like best about Track-It!?** The software has a to-the-point interface. There's no room for unnecessary features. **What do you dislike about Track-It!?** Along with no room for unnecessary features; there's not much room for features to incorporate the tool into project management software. **What problems is Track-It! solving and how is that benefiting you?** 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). ### 45. Track-It! is great! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** December 22, 2017 **What do you like best about Track-It!?** I love how it help us organize our department and run as efficiently as possible. **What do you dislike about Track-It!?** 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! **What problems is Track-It! solving and how is that benefiting you?** 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. ### 46. Simple Workorder System **Rating:** 5.0/5.0 stars **Reviewed by:** Barbara W. | Network Engineer, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** August 07, 2017 **What do you like best about Track-It!?** 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. **What do you dislike about Track-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. **Recommendations to others considering Track-It!:** Take training before implementing. So there is an understanding of how to setup lookup tables, work with inventory, etc **What problems is Track-It! solving and how is that benefiting you?** 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. ### 47. TrackIt! Simplifies my Professional life! **Rating:** 5.0/5.0 stars **Reviewed by:** Leslie C. | IT Director, Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2017 **What do you like best about Track-It!?** 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. **What do you dislike about Track-It!?** Support has recently moved from Numara Software to BMC. It seems to me that BMC is a little more difficult to work with. **Recommendations to others considering Track-It!:** 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. **What problems is Track-It! solving and how is that benefiting you?** Inventory. Work order management of IT problems. ### 48. Cumbersome and Hard to Use **Rating:** 2.0/5.0 stars **Reviewed by:** Sam B. | Technical Support Analyst, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 12, 2017 **What do you like best about Track-It!?** The purchase ordering feature of Track-It is great for storing details about vendors and customizing the output. **What do you dislike about Track-It!?** 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. **What problems is Track-It! solving and how is that benefiting you?** 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. ### 49. Small to Medum **Rating:** 4.0/5.0 stars **Reviewed by:** John L. | Sr. Network Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** December 22, 2017 **What do you like best about Track-It!?** Versatile solution, overall very easy solution to manage **What do you dislike about Track-It!?** a little more on the reporting side of things. **Recommendations to others considering Track-It!:** very good help desk **What problems is Track-It! solving and how is that benefiting you?** ticketing and asset management ### 50. Track-It! Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** August 08, 2017 **What do you like best about Track-It!?** 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 **What do you dislike about Track-It!?** 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. **Recommendations to others considering Track-It!:** It is a great product, just make sure you renew the support. **What problems is Track-It! solving and how is that benefiting you?** 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. ## Track-It! Discussions - [What needs improvement with Track-It! to better support your IT help desk operations?](https://www.g2.com/discussions/what-needs-improvement-with-track-it-to-better-support-your-it-help-desk-operations) - [What is Track-It! used for?](https://www.g2.com/discussions/what-is-track-it-used-for) - [View Track-It! pricing details and edition comparison](https://www.g2.com/products/track-it/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-14+12%3A43%3A25+-0500&secure%5Bsession_id%5D=8c45df6b-4a6f-4102-a37f-41717e184181&secure%5Btoken%5D=f81d68a0af21cc01463336020fca25a1e4d9cad0e8ec45dc2b27139b32f874b8&format=llm_user) ## Track-It! Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Change Management - Asset Management - Reports & Analytics **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Generative AI** - AI Text Generation - AI Text Summarization **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Access & Usability** - Mobile - Self Service - Active Directory **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Track-It! 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