BMC Track-It for Windows

User Reviews

• Does what it promises

  Expresso9523/18/2015

  Pros

  Very configurable. Support has been helpful Cost effective

  Cons

  Missing a few desired features. Client loads slow.

  Summary

  Overall the product has delivered as advertised. We're running version 11.4 and have not come across and major bugs as described in earlier versions. The support staff has been helpful in resolving issues and setup was as expected. We had a few problems with the web interface but after contacting support we were able to resolve the issues. There are a couple features I wish were in the product such as auto notification when a ticket is unassigned after a certain amount of time and also scheduling auto assignments for after hours but some of our in house developer are working around the issues. As for the price I compared at least 6 other products and Track IT did deliver more value for the dollar. I'm not sure why other reviewers are complaining about the price, we saw similar solutions for 2 or 3 times the price. There are less expensive solutions such as Jira Help Desk (we use Jira for project management) but after reviewing the product we felt it fell short in several areas and relied too much on third party add-ons. I would recommend getting an eval version and see for yourself.

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• great help desk software

  abathrick11/14/2013

  Pros

  Great work order tracking, great inventory tracking, easy to use

  Cons

  the library feature needs some improvement

  Summary

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• Help Desk & asset management made easy

  BDuker10/16/2013

  Pros

  Workstation discovery and audit tool makes keeping track of your computer assets a snap. Inventory management is simple and easy to use as well as thorough and effective. Installation is direct and simple, and once installed, there are a wealth of local help documents that can take you step-by-step through nearly all of the features and how to set them up. The mobile technician client works great with our iPads! The self service website is also very simple and powerful, giving users easy 24/7 access to the help desk and ticket status. Active Directory Integrated.

  Cons

  E-mail filter rules are a bit clunky at times. Purchasing module lacks some of the features I need, but is decent overall. User account security safeguards are almost nonexistent.

  Summary

  Overall, Track-It gives you a wide variety of enterprise help desk &#38; asset management features at a cost that comes in dramatically lower than any enterprise software of it's kind. It's wide variety of features make it easily the best product on the market for entry, to mid-level companies.<br /><br /><span class='notifyMsg'> Updated </span>on Oct 16, 2013<p/>IT should also be noted that BMC's software upgrades and updates include and sometimes exclusively focus on content requested by actual licensed users through their online user forum and idea submissions. BMC has been extremely responsive to our suggestions and so far, software upgrades have included two of our own suggested feature upgrades within the past year.

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• First-Rate Help Desk and Asset Management Tool

  sgz9/20/2013

  Pros

  Installation is easy as are the upgrades. Plenty of established reports with the ability to create custom reports. Does a great job for asset management/inventory. Work Orders are easy to create, copy, etc. Web tool is great. Library and Training modules provide many benefits. Priced right. Support is one of the best.

  Cons

  Customizing can be a little tricky if you're trying to be too create. Maybe feature like Contract Management would be a useful module.

  Summary

  We've been using Track-It since 2004 and it's one of the tools we have no intention of changing. It's easy to use and accomplishes important tasks. Integrates perfectly with the vendor we use for after-hours help desk support. Their support team is fantastic. The upgrades always include useful new features.

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• Excellent help desk tool

  mdbayless9/20/2013

  Pros

  Easy to setup, cost effective, hardware and software inventory

  Cons

  if you want the ability to do major customization this isn't for you but if you need a system that works and is straight forward this is it

  Summary

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• NOT recommended

  influent4/4/2012

  Pros

  Hmm. I guess it does what it's supposed to and has lots of fields and history, when it works.

  Cons

  Constantly having problems with the service/database. Insanely expensive.

  Summary

  Oh the irony of help desk software that's too buggy to use.

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• nonenonenonenone

  davidbforbes11/28/2011

  Pros

  nonenonenone

  Cons

  Won't install if you have more than their version of SQL installed.

  Summary

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• Great product. Been using Track-It since 2004.

  sgz10/24/2011

  Pros

  Provide outstanding tech support. Their team is extremely knowlegeable and ready to help. We use for tracking Help Desk calls, Inventory and Training. Easy to use.

  Cons

  Slow on occassion when Inventory audits are merging.

  Summary

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• Lousy software

  laurechipman10/8/2010

  Pros

  We use it for bug tracking, and it's better than nothing.

  Cons

  We use it for bug tracking, and ironically, TrackIT is full of bugs.

  Summary

  Web interface locks me out constantly, so I've given up on that. But the regular TrackIT client crashes whenever my VPN disconnects. And whenever it crashes, I get a cascading series of about 10 error dialogs to dismiss. Did they think to do any error checking at all?

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• Works (slowly) Kludgy Setup &#38; Lacking in Documentation

  YSLGuru2/11/2010

  Pros

  It does provide automated functionality &#38; tracking as advertised and it runs on an open SQL Server setup so one can dig into the data if they dare

  Cons

  Kludgy setup (on the DB Side) Possible Security Concerns with regards to the database setup Often is very Sloooow

  Summary

  The problem with Trackit is its lack of complete documentation and requirement that you as the user "Trust" the software. It runs on SQL Server and the only requirement is that you setup a login with sysadmin level access and the application will handle the rest. As a DBA I can tell you this is asking a lot. It's like letting a locksmith install your locks and alarms and keep the master keys &#38; password for the locks &#38; system himself an dnot give you the ability to know what those are or how to change them. Very unsecure. This approach is ideal for small setups that have no true DBA but for all other companies this requirement on the security of the DB server is asking for a big leap of faith.

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