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Only for the very basic ticket routing and simple system. NOT FOR THE ADVANCED and automation!!!
June 21, 2014

Only for the very basic ticket routing and simple system. NOT FOR THE ADVANCED and automation!!!

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version

11.5.1

Modules Used

  • Incident Managment
  • Provisioning
  • Surveys

Overall Satisfaction with BMC FootPrints

BMC FootPrints has worked tremendous ways that our previous ticketing system has not. We have been able to do most ideas that needed to be implemented, but there were a lot of pains when doing so. The Customer Service is awesome and work with us to achieve most of what we needed, but there are a lot of limitations to the software and we find bugs often.
  • Customer Service
  • Basic ticket routing
  • Incident Management
  • Reporting
  • Dynamic Ticket Routing
  • Performance (Speed and application versatility)
  • Faster provisioning
  • Better fairness of ticketing to agents
  • Negative: Lack of visibility to customers
We have evaluated multiple including HEAT and ServiceNow. Their older versions gave us more to play with and able to use more, but since going to version 11, it has been very unfavorable. We have had to adapt and work with what was provided. We have understood that ServiceNow has surpassed them.
It has been the business decision to go with them and that is what we will do. Going back, this would have not been the choice, but nothing can be done about it now. We are stuck with this application for years to come. Wish there were other possibilities that could be done.
There are a lot of limitations within the software that do not allow us to do things we need to do. We have had to customize a lot or define workarounds (that patches then break). This is very frustrating when trying to provide the best service to our customers.