What users are saying about
124 Ratings
42 Ratings
124 Ratings
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Score 8 out of 100
42 Ratings
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Score 6.6 out of 100

Feature Set Ratings

    Incident and problem management

    7.1

    Autotask PSA

    71%

    BMC Track-It!

    Feature Set Not Supported
    N/A
    Datto Autotask PSA ranks higher in 7/7 features

    Organize and prioritize service tickets

    7.6
    76%
    29 Ratings
    N/A
    0 Ratings

    Expert directory

    7.5
    75%
    23 Ratings
    N/A
    0 Ratings

    Service restoration

    6.7
    67%
    19 Ratings
    N/A
    0 Ratings

    Self-service tools

    7.0
    70%
    23 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    7.4
    74%
    20 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    5.7
    57%
    20 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    7.8
    78%
    23 Ratings
    N/A
    0 Ratings

    ITSM asset management

    7.1

    Autotask PSA

    71%

    BMC Track-It!

    Feature Set Not Supported
    N/A
    Datto Autotask PSA ranks higher in 3/3 features

    Configuration mangement

    6.9
    69%
    22 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    6.4
    64%
    20 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    8.0
    80%
    17 Ratings
    N/A
    0 Ratings

    Change management

    7.5

    Autotask PSA

    75%

    BMC Track-It!

    Feature Set Not Supported
    N/A
    Datto Autotask PSA ranks higher in 3/3 features

    Change requests repository

    7.3
    73%
    24 Ratings
    N/A
    0 Ratings

    Change calendar

    7.0
    70%
    19 Ratings
    N/A
    0 Ratings

    Service-level management

    8.3
    83%
    26 Ratings
    N/A
    0 Ratings

    IT Asset Management

    Autotask PSA

    Feature Set Not Supported
    N/A
    5.7

    BMC Track-It!

    57%
    BMC Track-It! ranks higher in 5/5 features

    Software and hardware inventory tracking

    N/A
    0 Ratings
    6.7
    67%
    15 Ratings

    License management

    N/A
    0 Ratings
    5.7
    57%
    15 Ratings

    Asset lifecycle monitoring

    N/A
    0 Ratings
    6.0
    60%
    12 Ratings

    Contract management

    N/A
    0 Ratings
    4.0
    40%
    9 Ratings

    Asset relationship management

    N/A
    0 Ratings
    6.3
    63%
    12 Ratings

    Attribute Ratings

    • Datto Autotask PSA is rated higher in 1 area: Likelihood to Recommend
    • BMC Track-It! is rated higher in 1 area: Support Rating

    Likelihood to Recommend

    7.6

    Autotask PSA

    76%
    29 Ratings
    7.0

    BMC Track-It!

    70%
    18 Ratings

    Likelihood to Renew

    9.0

    Autotask PSA

    90%
    1 Rating

    BMC Track-It!

    N/A
    0 Ratings

    Usability

    9.0

    Autotask PSA

    90%
    1 Rating

    BMC Track-It!

    N/A
    0 Ratings

    Support Rating

    8.4

    Autotask PSA

    84%
    8 Ratings
    8.5

    BMC Track-It!

    85%
    8 Ratings

    Likelihood to Recommend

    Datto Inc

    In my opinion, Datto Autotask is exceptionally complicated to set up, manage, and use on a daily basis. I would think the target market for this product would be someone managing a team of 20 - 50 people, possibly more. In my experience, for it to run properly you will need to dedicate at least half an FTE to running this product in an organization of that size per month. I would not recommend it for companies with less than 10 people or for companies that value quick communication with their clients. I would not recommend it for companies using Datto's RMM product. The integration exists, but it is clearly a bolt-on. They were not developed together and they are slow to talk to each other. Frequently you cannot add details from RMM sessions into the PSA without manually copying the ticket number, and if the ticket is more than a week old, then you can't even find it with the ticket number.
    Read full review

    BMC Software Inc.

    Track-It! is great for a small-to-medium sized enterprise that has a fairly small IT department but needs far more control of tickets than just email and spreadsheets. It scales well enough as IT departments grow, adding techs is simple enough, as is changing the workflow. A large company would probably be better off with a different solution. The lack of easy customization, and the shortcomings it has in workflow templates (which would be a nightmare for project management) means it won't scale up that far.
    Read full review

    Pros

    Datto Inc

    • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
    • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
    • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
    Read full review

    BMC Software Inc.

    • The software is simple to use. There doesn't seem to be a lot of bells and whistles which could be attractive to some users.
    • It includes email notifications where users are able to respond to an email and it updates the ticket.
    • The system gives you the ability to customize your view so that you only need to see that tickets that are relevant to you or your group.
    Read full review

    Cons

    Datto Inc

    • The GUI is a little dated.
    • Some integrations are limited for not being a Datto product.
    • While not as complex to set up as Connectwise, it definitely requires some serious thought during the initial setup.
    • Email processing could offer more options for parsing keywords and allow for more automation.
    • The mobile app is just not worth using in my experience.
    Read full review

    BMC Software Inc.

    • Configuration is convoluted in my opinion. Getting the email to flow how you'd like is difficult.
    • A lot of the configuration option names aren't very clear. It seems they use their own terminology for things I would have never guessed.
    • Support is lacking - asking them for help always results in them directing you to a KB article. Sometimes you just want hand holding.
    Read full review

    Pricing Details

    Autotask PSA

    Starting Price

    Editions & Modules

    Autotask PSA editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      BMC Track-It!

      Starting Price

      Editions & Modules

      BMC Track-It! editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        Datto Inc

        After using multiple products on the market, Autotask was intuitive and easy to manage.
        Read full review

        BMC Software Inc.

        No answers on this topic

        Usability

        Datto Inc

        The work flow is much better then other competitors
        Read full review

        BMC Software Inc.

        No answers on this topic

        Support Rating

        Datto Inc

        They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
        Read full review

        BMC Software Inc.

        We have rarely needed to use Support for BMC Track-It!, but in the times that we did need to use it, they were excellent. The biggest issue is that after not paying for support for about three years, now that we NEED support, it is too expensive for us to receive. This is due to the way their support is billed. So long as you never drop support, then you should be fine.
        Read full review

        Alternatives Considered

        Datto Inc

        The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want. Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask.
        Read full review

        BMC Software Inc.

        BMC Track-It! is much more bare bones compared to ServiceNow products, and if your department has the money, ServiceNow is a much better option. Not only is the Knowledge Base much easier to create and publish articles, but the asset management in BMC Track-It! is practically useless. BMC Track-It! is more cost effective, and with a small amount of technicians there's likely no reason to need a bigger solution, but it leaves a lot wanting.
        Read full review

        Return on Investment

        Datto Inc

        • We were able to identify the profitability of our entire client base.
        • We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask.
        • Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips.
        • Autotask is the heartbeat of our operation.
        Read full review

        BMC Software Inc.

        • The biggest positive impact it had on ROI was that the software itself didn't require any expensive ongoing maintenance contracts since it was installed and managed by our organization.
        • The negative aspect of this is if there was a major problem with the software, then it would require contacting the vendor, at which point it could become expensive for a service call.
        Read full review

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