BMC Track-It for Windows

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Developer’s Description

By BMC Software

Gain control of your IT helpdesk and asset management operations.

Track-It 2019 help desk software is the latest in a long line of releases, each one taking the concept of what an IT help desk can achieve to the next level. Track-It 2019 is a complete IT help desk & powerful integrated IT asset management tool at an affordable price. At the heart of Track-It is the Help Desk, which provides you with a view of your incidents, problems and change requests.

Track-It helps automate and streamline your IT support processes so that you can respond and deliver resolutions to end users more quickly than ever before. Track-It is also more than just help desk software. It's a single integrated suite for IT end point management offering Help Desk, Automated Asset Discovery, Asset Auditing, Patch Management, Software Deployment, Mobile Device Management, Remote Control, Bar-code scanning for physical inventory, end-user satisfaction survey, Active Directory User Importing and Authentication, Change Management, Software License Management, Knowledge Management, End-user self service web portal, IT Purchasing, customizable Dashboards with drill down and custom Reports for metrics analysis and reporting.

Track-It is accessible via a cross browser web based client or mobile device interface application which supports iOS and Android devices. With Track-It IT help desk software, you will feel confident in your ability to improve customer service, decrease response and resolution times and lower your IT costs.

BMC Track-It for Windows

Used BMC Track-It for Windows? Share your experience and help other users.

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Full Specifications

GENERAL

Release: April 21, 2019

Latest update: February 29, 2024

Version: 2019-r1

OPERATING SYSTEMS

Platform: Windows

Operating System

Windows 10
Windows 7
Windows 8
Windows Server

Additional Requirements: None

POPULARITY

Total Downloads: 138,987

Downloads Last Week: 3

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Last Updated

User Reviews

3/5

35 User Votes

Does what it promises
Expresso952March 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.
great help desk software
abathrickNovember 14, 2013
Pros
Great work order tracking, great inventory tracking, easy to use
Cons
the library feature needs some improvement
Summary
Help Desk & asset management made easy
BDukerOctober 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 & 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.
First-Rate Help Desk and Asset Management Tool
sgzSeptember 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.
Excellent help desk tool
mdbaylessSeptember 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
NOT recommended
influentApril 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.
nonenonenonenone
davidbforbesNovember 28, 2011
Pros
nonenonenone
Cons
Won't install if you have more than their version of SQL installed.
Summary
Great product. Been using Track-It since 2004.
sgzOctober 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
Lousy software
laurechipmanOctober 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?
Works (slowly) Kludgy Setup & Lacking in Documentation
YSLGuruFebruary 11, 2010
Pros
It does provide automated functionality & 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 & password for the locks & 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.