# 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. ## 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/track-it-review-512397?section=pricing&secure%5Bexpires_at%5D=2026-05-30+21%3A46%3A08+-0500&secure%5Bsession_id%5D=f97698d1-40fb-4703-b852-fb4055446026&secure%5Btoken%5D=0b765b2298606d56b23e7151f6e34282f9737b82afca19264caba0fd171158f6&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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