We have used this within IT. It has been an adequate tool for our helpdesk software. It does a good job of managing workflows for tickets and helped with aspects of the service catalog. Our users have been somewhat happy with it but they did recognize the limitations too. It allows for surveys which makes life easier when assessing technicians' work.
Pros
accepting tickets
assigning tickets
Inventory
Cons
repoting
solutions
Likelihood to Recommend
If you are looking for a budget product that does a job then this is definitely worth considering. It's not the best product on the market and has limitations without question. It does not have all the features that some of the major named products have but if you have basic needs this will do it. We also lacked the resources to get the most out of it.
VU
Verified User
Administrator in Information Technology (51-200 employees)
BMC Track-It! is being used by the entire organization to keep track of IT assets as well as track and document Help Desk requests. All users have the ability to submit tickets for IT support related issues. This software allows us to track user issues, help with documenting change management, organizes asset management, purchasing documentation and allows a consistent place to keep track of all these areas in a single pain of glass.
Pros
Asset Management
Help Desk Ticket Management
Change Management
Cons
Interface is outdated compared to others
Initial setup was difficult
Likelihood to Recommend
From a technician's point of view, it is extremely easy to create new work orders or tickets. It's also very simple to enter in data and keep track of the state of the ticket without taking too much time to keep it updated. I would love to see a cloud instance available to be able to make it a global installation as our company grows.
VU
Verified User
Manager in Information Technology (1001-5000 employees)
Currently, BMC Track-It! is being used across the whole organization. Most users have basic access in order to input support tickets to our IT department, while the IT department has technician access, which allows them to edit support tickets in more detail. It addresses the problem of allowing IT technicians to be assigned and track issues.
Pros
Track issues from certain staff - allows IT to notice if there are trends
Create buckets in order to sort tickets and issues
Assign tickets to specific technicians in order to promote accountability
Cons
Not very easy to delete users or certain "tags" such as resolution codes, subtype, etc
End users can create accounts and use up a license without being specifically provisioned
Only simplistic ways to sort tickets
Likelihood to Recommend
While it is certainly not the best IT management system, it's solid and it's a good alternative for a smaller business and their even smaller IT departments. It's certainly more cost effective than fancy solutions, and it does what it needs. However, this is definitely not a good solution for bigger (50+) IT departments, as it doesn't allow much sorting, and the reporting system is subpar.
VU
Verified User
Administrator in Information Technology (501-1000 employees)
<div>BMC Track-it! was used as a secondary helpdesk ticketing system for our organization. I say secondary because we have two IT teams - Hardware, and Software - Software stuck with our old ticketing system. We went with BMC Track-it! because it appeared that it would handle our need to track issues. It was supposed to make it easier for the technicians to keep track of, and keep our users apprised of progress on issues.</div><div>
</div>
Pros
There are a LOT of self-help documents to help get it configured.
The email integration is fairly simple.
Cons
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.
Likelihood to Recommend
<div>This software would be excellent in a multi-tech, multi-user, multi-site environment. There are a LOT of options to configure to support situations with multiple techs and sites. Field service techs can take advantage of the mobile app. We're a non-profit, but it would work well for normal MSP or Consultant situations as well.
We are using BMC Track-It! as our main ITSM. Our organization emails the service desk and it gets redirected to BMC Track-It!, then assigned to a technician.
Pros
Mass assignment of tickets
Mass addition of ticket notes
High level of customization
Cons
On 11.4: auto-assign to queues does not work.
On 11.4: email notifications to the user are very crowded and not easily read.
On 11.4: slow.
Likelihood to Recommend
Well suited for basic ticket assignment and purchase order tracking. Less appropriate for change management use cases.
VU
Verified User
Employee in Information Technology (51-200 employees)
We are utilizing the BMC Track-It! application primarily for our Information Technology department, but have also implemented it for our Maintenance department as well. This is used as our primary Service Desk ticketing system. The Maintenance department uses the application to keep track of maintenance requests (such as broken plumbing, burned out lights, HVAC issues).
Pros
Automated ticket creation ability is fantastic and really saves us time.
High-level of customization and integration with our Active Directory system.
Ability to create templates which can be used to speed up ticket creation as well as providing standardization.
Cons
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.
Likelihood to Recommend
The BMC Track-It! The application works pretty well as a ticketing system for Service Desk. We do not use it for Knowledgebase or Asset tracking since it seems there are better alternatives for managing those aspects. The ability to make auto-assigned tickets is beneficial. I can send an email to a specific address with a particular word in the subject, and that will automatically create a ticket and place it in my personal queue. This is very handy when you are busy and need to quickly make a ticket when you are away from your computer.
VU
Verified User
Analyst in Information Technology (1001-5000 employees)
It is currently being used by the whole organization to manage help desk tickets. It is an IT-owned software that is leveraged by different groups in the company. I am not sure if it is the only ticket management solution, but it is the only one that I am aware of.
Pros
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.
Cons
The user interface is very dated and simple. It reminds of opening an application using Windows 95. All you can see is text and gray boxes. It is not user-friendly. It may be the version of the system and we may have an older version that just hasn't been updated.
The process of closing a case can be cumbersome until you get to know the system.
It should be easier to attach case documents, like dragging and dropping. Again this maybe because we have an older version of the software. You currently have to browse and select all attachments.
