Track-It! Reviews

Pros

Getting started with it felt very simple and I appreciated how much functionality it offers.

Cons

A few tasks felt more complex than they probably should have been.

Pros

Simple to work with and fairly easy to manage, it fits small businesses well when it comes to tracking changes, handling support and documenting resolutions for issues that come up regularly.

Cons

It does the job for its intended use but it does not scale as well as some competing products. Integration options are limited and the self-service portal is also very basic.

Pros

It gives a lot of flexibility across the board, from ticketing and asset management to reporting. The level of customization is one of its strongest points.

Cons

Connecting it with other systems can be a little finicky at times and may take extra troubleshooting to get everything working properly.

Pros

Works well for our help desk and access management needs, it helps solve a number of day-to-day issues. I also really enjoy the layout.

Cons

It feels expensive for what it offers so a careful evaluation is necessary before deciding to purchase it.

Pros

It isn't overly complicated. The layout is fairly direct so it's pretty simple to use.

Cons

it doesn't feel very efficient and the latency makes it unreliable at times.

Pros

Honestly, there's really nothing about it that I enjoy. I started pushing for my organization to move away from it by my second week in this role.

Cons

Compared with other tools in the same category, it feels old, outdated and far behind. I really do not like using it and I wish the rest of my team would agree to move on from it. Adding end users is unnecessarily difficult depending on which version you are working in, whether that is the client or web version and it always seems to be going down. It does offer a lot of options but unlike something like JIRA, you actually have to spend a lot of time learning how to use Track-It!. On top of that, it is insanely expensive and simply not worth what it costs.

Pros

It has been really useful for managing both our business and IT issues. It gives our support team a simple way to organize and track tickets by category which helps keep everything in order.

Cons

The software is very simple to use. The only thing that matters is choosing the right issue category so the ticket gets routed to the correct group for resolution.

Pros

At first glance, the interface looked appealing and the layout was organized well enough that each integration module could be viewed separately.

Cons

It is nowhere near what it used to be before BMC took over and pushed the product toward integrating with their "free" help-desk. We were shopping for asset management, not a help-desk solution and the whole experience ended up being frustrating and disappointing. The BMC client service gets installed as part of network discovery but it does not uninstall properly so removing it has to be done manually. The 995 package includes 50 licenses and because everything depends on the help-desk module, it can only discover 50 endpoints which basically forces you to buy additional licensing. Like a lot of asset management software, it runs on SQL but even when we installed it on a fresh Windows Server 2016 setup, it still took multiple sessions with their engineer and help desk just to get it working which should not have been necessary at all. On top of that, the SQL services keep failing and have to be restarted by hand and their engineer/help desk was unable to resolve it. The final issue and honestly one of the most serious, is that the platform is built on older code so special characters cannot be used in passwords and there is no two-factor authentication. In a time when security is critical, that kind of limitation is unacceptable and could leave your system exposed to something as serious as ransomware.

Pros

This rewrite fixes a lot of the issues people called out in reviews of version 11.x and earlier. It's now fully web-based, includes a mobile app and comes with a built-in report writer. The ITAM side is especially strong and Client Management for Track-It also includes a CMDB, SLM, remote management, patch and deployment tools, plus features that make compliance much easier to manage.

Cons

It would still be nice to have the option to add custom fields. That said, there are already quite a few custom fields available and the form designer lets you remove the ones you don't need so it's not a big problem.

Pros

It keeps me organized day to day. Having all of my assigned tickets in one place makes it much easier to stay on top of things and I can quickly check any updates on ongoing issues. The email notifications are really helpful as well.

Cons

I don't have any real complaints about the software. We use it every day and plan to keep using it.

Pros

Placing an IT help request takes very few clicks so the whole process feels simple and user-friendly. The platform also has a neat, clean layout that makes it pleasant to use.

Cons

There is not much to complain about overall. The only thing missing is a way to track the progress of a request and real-time updates would make it even better.

Pros

The platform was consistently reliable and we never ran into any outages.

Cons

Customer support was very helpful whenever needed. That said, the client interface was hard to work with and the overall UI felt outdated and not very user-friendly.

Pros

Keeping up with user requests and unresolved issues is much more manageable with this software and it helps me stay organized without much effort.

Cons

After a classification category has been used, it apparently can't be removed. That makes it harder to update incident classifications later since I have to scroll through a long list of setup criteria that aren't even being used anymore.

Pros

The interface is simple and makes ticket management simple to handle. The reporting module is especially comprehensive and that's the part I appreciate the most.

Cons

Adding new audit steps or adjusting the current workflow can be a bit time-consuming to complete.

Pros

Found it quite user friendly and the hardware and software inventory modules are definitely useful.

Cons

It tends to slow down when working with larger databases and the reporting feature could be better.

Pros

It does a really good job of automating asset management and help desk ticket tracking. It's helpful being able to quickly see which computers we have, what software is installed on them and who is assigned to each one.

Cons

audit feature can be a bit buggy at times when dealing with older operating systems.

Pros

This has been a really solid option for managing IT helpdesk tickets. Our helpdesk team uses it regularly and the reporting it provides has been very useful.

Cons

we really haven't run into anything worth complaining about.

Pros

It's dependable ticketing software that does the job well for businesses that don't need a lot of advanced features.

Cons

It doesn't offer as many options as some other help desk ticketing platforms.

Pros

Submitting work order requests yourself and keeping track of job progress has been really useful.

Cons

Communication around jobs can be a bit inconsistent at times and feels slightly temperamental.

Pros

I appreciate how stable it is. The customization is also a big plus especially when it comes to adding fields. It really feels like the options are almost unlimited.

Cons

The on-prem version's interface feels a bit outdated and could use a more modern look. That said, this is partly just my personal preference because I'm not a fan of the overall views.