What users are saying about
35 Ratings
6 Ratings
35 Ratings
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Score 6.2 out of 100
6 Ratings
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Score 8.6 out of 100

Likelihood to Recommend

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

Spoke

Spoke is well suited to ingesting the myriad questions and requests I get throughout my workday. If I receive requests directly, they make it easy to change those requests into tickets, which helps my team track and demonstrate the work that we do. Spoke is also great for auto-answering common issues and questions. It only takes three of the same general question for it to start recognizing and offering the answer from our KB. Spoke has also been a great partner in helping our team be more efficient and more effective, something we never got with our old provider. I can’t emphasize enough that Spoke is NOT for external-facing helpdesks. It’s just not. It works best for teams that are supporting their own colleagues. I would also say that, at the moment, it doesn’t scale well past a few hundred users. They’re implementing features this year that will be more helpful for that sort of thing. But it does work great for remote support!
Rose Layton | TrustRadius Reviewer

Feature Rating Comparison

IT Asset Management

BMC Track-It!
6.4
Spoke
Software and hardware inventory tracking
BMC Track-It!
6.5
Spoke
License management
BMC Track-It!
7.1
Spoke
Asset lifecycle monitoring
BMC Track-It!
7.0
Spoke
Contract management
BMC Track-It!
5.4
Spoke
Asset relationship management
BMC Track-It!
6.1
Spoke

Incident and problem management

BMC Track-It!
Spoke
8.5
Organize and prioritize service tickets
BMC Track-It!
Spoke
7.2
Expert directory
BMC Track-It!
Spoke
8.4
Service restoration
BMC Track-It!
Spoke
10.0
Self-service tools
BMC Track-It!
Spoke
8.9
Subscription-based notifications
BMC Track-It!
Spoke
8.6
ITSM collaboration and documentation
BMC Track-It!
Spoke
8.3
ITSM reports and dashboards
BMC Track-It!
Spoke
8.0

ITSM asset management

BMC Track-It!
Spoke
9.0
Configuration mangement
BMC Track-It!
Spoke
9.0
Policy and contract enforcement
BMC Track-It!
Spoke
9.0

Change management

BMC Track-It!
Spoke
8.5
Change requests repository
BMC Track-It!
Spoke
8.9
Change calendar
BMC Track-It!
Spoke
8.4
Service-level management
BMC Track-It!
Spoke
8.0

Pros

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

Spoke

  • Routes questions to the right team or person via Slack, email or text
  • Obtain status updates on current job requests
  • Allows IT to follow up more efficiently on the job requests from employees
Anonymous | TrustRadius Reviewer

Cons

BMC Track-It!

  • Care must be taken when configuring automatic replies otherwise you can end up in an endless loop of emails if response goes to another auto-responder. This will cause tickets to automatically be generated with every reply and then it takes a while to clean up the unwanted tickets.
  • The support model is prohibitively expensive if you let support lapse and then need support once again. This is because they expect you to pay for all of the previous versions/years between when you last paid for support and their current version. This means that if there have been 3 versions of the software since you last had support, they expect you to pay for the 3 versions even if you did not use them. This is a primary reason why we are looking at alternative ticketing systems currently.
  • It would be nice to have the ability to selectively kick a user our of a ticket without having to kick them entirely out of the application.
Anonymous | TrustRadius Reviewer

Spoke

  • Newer company, a lot of features on the road map that aren't yet available.
  • A few bugs with the Slack integration.
  • Filtering/searching tickets is not intuitive.
Anonymous | TrustRadius Reviewer

Support Rating

BMC Track-It!

BMC Track-It! 7.3
Based on 4 answers
I only gave it this rating for the fact that we did not really use their support for much of the time we used the product. The support documentation in the actual program seemed to be lacking, so finding the information via the web or the vendor's site provided more helpful, from a support standpoint. I did notice that the vendor does have a portal where you can manage support cases and also has live phone support and an email option. All of these options are good for any customer that needs good support while using the product
Anonymous | TrustRadius Reviewer

Spoke

Spoke 8.0
Based on 1 answer
Any questions we've had were fielded in a very timely manner and their staff have been very helpful in our launch and ongoing inquiries. Internally, it has been very well received amongst staff and has increased efficiency, company wide
Anonymous | TrustRadius Reviewer

Alternatives Considered

BMC Track-It!

Depending on your organization size, you have to be very particular with the ITSM that you choose. Track-It! does the work we need it to right now. However, we will soon need to use something like Jira in order to become a next-generation service desk.
Anonymous | TrustRadius Reviewer

Spoke

Spoke is just... easier. Easier to set up and easier to use, for both admins and users. We already have asset management and didn’t necessarily need our ticketing system to be directly connected to it. We wanted a product that was friendly to use, not crazy expensive, and didn’t require us to purchase an implementation package and/or a multi-day training package to roll-out. It’s not rocket science!
Rose Layton | TrustRadius Reviewer

Return on Investment

BMC Track-It!

  • We were able to consolidate down to one ticketing system and build it to fit our needs without any extra add ons.
  • Adoption did have some trouble with people trying to manipulate the data entry system to match the reports they wanted. This resulted in some wasted time as the system was reset and those individuals were removed from the implementation team.
  • This was able to eliminate many spreadsheets for tracking project work. This eliminated 'lost' projects and work and kept progress going forward.
  • The built in reporting replaced hours of work creating reports out of spreadsheets and emails.
  • We moved our help documents to their Solutions knowledge base and were able to eliminate a separate wiki server for holding that information.
Anonymous | TrustRadius Reviewer

Spoke

  • Spoke has been very cost efficient, more than paying for itself in gained productivity hours.
Kristen Houston | TrustRadius Reviewer

Pricing Details

BMC Track-It!

General

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

Spoke

General

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

Rating Summary

Likelihood to Recommend

BMC Track-It!
5.8
Spoke
8.9

Support Rating

BMC Track-It!
7.3
Spoke
8.0

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