--- title: Track-It! Reviews meta_title: 'Track-It! Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 100 reviews by the users' company size, role or industry to find out how Track-It! works for a business like yours. aggregate_rating: rating_value: 3.7 review_count: 100 scale: '5' date_modified: '2026-08-07' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # 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. 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. ### 2. Software does the job needed for help desk software **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Civil Engineering | Mid-Market (51-1000 emp.) **Reviewed Date:** August 08, 2017 **What do you like best about Track-It!?** Reliability and consistency. It does a good job of tracking tickets and reporting for IT staff and management **What do you dislike about Track-It!?** 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 **Recommendations to others considering Track-It!:** i find solutions like Desk.com and others to be better. They are web based, mobile apps available, more responsive and comparable in price. **What problems is Track-It! solving and how is that benefiting you?** IT tickets. Our employees submit Track-IT tickets to receive support. The benefits are good prioritization and reporting. ### 3. Wouldn't be my first choice. **Rating:** 1.5/5.0 stars **Reviewed by:** Amanda D. | Oracle Master User - Order to Cash, Oil & Energy, Enterprise (> 1000 emp.) **Reviewed Date:** January 05, 2017 **What do you like best about Track-It!?** 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. **What do you dislike about Track-It!?** 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. **Recommendations to others considering Track-It!:** I would consider other options. I've seen better service desk software. **What problems is Track-It! solving and how is that benefiting you?** 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. ### 4. Lots of features, but messy interface **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Mining & Metals | Enterprise (> 1000 emp.) **Reviewed Date:** April 25, 2017 **What do you like best about Track-It!?** It captures everything we need to document request for help, solutions, and history of problem-solving. **What do you dislike about Track-It!?** 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. **Recommendations to others considering Track-It!:** Simplify your implementation. Only use it for what you need. Make small customizations that allow your users to use Track-It in consistent ways. **What problems is Track-It! solving and how is that benefiting you?** Documenting and tracking all help requests, the process to resolution, and the final solution. We also do tracking for SOX audits in Track-It! ### 5. Track-It works for Incident management but lags behind curve on new features **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Law Practice | Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2017 **What do you like best about Track-It!?** Tickets can be generated via email and are automatically pulled into Track-It. **What do you dislike about 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. **What problems is Track-It! solving and how is that benefiting you?** 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. ## 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?filters%5Bnps_score%5D%5B%5D=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+12%3A06%3A39+-0500&secure%5Bsession_id%5D=57cfc4a3-ed0b-4504-97fd-c7e5880dc232&secure%5Btoken%5D=c5df86b654cf1a2fde08f555f174749433034fd0b49892f7457f28dc19a37a13&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 - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Access & Usability** - Mobile - Self Service - Active Directory - Mobile Access **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 - Third-Party Integrations **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **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 - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Track-It! 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