BMC Track-It! Reviews

39 Ratings
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Score 6.8 out of 100

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March 13, 2020
Anonymous | TrustRadius Reviewer
Score 5 out of 10
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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.
  • Mass assignment of tickets
  • Mass addition of ticket notes
  • High level of customization
  • 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.
Well suited for basic ticket assignment and purchase order tracking. Less appropriate for change management use cases.
Very responsive support members.
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December 09, 2019
Anonymous | TrustRadius Reviewer
Score 7 out of 10
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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).
  • 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.
  • 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.
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.
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November 09, 2019
Anonymous | TrustRadius Reviewer
Score 2 out of 10
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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.
  • 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.
  • 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.
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.
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October 07, 2019
Anonymous | TrustRadius Reviewer
Score 7 out of 10
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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.
  • 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!
  • 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.
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
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May 31, 2019
Anonymous | TrustRadius Reviewer
Score 7 out of 10
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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.
  • 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.
  • 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.
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.
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May 01, 2019
Valery Mezentsau | TrustRadius Reviewer
Score 7 out of 10
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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.
  • 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.
  • 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.
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.
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March 20, 2018
Christopher Bogart | TrustRadius Reviewer
Score 8 out of 10
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Verified User
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We use BMC Track-IT for our workstation and server inventory. It's a pretty easy tool to get the hang of.
However, it does not contain all of the features you may expect in an inventory software. The main drawback is the ability to customize fields that are already in the software.
  • Ease of use. Fairly easy to pick up quickly for first time users
  • Pulling information from clients
  • Customization of inventory fields apparently not available
  • Sometimes information pulled through Track-IT is inaccurate
Software seems suited for any sized company
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May 22, 2017
Adam Hummer | TrustRadius Reviewer
Score 10 out of 10
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Verified User
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We use BMC Track-It! extensively in our IT department. We use it for tracking all of our work orders, checking equipment in and out, keeping up with our inventory, both deployed and back stock, we use it for Solutions and our Self-Service portal, Change Management. We use features like scheduled work orders and and SLA tracking. And we are deploying more and more of Track-It!'s features all the time. It keeps us organized and running as efficiently as possible. I cannot recommend this product enough for someone's IT department.
  • Easy to implement.
  • Ease of use.
  • Lots of features.
  • Not for really large organizations.
  • Reporting module is not intuitive or easy to use at all.
  • Any medium-large organization or smaller.
  • Can be used in an IT department only or between multiple departments.
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April 04, 2017
Jacquie Harrison | TrustRadius Reviewer
Score 10 out of 10
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Verified User
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Track-It! is a fantastic product! We use it to manage our inventory and helpdesk. Track-it! makes our helpdesk run at peak efficiency by equally distributing the work order tickets throughout the helpdesk in an even distribution. We use the self-service module so our users can enter the work orders themselves and unlock their password. The asset module tracks our computers and what software has been loaded on them. It helps us stay in compliance.
  • Manage work order/helpdesk tickets
  • Track assets
  • Track software usage
  • Track when the computer needs to be replaced
  • The change management module
  • Interfacing their purchasing module with an ERP type system
It is perfect for anywhere you want to track incoming requests.
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March 28, 2017
Joseph Haynes | TrustRadius Reviewer
Score 9 out of 10
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Verified User
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BMC Track-IT! was a great implementation for our organization because it streamlined the ability to organize tickets and prioritize order of urgency and allowed work-note checking. It allowed us to put a process in place that not only audited the workforce but provided a way to look back at previous problems and find root causes.
