Track-It! Reviews

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.

Track-It, The Best Helpdesk software I have used

Comments: I have used Track-It for a many years during my tenure at four different companies. Track-It is a solid product that will increase the efficiency and effectives of your Helpdesk. The Self-Service module saves our Helpdesk time from interruptions by calls and walk-ups. Users can solve many of their issues with the Self-Service Module. The Module can help users with changing their own passwords after authentication, looking-up common solutions to problems, or fill out a detailed help request form. Track-It can prioritize your work orders and distribute to correct person based on the incoming Work Order Requests. Emails are automatically sent to users if status updates and the resolution are desired. The Assets Tracking module has helped account for all the hardware and to who has been assigned. The discovery option will automatically find the hardware on the network. The License Module helps the organization stay in compliance by tracking the authorized license count. It is a wonderful system and I recommend that you try Track-It.

Pros:

Ease of use Functionality Cost Support User Advocate Web Site Innovations

Cons:

purchasing module

Just Say NO! to BMC

Comments: We had also used Track-it around 10years ago and had warm fuzzy feelings towards it then. The reviews here made it sound like it was still a winner, yet sadly we found our experience this time was completely negative. From the beginning their sales and licensing team couldn't get our license emailed out and claimed it was blocked yet our firewall never supported their claim. Response times were not great and it takes more than a few days to even get simple responses. The sales team has made lots of excuses, told us how since BMC took over that things have steadily gone down hill and when we finally said enough is enough, we got endless run around about a refund. From this experience we felt like they picked up a once great software to fill out their line- card and didn't do a great job folding it into the their existing package. I would cation everyone from going with Track-it unless your already more than familiar with BMC and their ways and only if it's not to late to move yourself into a better suite, DO IT! We researched more and after much testing picked Tool & Asset Manager 2.0 which was half the cost and worked right out of the box with no problems. We rolled out and within a month had the organization audited and tagged. We can't comment on the rest of the BMC suite so as with all reviews take this one with a grain of salt, but our warm fuzzy feelings from using it before couldn't help the fundamental failures of its present state. JUST SAY NO TO BMC!

Pros:

The software had a nice interface. It's layout is sectioned off so you look at each integration module separately.

Cons:

Track-IT has fallen from it's once glory days now that BMC owns it and pushed to have it integrate with their "Free" help-desk. We went looking for Asset management not help-desk and were left with nothing but frustration and disappointment. The BMC client service installs as part of the network discovery but it will not uninstall. You have to manually remove it. The 995 package comes with 50 licenses and because it hinges on the help-desk module it can only go out and find 50 endpoints which handicaps you into purchasing more licensing. It runs over SQL of course like more asset software, however when the software was installed over a fresh copy of 2016 Server it took several sessions with their engineer/helpdesk to get things running which should never have been needed. The sql services fault and have to be restarted manually which also should never happen repeatedly and their engineer/helpdesk could not correct this. Last on the list but slightly more important is that they are build on older coding so you can't use special characters in your passwords and there is no two factor authentication. In this day and security critical age, that is the straw that will break your back and find your system possibly for ransom~

Track-It! 20xx: The next generation

Comments: A positive experience and comfort provided that True North Service Management Solutions Ltd have vast knowledge and experience of Track-It! and can provide professional services for migrating from 11.x, installation and configuration, training and even report writing.

Pros:

The rewrite of Track-It! addresses a lot of previous concerns from reviews of 11.x and prior. It is 100% web based, has a mobile app, built in report writer and a strong ITAM offering with Client Management for Track-It that also has a CMDB, SLM, Remote Mgt, Patch & Deployment and allows you to easily manage your compliance.

Cons:

Would be nice to be able to add custom fields, but there’s a number of custom fields available that can be removed from the form with the designer so not a major issue.

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.

Track-It is Simple and Not for Everyone

Pros:

It is simple to use, and fairly easy to manage and is well suited for small business needing to track and escalate changes, support and documentation for resolutions that happen often.

Cons:

It is not as scalable as some other solutions. It works well for what it is, but it also has limited options for integrations, and also in the self-service portal area it is very basic.

Track-it customizable

Pros:

Track-It! is highly customizable from ticketing to asset management, to reports.

Cons:

Integration Hiccups. Occasionally, integrating Track-It! with other systems can be a bit finicky, requiring extra troubleshooting.

It does the job without much problems

Comments: Simple to use

Pros:

It allows you to customize the ticket forms based on the business requirements, giving us the opportunity of making ticket forms designed for different departments

Cons:

The ticket forms cannot be formatted to match the business look and feel, it does not offer the option to alert support reps about outstanding tickets

Great software for inventory control at a great price

Comments: Ability to manage inventory on large scale

Pros:

The ease of use in setting up and allowing me to run audits on all IT equipment. Support was always excellent.