Likelihood to Recommend
I think it is appropriate for a small business that has a stable user base. If you are a large company with a high level of turnover, using this system could translate into a lot of time training users how to use it. There are some specific nuances that users need to be aware of.
It was not used across the whole organization, but rather just our department. We had used it for a great many years up until recently, when we migrated from it. We still have access to its database to be able to pull old records/information out. It addressed our business problem of having a help desk/asset management solution that was a bit more affordable than the system our campus was using. It also addressed the fact that we wanted something that we had more control over in our environment.
Pros
The interface, or overall layout, of the BMC Track-It! system is very good. It's fairly easy to use from the IT department/technician point of view. All the major categories are there, such as Help Desk (work order requests), Inventory, Solutions (KB articles), Inventory, Reports, etc.
It also has a nice dashboard on the homepage that displays information in a bar graph and pie chart form on different categories related to the different features. Anyone in the IT department can visualize information to get a better idea of the work being done within BMC Track-It!
From a technician's point of view, it is easy to create new work orders, and the actual work order requests have a lot of different information boxes to fill out for each request. Having this detailed information is key for running reports within BMC Track-It!
Cons
One thing that needs improvement is the fact that the program doesn't necessarily run from the cloud/web, meaning it needs to be installed on each individual computer where it's used. The newest version that was just released may finally be cloud/web-based, but prior versions were not.
Reporting. This feature seems somewhat complicated and not very intuitive. For this reason, our organization did not really use this feature of the software.
Could not utilize a mobile app for the software, unlike many other tracking system software packages out there that offer an app so you can use their mobile version on any mobile devices.
Likelihood to Recommend
It is well suited in environments that want a helpdesk tracking system that doesn't change a whole lot in terms of features/overall layout of the interface. This is good for organizations/companies that don't like a whole lot of change and want to just use a product without having to learn a whole lot of new things.
It is less appropriate for organizations/companies that want a helpdesk system that is industry standard or that is more popular among the masses. Track-It! would not be one of those.
It would also be less appropriate where you don't have a Systems Administrator or Database Administrator to manage the Track-It! database. This can be somewhat complicated to manage unless they had an understanding of databases and how to work with or manage them.
VU
Verified User
Supervisor in Information Technology (1001-5000 employees)
I use BMC Track-It! as our company's help desk ticketing system and for asset tracking. Every employee in our organization submits tickets through Track-It, and we in IT then use it to manage the work required for their needs. It also keeps a database of all the machines on the network as we add or remove assets. All of this addresses the business need for an efficient IT department that can triage and respond to issues appropriately.
Pros
Ticketing: This is the primary function of Track-It for us and it does it fairly well. Users log on to a portal and enter the data we've set as required for all tickets. We did require some customization to force them to include their managers, but everything else works right out of the box. It allows users to set priorities, enter a summary, the type of issue (network, software, &c.), and then a detailed description. They can also attach files or screenshots. Tickets auto-assign to technicians based on work role.
Asset Tracking: The other important element for us is keeping an inventory of all the PCs and servers we have throughout our enterprise. This actually ties into the ticketing system, as well, as it lists the asset the user is having an issue with. For example, if a user puts in a ticket that their PC needs a piece of software installed, the asset tracking system is configured to add the name of their PC automatically. This can be changed in case the ticket is about a different asset, too.
Workflow: Like any ticketing system should, BMC Track-It helps us with our ticketing and project workflow. We can pass tickets around to other techs, either because of a particular skillset or for escalation. Notes, attachments, and ticket history help us keep track.
Cons
Multiple Techs: It would be nice if there was a way for multiple techs to be assigned instead of having to pass the ticket off and hoping it gets done. Sometimes, this makes it tough to follow up or to make sure the end user is being taken care of.
Templates: There is a ticket template system, but it is not very robust. In fact, it's fairly useless, at least for our business. It's clunky and cumbersome. While you can set up separate tickets that tie into a template (say, for a new user, where different techs have different pieces to take care of), in order to do that, the template has to be manually applied, and each sub ticket manually created with all the info from the parent ticket re-entered manually. Every. time.
Integration: Track-It does not integrate well with any other software. It only has IMAP and POP3 for email, so no direct tie into Exchange. There's no way to tie in softphone features or chat integration (for example with Cisco Jabber). This may not be a major issue, but there are definitely competitive products that do this.
Likelihood to Recommend
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.
VU
Verified User
Technician in Information Technology (51-200 employees)
BMC Track-It was used at one of my previous companies as the main IT Service Desk solution for a few years. It was used only by the IT department.
Pros
Easy implementation and usage.
Help desk tickets tracking.
Assets management and network scanning features.
Option to create sub-tickets for the main ticket or project and assign to different technicians.
Cons
In my experience, we had performance issues that required restarting software services.
The desktop app worked with a lot of errors and very low performance.
Inventory module wasn't working very well. Hope in the most recent version it is fixed.
Would be awesome to have project and change management modules.
Likelihood to Recommend
BMC Track-It is a good solution, tickets auto-creation via email worked very well. Categories and forms creation flexibility was helpful. However, for our environment and a large number of users we had given up with performance and "bugs" issues and IT management decided to go to a different solution.
