What users are saying about
94 Ratings
46 Ratings
94 Ratings
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Score 8.5 out of 100
46 Ratings
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Score 7.1 out of 100

Likelihood to Recommend

Autotask PSA

Autotask is much more well suited to a busy company. It's a little bit price-prohibitive if you only have a couple of employees or not many clients. This solution works for us, having 10 employees and about 200 clients. Any less than that, the pricing wouldn't be worthwhile.Autotask fits very well with us. It's easy to keep on task. Any tickets that are getting old will shoot out alerts and scheduled tasks for our techs to finish up work on it. It's also very easy to run reports for clients on the services that they've used through us. We love Autotask.
Dan Gospe | TrustRadius Reviewer

BMC Track-It!

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Autotask PSA
6.7
BMC Track-It!
Organize and prioritize service tickets
Autotask PSA
8.2
BMC Track-It!
Expert directory
Autotask PSA
7.0
BMC Track-It!
Service restoration
Autotask PSA
3.3
BMC Track-It!
Self-service tools
Autotask PSA
6.6
BMC Track-It!
Subscription-based notifications
Autotask PSA
7.6
BMC Track-It!
ITSM collaboration and documentation
Autotask PSA
6.8
BMC Track-It!
ITSM reports and dashboards
Autotask PSA
7.5
BMC Track-It!

ITSM asset management

Autotask PSA
7.7
BMC Track-It!
Configuration mangement
Autotask PSA
7.7
BMC Track-It!
Asset management dashboard
Autotask PSA
7.3
BMC Track-It!
Policy and contract enforcement
Autotask PSA
8.2
BMC Track-It!

Change management

Autotask PSA
7.8
BMC Track-It!
Change requests repository
Autotask PSA
8.1
BMC Track-It!
Change calendar
Autotask PSA
6.5
BMC Track-It!
Service-level management
Autotask PSA
8.7
BMC Track-It!

IT Asset Management

Autotask PSA
BMC Track-It!
5.8
Software and hardware inventory tracking
Autotask PSA
BMC Track-It!
6.5
License management
Autotask PSA
BMC Track-It!
5.9
Asset lifecycle monitoring
Autotask PSA
BMC Track-It!
6.2
Contract management
Autotask PSA
BMC Track-It!
4.1
Asset relationship management
Autotask PSA
BMC Track-It!
6.3

Pros

Autotask PSA

  • 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.
Daniel J. Lewis | TrustRadius Reviewer

BMC Track-It!

  • 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.
Anonymous | TrustRadius Reviewer

Cons

Autotask PSA

  • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
  • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
Anonymous | TrustRadius Reviewer

BMC Track-It!

  • 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.
Michael Metalios | TrustRadius Reviewer

Likelihood to Renew

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis | TrustRadius Reviewer

BMC Track-It!

No score
No answers yet
No answers on this topic

Usability

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis | TrustRadius Reviewer

BMC Track-It!

No score
No answers yet
No answers on this topic

Support Rating

Autotask PSA

Autotask PSA 8.4
Based on 8 answers
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
Ashley Beal | TrustRadius Reviewer

BMC Track-It!

BMC Track-It! 8.6
Based on 7 answers
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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Autotask PSA

Datto Autotask PSA is probably the best all-in-one platform for MSPs. It's targeted and designed specifically for MSPs, whilst most service desk software/PSA is often just general service desk software.
Ben Nichols | TrustRadius Reviewer

BMC Track-It!

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.
Anonymous | TrustRadius Reviewer

Return on Investment

Autotask PSA

  • We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
  • We track resource utilization to see where our technicians are productive and what is eating their valuable time.
  • I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.
Garry Adams | TrustRadius Reviewer

BMC Track-It!

  • 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.
Anonymous | TrustRadius Reviewer

Pricing Details

Autotask PSA

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

BMC Track-It!

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Autotask PSA
9.5
BMC Track-It!
6.8

Likelihood to Renew

Autotask PSA
9.0
BMC Track-It!

Usability

Autotask PSA
9.0
BMC Track-It!

Support Rating

Autotask PSA
8.4
BMC Track-It!
8.6

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