GUI

Comments: Great

Pros:

interface is overall good and user friendly

Cons:

performance is poor over the time need so optimization techniques for DB

Not the best ticketing system

Pros:

It is a decent software for just a ticketing system. Can easily escalate/pass off tickets as needed. You can make some decent reports to get a deeper understanding of what types of tickets are coming in and who is closing them.

Cons:

Doesn't have enough simple customization. The inventory aspect is not great. You will come across a lot of little features missing that leave you questioning the software.

Good ticketing software for small businesses

Comments: while it worked well it just didn't have the customization options that we required for our needs

Pros:

It is a reliable ticketing software that works well for businesses that don't need a bunch of advanced functionality

Cons:

It doesn't have the same amount of options as other helpdesk ticketing software

An itsm tool with limitations

Pros:

Not that complicated. It is pretty straightforward to use.

Cons:

It is not all efficient and unreliable due to its latency .

Good Product Needs More Custumer Support

Pros:

* Trackit allows to create task inside work orders wich its nice * It manages several types of notifications regarding SLA´s

Cons:

* Doesn't have an app for android or ios * Configuration can be sometimes difficult and not easy to understand

Track-It Meets our Needs

Comments: We have been using Track-It for 8 years now and the application is constantly evolving into a better product. I really like the Help Desk, Self-Service and Auditing modules. It is very easy to use and is a great value for the cost. The one thing that I truly like about the product is the support. They are always there to work through whatever scenario you might have and see it through to the end.

Pros:

As stated above, the best part of this product is the support and ease of use.

Cons:

Reporting is very cumbersome and not easy to use. I wish there was a more drag and drop feature for reporting instead of using Crystal Reports.

Great product concept, not easiest to use.

Comments: Better organized support team.

Pros:

The features include details on the support ticket, inventory and all the analytics that go with it make this a very powerful program.

Cons:

It is very difficult to navigate around the software. The features are present but they are very difficult to maneuver.

Great Product!

Comments: I have used Track-It for almost ten years now and have been pleased with how well the product has developed (and improved) over time. I have always found. the support team to be knowledgeable and easy to work with. Additionally, enhancements to the product have been the result of feedback from actual users (and not just the idea of a developer sitting in a dark room). As far as ease of use is concerned, it does not take very long for my new techs to learn how to use the system (and I am able to lock down permissions as needed to ensure the appropriate level of access for each Tier). Overall, I am happy with my experience with the product, as I am able to accurately track the metrics required by my leadership.

Love Track-it!

Pros:

The software is low maintenance but high powered. It it console managed and can hold info for many pieces of equipment. Mass deployment also a plus

Cons:

The software doesn't always pick up the simple things like a mac address or an IP address leading to some leg work or manual inputs.

We have been using TrackIt for about 10 years and we like how the products works for us.

Comments: We have several departments using TrackIt for their helpdesk ticketing, the IT department, Maintenance, Building Services, Communications and our Clinical Evaluation Center. Everyone is very please with the helpdesk part of TrackIt. I also use the inventory module, remote access, library and the purchasing modules. For the most part we have been very satisfied with the product and the customer support is excellent. I never have to wait more than a day to get my issues addressed and that means a lot. We are tracking around 1,000 assets and have an average of 600 helpdesk tickets a month for the IT Department.

mediocre at best

Comments: Have used this software for a number of years. The company has been bought by BMC (Remedy). Was hoping for better things but that has not come to fruition. The interface somewhat usable. Have issues with audits failing or not working. Database issues from time to time. And don't get me started about version upgrades are a nightmare (at least the past 3 versions). Licensing for the product is also pain. The email generations for help desk are a joke. Also appears their 1st tier support group is no longer US based. The cost of the software is probably the only reason we have stayed with them this long.

looking good

Pros:

many options with notifications for sla's. this is also a very inexspensive product as well. no complaints

Cons:

i really do wish that this product had a application for phones. I would be able to accomplish more.

Great Product!

Comments: Track-It! is a great product with great features! It helps keep our IT department organized and running effectively and efficiently.

Very Powerful

Pros:

I have been using TrackIt! for more than 13 years. It has so many features. At times there are even a few too many. I only use a portion of all that is available and it is great. They will be going to a web-based service. That should be helpful.

Cons:

Once BMC bought the program they changed and outsourced the Tech Support. Before BMC the Tech Support was 11 out of 10 Stars. Support now is why I only ranked this a 7.

Track - IT Review

Comments: briefly used, interface easy to navigate and use.

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.