Track-It! Pricing, Features, Reviews & Alternatives

Track-It!

Help desk and asset management

4.07/5 (71 reviews)

Track-It! overview

What is Track-It!?

Track-It! comes complete with a 30 day trial which can be upgraded at any time. All paid Track-It! plans are completely scalable and come with support and video tutorials. Track-It! has a web based client and a windows client. Track-It! comes with video setup tutorials and an online knowledge base.
www.bmc.com

Pricing

Starting from
$995
Pricing options
Free trial
One time license
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, Brazil, Canada, Germany and 3 other markets, India, Mexico, United Kingdom

Supported languages

B@11c2a8b9
Track-It! screenshot: TrackIt! - Help desk management - Pro WebHelp Desk Management with Numara Track-It!Track-It! screenshot: TrackIt! - Help desk management - DemoTrack-It! screenshot: TrackIt! - Help desk management - DeskTrack-It! screenshot: TrackIt! - Help desk management - TechnicianTrack-It! screenshot: TrackIt! - Help desk management - Work OrderTrack-It! screenshot: TrackIt! - Help desk management - OverdueTrack-It! screenshot: TrackIt! - Help desk management - Home pageTrack-It! screenshot: TrackIt! - Help desk management - TrackingTrack-It! screenshot: TrackIt! - Help desk management - WorkTrack-It! screenshot: TrackIt! - Help desk management - 5.0
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Track-It! user reviews

Value for money
Features
Ease of use
Customer support
  3.9
  3.9
  4.1
  4.1
Miguel N.

Solid option for companies seeking a home grown solution !

Used daily for 1-2 years
Reviewed 2018-02-21
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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jacquie h.

Track-It, The Best Helpdesk software I have used

Used daily for 2+ years
Reviewed 2016-10-17
Review Source: Capterra

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Jay W.

Just Say NO! to BMC

Used occasionally for 6-12 months
Reviewed 2020-10-05
Review Source: Capterra

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~

Response from BMC Software


I am sorry to hear that you had such a bad experience. I am not sure what you mean by Free help desk as we do not offer a free version. That said, it sounds like you were focused mainly on the client management feature and the things you mentioned should have been resolvable. Sounds like it is too late now but I hope the solution you picked does what you need.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 0/10

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Richard R.

Track-It! 20xx: The next generation

Used daily for 2+ years
Reviewed 2020-07-08
Review Source: Software Advice

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Alex R.

Excellent and Economical entry level and small business Help Desk tool

Reviewed 2015-01-28
Review Source: Capterra

I have been working with Track-It! for over five years now, happily watching how it continues to develop and evolve with each new iteration. Track-It! is incredibly easy and intuitive to install and configure, and it comes out of the box with all the features that most small organizations need to get going with a Help Desk tool. It is best suited for organizations that are taking their first steps to go from a manual to an automated Help Desk system, organizations that have outgrown a basic, home-made help desk system, and any organization that requires a full-featured, solid and easy to use help desk system at an affordable price. Pros: * Very easy to install and configure * Very easy and intuitive to use * Mature and very stable software (Version 11.4 as of this writing) * Excellent technical support * Excellent tips and tricks support from a very active users and developers community (through BMC's communities site) * Economical, starting at under $1,000 * All-included, full-featured software. Includes Help Desk, Asset and Software License Management, basic Change Management, a Self Service Portal, and a Mobile Interface, among its many features. * Includes the powerful Crystal Reports as its main built-in reporting engine. Cons: * Limited customization options - may not be suitable for organizations with highly specialized needs. * Does not support compartments / separate workspaces / multi-organizations configurations. * No Cloud version available at this stage. * Report Customization requires knowledge of Crystal Reports. This is fine for organizations that have CR experts on board, but requires some learning effort if no one is familiar with CR. Altogether, this is an ideal and very affordable tool for its target market. There are tools available that offer either more features or more flexibility, but either at a considerably higher cost, or at the expense of quality, stability and/or level of customer support.

Rating breakdown

Ease of use
Customer support

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Track-It! pricing

Starting from
$995
Pricing options
Free trial
One time license
View Pricing Plans

Free 30 day trial available

Track-It! features

Alerts / Escalation
Call Center Management
Customizable Branding
Email Management
Knowledge Base Management
Mobile Access
Reporting/Analytics
Self Service Portal

API (257 other apps)
Activity Dashboard (157 other apps)
Alerts/Notifications (157 other apps)
Chat/Messaging (232 other apps)
Live Chat (186 other apps)
Multi-Channel Communication (187 other apps)
Queue Management (135 other apps)
Real-Time Chat (138 other apps)
Reporting & Statistics (178 other apps)
Support Ticket Management (138 other apps)
Surveys & Feedback (158 other apps)
Third Party Integrations (211 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Track-It!

Key features of Track-It!

  • IT Help Desk
  • Facilities Management
  • HR Management
  • Asset Management
  • Change Management
  • Self-Service Portal
  • Software License Management
  • Mobile Help Desk
  • Knowledge Management
  • Scheduled & E-mailed Reports
  • Dashboards and Analytics
  • Purchasing
  • Training
  • Library
  • Physical Inventory Barcode
  • User Satisfaction Survey
  • Remote Control
  • Video tutorials
  • Online support
  • Resources
View All Features

Benefits

IT Help Desk and Facilities Management - Track-It! is a fully centralized help desk and customer ticketing management system that enables you to control and seamlessly manage the flow of sales and support emails your customers and prospects are sending your business. Track-It! helps you manage your facility management portfolio by giving you the power to input support contracts and inventory.

HR Management and Self-Service Portal - Track-It! allows you to support other departments in addition to IT. Departments like HR or Facilities can also utilize the Track-It! ticketing system to keep track of the services requested by their users. The self service portal allows end users to submit their own tickets and check the status of their tickets which saves the Help Desk time and resources.