Track-It! Reviews

Pros

The interface is well designed overall and feels user-friendly which makes the software comfortable to navigate and use.

Cons

Over time, the performance tends to slow down so the database really needs better optimization to keep things running properly.

Pros

Excellent software for managing all IT assets and human resources. It lets you assign tickets to technicians and monitor how efficient your support team is which makes day-to-day service management much more organized.

Cons

Getting everything set up is not very simple and users or clients often complain about having to submit a ticket every time they need support. It's not really a flaw in the software itself but it would help if there were a newer or simpler way to create a ticket.

Pros

It’s a convenient asset management software. Several of my coworkers and I were able to figure out how to use it pretty quickly which made the learning curve fairly manageable.

Cons

Its interface feels very dated and the software runs extremely slowly. Considering what it actually offers, the cost also feels much too high.

Pros

Something that has worked really well is the ability to tailor ticket forms around our business requirements. It gives us the flexibility to create different form designs for different departments which makes the system much more practical for how each team works.

Cons

At the same time, the ticket forms can't really be styled to match the company's branding and overall look and feel. It also doesn't provide a way to notify support reps about outstanding tickets which would be very helpful.

Pros

There are plenty of options for SLA notifications which makes it really useful. It's also a very inexpensive product and honestly I have no complaints overall.

Cons

I do wish it had a mobile app for phones. I'd be able to get a lot more done that way.

Pros

The standout part for me has been the support team. They're consistently available whenever a case comes up and the attention they provide is truly excellent.

Cons

The part I've liked the least is the reporting side. Creating reports feels complicated and difficult to use so it would be much better if they improved that area and made it easier and more manageable.

Pros

As a basic ticketing system, it does a solid enough job. Passing along or escalating tickets is simple and the reporting is useful when you want a better picture of the kinds of tickets coming in and who is resolving them.

Cons

Customization feels too limited for something that should be simpler to adjust. The inventory side is fairly weak and there are quite a few small missing features that make you stop and wonder why they are not included.

Pros

Amazing how broad the knowledge database is. It does a very good job when it comes to classifying different types of incidents and also makes it useful for measuring the work team's productivity. On top of that, the cost is quite reasonable and not too high.

Cons

There does not seem to be an Android or iOS version available. At times, the application also feels a bit slow and the design looks somewhat outdated.

Pros

After more than 10 years using it, it's remained very simple to work with. The work order view is especially helpful and the Excel-style grid layout makes everything clear and organized.

Cons

It still falls short by not offering a mobile app or being web-based. The change management module could also use some improvement.

Pros

Pricing feels reasonable for the number of users on our team which has been a big plus. The system is also very user-friendly and the Active Directory integration for requests has been really helpful.

Cons

I'd really like to see a more user-friendly iOS or Android app. I also wish the custom reporting were better because unless you really know Crystal Reports, you're pretty much limited to using the standard reports that come with it.

Pros

I appreciate that it lets you create tasks directly within work orders which is really helpful. It also handles several types of SLA-related notifications and that's a nice feature to have.

Cons

It doesn't offer an app for Android or iOS. On top of that, the configuration can be tricky at times and not very simple to understand.

Pros

It packs a lot into one system, with detailed support ticket information, inventory tracking and all the related analytics that make it a very capable and powerful program.

Cons

Getting around the software is quite difficult. The functionality is there but actually navigating and working through those features feels complex.

Pros

Once it's configured to match your needs, this product really delivers. The modules are connected to each other and built in a way that makes the whole tool simple to use.

Cons

It doesn't come with a built-in service catalog although you can create something similar through the categorization and scheduling module. I also feel the Training module could offer more especially when it comes to storing course materials directly within it.

Pros

Having a locally installed SQL database is useful when it comes to customizations and integrations. It also supports nested work orders and that's a feature I've seen missing in quite a few other products.

Cons

To be blunt, Track-It! feels like a late-90s or early-2000s thick client application and the web client looks very much the same. There doesn't seem to be much attention given to core software quality factors like speed or usability. The asset inventory client is full of bugs and we were never able to get the service to discover the last 15-20% of our computer assets. On top of that, the server-side inventory service would crash regularly. The restrictions on custom work order fields also created issues for us. Searching across work orders globally is painfully slow, often taking several minutes and many times it never returns anything at all. Strong search functionality is essential and Track-It! support has somehow treated this like an unsolvable issue. Overall, it really feels like BMC's development team is focused on other priorities.

Pros

Getting it up and running was simple and it made it simple to run audits across all of our IT equipment. Whenever I needed help, the support team was consistently excellent.

Cons

I haven't run into any issues.