  • Asset Management
  • Ticket Tracking
  • Inventory Audit
  • Budget
  • SQL Base
  • Scan audit capibility
Great for IT Help desk and task appropriations - it really seems to keep users on track.
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December 19, 2018
Anonymous | TrustRadius Reviewer
Score 7 out of 10
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BMC Track-It! has been used by our company for over eight years. We use it to keep track of our day to day requests for support by all of our users and also use it as a tool to help us do annual reviews for our technicians. In addition, since it has mobile access, tech are easily able to update the status of their tickets in real time as they complete them out in the field.
  • Integration into Exchange to access email.
  • Great Reporting.
  • Easy to use web-based app to create, log, update, and close tickets.
  • The inventory client does not work well. Extra overhead that is not needed.
  • Change control could use improvement.
  • The application seems to be a stepchild within BMC after it was purchased. Rare updates for the product.
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.
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December 15, 2017
Anonymous | TrustRadius Reviewer
Score 7 out of 10
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Verified User
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We are using the Track-It! as our IT ticketing system, and for project management and work logging. It is mostly used by our IT department, but we do have our facilities department trying it to use for their ticketing system. It has helped to track work and projects in IT and also helped us to eliminate a separate help desk software for reporting and working on support requests and issues.
  • Crystal Reports allow for custom reports to fill whatever need you have.
  • An open design lets you create the workflows, ticket menus and other structures just how you want.
  • The email submission feature works well both directly and using web forms to submit and route tickets effectively.
  • The ability to create master project tickets and then assignment tickets for individual tasks/contributions works very well to organize, track, and report project tasks.
  • Track-It! is a wide open space. If you have too many people creating categorizations and settings on their own, it can get messy quickly.
  • We have had issues with tickets not properly getting released and closed, which prevents someone else from working on or adding notes to the ticket. This has improved with some updates, but if a user leaves a ticket open on their computer, it stays locked out until it is closed or their client is closed.
  • As tickets get older and larger, the performance of the desktop app gets very slow and hangs the application.
  • The desktop app isn't installed like a full application, but installs into the person's profile. It has made distributing, tracking, and troubleshooting the application difficult. I know they are pushing towards using the web app, but many prefer the desktop application.
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.
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July 19, 2017
Anonymous | TrustRadius Reviewer
Score 7 out of 10
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BMC Track-It! is currently being used by our IT help desk org. We primarily use it as a help desk ticketing system, however, we also make use of the asset management and license tracking functions as well. The biggest benefit was the ability to create robust workflows based on emails to the help desk. This allowed us to properly identify and prioritize incoming tickets.
  • Creating workflows based on keywords in email subject or body.
  • Asset management using network scanning.
  • License tracking.
  • Track-It! works well for our organization of up to 200 users. I don't know how well it would scale out beyond that.
  • Initial set up can be frustrating and challenging. Setting up forms is a tedious process.
  • There were occasions where functionality was missing, support logged a request ticket and nothing came of it.
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.
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March 28, 2017
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Our IT dept uses Track-IT! to log all issues and find patterns in apps. It also allows our users to enter tickets and search for solutions that help/increase their productivity. We've been able to complete more tickets and reduce staff by using Track-IT!
  • Scalability and customization are very important. Also, the ability to find the documentation.
  • Change management built into the software was crucial when creating our service desk.
  • Granular permission settings helped secure the app within our environment.
  • The Inventory module could use some work. The auto reconsiliation feature does not work well.
Any organization that's less than 250 employees and has a smaller IT staff - this is your all in one solution.
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Feature Scorecard Summary

Software and hardware inventory tracking (12)
License management (12)
Asset lifecycle monitoring (9)
Contract management (6)
Asset relationship management (9)

What is BMC Track-It!?

BMC's Track-It! (formerly Numara Track-It!) is an IT asset management, IT help desk, and license management solution.

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BMC Track-It! Overview

BMC Track-It! Technical Details

Operating Systems: Unspecified
Mobile Application:No

Frequently Asked Questions

What is BMC Track-It!?

BMC's Track-It! (formerly Numara Track-It!) is an IT asset management, IT help desk, and license management solution.

What is BMC Track-It!'s best feature?

Reviewers rate License management highest, with a score of 7.

Who uses BMC Track-It!?

The most common users of BMC Track-It! are from Mid-size Companies and the Information Technology & Services industry.