Track-It!

Track-It!

by BMC Software

Who Uses Track-It!?

Help Desk and IT Asset Management solution for all businesses with features such as ticket creation, automated emailing, prioritization, notifications/escalations, reporting and more.

What Is Track-It!?

Fully 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, Change Management, Purchasing, Self Service, Dashboards, Reporting, SLAs, Business Rules and more.

Track-It! Details

BMC Software

http://www.bmc.com

Founded 1980

Track-It! Pricing Overview

Track-It! does not have a free version but does offer a free trial. Track-It! paid version starts at US$995,00/one-time.

Starting Price

US$995,00/one-time

Pricing Details

Free video training included. Contact BMC Software for pricing details

Free Version

No

Free Trial

Yes

Deployment

Cloud, SaaS, Web

Installed - Windows

Mobile - iOS Native

Mobile - Android Native

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

Track-It! Features

Help Desk Software
Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
CMDB
Change Management
IT Asset Management
Incident Management
Knowledge Base
Mobile Access
Procurement Management
Remote Control
SLA Management
Self Service Portal

Track-It! Reviews

Showing 5 of 68 reviews

Overall
4,1/5
Ease of Use
4,1/5
Customer Service
4,2/5
Features
3,9/5
Value for Money
4/5
Miguel N.
Information Technology Project Manager & Quality Assurance
13-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    3/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2018/02/21

"Solid option for companies seeking a home grown solution !"

Comments: Control of all my IT department, Assets, ticketing, workload, licences, puchases and knowledge base!

Pros: This is a product that will satisfy your needs, but you have to configure it to do so, all the modules are based and linked among them so this will be a easy to use tool!

Cons: there's no service Catalog, but you can cuastomize one in the categorization and schedule module!, I also think that the module regarding to Training could be a bit more rich in terms of having the course materials in there.

  • Reviewer Source 
  • Reviewed on 2018/02/21
Richard R.
Customer Sales Manager
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    Unrated
  • Customer Support
    5/5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Reviewed on 2015/01/23

"The Price Vs Functionality ratio still separates Track-It! from the rest of the SMBs solutions"

Comments: To summarise; if you are on limited budget but looking for a feature rich product that is going to transform your IT Maturity from chaotic & reactive to proactive, then look no further than Track-It!
I've been associated with Track-It! for over 15 years since version 2. I was part of a small team in the UK that grew the business Track-It! in the UK, using - of course - Track-It!
The pros about Track-It! is that it is a product that is pretty much out of the box, easy to install & configure, with a getting started guide that is prescriptive & can get you up & running in days as oppose to weeks & months. Ultimately when managing a small help desk, you want to know what you are supporting, who is using what you are supporting & then having the ability to communicate with your end users via a number of methods. The when managing the ticket, the ability to categorise, prioritise, assign, notify & escalate. Track-It! allows you to do this all this. Change Requests, Purchasing, Software Licencing & naturally strong reporting capabilities. Track-It! really does have a lot to offer.
From the founding company Blue Ocean Software to BMC Software, the product team is still pretty much in place & very customer centric utilising the in-built communities & customer led feature requests to further develop the product. The model has not really changed since day one that you are able to download a fully functional 30 day demo to evaluate. Trust Track-It! has been a brand backed by it's delivery & it's no surprise that at over 50,000 customers it is the world's most widely installed helpdesk system.
So if you are looking for an integrated help desk & asset management solution, then definitely consider Track-It!
Where Track-It! will be limited is if you are looking for a flexible, fully customisable solution. If this is what you are looking for, then Track-It! is not the right product & BMC offer products such as Remedyforce, FootPrints, Remedy & Remedy onDemand to cater for this requirement.
InfraVision are an elite BMC partner & have witnessed over the last 18 months a significant growth in Track-It! with the UK & Irish markets, which would suggest that companies are looking for simple, out of the box solutions & not implement process for process sake!
We are more than happy to back our words of this review & prior to evaluating, if you would like to receive a Track-It! overview to enhance your evaluation experience, then contact us at [email protected]

  • Reviewer Source 
  • Reviewed on 2015/01/23
Paul G.
VP of IT
Hospitality, 1 001-5 000 Employees
Used the Software for: 2+ years
  • Overall Rating
    3/5
  • Ease of Use
    3/5
  • Features & Functionality
    3/5
  • Customer Support
    3/5
  • Value for Money
    3/5
  • Likelihood to Recommend
    5/10
  • Reviewer Source 
  • Reviewed on 2018/02/12

"TrackIT is an average product that has not changed much in 10 years"

Pros: The locally installed sql database is handy for customizations and integrations. Trackit allows for nested work orders, which I've noticed several other products do not have this feature...

Cons: Lets be clear - Trackit is late 90s early 2000s style thick client app. The web client design is very similar to the thick client. Very little thought put into software quality attributes such as speed or usability. The asset inventory client is bug ridden. We could never get the service to inventory the last 15-20% of computer assets. The server side inventory service would routinely crash as well. The limits on custom work order fields were a problem. The global search across work orders is slow (several minutes) and routinely never returns results. Robust search capability is critical in my opinion. Trackit support has somehow convinced itself this is an unsolvable problem. Overall, it is apparent that BMC dev team is focused elsewhere.

  • Reviewer Source 
  • Reviewed on 2018/02/12
Italo P.
Supervisor
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    4/5
  • Features & Functionality
    4/5
  • Customer Support
    4/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 2018/03/22

"I have worked for more than 4 years with the application and it is very useful to classify incidents"

Comments: Good control of the Helpdesk department management and reporting

Pros: The knowledge database is very broad, it is very good to classify types of incidents and to measure the productivity of the work team.
Its cost is not very high

Cons: Apparently there is no version for Android or IOS, sometimes I think the application is a bit slow and the design is a little outdated.

  • Reviewer Source 
  • Reviewed on 2018/03/22
Amanda W.
Applications Analyst
Hospital & Health Care, 1 001-5 000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 2020/02/27

"Track-It Helps Me Stay Organized"

Comments: Our experience has been great! Helps delegate and track issues in an easy way.

Pros: Track-It Helps Me Stay Organized. I love being able to see all my assigned tickets in one spot and see the updates to the issues. The e-mail notifications are useful, too!

Cons: I don't really have any complaints about the software. We uses it daily and will continue to do so.

  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 2020/02/27