BMC Track-It!

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.

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.

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.

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.

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

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.

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.

Well suited for basic ticket assignment and purchase order tracking. Less appropriate for change management use cases.

Very responsive support members.

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.

N/A, I am not involved in the support for this software so I don't have an answer for this one.

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.

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.

Track-It! is perfect if a company only wants to keep track of tickets, assign them to technicians, and report off of that data. I would not recommend to use the other components that have within the product (purchasing, training, KB, etc.) is perhaps not worth implementing. There are other products that do this better.

Software seems suited for any sized company

If you are looking for a flexible, highly customizable ticketing or work management tool, this will work for you. It will allow you to create (or use your existing) escalation workflows and tracking. You don't have to adjust to the structure of the software, it can be easily customized to you. The email ticket routing works well and is relatively simple to set up. You can customize the reports to get the very specific data you want.

If you don't have a structure for tickets or projects, this doesn't have a built-in structure for you. So if you are looking for a solution to provide an escalation and workflow system for you, this may not be for you. There are products and services out there that have rigid structures in place already that may be a better fit.

Help desk ticketing auto creation via email worked very well. As an administrator, you have to take the time to set up all forms and possible scenarios for incoming tickets. Once you do you can easily route any type of incoming email to the correct help desk group and automatically reply with information for the user. Our users specifically required tickets created through email as they would not use a portal. This functionality worked well in BMC Track-It.

It is perfect for anywhere you want to track incoming requests.

Any organization that's less than 250 employees and has a smaller IT staff - this is your all in one solution.

Great for IT Help desk and task appropriations - it really seems to keep users on track.