Track-It! Features List

Track-It!

Help desk and asset management

4.18/5 (55 reviews)

Track-It! Feature Summary

  • 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

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (135 other apps)
Activity Dashboard (56 other apps)
Automatic Notifications (62 other apps)
CRM Integration (52 other apps)
Chat (131 other apps)
Contact History (51 other apps)
Customizable Branding (54 other apps)
Email Integration (59 other apps)
Instant Messaging (67 other apps)
Knowledge Base (81 other apps)
Monitoring (58 other apps)
Multi-Channel Communication (56 other apps)
Prioritizing (52 other apps)
Real Time Monitoring (46 other apps)
Reporting & Statistics (70 other apps)
Social Media Integration (56 other apps)
Surveys & Feedback (58 other apps)
Third Party Integration (62 other apps)
Ticket Management (50 other apps)
Workflow Management (46 other apps)

Competitor Feature Comparison

Track-It! Feature Reviews

25 reviewers had the following to say about Track-It!'s features:

Brad McClave

Great off the shelf product

2016-09-20

Primary use is for helpdesk ticketing but very capable for asset management and inventory, change management, knowledge base, license management, and purchase management

Pros

Great ticket management and asset management.

Cons

Could use more customization options (coming!).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Track-It!

Very easy to setup and the community that supports it offers a wealth of knowledge and information.

Source: Capterra
Helpful?   Yes   No
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Italo Pedrosa

I have worked for more than 4 years with the application and it is very useful to classify incidents

2018-03-22

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.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Lance Young

Great product for managing people, tasks and equipment

2016-12-06

We needed a system that could help us manage both help-desk tickets, equipment and people.

Pros

Ease of use, intuitive nature, cost tracking abilities, integration with other IT systems.

Cons

Could be web based instead of a software install.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10

Recommendations to others considering Track-It!

Get a thorough demo. The system is powerful and should meet your needs.

Source: Software Advice
Helpful?   Yes   No
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Dennis Howell

Track-It

2017-02-16

Seems to accommodate most of our day to day tasks, lacks good OOTB standard reports

Pros

Email Notifications and responses

Cons

Reporting

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10

Recommendations to others considering Track-It!

do a small trial if possible

Source: Software Advice
Helpful?   Yes   No
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Brian Landers

Using for year

2018-03-09

Pros

Active directory Integration of requests is nice as well

Cons

Better costume reporting. Unless your an expert in crystal reporting you will be forced to use included reports.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Stephen Cummings

Very pleased with Track-it

2018-03-12

Pros

Been a customer for 10+ years with Track it. Very easy to use.

Cons

The change management module also needs some work.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Kate Waring

Track-It! Helpdesk & Asset Management software still the best value.

2015-01-28

From a small company with one IT person logging helpdesk calls to a multinational requiring SLA monitoring, detailed asset management, web interfaces and complex reporting, Track-It!

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
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John Gleave

Springville City uses Track-IT

2016-10-12

Track-It came highly recommended to us several years ago when we were searching for a solution to manage help tickets. The program was easy to install and manage.

Pros

Ticket management.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Track-It!

If you are looking for a solid solution to track your day to day IT communication with your customers I would highly recommend using this product.

Source: Software Advice
Helpful?   Yes   No
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Miguel Nuñez

Solid option for companies seeking a home grown solution !

2018-02-21

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

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Jim Lauer

Verified Reviewer

TrackIt!

2015-10-09

We use this as the primary Help Desk ticketing system for one of the divisions in our company.

Pros

The notification e-mails, when working, are very nice.

Cons

We have to restart the services a lot as notification e-mails seem to get stuck frequently.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Migdelia Meriyela Mora Perez

It has been nice, the self-service and audit modules I like and the support is excellent

2018-05-05

Pros

what I like the most is support attention, they are always available to attend cases, really excellent

Cons

what I like the least is the complexity to issue reports is difficult to use, it would be nice if they improve this part easier, much more management

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Michael IT

Nice Product-with just a few missing "wish I had" features

2016-10-12

My biggest gripe has to do with reports. The product uses Crystal Reports and if you're like me, and you need ad-hoc reporting, you need to know Crystal or get training because it's not very intuitive although there are many pre-configured reports you can choose from.

Pros

Multiple interfaces (client, web, mobile). Fairly simple to setup and start using right away.

Cons

Crystal Reports

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
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Paul Grosch

TrackIT is an average product that has not changed much in 10 years

2018-02-12

Pros

Trackit allows for nested work orders, which I've noticed several other products do not have this feature...

Cons

The web client design is very similar to the thick client.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
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Alex Rogers

Excellent and Economical entry level and small business Help Desk tool

2015-01-28

* Does not support compartments / separate workspaces / multi-organizations configurations

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
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Sherry Phillips

Track-It Meets our Needs

2016-10-19

It is very easy to use and is a great value for the cost.

Pros

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

Cons

I wish there was a more drag and drop feature for reporting instead of using Crystal Reports.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Track-It!

I think if you give this products and support a chance you will be very happy with the outcome.

Source: Software Advice
Helpful?   Yes   No
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Lamar Younginer

Verified Reviewer

Help desk made simple

2016-04-26

I managed the help desk at the time and we could never seem to get a handle on things with our self-developed system.

Pros

Ease of use, simple interface, great customer support, great reporting, single sign-on.

Cons

Interface is easy to use but looks like it could use a little updating.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Dave Mc Creery

Track-it review

2016-10-12

¿ Very easy to install and configure ¿ Track-it inventory is great it¿s scan the entire network and reports back ¿ Track-it auditing is one of the best features as you can audit hardware and software, which in turn help you keep track of software licencing ¿ Track-it support is fantastic , very helpful and quick to resolve any issues ¿ The calling logging feature is great for keeping track of ICT queries and running reports ¿ Overall it¿s a great product, you get value for money and it¿s easy to use

Pros

The Auditing feature

Cons

More reporting functions

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Retail company, 1001-5000 employees)

It does the job without much problems

2018-06-08

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Jamie King

Track-IT has improved our helpdesk

2015-01-27

Since we started using trackit we have seen an increase of online tickets compared to phone calls.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Seongchul Koh

Review of Track-It

2015-01-21

Cons - limited reporting, no dashboard view of KPIs.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
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Sara Underwoods

There are better options

2018-07-11

Pros

It is one of the easier asset management software programs to use.

Cons

The interface is very outdated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Jim Griffin

Not the best ticketing system

2018-03-26

Pros

It is a decent software for just a ticketing system.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
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Dana Mulvehill

Simply Wonderful!

2016-03-02

From customizing the user interface to manipulating the custom asset tags we have been able to integrate how we do business into Track-It and allow it to help us do our jobs better.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
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jacquie harrison

Track-It, The Best Helpdesk software I have used

2016-10-17

Track-It can prioritize your work orders and distribute to correct person based on the incoming Work Order Requests.

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

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Track-It!

Great product - give the 30 day free trial a try

Source: Capterra
Helpful?   Yes   No
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Tyler Folsom

Great product for our organization

2016-09-22

I helped to re-implement the software and we have seen a great deal of adoption from all of the team members and it is bringing valuable visibility to the management team...enough so that they have hired two additional team members since.

Pros

Ease of use

Cons

Needs event based functionality.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering Track-It!

If you are working out of your e-mail, SharePoint or some basic home baked system, Track-It is a great product and will help you better organize teams efforts and keep track of all types of things.

Source: Capterra
Helpful?   Yes   No
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